This policy and procedure provides guidelines for reporting, investigating, and applying appropriate control measures when an accident, incident (including critical and reportable incidents), or near miss affecting staff or NDIS participants occurs.                                        

2.0 DEFINITIONS                                                                             

Incidents: are acts, omissions, events or circumstances that occur or could occur during or in relation to the provision of supports, or the alteration or withdrawal of supports, that cause harm, either physically or emotionally, to a worker, client, or other stakeholder. 

Incidents also include acts, omissions, events or circumstances that have caused or could cause damage to property, the environment, material or cause public alarm.

Reportable Incidents: refer to incidents, or alleged incidents, of severity that must be reported to an external agency. This includes but is not is limited to:

  • The death of a client
  • Serious injury
  • Abuse or neglect
  • Sexual misconduct
  • Unauthorised restrictive practices

Workers are staff, contractors and volunteers employed or engaged by ARMAR HEALTHCARE .


The ARMAR HEALTHCARE incident reporting system aims to maximise the safety and wellbeing of its customers and staff and ensures ARMAR HEALTHCARE ’s accountability when dealing with such incidents. 

The system also identifies any issues which emerge from incident analysis, providing opportunities for continuous improvement and effective risk management. ARMAR HEALTHCARE will comply with all requirements of funding bodies and of state and Commonwealth legislation in regard to the reporting of critical and reportable incidents or dangerous workplace incidents.

[Include a detailed description of your incident management system]


[Detail the specific procedures that are put in place internally to take care of reportable incidents. This will be different for every business so it's important that you discuss this with all stakeholders.]



Chief Executive Officer

The CEO needs to ensure the Incident Management System, including this document, is current and adhered to at all times. 




The executive managers are responsible for ensuring that all employees have the necessary skills to:                            

  • be familiar with the NDIS (Incident Management and Reportable Incidents) Rules 2018 (Cth)
  • manage incidents
  • record serious incidents
  • manage escalated incidents and serious incidents
  • report incidents to the NDIS Quality and Safeguards Commission 
  • respond to any media enquiries
  • investigate incidents
  • review incidents and initiate improvements                                  




The staff needs to be familiar with the NDIS Incident Management & Reportable Incidents Rules 2018, escalate incidents to managers, and adhere to the reporting as per the timelines found in the Rules document.




To report an incident, please contact the Complaint Officer: [enter name]


Phone: [enter phone]

Mail: [enter physical mail address]

Email: [enter email address]


If the issue relates to an NDIS service provided and is unable to be resolved, the person making the complaint will be directed to the official NDIS Quality and Safeguards Commission on 1800 035 544 or access the complaint contact form located on the NDIS Quality and Safeguards Commission website. Further escalation processes are outlined by this commission.



Date of approval: [13/01/23]

Date of review: [13/01/24]

Signature of management: