Incident Management Policy

Incident Management Policy

Our sister organisation BetterCareNDIS is committed to providing safe, respectful and responsive support for NDIS participants, carers, staff and the wider community.

Our Incident Management Policy explains how we identify, report, respond to and review incidents, accidents, near misses and reportable incidents. The aim is simple. We want to protect people from harm, respond quickly when something goes wrong, and use every incident as an opportunity to improve.

All staff, contractors, students and volunteers are expected to report incidents as soon as possible. This includes any event that has caused harm, could have caused harm, or may affect the safety, wellbeing or rights of an NDIS participant.

Our approach is centred on people with disability. We respond with care, respect and accountability. Where an incident affects a participant, we provide support, explain how the incident is being managed, and take steps to reduce the risk of it happening again.

Some incidents must be reported to external authorities. This may include the NDIS Quality and Safeguards Commission, SafeWork NSW, NSW Police, the NSW Coroner, child protection services or other relevant bodies.

Reportable incidents under the NDIS may include:

• • • • • Death of a person with disability
        • Serious injury of a person with disability
        • Abuse or neglect
        • Unlawful sexual or physical contact or assault
        • Sexual misconduct
        • Unauthorised use of a restrictive practice

Most reportable incidents must be notified to the NDIS Commission within 24 hours. Unauthorised restrictive practices must generally be reported within five business days, unless serious harm has occurred.

BetterCareNDIS records all relevant incident details, investigates where required, supports affected people, and takes corrective action when needed. This may include staff training, changes to procedures, improvements to risk controls, or additional participant support.

We also keep incident records in line with NDIS requirements and review our incident management system to support continuous improvement.

Our goal is to make sure safety, dignity and accountability remain at the centre of everything we do.

For more information, please refer to the official NDIS Quality and Safeguards Commission guidance: Reportable incidents and incident management