At Mable, your clients’ safety is our priority. We have clear incident monitoring and reporting processes to protect everyone in our community and make sure you are immediately notified if something goes wrong.
Incidents may occur during a support session, and support workers have the responsibility to report incidents to Mable.
We define an incident as an act, omission, event, or circumstance that causes, or could reasonably be expected, to cause harm during or in connection with a service arranged through the Mable platform. Some examples include injuries or falls, medication errors, aggressive behaviour, property damage, and near misses or safety concerns.
Mable’s Customer Safeguarding Team
Mable has a dedicated Customer Safeguarding Team to help keep our community safe.
Their job is to mediate when something doesn't go as planned. They listen to concerns, investigate where needed, and work with clients, support workers, and coordinators to resolve issues quickly and fairly.
Their focus is on protecting everyone and making sure people feel supported to speak up if something doesn't feel right.
The team reviews all incident reports. They assess and investigate the incident and determine appropriate follow-up actions, including engaging government bodies such as the NDIS Quality and Safeguards Commission and the Aged Care Commission where necessary.
Our incident reporting process
When an incident occurs during a support session, support workers are legislatively required to report it to Mable within 24 hours.
They document the details in their support session notes, along with health and wellbeing notes for clients with Support at Home funding, and must submit a formal incident report to Mable.
We ensure support workers understand their safety obligations before they deliver care. Before a support worker can support a client with Support at Home funding, they must complete mandatory SIRS and Aged Care Code of Conduct training.
For clients with Support at Home funding
- If an incident occurred, the support worker must submit a full incident report within 24 hours and detail it in their support session notes and health and wellbeing notes.
- We will notify you within 15 minutes with details of the incident so you can meet your SIRS reporting obligations. The incident will also appear on the client’s dashboard.
- Our Customer Safeguarding Team will review the incident report and share their findings with you.
- Our auto-moderation process will scan the session note for any undetected SIRS and you will be notified if any are detected.
Please note: If it is a Priority 1 Reportable Incident, Providers must escalate to the Aged Care Commission. Where required, Mable will also report these incidents to the police.
For clients with NDIS funding
- If an incident occurred, the support worker must submit a full incident report within 24 hours and detail it in their support session notes
- We will notify you within 15 minutes with details of the incident. The incident will also appear on the client’s dashboard.
- Our Customer Safeguarding Team will review the incident report and share their findings with you
- If it is a Reportable Incident, Mable will escalate it to the NDIS Quality and Safeguards Commission within 24 hours of the incident occurring. Where required, Mable will also report these incidents to the Police.
If you need to report an incident
As an aged care and disability provider, you can submit an incident report directly through our website.
The Customer Safeguarding Team will review your incident within 72 business hours and may contact you to seek additional information as required.
Depending on the severity of the incident reported, they may take a few different steps such as:
- Contacting affected parties to gather more information
- Mediate between parties for a resolution
- Deliver a suitable outcome
- Work through appeals
Want more info?
Check out our Mable Incidents and Complaints Policy for Customers and Support Workers for more information on incident reporting requirements.
Easily download compliance reports and incident information through the Report Builder function on the Compliance section of your dashboard.
Contact Mable’s Customer Safeguarding Team directly via email at trustandsafety@mable.com.au or via live chat on our website.