Incident Response Policy

Incident Response Policy

This policy explains the steps for you to take in the event that an incident occurs and the response that P2P will provide.

Last updated: July 2026

What is an incident?

• An incident is when something happens that hurts someone or puts someone at risk. Examples include:
• An accident or injury that needs medical attention
• Someone's property being damaged
• Someone being hurt by another person
• Something happening that breaks the rules or the law
• A near miss is something that could have caused harm
• An NDIS reportable incident involving a participant

What to do if an incident happens

• If someone needs urgent help, call 000. Your safety and the safety of others comes first.
• Call us on 1800 777 723, email manager@p2pqld.org.au, or fill out the online incident report form on our website.
• Tell us what happened, when it happened, what action has already been taken, and the contact details of everyone involved.
• After reporting an incident, it can help to talk to someone you trust, for example, a family member, your doctor, a support worker, or an advocate. Let us know if you would like us to connect you with an advocate.

What we will do

• If you reported by phone or email, we will complete an incident report form within 2 business days of being made aware of the incident. All incidents are recorded on an incident register.
• We will look into what happened, gather evidence, speak with relevant people, and review our policies and procedures to understand how and why the incident happened.
• We will review the information and decide what needs to be done to respond to the incident and prevent it from happening again. This may include updating policies, providing staff training, or making changes to how we do things.
• We will notify all relevant people of the outcome of the investigation and any actions we are taking.
• Every incident is an opportunity to make P2P safer. We review our practices and make improvements where needed.

NDIS reportable incidents

Some incidents involving NDIS participants must be reported to the NDIS Quality and Safeguards Commission. These are called reportable incidents. P2P is responsible for reporting these within the required timeframes.

Our policy and legislation

Our incident response process is guided by:

• NDIS Practice Standards Core Module 2: Provider Governance and Operational Management (Incident Management)
• National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018
• Work Health and Safety Act 2011 (Qld)