An NDIS incident management system is a structured process that disability service providers use to identify, record, respond to, and learn from incidents involving participants. It is a mandatory requirement under the NDIS Quality and Safeguards Commission for all registered providers operating in Australia.
Without a proper NDIS incident management system in place, providers risk non-compliance, failed audits, and most importantly, compromised participant safety. Here is everything you need to know about how it works and what your organisation needs to have in place.
What Is an Incident Under the NDIS?
Under the NDIS framework, an incident is any event or circumstance that causes harm or poses a risk of harm to a participant with disability. The NDIS Quality and Safeguards Commission defines specific categories of incidents that must be reported and managed. These include unauthorised use of restrictive practices, serious injury, abuse or neglect, sexual misconduct, and the unexpected death of a participant.
It is important to note that not all incidents are reportable. However, every incident, whether minor or major, should be documented internally as part of the provider’s continuous improvement process.
Types of NDIS Reportable Incidents
The NDIS Commission requires registered providers to report the following types of incidents through their NDIS incident management system:
- Death of a participant – Any death that occurs in connection with service delivery.
- Serious injury – Injuries requiring medical treatment or hospitalisation.
- Abuse or neglect – Physical, emotional, financial, or psychological abuse of a participant.
- Sexual misconduct – Any form of sexual contact or behaviour involving a participant.
- Unauthorised use of restrictive practices – The use of chemical, physical, mechanical, environmental, or seclusion-based restraints without proper authorisation.
All reportable incidents must be submitted to the NDIS Commission within 24 hours of the provider becoming aware, with a final report due within five business days.
Why Your NDIS Incident Management System Matters
An effective NDIS incident management system is not just about compliance. It is about participant safety, service quality, and organisational accountability. Here are the key reasons every NDIS provider needs a robust system:
- Regulatory compliance – Meeting NDIS Practice Standards and Commission requirements.
- Audit readiness – Demonstrating documented evidence of incident handling during audits.
- Participant safety – Identifying patterns and preventing future incidents.
- Staff accountability – Ensuring workers follow correct procedures.
- Continuous improvement – Using incident data to improve service delivery.
Key Steps in the NDIS Incident Management System Process
A well-structured NDIS incident management system typically follows these steps:
1. Identification and Initial Response
When an incident occurs, the immediate priority is ensuring the safety and wellbeing of the participant. Staff must respond appropriately, administer first aid if needed, and secure the environment.
2. Recording the Incident
Every incident should be documented using a standardised incident report form. Key details include the date, time, location, people involved, a description of what happened, and any immediate actions taken. Digital tools like Inficurex’s NDIS incident management system make this process faster and more accurate.
3. Reporting to the NDIS Commission
If the incident is reportable, it must be submitted to the NDIS Commission through the My Reportable Incidents portal within 24 hours. The initial notification should contain basic details, while the five-day follow-up report requires a thorough investigation summary.
4. Investigation
All incidents should be investigated proportionally to their severity. The investigation should identify root causes, contributing factors, and whether any policies or procedures were breached.
5. Corrective Actions and Follow-Up
Based on investigation findings, corrective actions must be implemented. This could include additional staff training, policy updates, environmental changes, or disciplinary action.
6. Review and Continuous Improvement
Incident data should be regularly reviewed to identify trends and systemic issues. This feeds into the provider’s quality improvement plan and helps prevent recurrence. A good NDIS incident management system automates much of this review process.
Common Challenges With NDIS Incident Management
Many providers struggle with their NDIS incident management system due to:
- Paper-based systems – Slow, error-prone, and difficult to track.
- Lack of staff training – Workers unsure of what constitutes a reportable incident.
- Inconsistent documentation – Missing details that compromise investigations.
- Missed reporting deadlines – Failing to submit within the 24-hour window.
- No centralised system – Incidents recorded in spreadsheets, emails, or notebooks with no single source of truth.
How Inficurex Simplifies Your NDIS Incident Management System
Inficurex provides an all-in-one NDIS provider software platform that includes a purpose-built NDIS incident management system. Here is how it helps:
- Digital incident reporting – Staff can log incidents from any device, anywhere.
- Automated notifications – Managers and compliance officers are alerted immediately.
- Built-in templates – Standardised forms aligned with NDIS Commission requirements.
- Investigation tracking – Assign investigators, set deadlines, and track progress.
- Audit-ready reports – Generate compliance reports with a single click.
- Trend analysis – Dashboards that highlight incident patterns and risk areas.
By replacing manual processes with a digital NDIS incident management system, Inficurex helps providers stay compliant, reduce risk, and focus on delivering quality support to participants.
NDIS Incident Management System Best Practices
To build a strong incident management culture in your organisation, consider these best practices:
- Train all staff – Every worker should know how to identify, report, and respond to incidents.
- Create a no-blame culture – Encourage open reporting without fear of punishment.
- Use digital tools – Move away from paper-based systems to ensure accuracy and speed.
- Review incidents regularly – Monthly or quarterly reviews help identify patterns.
- Update policies – Ensure your incident management policy reflects current NDIS guidelines.
- Involve participants – Where appropriate, include participants in the review process.
- Document everything – Thorough documentation protects your organisation during audits.
What Happens If You Do Not Report an Incident?
Failing to report a reportable incident to the NDIS Commission can result in serious consequences, including compliance notices, conditions on registration, infringement notices, or even revocation of NDIS registration. Beyond regulatory penalties, failure to report can lead to ongoing risk for participants and significant reputational damage for your organisation.
Frequently Asked Questions
What is the difference between a reportable incident and a general incident?
A reportable incident is one that falls under the five categories defined by the NDIS Commission (death, serious injury, abuse or neglect, sexual misconduct, unauthorised restrictive practices). General incidents are any other events that affect a participant’s safety or wellbeing but do not meet the threshold for mandatory reporting.
How long do I have to report an incident to the NDIS Commission?
You must submit an initial notification within 24 hours of becoming aware of the incident. A detailed five-day report must follow, outlining the investigation and any corrective actions taken.
Do unregistered NDIS providers need an incident management system?
While unregistered providers are not legally required to report incidents to the NDIS Commission, having an NDIS incident management system is considered best practice. It helps protect participants and demonstrates a commitment to quality service delivery.
Can I use a spreadsheet for NDIS incident management?
You can, but spreadsheets are not recommended. They lack version control, automated alerts, audit trails, and secure access controls. A purpose-built NDIS incident management system like Inficurex is far more reliable and efficient.
Get Started With a Better NDIS Incident Management System
If your organisation is still relying on manual processes or outdated tools for incident management, now is the time to upgrade. Inficurex gives you everything you need to identify, record, report, and learn from incidents, all in one platform built specifically for NDIS providers in Australia.
Contact Inficurex today to book a free demo and see how our NDIS incident management system can help your organisation stay compliant and keep participants safe.