SOP-00 Start here
Not sure what to do?
Find what it is about. Follow the arrows.
What is it about?What you seeWhat to doWhich report
The bus
something is wrong with it
Fire or smoke
Everyone outStop where people can get off. Everyone off, 50 m upwind. Never open the engine bay. Call 000, then Operations. Nobody goes back on.
Won’t move
GroundedPassengers safe. Contact Operations. Wait.
Moves, but not safe to drive
GroundedPassengers safe. Contact Operations. Wait.
Safe to drive, but not with passengers
Out of serviceNo passengers. Contact Operations. Drive where told.
A person
hurt · unwell · threatening or abusing you · suspicious · needs help
Anyone hurt? ▶ First aidIf yes: is it serious? ▶ Call 000
Threatened or abused, you or the passengers?Stay calm, keep your distance
Stop the bus▶Contact Operations
Unwell or collapsed?
Stop▶Serious: Call 000 First aid within your training. Contact Operations.
Suspicious behaviour?
Watch, do not confrontNote who, what, where, when. Contact Operations.
A weapon, violence, or a threat to lives?
Stay behind the screen▶Call 000▶Contact OperationsWrite the exact words down.
Needs help to get on or off?
Ask firstRamp or lift out, secure the wheelchair. Do not move off until they are seated. Assistance animals welcome.
No reportramp broken? + Defect
A crash, or a near miss
hit something · nearly hit, or nearly got hit · an animal
A crash?
Stop▶Hazard lights on▶Contact Operations
A near miss? Nothing hit – but it was close
An animal on the road
Brake firmly in a straight lineNever swerve for an animal.
No report
Hit an animal?
Stop when safe▶Check passengersKeep away from the animal. Contact Operations.
A child
at risk · tells you something · bus full at the stop · dangerous behaviour
Tells you something, or at risk?
In private: Tell your supervisor, not by radio
No reportthey write it down
Bus full, child waiting?
Never drive past▶Contact Operations▶Child on
No report
Minor misbehaviour?
Calm, clear wordsYour voice only. Never stop the bus to tell students off.
No report
You, or a colleague
not fit to drive · hurt or unwell · too hot or too cold
You: tired, unwell, drink, drugs, medicine?
Tell your supervisor, in private
No reporttell a person
Worried about a colleague?
Tell your supervisor, in private
No reporttell a person
Hurt or unwell at work?
Stop safelySerious: Call 000 First aid. Tell Operations now. See a doctor, ask for a Work Capacity Certificate.
Too hot or too cold?
Stop, rest, waterToo hot: shade. Too cold: get warm, out of the wind. Confused, collapsed, hot dry skin: heat stroke, Call 000 Tell Operations.
No reportheat stroke: Incident
Outside the bus
spill · bad stop or road · depot gear · traffic · weather · an animal · the yard
Could hurt someone, but nothing has happened yet
Water over the road · storm · hail
Never drive through floodwaterStop away from trees and powerlines. Contact Operations, follow their diversion.
An animal on the road
Brake firmly in a straight lineNever swerve for an animal. Hit it? See A crash
In the yard or at a staging site
Hi-vis onMarked walkways, never behind a running bus. Moving a bus: walk around it first, spotter to reverse into a fuel bay. Refuelling: engine off, no phone, gloves.
No reportspill: Hazard
Left on the bus
a bag · a box · a parcel · a child
Just forgotten?
Hand it to a person at Operations
No report
A child? Stay with them. Contact Operations
No report
A complaint
from a passenger · about you
Don’t argue
Don’t escalate
Don’t defend
Don’t escalate
Don’t defend
Give them 07 3733 3599▶Tell Operations the facts, same shift
No report
A complaint about you?
Take part in the reviewFacts only. Nothing is decided until the facts are checked. Want support? Your supervisor.
No report
Still not sure? Ask Operations – 07 3733 3599. A wrong report is better than no report.
Tunnel ahead and the bus feels wrong? Do not go in. Already inside? Get out first, then stop where it is safe.
Before you tap: parked, park brake on, seatbelt off.
Stepping off the bus? Engine off, key with you.
Media approaches? “I’m not in a position to comment.”
Quick Reference Handbook Thompson Bus Services
SOP-00 v1.0.1 · printed card v1.0