This guide tells you what happens after an incident. It uses short sentences and pictures.
You can print this guide, or read it here.
An incident is when something bad happens, or nearly happens.
For example, someone gets hurt, or someone is treated badly.
It is also an incident if a restrictive practice is used and it is not in the plan.
The first thing we do is make sure you are safe.
If someone is badly hurt or in danger, call 000.
We make sure you can see a doctor if you need to.
We tell you what happened. If you want us to, we tell your family or supporter too.
If we got something wrong, we say sorry.
You can ask us questions about what happened.
Some serious incidents must be told to the NDIS Commission. This is the law.
We tell them quickly. For the most serious incidents, we tell them within 24 hours.
We will usually tell you before we tell the NDIS Commission.
If a child is not safe, we must tell child protection.
If someone may have broken the law, we may need to tell the police.
We look at what happened and why.
We ask you what you think. Your ideas help.
Your practitioner talks it through with their Team Leader.
We change your plan if it needs to change.
We work to stop it happening again.
You can tell us if you are not happy with how we helped. Read how to give feedback or make a complaint.
You can email us at contact@richersupport.com.
You can call the NDIS Commission on 1800 035 544. You do not have to tell us first.
You will not get in trouble for telling us something is wrong.
It is OK to feel upset after an incident.
You can talk to someone you trust.
You can call Lifeline on 13 11 14. You can call any time, day or night.
This guide gives general information. Your practitioner can explain more, and can read it with you. Last updated October 2026.