Incident management system

An on-demand service must be operated safely with an appropriate and effective Incident Management System.  The Incident Management System intends to make on-demand travel safer by managing incidents and to help to prevent a future incident.

Why is an Incident Management System important?

It is the law that a Booking Service Provider (BSP) has an Incident Management System to deal with incidents and near misses for their on-demand service.

A BSP which has an appropriate and effective Incident Management System has an on-demand service which:

• meets its obligations to provide the safest possible on-demand service
• ensures incidents are handled appropriately
• creates awareness through training and documenting instructions so staff know what to do in the event of an incident, and
• fixes any deficiency and improves the Safety Management System and Risk Management System to reduce the likelihood that a similar incident reoccurs.

What is an incident?

An incident is an event that causes an injury or death of a driver, passenger or other road user, damage to a vehicle or vehicle equipment or disruption to a service, such as:

• a crash (an accident)
• an event involving a person is injured or killed
• a vehicle break down
• a vehicle detected as being unroadworthy
• a driver becoming unwell during the service
• an unsafe road condition so the road is not usable
• an assault or threat to the driver of, or passenger in a vehicle, and
• a medical emergency involving the driver of, or a passenger.

An incident can also be if there has been any alleged offences or breaches of legislation that occur in relation to the on-demand service such as offences committed by drivers and other employees including:

• criminal offences
• breaches of the Passenger Transport Services Act and Regulations, Taxi and Hire Vehicle Industries Act and associated regulations, Traffic Act and associated regulations, the Vehicle and Traffic Act and associated regulations and Federal or State Anti Discrimination Legislation.

A near miss is an event which has the potential to have led to personal injury or death, or vehicle damage.  For example, a passenger who does not sustain injury when they fell when the driver drove off before the passenger was fully out of the vehicle.

What is an Incident Management System?

A BSP or its responsible operator uses an Incident Management System to identify, record, investigate and manage incidents.

The complexity of the Incident Management System will depend on the on-demand service such as its size, where it operates, and its performance history around prior incidences and near misses.

Who does it apply to?

The BSP and/or their responsible person must develop and maintain an Incident Management System.

What are the components of an Incident Management Systems?

• An Incident Management Plan to prepare staff for an incident and near misses which documents:
• who to report an incident example, including responsibilities and the response to the incident
• how to undertake an investigation
• An approach to create awareness and train staff about the procedures
• An approach to keep and maintain procedures, and
• An approach to review, improve and update the Incident Management System after each incident or near miss

How to put together an Incident Management Plan?

There are different ways to develop an Incident Management Plan.  The Incident Management Plan can be simple and/or tailored for the on-demand service’s needs.  One way is to follow the following steps:

Step 1   What could happen?

• Identify the potential incidents (such as a crash, vehicle break down) and near misses that may trigger use of the plan.

Step 2   How potential incidents will be dealt with?

When the potential incidents and near misses are identified, work out the procedures that would need to be followed:

• before the incident occurs - the procedures around administration
• the description of incidents and near misses that may trigger the procedure
• the person who is responsible for undertaking certain actions if an incident or near miss occurs
• the procedures to be followed by the operator, driver or staff to tell passengers for the reason the service can not be provided and the arrangement for the completion of the service
• the keeping of records relating to an incident or near miss
• if an incident occurs
• what the driver is to do to keep passengers safe
• what is the driver’s legal obligations and duties if there is personal injuries
• who the driver is to report the incident to
• the instructions the driver is to give to passengers and
• back up travel
• after the incident:
• the requirements to notify the Transport Commission
• the investigation process to include information about:
  • - the identity of the driver and the vehicle
  • - where and when did it happen
  • - what was the hazard(s) that triggered the incident
  • - were there any contributing factors
  • - the seriousness of the incident – was there vehicle damage or personal injury
  • - was the Transport Commission notified
• from the investigation report determine:
  • - if the hazard was listed on the Hazard Management Plan and Safety Risk Register template
  • - if listed was the actions in place that could be taken to reduce the likelihood or severity of the incident
• from the outcomes of the investigation report, identify:
  • any recommendations and place them on the continuous improvement register
  • update the Hazard Management Plan
  • update the Safety Risk Register
• the procedures to be followed to notify the Transport Commission of a notifiable finding.

Note if an incident leads to a fatality, Tasmania Police will be responsible for undertaking the investigation.

How to use an Incident Management Plan?

The incident report needs to be given to the appropriate person in the on-demand service (such as the Responsible Person or their nominee) to ensure:

• any vehicle damage is assessed, and put on the vehicle register with the vehicle being fixed within the appropriate timeframe
• any notifiable incidents are reported to the Transport Commission
• undertake an incident investigation to determine if their safety systems factored into the incident which can lead to the improvement of the service, and
• update the Hazard Management Plan and Risk Register, and make any changes to the Safety Management System