All Procedures · Incidents & Emergencies

Passenger Injury & Incident Reporting Procedure

Last updated 2026-04-23

Owner: Aaron Fitzell

Last Updated: 2026-03-25

Version: 1.0

(have an idea for how this SOP could be better? Please fill out the Suggest Edit form at the very bottom of this procedure)

Procedure Info
Tags

incident, injury, passenger injury, emergency, non-emergency, 000, triple zero, ambulance, first aid, scene, secure scene, handbrake, passengers, onboard, operations, phone, two-way radio, notify, location, vehicles, damage, photos, evidence, rego, incident report, accident report, CMS, defect report, paper form, QR code, email, report, documentation, stress, atypical, collision, medical, unwell, fall, assault, altercation, property damage, replacement bus, rescue, breakdown, witness, account

Purpose

To provide drivers a simple resource to guide them through what to do in stressful situations.

This is an important procedure because it’s easy to lose our heads in stressful situations, but having an external reference to guide your thinking can help manage situations successfully.

When to Use This SOP
  • Use this procedure to guide your response to any atypical incident that occurs on your drive, both emergency and non-emergency related.
    • Who Should Use This SOP

    This SOP is drivers responding to incidents and emergencies that occur while on a run, away from the depot.

    But can be referenced in any public-facing situation where incident or injury has occurred.

    Tools and Resources Needed

    (List the equipment, tools, electronics or software needed to complete this procedure.)

  • Phone and/or two-way radio

    • Procedure

    1. Assess the Situation

    1. Is the situation is an Emergency?

        (i.e - injuries that ARE NOT treatable with first aid)

        Yes: move onto Step 2.

    2. Not an emergency

        (i.e. - no injuries or minor injuries that are treatable with first aid)

        Skip to step 3.

    2. Dial 000 When Situation is an Emergency

    3. Secure The Scene

    1. Remove the bus from traffic if there’s somewhere close by to do so.
    2. Take bus out of gear and apply handbrake.
    3. Protect passengers – In most cases, keep them on the bus, unless the environment on the bus is unsafe.

    4. Provide First Aid, WHERE TRAINED

    1. If you have been first aid trained and/or feel able to do so safely, administer first aid.
    2. If you are not confident to provide first aid DO NOT do so.

    5. Notify Operations via phone on (03) 9438 3666

    1. Use the phone instead of the two-way where possible, so as to maintain calm on the bus and keep other drivers out of your business.
    2. If the phone is not an option, use the two-way.
    3. Provide the following information:
      1. Location
      2. Vehicles involved
      3. Approximate number of passengers onboard
      4. Injuries (if any)
      5. Property damage
      6. Details of incident

    6. Collect Photos

    1. If there’s damage to the vehicle or other property, take pictures of:
      1. the overall scene
      2. damage to bus
      3. damage to other property / vehicle including rego plate.
    2. Depending on the extent of the damage may, operations need to organise a replacement bus to be sent out to you.

    7. Submit an Incident Report and Photos

    Recording your account of the incident, to the best of your memory, and sharing the photos you took is important to protect both you and the company.

    At the end of your shift, take the time to submit a report and share photos in one of these ways:

    1. via Paper Form and CMS – complete a paper Accident Report form (available at operations) and submit the photos via CMS.
    2. via Email – scan the QR code below. It will launch the email application on your phone. Fill out the headings and attach your photos

    8. Submit a Defect Report

    Let the workshop know about damage to your bus by submitting a defect report via CMS at the operations kiosk computer.

    Review Schedule and Change Log

    VersionDateAuthorChange Summary
    1.02026-03-25Joel SmithInitial draft