This page explains Convi’s approach to incidents during disability support and mentoring. The full policy sets out responsibilities, reporting pathways, records and follow-up.
Safety comes first
If something goes wrong during support, the first step is to make people safe and get the right help. That may mean stopping an activity, providing first aid within my training, arranging a safe handover or calling emergency services.
If someone is in immediate danger or needs urgent medical help, call 000. Convi’s phone, email and website enquiry form are not emergency services.
What we take seriously
An incident may be an injury, a missing young person, an unsafe situation, a concern about someone’s conduct or a problem with private information. Near misses matter too, even when no one was hurt.
You do not need to prove that something happened before raising a concern. I will listen, record what is known and consider what needs to happen next. A young person can use words, writing, pictures or their usual way of communicating.
If a young person goes missing
Loss of contact or supervision needs a prompt response. Police should be contacted immediately when someone is missing; there is no 24-hour waiting period. Call 000 where there is immediate danger.
Convi’s response includes sharing useful information with Police, contacting the authorised family member where safe and reviewing the support arrangements after the young person is located. A safe return does not remove the need to understand and address the risk.
When sessions are missed
A missed session is not automatically a missing-person incident. I follow up unexplained absences, consider what is known about the young person’s safety and review repeated loss of contact with the family.
Concerns about immediate danger or an unaccounted-for child are acted on promptly. I do not wait for another missed session where there is already a safety concern.
Keeping you informed
I explain what is known, what has been done and the next step in a way the young person and family can understand. You can ask questions and have a trusted person or advocate support you.
Information is shared only as needed and allowed by law. If telling someone could put a child at risk or interfere with an investigation, I seek advice from the appropriate authority first.
Reporting through the right channels
Some concerns need to be reported to Police, Child Protection or a regulator. Convi checks each relevant reporting duty; an internal record does not replace a required external report.
Convi is an unregistered NDIS provider. The NDIS Code of Conduct applies to our work, and serious safety concerns can be raised with the NDIS Commission. The Commission’s mandatory reportable-incident process applies to registered providers. Other reporting duties can still apply to Convi.
Following through
After an incident, I review what happened and what needs to change. That can include the activity, environment, communication, staffing or support plan. Your young person’s experience and your feedback are part of that review.
If Convi cannot provide an activity or support safely, we pause it and discuss suitable arrangements. Records and follow-up actions are kept securely.
Internal participant incident records are kept in Zanda, with access and sharing controlled. Please contact Alex to arrange a suitable way to share sensitive information.
Raise a concern
Contact Alex Attard on 0444 560 189 or alex@convi.au. Start with a brief message so we can arrange a suitable way to share sensitive details. Please do not upload incident reports through the public enquiry form.
You can go directly to an external authority, including if the concern is about me. You do not need my permission or have to use Convi’s process first. I do not investigate or decide allegations about my own conduct.
- NDIS Commission
- 1800 035 544 · Report a safety or quality concern
- Victorian Disability Worker Commission
- 1800 497 132 · Concerns about a worker
- Child Protection
- West Division: 1300 360 462
Urgent after-hours concerns: 13 12 78
Check the area where the child lives - Social Services Regulator
- Report a child-safety allegation
You can ask for the full Incident Management and External Reporting Policy or have it explained in a way that works for you. See also our child-safety statement professional boundaries and approach to distress.