Incident Management
At CuidadoConnect, participant safety is our highest priority. We are committed to managing incidents fairly, transparently, and in accordance with NDIS Quality and Safeguards Commission requirements.
This page explains what incidents are, how to report them, and what to expect when an incident occurs.
Contents
What is an Incident?
An incident is any event or situation that occurs in connection with our services which has, or could have, caused harm to a person with disability.
Reporting to the NDIS Commission
We report to the NDIS Commission any incident that we deem is Reportable as per the NDIS Quality and Safeguards Commission guidance at www.ndiscommission.gov.au/rules-and-standards/reportable-incidents-and-incident-management/reportable-incidents
How to Report an Incident
⚠️ In Case of Immediate Danger
If there is immediate danger to health or safety, call 000 first, then contact us as soon as possible.
Send a written report to:
Incident Management Officer CuidadoConnectc/- Mint Financial
Level 2, 213-219 Buckley Street
Essendon VIC 3040
What to Expect (Timeline)
Our incident management process follows clear steps with specific timeframes to ensure your safety and keep you informed.
Immediate Response
We take immediate action to ensure your safety:
- Ensure participant safety
- Contact family/carer
- Document initial details
- Assess if reportable to NDIS Commission
Timeframe: 0-2 hours
Communication & Notification
We keep you informed and notify relevant authorities:
- Notify participant representative
- Report to NDIS Commission if required (24 hours for serious harm, 5 days for others)
- Record all communications
Timeframe: 2-24 hours
Investigation & Resolution
We investigate thoroughly and keep you involved:
- Conduct formal investigation if needed
- Consult participant/representative
- Provide written report of findings
- Implement corrective actions
Timeframe: Within 14 days
Your Rights During Incident Management
We are committed to protecting your rights and ensuring fair treatment throughout the incident management process.
Right to Be Involved
You'll be appropriately involved in resolution discussions and your input matters.
Right to Stay Informed
Regular updates throughout the investigation and resolution process.
Right to Ask Questions
Ask questions at any time and receive clear, honest answers.
Right to Written Findings
Receive a detailed written report explaining what happened and what actions were taken.
Right to Service Continuation
Your services continue without discrimination or prejudice during incident management.
Right to Contact NDIS Commission
Contact the NDIS Commission at any time, and we'll support you to do so.
NDIS Quality and Safeguards Commission
You can contact the NDIS Commission at any time about incidents. We can help you contact them if you'd like.
Write to:
NDIS Quality and Safeguards Commission PO Box 210Penrith NSW 2751
Frequently Asked Questions
Can someone report an incident on my behalf?
Yes. Family members, carers, advocates, or representatives can report incidents on your behalf. We welcome reports from anyone concerned about a participant's safety or wellbeing.
What happens if my device stops working?
If your device stops working, contact us immediately. We'll assess the situation, ensure your safety, and provide alternative support if needed. Minor technical issues that are quickly resolved may not be reportable incidents, but we always investigate to understand what happened and prevent recurrence.
How quickly will someone respond?
We aim to respond within 2 hours of being notified of an incident. Our first priority is always ensuring participant safety. You'll receive regular updates throughout the investigation and resolution process.
Will my services be affected if I report an incident?
No. Your services will continue without discrimination or prejudice. Reporting an incident will never result in reduced service quality, termination, or negative treatment. We are committed to protecting participants who raise concerns.
Can I see reports about previous incidents?
Yes. You have the right to receive written reports about incidents that affect you or your services. We provide detailed findings reports that explain what happened, what caused it, and what actions we've taken to prevent recurrence.
Accessible Formats Available: This incident management information is available in alternative formats including Easy Read, large print, and audio. Contact us at incidents@cuidadoconnect.com to request your preferred format.