WHAT IS INCIDENT RESPONSE?

Incident response refers to the structured approach to managing disruptive events that impact the flow and safety of transport networks. It ensures safe and reliable transport infrastructure. At Ventia, we deliver rapid, coordinated, and professional services that protect road users, minimise disruption, and restore operations swiftly across diverse environments. 

Ventia’s approach is built on industry best practices and national frameworks, including:

• Integrated Process for Traffic Incident Management (IPTIM) – Australia 
• Coordinated Incident Management System (CIMS) – New Zealand 
• State-specific protocols 

WHAT WE DO

• 24/7 Monitoring & Dispatch - Real-time surveillance and rapid deployment of response teams.
• Multi-Agency Coordination - Seamless collaboration with emergency services and other stakeholders.
• Site Safety & Traffic Management - Immediate hazard mitigation, traffic flow restoration, and public safety assurance.
• Incident Classification & Escalation - Scalable response tailored to incident severity—from minor disruptions to major emergencies.
• Clear Communication - Timely and accurate information flow among agencies and to the public.
• Quick Clearance - Fast restoration of services to keep traffic moving and road users safe.
• Evaluation & Continuous Improvement - Post-incident analysis to improve future response capabilities and infrastructure resilience through data-driven insights.

WHAT CAN ROAD USERS EXPECT FROM INCIDENT RESPONSE

When an incident occurs on the road, whether it’s a crash, breakdown, or hazard, our incident response teams are there to ensure safety, restore traffic flow, and support road users. Motorists can expect:

Rapid Response

• Teams are dispatched quickly to the scene; they arrive within minutes in clearly branded vehicles and uniforms that identify them as incident response.

Safety First

• Immediate hazard control to protect motorists and responders.
• Traffic management measures to prevent secondary accidents.

Clear Communication

• Electronic signage, alerts, and updates to keep drivers informed.
• Coordination with emergency services for serious incidents.

On-Site Support

• Assistance with vehicle breakdowns 
• Help with towing, fuel spills, or debris removal
• Provide first aid

Minimised Delays

• Efficient clearance of incidents to restore traffic flow.
• Provide safe lane availability

Professionalism & Transparency

• Trained personnel following national protocols.

WHERE WE WORK

Ventia delivers professional, scalable incident response across a wide range of network types and scenarios:

Routine Traffic Disruptions

• Vehicle breakdowns in live lanes or shoulders, such as flat tyres, or overheating 
• Minor collisions
• Pedestrian or cyclist incidents
• Animal strikes, livestock or wildlife on roads
• Debris and obstructions such as fallen cargo, tree branches, or construction materials  
• Infrastructure failures such as damaged barriers, signage, lighting, or road surfaces

Emergency & Crisis Events

• Major incident scenes requiring emergency services and traffic control, such as multi-vehicle crashes, fires, hazardous material containment and cleanup
• Support for evacuation and emergency access routes 

Severe Weather & Natural Disasters

• Storm-related debris, flooding, and road closures
• Bushfire response including traffic redirection and asset protection
• Earthquake or landslip-related infrastructure impacts 

High-Risk Environments

• High speed road networks – Motorways, tunnels, arterial roads
• Ports - Hazmat spills, operational disruptions impacting supply chain
• Airports - Airside and landside traffic incidents, security-related events 
• Industrial zones and freight corridors requiring specialised response protocols

WHAT CAN CUSTOMERS EXPECT 

With over 17 years’ experience delivering operations and incident response service we understand the pressures of operating in high-risk environments. Ventia’s proven fast response and recovery ensures:

Safety of Road Users

Incidents such as crashes, breakdowns, or debris on the road pose immediate risks to road users. A fast and professional response helps prevent secondary accidents and ensures public safety. 

Positive Customer Experience

Rapid incident resolution improves journey reliability and builds public trust in the network.

A well-managed incident response protects the reputation of asset owners by demonstrating professionalism, preparedness, and commitment to public safety.

Minimising Network Disruption 

Every minute of delay can lead to congestion, economic loss, and public frustration. Our Incident Response teams work to quickly clear hazards and restore traffic flow, reducing downtime and maintaining service reliability.

Protecting Infrastructure Assets

Timely intervention prevents further damage to roads, tunnels, bridges, and other critical infrastructure. This helps extend asset life and reduces long-term maintenance costs.

NETWORK BASED APPROACH

Ventia delivers a strategic, network-wide approach to incident response that ensures 24/7 coverage, rapid mobilisation, and efficient use of resources. Our multi-layered strategy is designed to meet the demands of complex road networks while delivering value, reliability, and prompt response to any incident on the network. 

Our extensive footprint enables us to draw on additional resources during peak periods and long-term incident events. By leveraging shared resources such as people, vehicles, and equipment across multiple sites, we unlock operational efficiencies and reduce downtime. 

Our planning is data-driven and location-specific, ensuring optimal staging of teams and heavy tow providers for faster on-scene response. Our crews are cross trained across maintenance and incident response roles, enhancing flexibility and reducing labour costs.

Our approach is built to exceed performance KPIs, ensuring lane clearance and response time targets are consistently met.

Ventia’s network-based model transforms incident response into a proactive, agile, and cost-effective service - delivering safer roads and better outcomes for all road users.

We know that traffic never stops so neither can we. Watch our videos below to learn more about how our incident response team partners with Transurban to keep road users safe.