18 April 2024

What is NDIS Incident Management (Image by My Care Space)

NDIS incident management is a significant issue in every company. This incident management involves identifying, responding to, and resolving any events that might harm or pose risks to individuals under its care. 

As we know, The National Disability Insurance Scheme (NDIS) is a pivotal program in Australia designed to support individuals with disabilities.

This incident management aspect is crucial, as it directly impacts the trust and reliability of the service.

Robust incident management protocols, supported by business acumen and IT solutions, enhance the scheme’s ability to deliver tailored, responsive care. 

Integrating technology in incident tracking and response mechanisms ensures swift action and accountability. 

While distinct in focus, NDIS and IT incident management protect participants and ensure smooth company operations.

Recognizing their correlation and fostering collaboration between teams can elevate both areas, ultimately building a more robust and resilient NDIS ecosystem.

So yes, understanding the nuances of NDIS incident management is essential to appreciate its role in safeguarding the rights and needs of people with disabilities. 

Let’s explore NDIS incident management and how it safeguards a vital system for our community.

Definition of NDIS Incident Management

NDIS incident management is a set of principles, policies, and processes that ensure timely and effective identification, reporting, investigation, and response to incidents or events that have caused, or may have caused harm or may pose a risk of harm to participants in the context of NDIS service delivery.

In short, NDIS incident management refers to the systematic process within the National Disability Insurance Scheme for handling events that could harm participants.

Effective incident management ensures immediate action is taken to mitigate risks, providing a secure environment for those with disabilities.

A clear understanding of incident management roles and responsibilities, active collaboration, and continuous improvement are the cornerstones of NDIS incident management.

Providers can create a safety net that protects participants and builds confidence in the NDIS system by fostering a solid team effort.

NDIS incident management also involves learning from incidents to prevent future occurrences. Integrating business strategies and IT solutions in this process enhances efficiency, ensuring swift and accurate responses.

Understanding and executing this management system is key to maintaining the integrity and trustworthiness of the NDIS.

Legal and Regulatory Framework

The legal and regulatory framework governing incident management in the NDIS context is defined primarily by the National Disability Insurance Scheme Act 2013 and various specific rules.

One of the key components is the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018, which mandate that all registered NDIS providers must implement and maintain systems to record and manage incidents related to providing support or services to people with disabilities.

The NDIS Quality and Safeguards Commission, an independent agency, is critical in enforcing these regulations.

The Commission requires registered NDIS providers to report all incidents associated with providing NDIS support or services, including alleged ones. 

This reporting is a condition of their registration and is critical for maintaining the system’s integrity.

Reportable incidents include a wide range of occurrences, such as the death or severe injury of a person with a disability, abuse or neglect, unlawful physical or sexual contact or assault, sexual misconduct, and the unauthorized use of restrictive practices.

Effectively managing these incidents is essential for ensuring the safety and well-being of NDIS participants. 

Providers are required to take reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people with disabilities. 

This comprehensive approach underlines the NDIS’s commitment to upholding high standards of care and safety for its participants. But remember, legal and regulatory frameworks are frameworks, not guarantees.

Effective incident management hinges on understanding and applying these guidelines alongside ethical practices, fostering open communication, and prioritizing participant well-being in every action.

Types of Incidents Covered by NDIS

NDIS incident management covers a range of serious incidents that could affect the safety and well-being of participants.

These incidents are categorized to ensure comprehensive and effective handling. The incidents that must be reported include:

  • Physical Injury: Accidents, falls, medication errors, and equipment malfunctions can lead to physical harm. Early reporting and swift medical attention are crucial.
  • Abuse and Neglect: Physical, emotional, or sexual abuse, as well as financial exploitation or failure to meet basic needs, are devastating violations. Timely reporting and thorough investigations are essential.
  • Restrictive Practices: These interventions, like physical restraints or locked doors, should be used as a last resort and follow strict guidelines. Improper application can be harmful and must be reported.
  • Discrimination and Intimidation: Bullying, hate speech, or unfair treatment based on disability are unacceptable. Providers need clear procedures for addressing such complaints.
  • Service Delivery Issues: Missed appointments, inadequate communication, or service delays can negatively impact participants. Reporting these issues allows for improvements in service quality.
  • Fraud and Misconduct: Misuse of funds, false information, or unethical behavior by providers or participants can undermine the integrity of the NDIS. Robust reporting mechanisms are vital.

Please note that this list needs to be more comprehensive. The NDIS incident management framework covers any unexpected event that could harm or compromise a participant’s well-being.

For example, in the case of Greg, a 48-year-old independent NDIS participant, we see the practical implications of incident management within the NDIS framework.

Greg, who lives independently in Maroochydore, relies on CL3 Services for assistance with daily activities.

NDIS Incident Management (Image by Brevity)

His support team, including his support worker Jo, plays a crucial role in his life, enabling him to engage in various activities and hobbies.

The incident occurred during a trip to the Men’s Shed, where Greg, while being assisted by Jo, fell during the transfer from the car to his wheelchair, resulting in a cut on his arm that required hospital treatment.

Abdullah, an occupational therapist in Greg’s clinical team, raised concerns to the NDIS Commission about Jo not following proper procedures, which may have led to the accident.

The NDIS Commission’s Complaints team then intervened, collaborating with CL3 Services, the NDIA, and Greg to thoroughly understand the incident, the support provided to Greg, and the funding available for his needs.

A visit to Greg’s home was conducted to discuss the support he receives and the details of the incident.

This example, Greg’s case, comes from the NDIS Quality and Safeguards Commission 2021-2022 Annual Report. And for sensitive reasons, all names have been changed for privacy reasons.

This example also underscores the importance of effective incident management in the NDIS context, highlighting how incidents are handled and resolved with a focus on participant safety and service improvement.

Preventive Measures

In NDIS incident management, the focus on prevention creates a seamless and integrated approach to protecting participants.

This approach is not a series of isolated steps but a fluid and ongoing process, akin to a slippery slide, where each element smoothly transitions into the next, ensuring comprehensive protection and safety.

Starting with training, it forms the foundation where workers acquire essential skills and knowledge.

This training is not a one-time event but a continuous journey, evolving and adapting to emerging needs and scenarios in disability support.

Risk assessment seamlessly follows, acting as a vigilant eye that constantly scans and evaluates potential hazards in the delivery of services.

It’s an anticipatory step, always a step ahead, preemptively identifying and addressing risks before they manifest into incidents.

The core of this approach is the incident management system. This system is a dynamic, ever-responsive, and adaptable entity encompassing all aspects from identification to resolution of incidents.

The engine drives the process, ensuring that every incident, no matter how small, is captured, analyzed, and addressed.

Integral to this system is the protocol for reportable incidents. This protocol acts like a vigilant watchdog, ensuring compliance and transparency.

It’s about responding to and learning from incidents, turning each incident into a stepping stone for improvement, and preventing future occurrences.

So yes, the approach to preventive measures in NDIS incident management is a continuous, fluid process, where each element smoothly dovetails into the next, creating a cohesive and effective shield of protection for participants.


Bear in mind that NDIS incident management is a comprehensive system designed to safeguard the well-being of participants to address the current and future challenges of 2024.

Moreover, the incident management system, mandated by the NDIS, is a robust framework that records, assesses, and addresses incidents, promoting transparency and accountability.

Through rigorous training, risk assessments, and continuous monitoring, NDIS providers can significantly reduce the occurrence of incidents.

The seamless integration of these elements ensures a safe, responsive environment for participants.

Providers are equipped to handle everything from minor issues to severe events, ensuring the safety and dignity of participants are always upheld.

Looking ahead, the adaptability and effectiveness of the NDIS incident management system position it as a crucial component in meeting the evolving challenges in disability care.

Its role in driving continuous improvement and maintaining high standards of care is more critical than ever.

After all, to meet the challenges of 2024 and guarantee the highest quality of support for participants, implementing these NDIS Incident Management strategies will be your primary key.