Working together safely

Your safety is very important to us. We work hard to deliver safe services. But sometimes accidents happen. Sometimes people make mistakes or treat other people badly. We call these things ‘íncidents’. This page explains how we try to prevent incidents and what we do if one happens. You can help prevent incidents happening too. Act safely. Treat others with respect. And if you don’t feel safe, tell someone about it.

Your safety is important

Feeling safe; being safe

NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe. That means you, our workers and other people in the community.

We think about how accidents can happen and how to prevent them. This is called ‘risk management’.

We ask you questions and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.

We want everyone to be safe and to feel safe. If you feel unsafe, you can tell us. We promise to listen and act accordingly.

Handling Incidents

If something goes wrong

Our staff know what to do if there is a problem or accident. We follow NDIS rules if an incident happens.

1. We must tell the NDIS Commission.
2. We must investigate the incident.
3. We must do something so that the incident doesn’t happen again.
4. We must talk about all this with the person who was hurt.

We must follow these rules if someone gets hurt, if someone says they have been hurt or if staff treat NDIS participants badly.

If you don’t feel safe to talk with our staff, then tell someone else. You can talk with your family and friends, or an advocate. You should complain to the NDIS Quality & Safeguards Commission—they make the rules and help participants when people break the rules.

Complaining about Incidents

Making it right again

Everyone has the right to be treated fairly.

If you are involved in an incident, you have the right to know what went wrong and what is being done to make it right.

If you don’t get these answers, you have the right to complain.

We will always keep you informed. We want to treat you with respect.
If you are unhappy with our complaints process, you have the right to get help.

The NDIS Quality & Safeguards Commission can help. An advocate can help you too, by speaking for you.

Its OK to complain!

If we don’t act safely, tell us

Contact us:
Family Connections Sydney
56 Billa Rd
Bangor NSW 2234
Phone us: (02) 9543 6902

You can contact the:

NDIS Quality & Safeguards Commission
Phone: 1800 035 544
TTY: 133 677
Interpreters can be arranged

National Disability Abuse & Neglect Hotline
Phone: 1800 880 052

Advocates can help you to complain
The National Disability Advocacy Program can help provide you with an advocate to support you through the complaints process
email them at:
write to them at:
Disability, Employment and Carers Group
Department of Social Services
GPO Box 9820
Canberra ACT 2601

or search ‘disability advocate’ online

This information is taken from the Incident Management Policy and Procedure.
If you would like to read the entire policy, we are happy to provide a copy. Just ask.
Last Updated: 8 February 2024