Incident Management

We work hard to deliver safe services. The link below explains how we work to prevent incidents and what we do if one occurs.

About incidents

Your safety is very important to us. We work hard to deliver safe services.

But sometimes accidents happen. Sometimes people make mistakes or treat other people badly. We call these things ‘incidents’.

This brochure explains how we try to prevent incidents and what we do if one happens.

You can help prevent incidents happening too. Act safely. Treat other people with respect.

And if you don’t feel safe, tell someone about it.

It’s OK to complain!

If we don’t act safely, tell us.

Write to us:

Adapt Occupational Therapy PO Box 1160
Legana TAS 7277

Phone us: 0475297729
Email us:

You can contact the NDIS Commission

phone: 1800 035 544
TTY: 133 677.

Interpreters can be arranged.

Advocates can help you complain

The National Disability Advocacy Program can help you work with an advocate.

Email them at:

Or write to:

Disability, Employment and Carers Group Department of Social Services
GPO Box 9820
Canberra ACT 2601

Or search “disability advocate” online.

Your safety is important

Feeling safe; being safe

NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe. That means you, our workers and other people in the community.
We think about how accidents can happen and how to prevent them. This is called ‘risk management’.

We ask you questions, and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.
We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen.

Handling incidents

If something goes wrong

We know what to do if there is problem or accident. We follow NDIS rules if an incident happens.

1. We must tell the NDIS Commission
2. We must investigate the incident
3. We must do something so that the incident doesn’t happen again
4. We must talk about all this with the person who was hurt.

We must follow these rules if someone gets hurt or if someone says they have been hurt.

If you don’t feel safe to talk with us, then tell someone else. You can talk with your family and friends, or an advocate. You should complain to the NDIS Commission — they make the rules and help participants when people break the rules.

Complaining about incidents

Making it right again

Everyone has the right to be treated fairly.

If you are involved in an incident, you have the right to know what went wrong and what is being done to make it right.

If you don’t get these answers, you have the right to complain.

We will always keep you informed. We want to treat you with respect.

If you are unhappy with our complaints process, you have the right to get help.

The NDIS Commission can help. An advocate can help too, by speaking for you.

This information is taken from our Incident Management Policy and Procedure. If you wish to read the entire policy, we are happy to provide a copy. Just ask us.

You can download a copy of this document by clicking on the button below.

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