What is an NDIS "Incident"?
In NDIS services, an incident means any event that:
- Causes harm, injury, abuse, neglect, or stress to a participant
- Is a near miss or unsafe situation (even if nobody was hurt)
- Breaks participant privacy, dignity, or rights
- Involves missing medication or health emergencies
- Involves violence, exploitation, or restrictive practices
All staff, participants, or visitors have a responsibility to report these events immediately to ensure a safe environment for all.
How Do I Report an Incident?
- Tell any U Matter Care staff member, your support worker, or a manager in person or by phone.
Call: 0435 317 000 -
Email: safety@umattercare.com.au
Or complete the confidential online form:
Report an Incident Online -
You can also notify the NDIS Quality & Safeguards Commission directly
(Complaint form, 1800 035 544)
We support anonymous reporting, and all information is handled with respect and strict confidentiality.
What Happens Next?
- Your concern is listened to, documented, and (if appropriate) responded to immediately
- Action is taken to keep you (or anyone involved) safe
- If urgent, we contact police, ambulance, or child protection as needed
- All “reportable incidents” (injury, abuse, neglect, serious concern) are reported to NDIS Commission within 24 hours
- An investigation is done, and we update you on the outcome
No one will ever be punished or disadvantaged for making a report—ever.
Your Rights & Protections
- Retaliation is not tolerated under any circumstance
- You can request an advocate at any stage (we help connect you)
- All reporting is voluntary—you choose what to share and with whom
- Support person/family can be present in all meetings if you wish
- You will be kept informed, respected, and included in all responses
Incident Reporting FAQ
What if I am not sure if it’s an “incident”?
Report it anyway—even “near misses” or “odd” situations are important for everyone’s safety. Your concern will never be ignored.
Can I report on behalf of someone else?
Yes! Whether you are a family member, friend, or another participant, reporting helps maintain our safe, welcoming environment.
Can I stay anonymous?
Yes; simply let us know, and your identity will not be shared. We still take action on any valid concern.
Who else do you notify besides U Matter Care managers?
Where required, the NDIS Commission, SA Police, or health authorities are notified—especially for abuse, injury, or criminal concerns.
Can I request feedback or ask about action after reporting?
Always! We provide updates on the review and resolution if you wish (protecting privacy for everyone involved).
