NDIS Registered Provider — Victoria ABN 22 671 393 070
Admin@NorthernStarSupport.com 03 7057 1645
Northern Star Support Services
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Safety, taken seriously.

How we prevent, manage and report incidents — and how you can raise a safety concern.

Last updated: May 2026

In an emergency, always call 000 first

If someone is in immediate danger or needs urgent medical help, call 000 before anything else. This page describes how we manage and report incidents — it is not a substitute for emergency services.

On this page

  1. Our commitment
  2. What is an incident
  3. How we manage incidents
  4. Reportable incidents
  5. How to report an incident
  6. Your rights

Our commitment

Northern Star Support Services is committed to the safety and wellbeing of every participant. We maintain an incident management system consistent with the NDIS Practice Standards and the NDIS (Incident Management and Reportable Incidents) Rules 2018. Every incident is recorded, assessed, responded to, and used to improve how we work.

What is an incident

An incident is any act, omission, event or circumstance that causes harm, or could have caused harm, to a participant while we are providing supports. This includes:

  • Injury or illness affecting a participant
  • Abuse, neglect or exploitation of a participant
  • Unauthorised use of restrictive practices
  • Errors in supports, including medication errors
  • Near-misses — where harm could have occurred but didn't

How we manage incidents

When an incident occurs, our workers are trained to:

  1. Ensure immediate safety — provide or seek first aid or emergency help as needed.
  2. Record the incident — document what happened accurately and promptly.
  3. Notify management — so the incident can be assessed and responded to.
  4. Support those affected — including the participant, their family or nominee, and others involved.
  5. Review and learn — identify what can be done to prevent it happening again.

Reportable incidents

Certain serious incidents are reportable incidents that must be notified to the NDIS Quality and Safeguards Commission within required timeframes. These include the death of a participant, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct, and the unauthorised use of a restrictive practice. We take these obligations seriously and report them as required by law.

How to report an incident to us

If you are a participant, family member, worker or member of the public and you want to report an incident or a concern about safety, contact us:

Phone: 03 7057 1645 Email: Admin@NorthernStarSupport.com

You can also report serious concerns directly to the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

Your rights

You have the right to be safe, to be treated with dignity, and to raise concerns without fear of negative consequences. You can involve a support person, advocate or representative at any stage. We will keep you informed about how an incident affecting you is being handled.

This page summarises our incident management approach in general terms. We recommend having your full incident management procedure reviewed by a qualified professional to ensure it meets your obligations under the NDIS rules.