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Incidents & Complaints Management Policy

1.0 Aim

Mable is committed to delivering a platform that is responsive to the needs of its users, provides adequate safeguards and serves the community in which it operates. This policy provides guidance to anyone who wishes to notify us of an incident or make a complaint. It sets out the approach we take when responding to such matters, the principles we apply, and highlights our commitment to consistency, quality, and continuous improvement.

2.0 Key definitions

Complaint means an expression of dissatisfaction made to or about Mable where a response is expected.

Incident means 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 platform users. 

You do not have to actively make a complaint or notify us of an incident, for it to be dealt with under this policy. We may become aware of complaints or incidents via other means, including timesheets, shift notes, social media activity, reviews, user feedback, and Mable’s moderation service.

3.0 Who and when to notify?

Mable should be notified of any and all incidents taking place during or in relation to the delivery of a service. However, before notifying us, it is important to consider who to notify first about your incident or complaint. For instance, where a registered service provider is involved, it may be appropriate to notify them first. You should also consider any other person or organisation responsible for the delivery of services who should be advised. If in doubt, please talk to us. Our Trust & Safety team can assist you in getting incidents addressed or complaints resolved. We will not hesitate to become involved if there has been a breach of our Terms of Use/ Code of Conduct; the Aged Care Quality Standards / Charter of Rights; NDIS Code of Conduct; and / or where we believe someone’s safety or welfare is at risk.

4.0 How to notify us

You may report an incident or complaint to us in a number of ways, including: 

Whilst we accept anonymous complaints and incidents, if we cannot identify you, it often makes it difficult for us to investigate and provide feedback.

5.0 Your privacy 

We protect your identity where practical and appropriate. Personal information that identifies you will only be used or disclosed in accordance with relevant privacy laws or our Privacy Policy. There are some limited circumstances where we may disclose your personal information without your consent. This may include matters involving allegations of violence, exploitation, neglect, abuse and sexual misconduct, which may be reported to the police and/or external regulators. For further information please refer to our Privacy Policy.

6.0 What you can expect from us

Our approach to incidents and complaints is governed by the following key principles:

Accessible We provide a framework that is easy to understand and accessible to everyone. If you would like another person or organisation to assist you with an incident or a complaint, we are happy to communicate with whoever you chose to represent you (e.g. a family member, advocate, legal or community member, etc.).
Responsive There is a clear process for the timely handling of incidents and complaints, and you are kept informed of our progress.
Respectful You are treated with dignity and respect and listened to with empathy and compassion.
Fair We approach each matter in an equitable, objective, and unbiased manner. We act with integrity, transparency, and accountability.
Flexible We are people-centred. Our process is flexible enough to respond to individual needs. Our people are empowered to act promptly and with as little formality as possible.

7.0 How are incidents managed?

Assessment & Initial ResponseUpon receipt, incidents are assigned an impact level on a scale of 1 (minor) to 5 (major), depending on the estimated severity. Immediate actions to mitigate harm may also be required, including:
providing support to those involved notifying emergency services in the case of an emergency (e.g. policy, fire, ambulance, etc)
Acknowledgement We will acknowledge receipt of all incidents within two-working days, and those with an Impact Level of 4 (high) or 5 (major) will be acknowledged as soon as is practicable.
ReferralIf a registered provider is involved then the incident should also be reported to that organisation. Where appropriate, Mable will refer incidents to any responsible third parties and request acknowledgement.
Actions & Decisions We will develop a plan of action based on Impact Level and the nature of the incident, which may include:
the need for further dialogue with involved parties the offer of trauma counselling or other support escalation to Mable’s Risk, Trust & Safety Committee notifying external bodies suggested actions to prevent recurrence of the incident reminding users of Mable’s Code of Conduct / Terms of Use suspending or removing a user from the platform
Mandatory ReportingIt is a requirement by law that some incidents are reported to the NDIS Quality & Safeguards Commission or the Aged Care Quality and Safety Commission (whichever is relevant to the service provision in question). Details of the types of incidents that require reporting to each commission can be found here:
NDIS Reportable IncidentsAged Care Serious Incident Reporting Scheme
Generally, it is the responsibility of the registered provider or support worker to report incidents to the relevant commission, but Mable will fulfill this role in circumstances where that is not possible.
ClosureIf appropriate, we will report the outcome of the incident to the reporting party and any other affected persons before closure.

8.0 How are complaints managed?

Stage 1We aim to resolve complaints at the front line. This means that the Mable staff member receiving the complaint is able to resolve it themselves. If this is not possible, a formal complaint may be submitted to us via any of the channels referred to above.
Stage 2 Formal complaints are dealt with by our Trust & Safety Team.
All formal complaints will be acknowledged as soon as reasonably practicable. We investigate and respond to all complaints within 10-working days.

This second level of complaint handling generally involves:
  • Assessment & Planning – review of the complaint; identifying the steps to be taken and who needs to be informed
  • Investigation of the complaint
  • Action – enacting any decisions made on actions to be taken
  • Outcome and closure – informing concerned individuals of the outcome and closing out the incident for our records
  • Continuous Improvement – identifying any opportunities to prevent recurrence or improve our operations going forward
Stage 3 Upon request, complaints will be escalated to the Trust & Safety Manager for review. This review process may also involve the Head of Risk, Trust & Safety and other key Mable staff members (as appropriate). You will be notified of any revised outcome within 14-days. The complaint will then be closed.
Stage 4 The complainant has the ability to request an internal appeal or make a referral to an appropriate external body. For details, please see section 9.0 of this document.

9.0 What if you are still not satisfied with the outcome of a complaint?

You may consider using our internal appeals process. Appeals are escalated to, reviewed by and determined by our Trust & Safety Committee. Appeals need to be submitted in writing to:

The appeal submission must state the reason(s) you are appealing the decision or outcome and provide the complaint case reference number (if this has been provided to you). The time limit for lodging an appeal is three months from the original decision or outcome. Appeals are determined within 21-days of the date of submission, and you will be notified in writing of the outcome. The Board reviews all appeals on a regular basis. 

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, Ph: 1800 035 544, Web:
  • Aged Care Quality & Safeguards Commission, Ph: 1800 951 822 Web:
  • Health and Community Services Complaints Commissioner in your State or Territory.
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