Effective incident management is a cornerstone of providing high-quality, safe, and compliant services under the National Disability Insurance Scheme (NDIS). A well-structured incident report not only ensures adherence to regulatory requirements but also fosters continuous improvement in service delivery.

This guide explores the purpose, process, and practical tools needed to manage incidents in accordance with NDIS standards, and includes tips on how to use templates effectively.

What Is an NDIS Incident Report?

An incident report is a formal written record of an event that occurred—or is alleged to have occurred—during the provision of NDIS-funded support or services, which resulted in harm or posed a risk of harm to a person with a disability.

These reports serve several key purposes:

• Protecting participants by ensuring timely and appropriate responses to harmful or risky events.
  
  
• Helping providers meet legal obligations under the NDIS Quality and Safeguards Framework.
  
  
• Facilitating continuous improvement by identifying risks and system failures.
  
  
• Documenting the provider's response and corrective actions for accountability and transparency.
  
  

 Incident Report vs. Progress Notes

What Qualifies as an NDIS Reportable Incident?

NDIS providers are required to report certain types of serious incidents to the NDIS Quality and Safeguards Commission. These are referred to as reportable incidents, and they must be reported within specific timeframes.

Types of reportable incidents include:

1. Death of a person with disability – Report within 24 hours.
   
   
2. Serious injury – Report within 24 hours.
   
   
3. Abuse or neglect – Report within 24 hours.
   
   
4. Unlawful sexual or physical contact – Report within 24 hours.
   
   
5. Sexual misconduct or grooming – Report within 24 hours.
   
   
6. Unauthorised use of restrictive practices – Report within five business days (or within 24 hours if injury occurs).
   
   

These timeframes are strict and failure to comply can lead to serious consequences for providers, including sanctions or loss of registration.

Key Elements of a Comprehensive Incident Report

A well-written incident report should cover the following components:

1. Basic Incident Details

• Date and time of the incident
  
  
• Exact location (e.g., participant’s home, community setting)
  
  
• Weather or environmental conditions (if relevant)
  
  

2. People Involved

• Names and roles of all involved individuals, including staff, participants, and witnesses
  
  
• Relationship of each individual to the event
  
  
• Contact information for follow-up
  
  

3. Description of the Incident

• Objective, factual recounting of the event
  
  
• Use of neutral language (no opinions or assumptions)
  
  
• Sequence of actions observed
  
  
• Quotes from participants or staff (verbatim where possible)
  
  

4. Immediate Actions Taken

• Medical care or first aid administered
  
  
• Removal from risk or environmental controls put in place
  
  
• Notification of family, guardians, or health services
  
  

5. Internal and External Notifications

• Who within the organisation was notified (e.g., team leader, compliance officer)
  
  
• Whether the incident was reported to the NDIS Commission
  
  
• Date and time of all communications and to whom
  
  

6. Follow-Up Measures

• Support provided to the participant and staff involved (e.g., counselling, medical review)
  
  
• Preventative steps to stop recurrence
  
  
• Investigation plans, if needed
  
  
• Corrective actions assigned and tracked
  
  

7. Sign-Off

• Name and signature of the person completing the report
  
  
• Date of submission
  
  
• Manager or supervisor sign-off
  
  

Keeping these sections clear and complete ensures the report can withstand internal review, audits, and external investigations.

Best Practices for Writing Incident Reports

Writing clear, professional, and compliant reports is a critical skill for support staff. Here are some essential tips:

Be Factual and Objective

Avoid assumptions or speculation. Write only what you directly saw or heard.

Instead of: “John was being difficult.” Write: “John raised his voice and refused to follow instructions, saying, ‘I don’t want to go.’”

Use Chronological Order

Present the facts in the order they occurred. This helps identify cause and effect clearly.

Avoid Jargon or Technical Language

Use simple, direct language that all stakeholders can understand.

Include Direct Quotes

When possible, use the participant’s own words. This offers clarity and can help with context.

Review Before Submitting

Check for accuracy, grammar, and completeness. Reports are legal documents and should be treated with care.

Incident Management Systems and Internal Procedures

Every registered NDIS provider must have an incident management system in place. This includes:

• Policies and procedures for identifying, responding to, and recording incidents.
  
  
• A reporting structure for escalating serious or reportable incidents.
  
  
• Training for staff on how to complete incident reports and recognize different types of incidents.
  
  
• A review and response plan to address root causes and implement improvements.
  
  

Regular training and scenario-based learning can help staff respond appropriately and document incidents effectively.

Using Incident Report Templates

Templates are an invaluable tool for ensuring consistency, accuracy, and compliance. A good incident report template should:

• Include all required sections outlined above.
  
  
• Be editable for digital or physical use.
  
  
• Prompt staff with specific fields (e.g., “Describe action taken to ensure participant safety”).
  
  
• Be accessible on mobile or cloud-based platforms for on-the-go documentation.
  
  

Some providers create different templates based on the type of service (e.g., supported accommodation vs. community support), but all should align with the NDIS Commission's requirements.

Conclusion

Effective incident reporting is essential for NDIS providers aiming to deliver safe, high-quality, and compliant services. Using a structured NDIS incident report template not only ensures accurate documentation but also helps meet strict regulatory standards set by the NDIS Commission.

At Imploy, our platform is purpose-built to support providers with the tools they need to manage incidents confidently. Our incident management solution enables you to document, track, and resolve incidents in one streamlined workflow. Combined with robust document management, providers can securely store and organize all related files, making audits and reviews simpler and faster. Custom form creation allows your team to tailor incident templates based on service type or reporting needs, ensuring consistency across the organization. With compliance tracking built into the system, you’ll always stay on top of your regulatory obligations without added manual effort.

Imploy, helps providers go beyond compliance—empowering teams to respond quickly, prevent future risks, and ultimately deliver better outcomes for participants. Discover how Imploy can simplify your incident reporting process and elevate your NDIS service delivery.

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