Incident management policy

About this Document

Our commitment is to promptly respond to and resolve incidents, ensuring your happiness and safety. This document aims to guide you on:

  • Recognizing incidents
  • Seeking help
  • Our response to incidents
  • Information we need from you
  • How we assist those involved in incidents


What is an Incident?

An incident refers to a situation where something has gone wrong, typically involving harm or negative outcomes. Examples include harm or abuse, property loss or damage, near misses that could have caused harm, medication errors, harmful changes to support routines, or illegal activities.

How to Get Help:

If you experience or witness an incident, report it to us promptly. You can report an incident at any time, and we are here to assist you in doing so. Family members, advocates, or friends can also help you report an incident. You can report an incident by informing a worker, sending an email, or making a phone call. If you feel dissatisfied with how we handled the incident, you can file a complaint with the NDIS, and we will support you in this process.

How We Respond to Incidents:

Upon receiving information about an incident, we aim to respond immediately, notifying you of the course of action if an immediate response is not possible. All our workers are trained to respond to incidents. Less serious incidents are resolved internally, with our involvement and cooperation with all parties concerned. For more serious incidents, we may involve external organizations, a process known as escalation. Depending on the incident, we may escalate it by contacting the NDIS Quality and Safeguards Commission, the police, an external investigator, or other support services.

Information We Need:

To resolve an incident, accurate records are crucial. We will ask you about the incident, including details such as what happened, when it occurred, where it happened, and who was involved. If there are any concerns about sharing information, please inform us.

Records about the incident will be kept for at least 7 years.

How We Help You:

We prioritize upholding your rights and ensuring your safety. If you are affected by an incident, we will provide the necessary support, such as offering counseling if you are stressed. In cases where individuals have done something wrong, we will take appropriate disciplinary action. For instance, if a worker has caused harm, they will not work with us again. We will review the incident resolution process and make necessary changes to improve our services and prevent future incidents.