Incidents

Incidents are “an act, omission, event, or circumstance that causes harm, damage or loss, or could reasonably be expected to cause harm, during or in connection with an arranged service between Mable platform users”.

Incidents differ from complaints, so if you wish to make a complaint or provide any feedback to Mable, please fill out this form instead.

We aim to review any incidents within 48 business hours and may contact you to seek additional information as part of that process.

If a registered disability service provider or an approved home care provider is connected to the participant or consumer’s account, Mable will forward the incident details to them for review and investigation.

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

Email: reportableincidents@ndiscommission.gov.au

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.

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.