Product Overview

Summary: This Patrons Entry and Exit Safe Operating Procedure sets out a clear, safe and compliant process for managing how patrons arrive, move through, and leave your venue or event. It supports crowd control, emergency readiness and duty-of-care obligations under Australian WHS laws, reducing the risk of incidents at public interfaces.

Managing how patrons enter and exit a workplace, venue or event is a critical safety function, not just a customer service task. Poorly managed queues, blocked exits, inadequate screening or unclear instructions can quickly escalate into crowd surges, slips, trips, aggression and serious non-compliance with WHS and fire safety requirements. This Patrons Entry and Exit Safe Operating Procedure provides a structured, end-to-end framework for controlling the flow of people, maintaining security, and ensuring that emergency egress is always available and effective.

Tailored for Australian venues and events, this SOP aligns with WHS obligations, local council and licensing conditions, and relevant fire and building regulations. It sets out practical steps for pre-event planning, staffing, signage, queuing systems, accessibility, ID and bag checks, capacity monitoring, and orderly dispersal at closing time. By implementing this procedure, businesses can demonstrate a defensible, documented approach to managing public risk, while also improving patron experience, reducing conflict at entry points, and supporting consistent training for security and front-of-house teams.

Key Benefits

• Ensure compliant control of patron entry and exit in line with Australian WHS and fire safety obligations.
• Reduce the risk of crowd crush, slips, trips, falls and obstructed egress during normal operations and emergencies.
• Standardise how security and front-of-house staff manage queues, screenings, refusals of entry and venue capacity.
• Strengthen incident prevention and response by clearly defining roles, communication protocols and escalation pathways.
• Improve patron experience with clear signage, efficient flow management and accessible entry and exit arrangements.

Who is this for?

• Venue Managers
• Event Managers
• Duty Managers
• Security Supervisors
• Crowd Control Supervisors
• WHS Managers
• Safety and Risk Officers
• Facilities Managers
• Operations Managers
• Front-of-House Supervisors

Hazards Addressed

• Crowd surges and crushing at entry and exit points
• Blocked or restricted emergency exits and egress routes
• Slips, trips and falls in high-traffic access areas
• Aggressive or intoxicated patrons at entry screening points
• Security breaches due to inadequate bag checks or ID verification
• Overcrowding beyond safe venue capacity
• Inadequate accessibility for patrons with disability or limited mobility
• Confusion and panic during emergency evacuations

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (Management, Security, Front-of-House, WHS)
• 4.0 Planning and Risk Assessment for Patron Entry and Exit
• 5.0 Venue Layout, Signage and Egress Requirements
• 6.0 Pre-Opening Checks of Entry and Exit Points
• 7.0 Patron Entry Procedure (Queuing, Screening, ID and Bag Checks)
• 8.0 Capacity Monitoring and Crowd Density Controls
• 9.0 Patron Exit and Closing Procedures
• 10.0 Management of Vulnerable, Intoxicated or Aggressive Patrons
• 11.0 Accessibility and Assistance for Patrons with Disability
• 12.0 Communication Protocols and Use of Radios or PA Systems
• 13.0 Emergency Egress and Evacuation Considerations
• 14.0 Incident Reporting, Near Misses and Post-Event Review
• 15.0 Training, Induction and Competency Requirements
• 16.0 Document Control and Review

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 and equivalent state and territory WHS Regulations
• Safe Work Australia – Managing the Work Environment and Facilities Code of Practice
• Safe Work Australia – How to Manage Work Health and Safety Risks Code of Practice
• AS 3745: Planning for emergencies in facilities
• AS 1428.1: Design for access and mobility – General requirements for access – New building work
• National Construction Code (NCC) – Requirements for exits, egress and crowd safety (as applicable)
• Relevant state and territory Liquor and Gaming or Crowd Control licensing conditions (where applicable)