How to Avoid Panic When a Complaint or Audit Lands

Audits. Complaints. Regulatory inspections.

These words can strike fear into even the most experienced Traffic Management company. Not because they’re doing the wrong thing—but because proving they’re doing the right thing after the fact can be surprisingly difficult.

Whether it’s a state road authority conducting a random audit or a member of the public lodging a complaint about an allegedly unsafe setup, the pressure is always the same:

Can you prove your site was set up according to the approved TMP and TGS?

In this blog, we break down how Traffic Management companies can move from reactive scrambling to proactive audit-proofing. By putting the right systems in place, you’ll no longer fear the knock at the door or the email that begins with “We’ve received a complaint...”.

Why Are Traffic Management Audits Increasing?

Roads and worksites are high-risk environments where public safety is at stake. Because of this, governments and road authorities across Australia have been tightening enforcement over the past few years.

Key trends driving the increase in audits and scrutiny include:

Public complaints via online channels (photos/videos often go viral)
High-profile accidents involving improper site setups
Changes to Codes of Practice and TGS specifications across several states
Digitisation of compliance processes, which makes recordkeeping and retrospective review much easier for regulators

For example*:

In Western Australia, from 1 January 2025, contractors working under the MRWA Code of Practice must retain evidence of site compliance, which can include drive-through video recordings of setups.
Victoria’s Department of Transport and Planning (DTP) launched a Traffic Management Surveillance Framework, where random and risk-based inspections occur and non-compliance may result in improvement notices or contract penalties.
NSW’s SafeWork issued over $55,000 in fines in 2023 alone for traffic and construction safety-related breaches.
Queensland’s Manual of Uniform Traffic Control Devices (MUTCD) has evolved to emphasise responsibility not just for plans, but execution and verification.

Across the board, the clear message is: Show us how you complied, not just what you planned.

What Happens When You're Not Audit-Ready?

Let’s look at a real-world sequence of events:

Scenario:

A subcontractor receives a complaint from a local resident claiming unsafe pedestrian access during a lane closure.

Regulatory officers request documentation showing:

The approved TMP and TGS for that day
Evidence that the setup matched the plans
Time and location data to confirm when and where the setup was completed

The contractor scrambles. Their team didn’t take photos. The traffic controllers have since moved to other projects. The site diary is incomplete.

Suddenly, a routine job becomes:

An administrative fire drill
A hit to your professional reputation
A potential breach of contract

And in some cases, a financial penalty or exclusion from future tenders

The Cost of Not Being Prepared

❌ Time lost gathering incomplete evidence
❌ Management distraction from revenue-generating work
❌ Risk of non-payment for disputed works
❌ Fines, legal exposure, and contractual disputes
❌ Reputational damage with clients or government authorities

This is avoidable.

A Proactive System for Audit-Proofing

So how do you “audit-proof” your traffic management operations?

The answer lies in implementing a repeatable, reliable, and tamper-proof system of site verification and evidence capture.

Here’s how to do it:

1. Build Compliance into the Site Setup Workflow

Compliance isn’t an afterthought. It starts during setup.

Site teams need to follow a checklist aligned with the TMP/TGS, including key compliance markers such as:

Cone and signage placement
Safe pedestrian access
Lighting and visibility in low-light areas
Vehicle and plant separation
Emergency access and egress points

🟢 Pro tip: Include prompts in the job management system or app used by your teams that require them to confirm completion of setup before they start work.

2. Record Evidence at the Right Time

If it’s not timestamped, it didn’t happen.

Verbal reports, memory, and vague notes won’t stand up in an audit or dispute. You need objective, timestamped evidence of the exact conditions on site.

The most robust method?

📹 A drive-through site video, captured by a Team Leader or team member at the time of setup, with GPS and timestamp metadata.

Other supporting evidence may include:

Photographs from multiple angles
Drone footage (if required)
Checklists signed by Team Leaders or Traffic Controllers
Digital records submitted through field apps

🟢 Pro tip: Make it easy for your team—use a simple process or tool that integrates evidence capture into their daily routine.

3. Store Records Securely—and Long Enough

Different clients and authorities may have different retention requirements. Some projects require you to store evidence for:

2–3 years (standard contract disputes)
7+ years (major civil projects, government work, or insurance cases)

That means relying on mobile phones, portable hard drives, or memory cards is risky.

You need:

A centralised cloud-based system
Searchable by site, date, team member, or project
With version control and permissions access
With automatic retention settings

🟢 Pro tip: Make sure your evidence system aligns with your client’s retention and audit requirements, not just your own.

5. Conduct Internal Spot Checks Before the Authorities Do

Don’t wait for the client or government inspector to find an issue—find it yourself.

Conduct regular internal audits on:

Randomly selected jobs
Evidence quality and completeness
Adherence to TMPs/TGSs
Team training and understanding

🟢 Pro tip: Include “mock audits” as part of your monthly QA process. If you can’t pass your own audit, you won’t pass the real thing.

Real Benefits of Being Audit-Ready

You can respond to client enquiries in minutes, not days
You avoid panic, stress, and reputational damage
You reduce your legal and contract risk
You improve operational discipline and team accountability
You position yourself as a premium contractor—the kind clients trust for high-profile jobs

Audit-proofing isn’t just about compliance. It’s about peace of mind. It's a professional standard that says, “We’ve got this covered. We do it right every time.”

The Bottom Line: Make Compliance Boring

That might sound odd, but the goal is to make audits uneventful. Just another file to send. Just another question you’re fully prepared to answer.

When you’ve got the right system in place, complaints, audits, or investigations become a formality—not a crisis.

Final Thoughts

Being proactive about compliance isn't about ticking boxes. It's about protecting your people, your reputation, and your business.

Every TMP or TGS you follow represents a promise to the public, your client, and your team that you’re managing risk. The best way to back up that promise?

Timestamped.
Traceable.
Verifiable.

Audit-proofing is no longer a “nice-to-have.” It’s the new standard.

*references:

Main Roads Western Australia. (2024). State Road Traffic Management Company Registration Scheme Improvement [Newsletter No. 8, December 2024]. Main Roads WA. Retrieved from: https://www.mainroads.wa.gov.au/495f5b/globalassets/technical-commercial/working-on-roads/newsletter-8-state-road-traffic-management-company-registration-scheme-improvement.pdf

Department of Transport and Planning (Victoria). (2024). Traffic Management Code of Practice and Surveillance Framework. State Government of Victoria. Retrieved from: https://transport.vic.gov.au/Business/Road-and-traffic-management/Traffic-Management-Reform-program/Traffic-management-code-of-practice-and-surveillance-framework

SafeWork NSW. (2023, August). SafeWork warning follows upward trend in failure to notify and disturbance of scenes. NSW Government. Retrieved from: https://www.nsw.gov.au/departments-and-agencies/customer-service/media-releases/safework-warning-follows-upward-trend-failure-to-notify-and-disturbance-of-scenes

Queensland Department of Transport and Main Roads. (2024). TTM Update: QGTTM and MUTCD Updates Effective 31 March 2025. Maritime Safety Queensland. Retrieved from: https://www.msq.qld.gov.au/tmr_site_msqinternet/_/media/busind/techstdpubs/traffic-management/ttm/ttm-update.pdf

Queensland Department of Transport and Main Roads. (2024). Queensland Guide to Temporary Traffic Management – Part 3: Planning and Design (Version 3). Retrieved from: https://www.tmr.qld.gov.au/_/media/busind/techstdpubs/traffic-management/qgttm/qgttm-part-3.pdf

Audit-Proofing Your Traffic Management Projects: A Proactive Approach