Lone Worker Plumbing Emergency Callout SWMS

Lone worker and emergency callout plumbing covers plumbing work carried out by a lone worker responding to emergency callouts — attending burst pipes, blockages, leaks and other plumbing emergencies alone, often out of hours and at unfamiliar properties. The defining consideration is that the worker is alone, so there is no one on site to assist or raise the alarm if something goes wrong, and the emergency nature and unfamiliar properties add uncertainty. This document is written on the basis that lone worker emergency callout plumbing is carried out by a licensed plumber with the lone-worker, communication, unfamiliar-property and emergency controls in place.

Lone worker and emergency callout plumbing is carried out to the relevant parts of AS/NZS 3500, with the lone worker supported by communication and check-in arrangements, the unfamiliar property and its hazards assessed on arrival, and the emergency work carried out safely despite the urgency. The lone-worker hazard, the communication and check-in, the unfamiliar property, and the emergency nature are the considerations. This document coordinates the lone-worker, communication, unfamiliar-property and emergency controls so the callout work is carried out safely.

Hazards identified

9 hazards covered, sorted by priority.

Control measures

Hierarchy-of-controls order: elimination → substitution → isolation → engineering → administrative → PPE.

1. 1Administrative: support the lone worker with communication and check-in arrangements — a means of communication, regular check-ins, and a procedure if the worker does not check in — so assistance can be raised if something goes wrong.
2. 2Administrative: assess the unfamiliar property and its hazards on arrival before starting work, and do not proceed where the situation is unsafe.
3. 3Administrative: where water and electricity meet, treat the area as an electrical hazard and have the electrical supply isolated and electrical safety confirmed by a licensed electrician.
4. 4Administrative: do not carry out confined space, excavation or other high-risk work alone where it requires a standby person or assistance, and arrange support for such work.
5. 5Administrative: manage personal safety and security at the property, and despite the emergency carry out the work safely and not rushed or unsafe.
6. 6Administrative: manage contaminated water and biological hazards with hygiene controls and protective clothing, and manage the stored water, pressure and energy.
7. 7Administrative: manage fatigue from out-of-hours callout work, and carry out the work to the relevant parts of AS/NZS 3500.
8. 8Administrative: ensure the work is carried out and certified by an appropriately licensed plumber, drainer or gasfitter under the relevant state or territory plumbing and gasfitting licensing scheme, with the relevant competencies and a compliance certificate issued where required.
9. 9Administrative: all workers must hold a valid White Card (General Construction Induction Training, CPCCWHS1001) where the work is construction work, with the plumbing, gasfitting, confined space and any other competencies required for the work.
10. 10Administrative: conduct a pre-start toolbox talk covering the day's work, identified hazards, isolations, required PPE and emergency procedures, and record attendance in the consultation section.
11. 11Administrative: consult workers and any health and safety representatives on the work and its risks, record the consultation, and keep this document available at the workplace.
12. 12PPE: eye protection to AS/NZS 1337.1, hearing protection where required, gloves appropriate to the task, high-visibility clothing, and Class I or Class II safety footwear with protective toecap to AS/NZS 2210.3.
13. 13Administrative: review and update this SWMS whenever the work scope changes, after any incident or near miss, when a worker or health and safety representative raises a concern, when new hazards are identified, or at minimum every 12 months.

Applicable Codes of Practice

Worked example

A licensed plumber is engaged to attend an emergency callout for a burst pipe at an unfamiliar property, out of hours and alone. The lone worker is supported with communication and check-in arrangements — a means of communication, regular check-ins, and a procedure if the worker does not check in — so assistance can be raised if something goes wrong. The unfamiliar property and its hazards are assessed on arrival before starting work, and the worker does not proceed where the situation is unsafe. Because water has reached electrical installations, the area is treated as an electrical hazard and electrical safety confirmed by a licensed electrician. Confined space, excavation or other high-risk work requiring a standby person is not carried out alone, and support arranged for such work. Personal safety and security at the property are managed, and despite the emergency the work is carried out safely and not rushed. Contaminated water and biological hazards are managed, and the stored water, pressure and energy managed. Fatigue is managed. The work is carried out to the relevant parts of AS/NZS 3500, and the records retained.

Related legislation

• Model Work Health and Safety Act — primary duty of care; the duty to consult workers; the reckless-conduct offence; and notifiable-incident provisions, as enacted in each jurisdiction.
• Model Work Health and Safety Regulations — Section 291 high risk construction work and the SWMS preparation and review duties, and the confined space, excavation, demolition and electrical provisions where applicable, as enacted in each jurisdiction.
• The relevant plumbing and drainage standards AS/NZS 3500 (Parts 0–5), AS/NZS 5601.1:2022 for gas, the pressure piping and pressure equipment standards, the AS 4032 valve standards, and the hazardous chemicals, demolition and asbestos requirements, are called up by the relevant legislation, together with the relevant network utility, insurer and site requirements.
• Plumbing, drainage and gasfitting work is licensed under each state and territory's plumbing and gasfitting licensing scheme, with the relevant competencies for the specialist work, and compliance certification required for notifiable work; electrical work is carried out by a licensed electrician.
• Victoria operates under the Occupational Health and Safety Act 2004 and the Occupational Health and Safety Regulations 2017, with the high risk construction work, confined space, excavation and demolition provisions applying in place of the model instruments.

Frequently asked questions