Product Overview

Summary: This Public Liaison and Notification Standard Operating Procedure sets out a clear, repeatable process for how your organisation communicates with the public, neighbours, community groups and regulators before, during and after key activities or incidents. It helps you manage expectations, protect your reputation, and demonstrate transparency and due diligence in line with Australian WHS and environmental obligations.

The Public Liaison and Notification Standard Operating Procedure provides a structured framework for how your organisation engages with the public and key stakeholders when your work may affect them. This includes planned works (such as construction, road closures, shutdowns and major maintenance) as well as unplanned events (such as incidents, service interruptions or environmental releases). In the Australian regulatory context, clear public communication is increasingly expected by WHS regulators, local councils, utilities, and the broader community. Having a consistent, documented approach reduces the risk of confusion, complaints, and reputational damage when your operations become visible or disruptive.

This SOP defines who you must notify, what information must be shared, when notifications must occur, and which channels should be used – from letterbox drops and onsite signage through to digital platforms and media statements. It also clarifies internal roles and approvals, ensuring that messages are accurate, authorised and aligned with legal and regulatory obligations. By implementing this procedure, organisations can demonstrate that they have considered community impacts, integrated public liaison into their WHS and environmental planning, and established a defensible record of timely, transparent communication.

The procedure is suitable for a wide range of sectors, including construction, infrastructure, utilities, manufacturing, local government and public venues. It supports your duty of care by ensuring that people who may be affected by noise, dust, access changes, hazardous materials, or emergency responses are appropriately informed and know how to respond. In doing so, it helps build trust, reduce conflict, and support smoother project delivery across Australian workplaces.

Key Benefits

• Standardise how and when your organisation communicates with the public, neighbours and key stakeholders.
• Reduce complaints, confusion and reputational damage arising from poorly managed notifications or mixed messages.
• Demonstrate due diligence and transparency to WHS regulators, local councils and the community.
• Clarify internal roles, approval pathways and message templates for faster, more consistent communication.
• Improve community trust and project acceptance by proactively addressing impacts and concerns.

Who is this for?

• WHS Managers
• Communications and Media Managers
• Community Liaison Officers
• Project Managers
• Operations Managers
• Site Supervisors
• Emergency Management Coordinators
• Environmental Managers
• Risk and Compliance Managers
• Local Government Liaison Officers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Legal and Regulatory Context (Australian WHS and Local Government Requirements)
• 4.0 Roles and Responsibilities (Management, WHS, Communications, Site Supervisors)
• 5.0 Stakeholder Identification and Mapping (Public, Neighbours, Authorities, Media)
• 6.0 Triggers for Public Liaison and Notification (Planned and Unplanned Events)
• 7.0 Pre-Event Planning and Risk Assessment for Public Impact
• 8.0 Notification Timeframes and Escalation Criteria
• 9.0 Communication Channels and Methods (Letters, Email, SMS, Signage, Media, Online)
• 10.0 Message Content Requirements and Approval Process
• 11.0 Procedure for Planned Works Notifications
• 12.0 Procedure for Incident and Emergency Notifications
• 13.0 Managing Enquiries, Complaints and Feedback
• 14.0 Recordkeeping, Evidence and Reporting Requirements
• 15.0 Training, Induction and Competency Requirements
• 16.0 Review, Audit and Continuous Improvement
• 17.0 Appendices – Notification Templates, Contact Lists and Checklists

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulation 2011 and equivalent state and territory WHS Regulations (notifiable incidents and consultation provisions)
• Safe Work Australia – How to Manage Work Health and Safety Risks Code of Practice
• Safe Work Australia – Work Health and Safety Consultation, Cooperation and Coordination Code of Practice
• AS/NZS ISO 31000:2018 Risk management – Guidelines
• AS ISO 22320:2013 Societal security – Emergency management – Requirements for incident response