Incidents may occur from time-to-time when receiving support, and the reporting of incidents to Mable plays an important role in keeping everyone involved safe.
You can report an incident to Mable using the form on the Mable website.
Please check your incident reporting options below.
What is an incident?
Mable defines an incident as:
An act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm, during or in connection with an arranged service between Users.
Mable defines a complaint as:
An expression of dissatisfaction made to or about Mable where a response is expected.
Reports relating to NDIS participants
If you are an NDIS participant, your Registered Provider must report all ‘Reportable Incidents’ to the NDIS Quality and Safeguards Commission within 24 hours of the incident occurring.
To make a report, your Registered Provider must visit the NDIS Quality and Safeguards Commission website before taking any further action. After your Registered Provider has notified the Commission, they can report the incident to Mable by filling out the Incident Report form.
Please see below for more information about NDIS “Reportable Incidents”.
As well as reporting incidents to Mable, you must report all “Reportable Incidents” (including alleged reportable incidents) that occur (or are alleged to have occurred) in connection with the provision of NDIS supports or services you deliver to the NDIS Quality and Safeguards Commission within 24 hours of the incident occurring.
Reportable incidents are serious incidents or alleged incidents which result in harm to an NDIS participant and occur in connection with NDIS supports and services. Specific 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 (excluding, in the case of unlawful physical assault, contact with, and impact on, the person that is negligible)
- Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity
- The use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorisation (however described) of a State or Territory in relation to the person or a behaviour support plan for the person.
It is important to note that these incidents should also be reported to Mable.
Phone number: 1800 035 544
Reports relating to aged care clients
If you are an aged care consumer, all ‘reportable incidents’ must be reported by your Home Care Package provider to the Aged Care Quality and Safeguards Commission under the Serious Incident Reporting Scheme (SIRS) requirements.
Some incidents must be reported within 24 hours, others within 30 days. So your Home Care Package provider or Registered Provider must act quickly.
Please see below for more SIRS information.
If you are providing services to aged care consumers (Consumers), you must ensure you are aware of your requirements under SIRS to assist Approved Providers to fulfil their obligations to report reportable incidents to the Aged Care Quality and Safety Commission (Commission).
Reportable Incidents are those that:
- Occur in connection with the provision of care or services;
- Have caused harm to a Consumer; and
- Are one of the Eight Types of Reportable Incidents for home services, which include:
- Unreasonable use of force;
- Unlawful sexual contact or inappropriate sexual conduct;
- Psychological or emotional abuse;
- Unexpected death;
- Stealing or financial coercion;
- Neglect;
- Inappropriate use of restrictive practices; or
- Missing Consumers (this is intended to capture situations where a provider has the Consumer in their physical care immediately prior to their absence. It is not intended to require notification to the Commission when a provider arrives for a scheduled visit and there is no reason to be concerned about their absence, or where a Consumer leaves their home whilst, for example, home maintenance services are provider).
Reportable Incidents must be reported to the Commission. They are classified as “Priority 1” or “Priority 2” Reportable Incidents. If either of these incidents occur during your support session, you must notify Mable’s Trust and Safety Team as soon as possible, so that they can notify the Approved Provider for the Consumer. This is due to the fact that if an Approved Provider becomes aware of a Reportable Incident and has reasonable grounds to believe that the incident is a Priority 1 Reportable Incident, it must notify the Commission within 24 hours of becoming aware of the Reportable Incident. Where required, these incidents must also be reported to the Police.
A “Priority 1” Reportable Incident is an incident:
- That is an unexpected death of a Consumer;
- That caused (or reasonably have been expected to cause) a Consumer physical or psychological injury or discomfort that requires medical or psychological treatment to resolve;
- Where there are reasonable grounds to report the incident to police;
- Involving unlawful sexual contact or inappropriate sexual conduct inflicted on a Consumer; or
- Where a Consumer goes missing in the course of provision of home services.
A “Priority 2 Reportable incident is an incident that does not meet the criteria for a Priority 1 Reportable Incident, but is listed above as one of the Eight Types of Reportable Incidents. These incidents must be reported to the Commission by the Approved Provider for the Consumer within 30 days of it becoming aware of the incident.
For further information in relation to SIRS in Home Service, including examples of Reportable Incidents, please refer to the following website: https://www.agedcarequality.gov.au/sirs/sirs-home-services.
If you have a Serious Incident Response Scheme (SIRS) enquiry, you can:
- Call the Commission on 1800 081 549 between 9:00 am and 5:00 pm (AEST) Monday to Friday, or between 8:30 am and 5:00 pm (AEST) Saturday and Sunday
- Email the Commission at sirs@agedcarequality.gov.au.
Notifications to the police
For Priority 1 incidents, there is also a requirement to notify the police where there are reasonable grounds to do so, within 24 hours of becoming aware of the incident. This includes scenarios where you are aware of facts or circumstances that lead to a belief that an incident is unlawful or considered to be of a criminal nature (for example sexual assault).
Reporting to police in relation to criminal conduct should occur regardless of whether the incident is alleged or suspected to have occurred.
If you are in any doubt about whether an incident is of a criminal nature, make a report to the Police.
What happens after reporting an incident?
Mable’s Trust and Safety Team will manage the incident in accordance with our Incidents & Complaints Management Policy. We will review the incident within 48 business hours and may contact you to seek additional information as required.
Depending on the incident’s severity, they will take different steps which may include:
- Contacting affected parties to gather more information
- Facilitating access to support services
- Ensuring continuity of services for you
- Referral to HMD Insurance Pty Limited to assist with a potential insurance claim
- Notifying relevant government or official bodies.
If a registered disability provider or approved home care provider is connected to your account, Mable will also forward the incident details to them for review and investigation.
Where necessary, Mable will report incidents directly to the NDIS Quality and Safeguards Commission or the Aged Care Quality and Safety Commission.
Concerns about negative reactions to a report
We understand you may have concerns with regards to reporting an incident. Please be reassured that Mable does not disadvantage anyone for providing feedback or making a grievance.
After you report an incident, Mable has a duty to act on reports that represent a breach of our Code of Conduct or Terms of Use.
You can make an anonymous report to Mable, but please keep in mind that if the Mable Trust and Safety team can’t identify you or the people involved in the incident, they are limited in the actions they can take to assist you.
The Mable Trust and Safety team is available to assist you, however if you have concerns for your wellbeing, we recommend that you contact the Police first.
How to lodge an appeal
If you wish to make an appeal you must follow the appeals process below. All appeals are reviewed and determined by our Trust & Safety Committee.
Your appeal submission must state the reason you are appealing the outcome of your incident report and provide the case reference number (if one was provided to you).
Please submit your appeal in writing to trustandsafety@mable.com.au within three months of the original outcome.
A decision on your appeal will be determined within 21 days of the date of submission. You will be notified of the decision in writing.
If you remain unsatisfied with the outcome following the conclusion of the appeals process, then you may wish to refer the matter to an appropriate external body such as:
- NDIS Quality and Safeguards Commission
- Aged Care Quality & Safeguards Commission
- Health and Community Services Complaints Commissioner in your State or Territory.
