Incident Management Policy

Effective Date: 27 May 2025
Last Updated: 27 May 2025

Policy Statement

Good Company Disability Services Pty Ltd is committed to delivering a safe and responsive environment for all participants, staff, and stakeholders. We maintain a robust incident management system that supports immediate action, transparent reporting, and continuous improvement. This policy ensures that all incidents—including reportable incidents under the NDIS framework—are managed with care, accountability, and compliance with the NDIS (Incident Management and Reportable Incidents) Rules 2018 and the NDIS Practice Standards.

Purpose

This policy sets out how we identify, respond to, manage, and report incidents. It aims to:

Protect participants and uphold their rights
Ensure all incidents are documented, reviewed, and addressed
Comply with NDIS and legal requirements
Promote a culture of safety, learning, and accountability

Scope

This policy applies to:

All participants supported by Good Company, including NDIS participants
All staff, contractors, board members, and volunteers
All environments where we provide services or interact with participants

Definitions

Incident: Any act, omission, event, or circumstance that has or could have caused harm to a person, or violates a participant’s rights
Near Miss: An event that could have caused harm but did not
Reportable Incident: An incident that meets the criteria under the NDIS Rules and must be reported to the NDIS Commission
Restrictive Practice: Any intervention or practice that restricts the rights or freedom of movement of a person with disability (must be authorised and reported)
Investigation: An internal review process to understand the causes of an incident and improve safety
Participant: Any person receiving support from Good Company, including through the NDIS

Types of Incidents

Incidents include (but are not limited to):

Injury or harm to a participant or staff member
Abuse, assault, neglect, or exploitation
Unlawful or inappropriate use of restrictive practices
Threats, self-harm, or suicide attempts
Breaches of privacy, dignity, or human rights
Property damage or unauthorised access
Near misses with potential for harm

Reportable Incidents

As required by the NDIS (Incident Management and Reportable Incidents) Rules 2018, we must notify the NDIS Quality and Safeguards Commission of:

The death of a participant
Serious injury of a participant
Abuse or neglect of a participant
Unlawful sexual or physical contact with or assault of a participant
Sexual misconduct against or in the presence of a participant
Use of unauthorised restrictive practices

Timeframes:

Within 24 hours: Initial report of most reportable incidents
Within 5 business days: Lower-risk restrictive practice events
As updates occur: Follow-up reviews and outcomes must be submitted

Responsibilities

All Staff, Volunteers, and Contractors:

Take immediate action to protect any person involved
Notify a supervisor or manager immediately
Complete the Incident Report Form within 24 hours
Cooperate with investigations

Supervisors and Managers:

Confirm participant safety
Assess whether the incident is reportable
Coordinate immediate response and support
Notify guardians, family, or support persons as appropriate
Submit reports to the NDIS Commission (if applicable)
Ensure proper documentation and investigation

Executive Management:

Monitor compliance with NDIS reporting rules
Ensure fair and prompt investigations
Review incident trends and report to the Board
Implement systemic improvements and risk controls

Immediate Response Steps

Ensure safety first
Call emergency services (000) if urgent
Provide first aid or medical support
Secure the area or preserve evidence if required
Inform an on-call supervisor or manager without delay
Complete the Incident Report Form as soon as practical (within 24 hours)

Investigation and Review

Incidents may trigger an investigation depending on their severity or frequency. Investigations aim to:

Identify the cause(s) of the incident
Determine if procedures were followed
Assess risk and prevent recurrence
Involve participants or guardians where appropriate

Investigations are impartial, confidential, and documented. Participants will be supported throughout.

Confidentiality and Record Keeping

All incidents are recorded in our secure system and retained in accordance with privacy legislation. Records include:

Description of the event
Names of persons involved
Immediate actions and outcomes
Any reports to external authorities
Follow-up or systemic actions taken

This practice complies with the Privacy Act 1988 (Cth) and the NDIS Practice Standards on the date noted as effective date on this policy.

Reporting by Participants and Families

We encourage participants, families, and representatives to report concerns. You can:

Speak to any staff member
Email [email protected]
Submit an anonymous complaint
Use an advocate to assist you

We will take every report seriously and follow up appropriately.

Cultural and Trauma-Informed Response

We are committed to providing a culturally safe, inclusive, and trauma-aware approach. This includes:

Respecting cultural practices and communication needs
Offering appropriate support to Aboriginal and Torres Strait Islander participants
Providing access to interpreters, cultural consultants, or advocates as needed
Responding with empathy and without blame

Notifying External Authorities

Depending on the nature of the incident, we may also be required to notify:

Police (e.g. criminal conduct or assault)
Child Protection or relevant guardianship authorities
Relevant Government Agencies and Emergency Services (in the case of a death)
Emergency services (ambulance, fire)

We will inform participants and families unless restricted by law.

Staff Training and Awareness

All workers receive training on:

Recognising and reporting incidents
Responding to immediate risks
Using incident report tools and systems
NDIS reporting timeframes and legal duties

Refresher training occurs annually and during onboarding.

Continuous Improvement and Systemic Analysis

We regularly review incident data to:

Identify trends or patterns
Evaluate response times and adequacy
Update policies and training
Strengthen preventative measures

A summary of incidents is reviewed annually by management to inform risk management strategies and Board reporting.

Review of Policy

This policy is reviewed annually, or earlier if:

There is a change in legislation
Serious incidents reveal gaps in procedure
Requested by the NDIS Commission or other authority

Contact Us

If you have any questions or concerns about incident management or would like to report an incident:

Good Company Disability Services Pty Ltd
📧 Email: [email protected]
🌐 Website: www.goodcompanyds.com.au
📞 Perth Office: (08) 9334 6995
📞 Melbourne Office: (03) 9069 7866