Incident Management
Advice Care takes participant safety seriously. We record, respond to, review and learn from incidents to support safer and better NDIS services.
Our Approach to Incident Management
Incident management is an important part of safe NDIS service delivery. An incident may be something that causes harm, could have caused harm, or raises concern about participant safety, wellbeing, rights or support quality.
Advice Care aims to respond to incidents quickly, respectfully and properly. Our priority is to make sure the participant is safe, receives any required support, and that the incident is recorded, reviewed and followed up.
We also use incident information to improve services, reduce future risks, support worker learning and strengthen participant safety.
Immediate Safety
We first focus on participant safety, health and urgent support needs.
Incident Recording
Incidents are recorded clearly so they can be reviewed and followed up.
Reportable Incidents
Some serious incidents may need to be reported to the NDIS Commission.
Participant Support
Participants are supported with respect, dignity and clear communication.
Review and Action
We review incidents and decide what actions are needed to reduce future risk.
Continuous Improvement
We use incidents to improve training, systems, communication and support planning.
What Is an Incident?
An incident is any event or situation that affects, or could affect, the safety, wellbeing, rights or dignity of a participant. Incidents can happen during support at home, in the community, during transport, at appointments or during group activities.
Incidents may include injury, illness during support, medication concerns, behaviour-related risks, missing supports, accidents, privacy breaches, unsafe environments, neglect concerns or any situation where a participant may be harmed or placed at risk.
- Injury or accident during support
- Health or safety concern
- Medication or care-related concern
- Behaviour-related incident
- Abuse, neglect or exploitation concern
- Privacy or confidentiality breach
Immediate Danger?
If someone is in immediate danger or needs urgent medical help, call emergency services first.
Call 000How Advice Care Responds to Incidents
Our incident response process is designed to protect participants, support workers and improve service quality. We aim to respond in a calm, respectful and practical way.
1. Make Safe
We take steps to make the participant and environment safe.
2. Get Help
We contact emergency services, family, carers or health professionals where needed.
3. Record Details
We record what happened, when it happened, who was involved and what action was taken.
4. Notify Relevant People
We notify the right people where consent, safety or reporting requirements apply.
5. Review the Incident
We review causes, risks and actions needed to prevent similar incidents.
6. Improve Supports
We update support plans, training or procedures where needed.
Reportable Incidents
Some serious incidents are called reportable incidents. These may need to be reported to the NDIS Quality and Safeguards Commission. Reportable incidents are treated seriously because they may involve serious harm, risk, abuse, neglect or other major safety concerns.
Advice Care aims to identify reportable incidents and follow required reporting steps. This may include notifying management, supporting the participant, recording evidence, contacting relevant people and submitting required reports within required timeframes.
Participants, families, carers and support coordinators can also raise serious concerns with Advice Care or contact the NDIS Commission directly. If the matter involves immediate danger, emergency services should be contacted first.
Our goal is to respond properly, protect the participant, reduce future risk and improve service quality.
Participant Rights During Incident Management
Participants have rights during and after an incident. Advice Care aims to protect participant dignity, privacy, choice and safety during incident response and review.
Right to Safety
Participants have the right to be safe and receive urgent support when needed.
Right to Respect
Participants must be treated with dignity and respect during incident response.
Right to Information
Participants should receive information in a way they can understand.
Right to Privacy
Incident information is handled carefully and shared only when appropriate.
Right to Support
Participants may involve a trusted person, advocate or support coordinator.
Right to Complain
Participants can make a complaint if they are unhappy with the response.
Learning From Incidents
Incident management is not only about reporting. It is also about learning. Advice Care reviews incidents to understand what happened, why it happened and what can be improved.
This may lead to changes in support plans, risk assessments, worker training, communication, supervision, environmental safety or service delivery procedures.
- Review participant risks and support needs
- Update support plans where needed
- Provide worker training or guidance
- Improve communication with support networks
- Strengthen safety and prevention strategies
Safety and Improvement
We use incidents and feedback to improve services and reduce future risks.
Give FeedbackNeed to Report a Concern?
Contact Advice Care to report an incident, safety concern or service issue.
Contact Advice CareFrequently Asked Questions
What is incident management in NDIS support?
Incident management is the process of responding to, recording, reviewing and learning from incidents that affect participant safety, wellbeing, rights or service quality.
What should I do in an emergency?
If someone is in immediate danger or needs urgent medical help, call 000 first. Then notify Advice Care when it is safe to do so.
Can participants report incidents?
Yes. Participants, families, carers, support coordinators and workers can report incidents or safety concerns.
What happens after an incident is reported?
Advice Care reviews the incident, supports the participant, records details, takes action where needed and uses the information to improve safety and service quality.