Product Overview

Summary: This SOP sets out a consistent, professional approach for welcoming, informing and assisting visitors on site while maintaining strong WHS and security controls. It helps Australian workplaces protect visitors, manage risks, and present a polished first impression from reception through to departure.

Visitors often have limited knowledge of site-specific hazards, emergency procedures and access restrictions, yet they are owed the same duty of care as workers under Australian WHS legislation. This Safe Operating Procedure provides a clear, step-by-step framework for how staff should greet, register, brief, escort and support visitors from the moment they arrive until they leave the premises. It integrates WHS, security and customer service requirements into one practical, easy-to-follow document.

The procedure addresses common pain points such as inconsistent inductions, missing sign-in records, confusion during emergencies, and uncertainty about who is responsible for visitors at any given time. By implementing this SOP, organisations can reduce liability exposure, strengthen compliance with WHS and privacy laws, and deliver a professional visitor experience that reflects well on their brand. Whether your site is an office, warehouse, school, healthcare facility or industrial operation, this document helps ensure every visitor receives the right information and assistance, every time.

Key Benefits

• Ensure visitors receive clear safety, emergency and site information tailored to Australian WHS requirements.
• Reduce the risk of visitor incidents, injuries and claims by defining responsibilities and control measures.
• Standardise the visitor check-in, briefing, escorting and sign-out process across all sites and teams.
• Strengthen site security and privacy compliance through clear identification, access and data-handling practices.
• Enhance your organisation’s professional image with a courteous, consistent and well-managed visitor experience.

Who is this for?

• Receptionists
• Front-of-House Staff
• Site Supervisors
• Office Managers
• Facility Managers
• WHS Managers
• Security Officers
• Practice Managers (Medical, Allied Health)
• School and Campus Administrators
• Visitor Centre Coordinators

Hazards Addressed

• Uninformed visitors entering restricted or hazardous areas
• Visitor slips, trips and falls in unfamiliar environments
• Visitors not knowing what to do in an emergency evacuation or lockdown
• Security breaches due to unidentified or unescorted visitors
• Exposure of visitors to site-specific hazards (traffic, plant, chemicals, clinical areas)
• Psychosocial risks arising from confusion, distress or lack of assistance for visitors
• Privacy risks related to mishandling visitor information and records

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (Reception, Hosts, Security, WHS)
• 4.0 Visitor Types and Risk Categories (Contractors, Clients, Public, VIPs, Vulnerable Visitors)
• 5.0 Pre-Arrival Arrangements and Bookings
• 6.0 Arrival, Greeting and Identity Verification
• 7.0 Visitor Registration, Sign-In and Privacy Requirements
• 8.0 Issuing Visitor Passes, PPE and Access Permissions
• 9.0 Safety and Site Information Briefing (Induction Essentials)
• 10.0 Escorting, Supervision and Movement Around the Site
• 11.0 Providing Assistance to Visitors with Disabilities or Special Needs
• 12.0 Communication Protocols and Managing Difficult or Distressed Visitors
• 13.0 Emergency Information and Procedures for Visitors
• 14.0 Departure, Sign-Out and Return of Passes/PPE
• 15.0 Recordkeeping, Data Security and Retention Periods
• 16.0 Training, Competency and Supervision of Front-of-House Staff
• 17.0 Monitoring, Review and Continuous Improvement of the Procedure
• 18.0 Related Documents, Forms and Registers

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 and state/territory equivalents
• Safe Work Australia – How to Manage Work Health and Safety Risks: Code of Practice
• Safe Work Australia – Managing the Work Environment and Facilities: Code of Practice
• AS/NZS ISO 45001:2018 Occupational health and safety management systems
• Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)
• AS 3745:2010 Planning for emergencies in facilities