Your Safety Matters.
Every Concern Deserves Attention.
If something goes wrong while receiving support, you have the right to feel safe, be heard and know what happens next.
At Disability and Nursing Solutions (DANS), we take incidents, safety concerns and allegations seriously. This page explains what an incident is, how to tell us about one and how we respond.
Are you or someone else in immediate danger?
Call 000 for Police, Fire or Ambulance if there is an emergency or an immediate risk to someone’s safety.
If urgent medical care is needed, seek emergency medical assistance first. Do not wait for DANS to respond to an email or website enquiry.
What Is an Incident?
An incident is an event or situation that occurs in connection with services or supports and causes harm, or could cause harm, to a person.
An incident can involve something that has happened, something that nearly happened, or an allegation or concern that needs to be assessed.
You do not need to know whether something meets a formal reporting definition before telling us about it.
Examples of Incidents and Safety Concerns
Incidents and concerns can take many forms. Examples may include:
Injury or physical harm
An injury, fall or other event causing harm during the delivery of a service, including a concern about how an injury occurred.
Abuse or neglect
Suspected, alleged or actual abuse, mistreatment, neglect, exploitation or failure to provide necessary care.
Sexual misconduct or inappropriate contact
Any concern involving unwanted sexual behaviour, inappropriate contact, sexual misconduct or a breach of personal boundaries.
Restrictive practices
Concerns about practices that limit a person’s freedom or movement, especially where a practice may not be authorised or is not being used as required.
Unsafe service delivery
Events involving unsafe practices, significant service-related risks, equipment concerns or actions that could place someone at risk.
Near misses and other concerns
Situations where harm was narrowly avoided, or concerns about conduct or circumstances that may require review and prevention measures.
Not every incident is a reportable incident under NDIS rules. However, concerns connected with our services still need to be considered and managed appropriately.
How to Report an Incident to DANS
You can tell us about an incident or safety concern yourself, or ask a family member, advocate, nominee or another trusted person to help.
Speak to DANS
Call our team on 02 9057 9011 to report a concern or ask how to make an incident report.
You may also speak directly to the DANS practitioner or staff member supporting you, where appropriate.
Contact us in writing
Use our Contact DANS page to request a confidential discussion about reporting an incident.
Please avoid including sensitive health information or detailed allegations in a general website contact form.
What information is helpful?
If you know the details, it may help to tell us:
- What happened or what concerns you.
- When and where it happened.
- Who was involved or may have witnessed it.
- Whether anyone is injured, distressed or currently unsafe.
- Whether urgent assistance has already been requested.
- How you would prefer DANS to contact you.
You do not need all the answers. If you cannot remember the details, are unsure what happened or need communication assistance, please still raise your concern.
What Happens After You Report an Incident?
The exact response depends on the nature and seriousness of the incident. Our priority is safety, respectful communication and an appropriate response.
We listen and consider immediate safety
We will receive the information, consider any immediate risks and arrange or recommend urgent assistance where needed.
We document and assess the incident
Relevant details will be recorded and assessed through our incident management process, including whether the matter requires escalation or external notification.
We support the people affected
We will consider appropriate support for the people involved, including communication assistance, access to an advocate and involvement in decisions affecting their safety.
We investigate or review as appropriate
Depending on the circumstances, DANS may gather information, speak with relevant people, review records, identify contributing factors or cooperate with external authorities.
We take action to reduce further risk
This may involve adjusting service arrangements, reviewing procedures, recommending changes to support strategies or taking other appropriate corrective action.
We communicate and learn
We will consider your communication needs and involvement, explain relevant next steps and review opportunities to improve the safety and quality of services. Information shared will be subject to privacy and legal requirements.
Your Rights Following an Incident
If an incident affects you, your dignity, rights and wellbeing remain central to the response.
To be taken seriously
Your concern should be listened to and considered respectfully, even if all details are not known.
To feel safe
Immediate and ongoing risks should be considered, with appropriate action to safeguard people.
To receive support
You can ask for communication assistance, an advocate or another appropriate support person to help you.
To be involved
Your views and preferences should be considered when deciding how to respond and what changes may be needed.
To have your privacy respected
Information about the incident should be handled securely and disclosed only as authorised or required.
To raise further concerns
You can make a complaint, seek independent support or contact the NDIS Commission without fear of retaliation.
What Is an NDIS Reportable Incident?
Some incidents are serious enough that registered NDIS providers must notify the NDIS Quality and Safeguards Commission. These are called reportable incidents.
Under NDIS rules, reportable incidents include specified events or allegations connected with the delivery of NDIS supports or services.
Types of reportable incidents include:
- The death of a person with disability.
- Serious injury of a person with disability.
- Abuse or neglect of a person with disability.
- Unlawful sexual or physical contact with, or assault of, a person with disability.
- Sexual misconduct committed against, or in the presence of, a person with disability, including grooming for sexual activity.
- Unauthorised use of a regulated restrictive practice.
You do not need to decide whether an incident is reportable. DANS must assess the matter and meet its own notification obligations where applicable.
How quickly must providers report?
Strict NDIS reporting deadlines apply. Most reportable-incident categories require notification to the NDIS Commission within 24 hours, followed by additional information within five business days.
Different notification requirements apply to certain incidents involving unauthorised restrictive practices. DANS must follow the reporting rules applicable to the incident and the circumstances.
For current requirements, visit the NDIS Commission’s Reportable Incidents guidance .
Incidents Involving Positive Behaviour Support
DANS provides specialist Positive Behaviour Support services. An incident may identify new risks, changes in a participant’s needs or concerns about the way behaviour support strategies are being implemented.
Where relevant and within our role, we may review behaviour support recommendations, collaborate with the participant and relevant providers, and consider whether support strategies or a behaviour support plan need review.
Concerns about restrictive practices
Restrictive practices may limit a person’s rights or freedom of movement and are subject to specific safeguards.
If an unauthorised restrictive practice is suspected or reported, the matter must be assessed promptly. Providers responsible for implementing restrictive practices have specific responsibilities relating to their use, authorisation and reporting.
As a specialist behaviour support provider, DANS will respond to concerns within its role, support appropriate review of behaviour support strategies and comply with reporting requirements applicable to its own services.
Our focus is prevention. Positive Behaviour Support aims to understand why behaviours of concern occur, improve quality of life and reduce and eliminate restrictive practices.
Can You Report a Concern Outside DANS?
Yes. You can contact the NDIS Quality and Safeguards Commission directly if you have a concern about the quality or safety of NDIS supports or services.
You do not need to report the matter to DANS first.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Report an issue or make a complaint
You can ask a trusted person or independent advocate for help to raise a concern.
Complaints and feedback to DANS
If you are unhappy with how an incident has been handled, you can use our complaints and feedback process.
Complaints and incidents are related but not always the same. A concern may need to be managed through both processes.
You can ask for help to speak up
If communicating your concern is difficult, you can ask for accessible information, an interpreter where appropriate or assistance from an independent advocate.
How We Handle Incident Information
Information about incidents may include personal and sensitive details. DANS will handle this information in accordance with applicable privacy, recordkeeping and NDIS requirements.
Information may need to be shared with relevant authorities, emergency services, the NDIS Commission or other parties where required or authorised by law.
We will take reasonable steps to respect confidentiality and explain relevant information-sharing arrangements.
For more information, read our Privacy Policy .
More Information for Participants
Learn more about your rights, services and safeguards.
Have a Safety Concern or Question?
If you have a concern about DANS services or need help understanding our incident reporting process, please contact our team. In an emergency, call 000.