NDIA Accountability Project

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Understand other incidents

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Understand other incidents

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Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 2 Before you start …………………………………………………………………………………………………….. 3 Understand other incidents …………………………………………………………………………………… 4 Understand internal response pathways………………………………………………………………… 4.1 Security incidents ………………………………………………………………………………………………… 4.2 Abuse, aggression or escalating behaviour toward NDIA staff, local area coordinators or early childhood partners …………………………………………………………………………………………………. 4.3 Business continuity and resilience incidents ……………………………………………………………. 4.4 Work, health and safety incidents ………………………………………………………………………….. 4.5 Employee relations incidents …………………………………………………………………………………… 4.6 Legal incidents …………………………………………………………………………………………………….. 4.7 Privacy incidents ………………………………………………………………………………………………….. 4.8 Technical Advice and Practice Improvement Branch (TAPIB) incidents ………………………

This article provides guidance for all NDIA staff and partners to:

  • understand other incidents
  • understand internal response pathways.

1 Recent updates

9 December 2024 Update to help staff request Privacy Service Desk support to update document linked to PACE as evidence or closed enquiry cases.

2 Before you start

You’ve read and understood what a critical incident is in article Understand participant critical incidents.

3 Understand other incidents

Sometimes the participant critical incident (PCI) team will receive notification, via a PCI case in PACE, of another type of incident which doesn’t meet the PCI criteria. There are examples below of incidents that don’t meet the PCI criteria.

To learn more, go to the information under the Understand internal response pathways section of this article.

The PCI team will follow the same process as they would for a PCI. This would involve taking the appropriate actions to:

  • prioritise the safety and wellbeing of the participant
  • make further safeguarding recommendations before closing the PCI case.

The PCI team will note there still may be a risk, but it doesn’t meet the PCI criteria and would be best managed by another team. For example, Service Delivery. This will be recorded as an Internal Note in the Log Activity tab within the PCI case.

An alert will appear in the Person Account to notify you a PCI case was lodged. You can view the Timeline list of all cases linked to the Person Account. This includes a New Task or Log Activity.

4 Understand internal response pathways

Review the information below which shows examples of incidents that don’t meet the PCI criteria. You’ll also find information below on the teams that would manage these.

4.1 Security incidents

This can include:

  • loss or compromise of information
  • unauthorised access, including tailgating
  • loss or theft of National Disability Insurance Agency (NDIA), and personal property
  • verbal or physical abuse
  • damage or vandalism to buildings
  • all Duress Alarm activations, including false activations.

Report all security incidents to the NDIA Protective and Cybersecurity Branch. You can:

  • phone the relevant security contact
  • email redacted: s47E(d) - certain operations@ndis.gov.au
  • report an incident through Speak Up on the Reporting a Security Incident intranet page.

4.2 Abuse, aggression or escalating behaviour toward NDIA

staff, local area coordinators or early childhood partners

This can include:

  • aggressive acts, verbal abuse, derogatory, racist or defamatory remarks, harassment, intimidation or violence
  • rude, confronting and threatening correspondence or behaviour
  • threats to harm third parties, damage property or stalking.

For more information, go to the:

  • Managing Unreasonable Behaviour intranet page
  • Reporting a Security Incident intranet page.

For incidents relating to the health and wellbeing of NDIA staff, local area coordinators and early childhood partners, go to the Incident and Hazard Reporting intranet page.

4.3 Business continuity and resilience incidents

This can include:

  • loss of access to buildings
  • utility outages
  • information and communication technology (ICT) outages
  • loss of staff.

For more information, go to the:

  • NDIA Issues and Incident Management Framework
  • Business Resilience intranet page.

4.4 Work, health and safety incidents

This can include:

  • injury or illness, including slips, trips, falls, spills
  • near misses
  • equipment or property damage
  • comcare notifiable incidents (external).

NDIA staff should report work, health and safety incidents, hazards and near misses through Speak Up. To learn more, go to Incident and Hazard Reporting.

Local area coordinators and early childhood partners should go to their own organisations’ policies. Talk to your line manager for support and guidance.

4.5 Employee relations incidents

This is for any participant critical incident which relates to employee behaviour and the APS Code of Conduct (external). Report this type of incident to the employee relations team and the PCI team. For all employee relations incidents, go to the People and Culture intranet page.

Local area coordinators and early childhood partners should go to their own organisations’ policies. Talk to your line manager for support and guidance.

The Administrative Review Tribunal (ART) has notice that legal proceedings are being considered or have been lodged.

Note: Check if there’s any Activity in the Person Account. To do this from the Person Account:

  1. Select the Activity tab.
  2. Select Alerts History tab.

Note: On Monday 14 October the Administrative Review Tribunal (ART) replaced the Administrative Appeals Tribunal (AAT). The term AAT will still show in PACE alerts after Monday 14 October.

  1. Select Active Alerts.
  2. Select the hyperlink under the Alert Category to open and review the Active Alert.
  3. To create a new alert Select New.
  4. Select the relevant drop-down option at the Alert Category.
  5. Record the reason for the alert in the Alert Reason.
  6. Select Next.

Note: If Legal are already aware, you won’t need to create another alert.

You can email the legal team or where requests for information are received from a court contact, email the information law team.

4.7 Privacy incidents

Privacy incidents are any situation where a participant’s personal information is at risk of being shared with the wrong person.

This could be a privacy complaint by a participant or allegation of a breach of privacy involving a participant. This includes a data breach, unauthorised disclosure or loss of personal information.

If you make a mistake when managing a participant’s documents or Person Account, this is also a privacy incident. For example, you may realise you’ve incorrectly linked evidence or a closed enquiry case to a Person Account.

To report a privacy incident, use the Privacy Service Desk or email Privacy@ndis.gov.au. To learn more, go to the Report a Privacy Incident intranet page.

Note: You can now update documents and open enquiry cases in PACE without Privacy Assistant support. When we say documents, we mean any inbound document that hasn’t been linked to a case as evidence. Read article Update or delete a document for more guidance.

4.8 Technical Advice and Practice Improvement Branch

(TAPIB) incidents

This could be significant participant behaviour of concern or notice of use of restrictive practices, unauthorised and authorised.

Note: Any unauthorised use of restrictive practices needs to be referred to the PCI team as a participant critical incident. For more information, go to article Understand participant critical incidents. They’ll also notify the Technical Advice and Practice Improvement Branch (TAPIB). To learn more, go to the Participant Critical Incidents intranet page.

If a mandatory referral to TAPIB is required, you can make a referral via the advice request in PACE. You can also email redacted: s47E(d) - certain operations@ndis.gov.au or visit the TAPIB Hub.