Key takeaways
- Every registered provider needs a documented, working incident management system.
- There are six types of reportable incident; most must be notified within 24 hours.
- The clock starts when any key personnel become aware, so escalation must be immediate.
- Safety and support come first, then reporting, then learning.
Every provider needs an incident management system
All registered providers must have an incident management system that meets the NDIS (Incident Management and Reportable Incidents) Rules. It must be documented, proportionate to your size and the supports you deliver, and actually used. That means:
- workers know what an incident is and how to report it
- incidents are recorded, responded to and, where needed, investigated
- the participant is involved and supported
- you learn from incidents and make changes
What counts as an incident
Broadly, an incident is something that happens in connection with your supports that harmed, or could have harmed, a participant. It also includes harm caused by a participant to another person, and reportable incidents that are alleged to have happened. Near misses are worth recording too, because they show you spot risks early.
The six reportable incidents
Some incidents must be notified to the NDIS Commission. These are:
- the death of a person with disability
- serious injury of a person with disability
- abuse or neglect of a person with disability
- unlawful sexual or physical contact with, or assault of, a person with disability
- sexual misconduct committed against, or in the presence of, a person with disability, including grooming
- the use of a restrictive practice in relation to a person with disability, other than in line with an authorisation and behaviour support plan
These apply when the incident happened, or is alleged to have happened, in connection with the supports you provide.
Timeframes
Most reportable incidents must be notified through the Commission Portal within 24 hours of any of your key personnel becoming aware of it. An unauthorised use of a restrictive practice where nobody was harmed has a longer timeframe of 5 business days. A more detailed follow-up report is due within 5 business days, and the Commission may ask for a final report.
The clock starts when your key personnel know, so workers must escalate straight away, including at night and on weekends. Rules and guidance change. Check the current guidance on the NDIS Commission website before you rely on a detail.
The first hour
- Make everyone safe. Call emergency services if needed.
- Contact police if a crime may have occurred, and preserve evidence.
- Support the participant, and involve their family or supporters in line with their wishes.
- Tell your key personnel immediately.
- Record facts: what happened, when, who was involved, what was done.
Keep incident records. The Rules require records to be kept for 7 years.
What auditors typically look for
- Incident forms and an incident register that match each other.
- Reportable incidents notified on time, with the Portal reference recorded.
- Investigations and improvements that came out of incidents.
- Workers who can explain what they would do and who they would call.
- Evidence participants were involved and supported after an incident.
Knowledge check
1. A worker sees a colleague push a participant, who is not injured. Is this a reportable incident?
Unlawful physical contact with, or assault of, a person with disability is reportable whether or not there is an injury.
2. When does the 24-hour notification clock start?
The timeframe runs from when your key personnel become aware, which is why immediate escalation matters.
3. What should happen first after a serious incident?
Immediate safety comes first. Notification and records follow.
Practical checklist
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Related documents in the full set
- Incident Management Policy and Procedure
- Incident Report Form
- Incident Investigation Form
- Incident Register
- Easy Read Feeling Safe and Speaking Up
General information based on the NDIS rules and Practice Standards current when this guide was reviewed. It is not legal advice. Check the NDIS Commission and the Federal Register of Legislation for the latest requirements.