Product Overview

Summary: This Roadside Assistance Coordination Safe Operating Procedure provides a clear, end‑to‑end framework for managing vehicle breakdowns and incidents safely and efficiently across Australian roads. It standardises how calls are received, triaged, dispatched and closed out, reducing risk to workers, customers and the public while supporting compliance with WHS and road safety obligations.

Roadside assistance operations expose staff, contractors and customers to unique risks – working on or near live traffic, at night, in remote locations and often under time pressure. Without a structured coordination process, breakdowns can quickly escalate into serious safety incidents, service delays, and reputational damage. This Roadside Assistance Coordination Safe Operating Procedure sets out a consistent, defensible method for handling every request, from the first contact to final close‑out, with safety built into each decision point.

The procedure details how to capture critical information, assess risk, prioritise jobs, and deploy the right responder with the correct equipment and competencies, while maintaining clear communication with customers, drivers, and emergency services. It helps Australian organisations meet their WHS duties by embedding hazard identification, traffic risk controls and fatigue management into daily coordination activities. Whether you run a national roadside assistance network, manage a corporate fleet, or coordinate breakdown support for heavy vehicles, this SOP helps you protect people on the roadside, reduce confusion in high‑stress situations, and deliver reliable, professional service every time.

Key Benefits

• Improve safety outcomes for staff, contractors, customers and the public at roadside scenes through structured risk assessment and traffic control requirements.
• Streamline call‑handling, triage and dispatch processes to reduce response times and improve customer satisfaction.
• Ensure consistent, WHS‑compliant coordination practices across shifts, locations and third‑party providers.
• Reduce the likelihood of serious incidents, near misses and regulatory scrutiny arising from poorly managed roadside responses.
• Enhance record‑keeping and incident documentation to support investigations, insurance claims and continuous improvement.

Who is this for?

• Roadside Assistance Coordinators
• Fleet Managers
• Operations Managers
• Customer Service Team Leaders
• Control Room / Dispatch Operators
• Roadside Technicians and Patrol Officers
• WHS Managers
• Transport and Logistics Managers
• Emergency Response Coordinators
• Motor Club and Insurance Assistance Managers

Hazards Addressed

• Vehicle strikes and being hit by passing traffic while attending roadside incidents
• Working on or near live traffic lanes, shoulders and emergency stopping lanes
• Low visibility conditions (night work, poor weather, blind corners, crests)
• Poorly managed traffic control and inadequate positioning of vehicles and warning devices
• Slips, trips and falls on uneven road verges, embankments or wet surfaces
• Exposure to extreme weather conditions (heat stress, cold, storms)
• Fatigue and stress for coordinators and roadside technicians during peak periods or extended shifts
• Aggressive or distressed customers and members of the public
• Manual handling injuries when assisting with towing, loading or minor repairs
• Psychological impacts from exposure to traumatic incidents or serious crashes

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Abbreviations
• 3.0 Roles and Responsibilities (Coordinators, Supervisors, Technicians, Contractors)
• 4.0 Competency, Training and Induction Requirements
• 5.0 Required Systems, Communication Tools and Documentation
• 6.0 Call Intake and Information Gathering Procedure
• 7.0 Risk Assessment and Job Prioritisation (Location, Traffic, Weather, Vulnerable Persons)
• 8.0 Dispatch and Resource Allocation Process
• 9.0 Communication Protocols with Customers, Technicians and Emergency Services
• 10.0 Roadside Safety Requirements and Minimum Controls (Positioning, PPE, Warning Devices)
• 11.0 Coordination of High‑Risk Scenarios (High‑speed roads, Tunnels, Bridges, Heavy Vehicles)
• 12.0 Managing Fatigue, Stress and Escalation for Coordinators and Field Staff
• 13.0 Incident, Near Miss and Hazard Reporting Requirements
• 14.0 Data Recording, Privacy and Record Retention
• 15.0 Post‑Incident Review, Debrief and Continuous Improvement
• 16.0 Emergency and Critical Incident Response Workflow
• 17.0 Contractor Management and Service Level Expectations
• 18.0 Document Control, Review and Version History

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 regulations
• Safe Work Australia – Model Code of Practice: Managing the Work Environment and Facilities
• Safe Work Australia – Model Code of Practice: How to Manage Work Health and Safety Risks
• Safe Work Australia – Model Code of Practice: Managing the Risk of Fatigue at Work
• AS/NZS 4801:2001 Occupational health and safety management systems (noting transition to ISO 45001)
• ISO 45001:2018 Occupational health and safety management systems – Requirements with guidance for use
• AS 1742 series – Manual of uniform traffic control devices (for temporary roadside warning and traffic control)
• National Heavy Vehicle Regulator (NHVR) – Heavy Vehicle National Law (HVNL) and Chain of Responsibility (where heavy vehicles are involved)
• State and territory road rules and traffic management guidelines (e.g. TfNSW, VicRoads, TMR QLD requirements)