1300 000 799
   
care@kuremara.com.au
       
1300 000 799
Home > Incident Management

Incident Management

At Kuremara, we are committed to creating a safe, respectful, and supportive environment for everyone we work with. We recognise that incidents can happen, and when they do, it’s important that they are handled with care, transparency, and in line with the NDIS Quality and Safeguards Commission guidelines. 

I Love NDIS Logo

What is Incident Management?

At Kuremara, Incident Management is how we make sure you are safe and supported when things happen. It’s our way of looking out for you and learning how to make our services even better. 

It’s about what we do when something happens that might affect your safety, well-being, or quality of life while you are receiving our support. This can include situations like: 

  • If you have a fall or get injured during an activity with us. 
  • If there’s a mistake with your medication, like missing a dose. 
  • If you experience or witness abuse, neglect, or exploitation – or if you’re worried about it. 
  • If anyone uses restrictive practices without proper permission or in a way that’s not right for you. 
  • If you are absent without explanation – if we’re expecting you and you don’t arrive and we don’t know why. 
  • If something gets damaged and it affects your safety or well-being. 
  • If you have a serious complaint about your safety or the quality of your support. 
  • If something happens that needs emergency services like police, ambulance, or fire brigade. 
  • Even if something happened that could have caused harm – these “near misses” are important for us to know about so we can prevent problems in the future. 

Incident management is really important to make sure we’re giving you the best and safest support possible, as part of the NDIS. It’s all about making sure we’re doing our best for you. 

Why is Incident Management Important for You?

Incident management is important because it helps us to: 

  • Keep You Safe and Well: Your safety and well-being are the most important things. Incident management helps us find any risks and do things to protect you from harm. 
  • Learn and Make Things Better for You: When we look into incidents, we can see where we can improve how we do things, train our staff, and provide support. This helps us make our services better and better for you over time. 
  • Meet NDIS Standards for Your Benefit: As an NDIS provider, we have to have good incident management systems. This shows we’re serious about quality and doing things the right way for you. 
  • Be Open and Honest with You: Having a clear process means we are open and accountable in how we handle things when incidents happen. 
  • Build Your Trust in Us: By managing incidents well and talking to you openly about them, we hope to build your trust and confidence in Kuremara. 

Our Commitment to Keeping You Safe Through Incident Management

At Kuremara, we promise to: 

  • Try to Stop Incidents Before They Happen: We work to prevent incidents by looking for risks, training our staff well, and using safe ways of working, all to keep you safer. 
  • Respond Quickly and Carefully When Incidents Do Happen: If something does happen, we promise to act fast, be effective, and be caring in our response to you. 
  • Investigate Fairly and Properly: We will look into every reported incident fairly and without bias to understand what happened and why. 
  • Always Try to Improve for Your Sake: We are committed to learning from every incident and using what we learn to improve our services and stop similar things from happening to you again. 
  • Keep Your Information Private and Safe: We will keep all incident reports and information private and follow all privacy laws to protect you. 
  • Involve You When It’s Right: When it’s safe and appropriate, we will involve you and your representatives in the incident management process, so your voice is heard. 

How to Report an Incident if Something Happens to You or Someone You Know?

If you see or experience an incident, or even a near miss, it’s important to tell us as soon as you can. This helps us act quickly and stop anything else from happening. 

You can report an incident in a few ways: 

  1. Talk to a Kuremara Staff Member: Just speak to any staff member you feel comfortable with. They are trained to listen and start the reporting process for you.
  2. Call Us: Phone our special Incident Reporting Line: 1300 000 799 Someone will be there to answer your call during business hours
  3. Email Us: Send an email to our Incident Reporting Email Address: care@kuremara.com.au.
  4. Tell Your Regular Contact: If you have a Support Coordinator, Team Leader, or Manager that you usually talk to, you can tell them directly. 

What to Tell Us When You Report: 

  • Your Name (if you want to share it): It helps us follow up if we need more information, but you can also report anonymously if you prefer. 
  • The Name of the Person Involved (if it’s someone else you’re reporting about): If the incident is about another participant. 
  • When it Happened: The date and time of the incident. 
  • Where it Happened: The location of the incident. 
  • What Happened: Please describe clearly and factually what occurred. 
  • If Anyone Was Hurt: Tell us about any injuries or harm anyone experienced. 
  • If There Were Any Witnesses: If anyone else saw what happened, please let us know their names if you know them. 

What Happens After You Report an Incident?

When you report an incident, here’s what will happen next: 

  1. We’ll Let You Know We Received Your Report: We will confirm that we’ve received your report quickly.
  2. We’ll Check Everyone is Safe and Take Action Right Away: We’ll immediately make sure everyone is safe. This might mean giving first aid, calling for medical help, or doing other things to help.
  3. We’ll Investigate What Happened: We’ll look into it properly to understand what happened, why, and how we can stop it from happening again.
  4. We’ll Fix Any Problems and Make Changes to Prevent it Again: Based on what we find, we’ll take steps to fix any immediate issues and make changes to reduce the risk of future incidents for you and others.
  5. We’ll Give You Feedback (if appropriate): If it’s appropriate and respects everyone’s privacy, we will let you know what happened with the investigation and what actions were taken.
  6. We’ll Keep Records and Report to the NDIS Commission (if needed): We keep records of all incidents and report Serious Incidents to the NDIS Commission as required.

Your Privacy is Important

We know that reporting incidents means sharing personal information. We promise to protect your privacy and keep all incident reports confidential. 

The information you share in incident reports will only be used to manage incidents, investigate them, and improve our services for you. We will always follow privacy laws, including the Australian Privacy Principles, to protect your information.

Click here to learn more about Kuremara’s privacy policy.

Do You Have Questions or Concerns?

If you have any questions or worries about incident management at Kuremara, please don’t hesitate to contact us: 

We’re only a phone call away when you need us.

Contact Us
Back to Top
Product has been added to your cart