Incident Management

Any act or incident that causes, or has the potential to cause, harm to or by an NDIS Participant in connection with the provision of NDIS supports or services is considered an Incident by the NDIS Quality and Safeguarding Commission. An Incident has the potential to jeopardize the health, safety, and recovery of participants with psycho-social disabilities. It may also have a substantial influence on employees, their families, caregivers, and members of the community.

NDIS registered Providers must have an efficient Incident Management system in place to meet their commitments to offer safe and high-quality services and support.

Efficient Incident Management System

  • Do the participants seem to be focused?
  • Participants, families, careers, and all staff members have access to them.
  • Include a safeguarding system (rules and procedures) that is appropriate for the size, breadth, and nature of the services.
  • Keep track of all real, alleged, and near-miss incidents.
  • Determine the roles and responsibilities of those who must report a Reportable Incident to the NDIS Commission.
  • Describe the steps to take if an unlicensed restrictive practice is used.
  • Are ingrained in the ethos and practice of customer service
  • Are dedicated to quality control and ongoing improvement



NDIS Providers must identify, assess, record, manage, and resolve every issue using their internal Incident Management system, and they must report any Reportable Incident to the NDIS Commission within 24 hours.

Any of the following occurrences constitute a Reportable Incident (including allegations):

  • A participant’s death
  • A participant’s serious injury
  • Abuse or neglect (by staff or other NDIS Participants under the care of the Provider)
  • Sexual misbehavior against or in the presence of a Participant
  • Unlawful sexual or physical contact or assault
  • The illegal use of a Restrictive Practice*, which involves grooming Participants for sexual engagement.

Any activity or intervention that restricts a person with a disability’s rights or freedom of movement is referred to as a restrictive practice. Chemical, physical, mechanical, environmental constraint, and seclusion are examples of Regulated Restrictive Practices that are used to protect a person or others from harm. It is UNAUTHORIZED and must be reported to the NDIS Commission within 5 days if a restrictive practice is not included in a Behaviour Support Plan created by a Behaviour Support Practitioner.

A Step-by-Step Guide to Effective Incident Management

Take all reasonable steps to protect participants with psychosocial disabilities from all forms of harm:

  • Identify potential dangers to participants, employees, and the community
  • Implement a user-friendly Incident Management system
  • Recognize obstacles or changes in well-being (with Participant and support networks)
  • To limit the risk of damage, take into account each Participant’s varied requirements (e.g., disability, cultural, religious/spiritual, age, gender, and sexual identity) and incorporate a strengths-based, person-centered practice.
  • Verify that any regulated restrictive practices have been used with consent.
  • Comply with the NDIS Commission’s worker screening criteria, and make sure all employees are familiar with and follow the Incident Management system.
  • Ensure that employees are trained in best practices in psychosocial treatment delivery, such as trauma-informed and recovery-oriented care. Oriented practices, de-escalation skills, and working with complicated or co-occurring needs are all things that should be considered.

Where an actual or alleged incident has occurred, take all reasonable actions, as outlined in the Incident Management system, to act to prevent additional harm:


  • Assist staff in identifying, reporting, and responding to all incidents.
  • Support the impacted person or persons involved in the incident
  • Report any allegation of a criminal offense to the Police and/or other relevant authority
  • Notify the NDIS Commission Portal within 24 hours for all Reportable Incidents using an Immediate Notification Form


Analyze incident-related data on a regular basis to identify major themes and issues. Changes should be made to improve quality and safety and to prevent future incidents:


  • Review the Incident Management system on a regular basis and consider corrective action to improve quality and safety (e.g., worker training, policy or procedure enhancements, or changes to the environment/method of providing a service or support).
  • Encourage staff, participants, families, and careers to provide feedback;
  • Make the Complaints Management system available to participants, families, and careers; and
  • Whenever possible, try to decrease and eliminate the usage of restrictive practices.
  • Keep all incident records for a period of seven years.