The current fuel supply disruption has triggered a wave of panic buying across Australia, with some regional service stations reporting unprecedented demand and being forced to ration fuel or impose purchase limits. Even in metropolitan areas, many sites have experienced queues stretching onto public roads, customers filling multiple containers, and heightened tension on the forecourt. For operators, managing this kind of surge safely and effectively requires a calm, structured approach.
The most immediate priority is safety. When the forecourt is congested and customers are anxious, the risk of incidents increases. Vehicles queuing across driveways, customers leaving engines running, and people filling unapproved containers all create hazards. Staff should be briefed on how to manage traffic flow as best they can and reminded of the rules around approved fuel containers. If conditions become genuinely unsafe, operators should not hesitate to temporarily close pumps or limit access until the situation can be brought under control.
Imposing purchase limits is a practical step that many operators have already taken. Capping transactions at a set dollar amount or litre limit helps ensure fuel is available for more customers and reduces the likelihood of stockpiling. If you choose to implement a limit, communicate it clearly with signage at the pump and at the counter. Staff should be prepared to explain the reason calmly and consistently. Most customers will accept a reasonable limit if they understand the intent behind it.
Staff welfare is equally important during these periods. Customers under pressure can become aggressive, and frontline staff bear the brunt of that frustration. Make sure your team knows they are supported and that they do not need to tolerate abusive behaviour. Review your incident reporting process so that any confrontations are logged and addressed. If a staff member feels unsafe, they should have the authority to step back and seek support without hesitation.
Communication with your fuel supplier is also critical. If demand at your site has spiked well beyond normal levels, let your supplier know as early as possible. Understanding your next scheduled delivery and whether additional supply can be arranged helps you plan and set realistic expectations for customers. The government has directed that priority supply be given to regional areas and independent distributors, though many operators in regional areas remain understandably sceptical about whether that commitment will translate into fuel actually reaching their tanks. Hopefully that becomes a reality, but in the meantime it is worth confirming with your supplier where you sit in that allocation and holding them to account on delivery timelines.
Social media can work for or against you during a crisis like this. Customers will share photos of queues, empty pumps and prices online. Being proactive with a short, factual update on your site’s status, such as whether fuel is available and any limits in place, can reduce misinformation and help manage demand. Avoid making promises about deliveries or prices you cannot control.
Periods like this are stressful for everyone involved, but they are also an opportunity to demonstrate that your site is well run and that you look after your customers and your community. Operators who stay calm, communicate clearly and put safety first will be the ones customers remember positively when things settle down.