Last Updated: 2nd August 2026
Our Commitment to Safety & Transparency:
At Samford Care, the safety, well-being, and rights of our participants, workers, and community are our highest priority. We maintain a robust Incident Management Framework to prevent, identify, manage, and learn from incidents. We promote an open, zero-blame reporting culture where participants, family members, advocates, and staff feel safe to raise concerns or report incidents.
An incident includes any event that causes—or has the potential to cause—harm, injury, distress, or loss to a participant or worker during the delivery of supports. This includes:
Accidents, injuries, or medical emergencies.
Allegations of abuse, neglect, exploitation, or discrimination.
Breaches of privacy or confidentiality.
Service interruptions or critical safety hazards.
Unauthorized use of restrictive practices.
When an incident occurs, Samford Care follows a structured response process:
Immediate Safety & Support: Our first priority is ensuring the immediate safety, health, and emotional well-being of the participant and any individuals involved. Emergency services are contacted immediately if required.
Reporting & Logging: All incidents are formally logged into our Incident Register within 24 hours of occurrence.
Investigation & Root Cause Analysis: Management conducts a thorough, fair, and confidential investigation to determine why the incident occurred and how to prevent recurrence.
Participant Involvement & Continuous Improvement: We involve the participant (and their chosen advocate/family) throughout the process, providing clear updates and implementing systemic improvements or policy changes as needed.
Under the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018, certain serious incidents must be reported directly to the NDIS Quality and Safeguards Commission.
Reportable incidents include:
The death of a person with disability.
Serious injury of a person with disability.
Abuse or neglect of a person with disability.
Unlawful physical or sexual contact with, or assault of, a person with disability.
Sexual misconduct towards a person with disability.
The unauthorized use of a restrictive practice.
Reporting Timelines:
Samford Care will notify the NDIS Quality and Safeguards Commission within 24 hours of becoming aware of any reportable incident (or within 5 business days for unauthorized restrictive practices), in accordance with regulatory obligations.
Anyone can report an incident, safety hazard, or near-miss to Samford Care:
Phone: 0437 757 872 (Available for urgent safety escalation)
Email: support@samfordcare.com.au
Mail: PO Box 948, Samford QLD 4520
You also have the right to report any safety concern or incident directly to the NDIS Quality and Safeguards Commission at any time by calling 1800 035 544 or visiting ndiscommission.gov.au.
