Incident Management
Our Commitment to Safety
Northern Star Support Services is committed to providing safe, high-quality supports. We take all incidents seriously and have systems in place to identify, manage, report, and learn from incidents to protect the health, safety, and wellbeing of participants.
What Is an Incident?
An incident is any event that could cause, or has caused, harm or risk to a participant, staff member, or others.
Incidents may include, but are not limited to:
- Injury or illness
- Falls or accidents
- Medication errors
- Behavioural incidents
- Property damage affecting safety
- Missing participants
- Abuse, neglect, or exploitation
- Restrictive practices (where applicable)
Our Incident Management Process
When an incident occurs, we follow a structured process:
- Immediate Response
We ensure the safety and wellbeing of everyone involved. - Documentation
The incident is recorded accurately and promptly. - Notification
Where required, incidents are reported to:- The participant and/or their representative
- Relevant stakeholders
- The NDIS Quality and Safeguards Commission (if reportable)
- Investigation
We review what happened, why it happened, and how to prevent it. - Follow-Up and Improvement
Actions are taken to reduce future risk and improve service quality.
Reportable Incidents
Some incidents must be reported to the NDIS Quality and Safeguards Commission, including:
- Death of a participant
- Serious injury
- Abuse or neglect
- Unlawful sexual or physical contact
- Restrictive practices
These are reported within required timeframes under NDIS guidelines.
Participant Rights
Participants have the right to:
- Be informed about incidents that affect them
- Receive support following an incident
- Have incidents handled respectfully and confidentially
- Involve a representative, advocate, or support person
Staff Responsibilities
All staff are trained to:
- Recognise and respond to incidents
- Follow reporting and documentation procedures
- Act in a way that prioritises participant safety
- Uphold duty of care and professional standards
Continuous Improvement
Incident data is reviewed regularly to:
- Identify patterns or risks
- Improve service delivery
- Strengthen staff training
- Enhance safety systems
Learning from incidents helps us deliver safer, better supports.
External Reporting and Support
Participants or representatives may also contact:
NDIS Quality and Safeguards Commission
📞 1800 035 544
🌐 www.ndiscommission.gov.au
Contact Us
To report an incident or raise a concern, contact:
Northern Star Support Services
📧 Email: Admin@NorthernStarSupport.com
📞 Phone: 0414 691 868
