Policy centre

Incident management

policy summary

An incident is any event that caused, or could have caused, harm to a person or damage to property. That includes near misses, medication errors, anything that goes against our policies, and anything illegal. This policy explains how we respond.

Download policy (PDF) → ← Policy centre

Summary

What this policy

means for you

Our commitment

We uphold the rights of people with disability, keep participants, staff and the community safe, and work to prevent incidents. When something happens, we respond promptly, fairly and objectively, and we record, report and investigate as required.

When an incident happens

We act immediately to keep people safe, contact police and support services where appropriate, preserve evidence, let next of kin or guardians know where appropriate, and provide ongoing support to anyone affected.

Reporting to the NDIS Commission

Reportable incidents, including the death or serious injury of a participant, abuse or neglect, unlawful sexual or physical contact or assault, and sexual misconduct, are reported to the NDIS Quality and Safeguards Commission within 24 hours. Unauthorised use of a restrictive practice is reported within 5 business days, or 24 hours if it caused harm.

Fair and transparent

Everyone affected has the right to be heard without fear of retaliation, to clear explanations and updates, to independent advocacy, and to ask for a review. Privacy and confidentiality are protected throughout.

Record keeping

Incident records are kept for at least 7 years.

Who and what it applies to

All supports and services we provide, and everyone who works with us, including directors, management, workers, contractors and volunteers.

Last updated: 28 July 2026

Standards and legislation

✓ NDIS Practice Standards 2.6.1 to 2.6.4: Incident management

✓ NDIS (Incident Management and Reportable Incidents) Rules 2018 (Cth)

✓ National Disability Insurance Scheme Act 2013 (Cth)

✓ Crimes Act 1914 (Cth)

Read the full policy

Download the complete policy document as a PDF. Need it in another format, like Easy Read? Just ask.

Download PDF →

Need to report an incident?

Staff, service delivery partners and contractors can report incidents in Centro ASSIST. Participants and families can call us on 1800 716 824, or contact the NDIS Commission on 1800 035 544.

Get in touch

Not finding what

you're looking for?

Have a question about this policy, or need it in a different format? Get in touch.

Call us

Speak to our friendly team

1800 716 824

Email us

We'll get back to you as soon as we can

enquiries@empoweringconnection.com.au

Make a referral

For yourself or someone you support

Start a referral →

Send us a message

Tell us a little about what you're looking for and we'll be in touch.

Disability support from a local team across the Fleurieu Peninsula.

1800 716 824

enquiries@empoweringconnection.com.au

Shop 6, 68–78 Victoria Street, Victor Harbor SA 5211

Services

Supported Independent Living

About us

Governance and management

Policies

Privacy and confidentiality

Incident management

Feedback and complaints

Staff login (Centro ASSIST)

Empowering Connection acknowledges the Traditional Owners and Custodians of the lands on which we live and work, and their connection to land, sea and community. We pay our respects to Elders past and present.

Privacy

Feedback and complaints

Policy centre

NDIS services

Not sure where to start?

About us

Employment

Support at Home

New to Support at Home?

Incident management

What this policy

Our commitment

When an incident happens

Reporting to the NDIS Commission

Fair and transparent

Record keeping

Who and what it applies to

Standards and legislation

Not finding what

Call us

Email us

Make a referral

Send us a message