Product Overview

Summary: This Workplace Emergency Communications Protocol SOP sets out exactly how information is raised, verified and shared during an emergency so your people receive clear, consistent instructions when they matter most. It provides a ready-to-use framework for alarms, alerts, internal and external notifications, and post-incident communication, helping Australian workplaces meet WHS duties and avoid confusion, panic and delays in critical situations.

When an emergency occurs, the difference between a controlled evacuation and a chaotic incident often comes down to how well information is communicated. This Workplace Emergency Communications Protocol Safe Operating Procedure establishes a clear, repeatable system for how emergencies are reported, escalated and communicated across your organisation. It defines who says what, to whom, by which channel, and in what timeframe – from the first alarm through to the all-clear and post-incident updates.

Tailored for Australian workplaces, this SOP aligns with WHS obligations and emergency planning best practice. It addresses common pain points such as conflicting instructions from different managers, delays in contacting emergency services, confusion about who can speak to the media, and failure to notify regulators when required. By implementing this protocol, your business gains a robust, documented process that supports your Emergency Plan, improves staff confidence in drills and real events, and provides evidence of due diligence in the event of an investigation or insurance claim.

Key Benefits

• Ensure fast, consistent and accurate communication to workers, visitors and contractors during emergencies.
• Reduce confusion, panic and conflicting instructions by clearly defining communication roles, authority and channels.
• Support compliance with Australian WHS legislation, emergency planning requirements and regulator notification duties.
• Streamline coordination with emergency services, building management, neighbouring tenants and key stakeholders.
• Enhance incident readiness, staff confidence and organisational reputation through professional, pre-planned messaging.

Who is this for?

• WHS Managers
• Health and Safety Representatives (HSRs)
• Emergency Control Organisation (ECO) Members
• Chief and Deputy Wardens
• Site and Facility Managers
• Operations Managers
• Business Continuity and Risk Managers
• HR Managers
• Security Managers
• Reception and Front-of-House Staff
• Control Room Operators
• IT and Communications Managers

Hazards Addressed

• Delays in emergency response due to unclear reporting and escalation pathways
• Injury or fatality arising from miscommunication or lack of instructions during evacuation or lockdown
• Exposure to fire, smoke, hazardous chemicals or structural failure due to late or incorrect alerts
• Psychological harm and distress caused by chaotic, inconsistent or absent communication
• Security threats, violence or active armed offender situations where poor communication increases risk
• Secondary incidents (e.g. re-entry into unsafe areas) resulting from premature or unofficial 'all-clear' messages
• Reputational and legal risk from unauthorised communication with media, public or regulators

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (PCBU, Officers, ECO, Wardens, Managers, Staff)
• 4.0 Types of Emergencies and Communication Priorities
• 5.0 Emergency Reporting and Initial Notification Process
• 6.0 Internal Communication Channels (PA systems, SMS, email, radios, apps, runners)
• 7.0 External Communication (000, emergency services, building management, neighbours, utilities)
• 8.0 Regulator and Statutory Notifications (WHS Regulator, Comcare, other authorities)
• 9.0 Communication Scripts and Message Templates (evacuation, lockdown, shelter-in-place, all-clear)
• 10.0 Media, Social Media and Public Information Protocols
• 11.0 Communication with Vulnerable Persons, Contractors and Visitors
• 12.0 Information Management, Logs and Recordkeeping during Emergencies
• 13.0 Business Continuity and Post-Incident Communications
• 14.0 Training, Briefing and Competency Requirements
• 15.0 Testing, Drills, Review and Continuous Improvement
• 16.0 Document Control and Revision History

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 (Cth) and equivalent state and territory WHS 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 – Incident Notification Information Sheet
• AS 3745: Planning for emergencies in facilities
• AS 1851: Routine service of fire protection systems and equipment
• AS/NZS ISO 31000: Risk management – Guidelines
• AS 4806 (series): Closed circuit television (CCTV) – where CCTV and control rooms are part of communications