Incident Management Policy

1. Our Commitment

We maintain a proactive incident management approach consistent with our obligations under the NDIS Code of Conduct and the NDIS (Incident Management and Reportable Incidents) Rules 2018. Every incident is taken seriously, documented thoroughly, and responded to promptly to protect participant safety and prevent recurrence.

2. TrustCare’s Status as an Unregistered Provider

TrustCare Support operates as an AHPRA-registered Registered Nurse engaged by registered NDIS providers to deliver the clinical nursing component of a participant’s plan. We are not an NDIS registered provider.

Under the NDIS (Incident Management and Reportable Incidents) Rules 2018, the statutory obligation to report certain incidents directly to the NDIS Quality and Safeguards Commission rests with registered NDIS providers. As an unregistered provider, TrustCare does not report directly to the Commission. Instead, when an incident occurs, TrustCare:

1. Responds immediately to ensure participant safety
2. Notifies the registered provider partner as soon as practicable (and no later than within the same business day)
3. The registered provider partner then fulfils their statutory reporting obligations to the Commission within the required timeframes (see below)

TrustCare remains fully bound by the NDIS Code of Conduct, which requires us to act promptly to raise and respond to concerns, and to take all reasonable steps to prevent and respond to abuse, neglect, exploitation, and violence.

3. Reportable Incident Categories

The following categories of incidents trigger statutory reporting obligations for our registered provider partners:

• Death of a participant
• Serious injury to a participant
• Abuse or neglect of a participant
• Unlawful sexual or physical contact with, or sexual misconduct involving, a participant
• Unauthorised use of a restrictive practice on a participant

4. Reporting Timeframes (Registered Provider Obligations)

Our registered provider partners are required to report to the NDIS Quality and Safeguards Commission:

• Within 24 hours — death, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct
• Within 5 business days — unauthorised use of a restrictive practice (or 24 hours if serious injury or trauma resulted)
• Follow-up report — within 5 business days of becoming aware for all reportable incidents

TrustCare cooperates fully with registered provider partners and the Commission in any incident investigation.

5. TrustCare’s Internal Incident Response Process

When any incident or near miss occurs during TrustCare’s delivery of nursing services:

• Immediate response — ensure participant safety; provide or arrange emergency clinical care if required
• Same-day notification — notify the registered provider partner promptly so they can fulfil their reporting obligations
• Documentation — record the incident thoroughly in our internal incident register, including date, time, nature of incident, parties involved, and immediate actions taken
• Root cause analysis — conduct a clinical review to identify contributing factors
• Corrective actions — implement and document changes to prevent recurrence
• Participant notification — inform the participant and/or their authorised representative as appropriate

6. Concerns About an Incident

If you have a concern about an incident involving TrustCare Support services, please contact us directly:

📧 admin@trustcaresupport.com.au ✉️ info@trustcaresupport.com.au

You may also contact the NDIS Quality and Safeguards Commission directly at any time:

🌐 www.ndiscommission.gov.au

📞 1800 035 544