An incident is any event that causes or could cause harm to a participant, staff member, or visitor. CoordHub’s incident register helps you record incidents, classify them correctly, and manage any required notifications to the NDIS Quality & Safeguards Commission.
Incident register showing logged incidents with date, type, subject, reportable status, and current status

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What counts as a reportable incident

The NDIS (Incident Management and Reportable Incidents) Rules 2018 define two categories: Reportable incidents must be notified to the NDIS Quality & Safeguards Commission:
  • Death of an NDIS participant
  • Serious injury of a participant
  • Abuse or neglect of a participant
  • Unlawful physical or sexual contact with, or assault of, a participant
  • Use of a restrictive practice not in a participant’s behaviour support plan
  • Unauthorised use of a restrictive practice
Non-reportable incidents are recorded internally but do not require notification to the Commission:
  • Near-misses or close calls
  • Minor injuries (e.g. a small cut during a support session)
  • Participant distress or behaviour that did not result in harm
  • Staff incidents (e.g. workplace injuries) — these are handled separately under WH&S
When in doubt, record the incident and classify it — you can update the reportable status after discussion with your supervisor.

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Logging an incident

1

Go to Compliance → Incidents

Click Compliance in the sidebar, then Incidents. Click Log Incident.
2

Complete the incident form

Fill in:
  • Date and time of incident
  • Location — where the incident occurred
  • Subject — the participant involved (or “Staff” / “Third party” if the incident didn’t involve a participant)
  • Incident type — select the closest category from the dropdown
  • Description — a factual account of what happened, written in plain language
  • Immediate actions taken — what was done immediately after the incident
  • Witnesses — names of any witnesses present
  • Reportable incident? — Yes / No / Under review
3

Save the incident

Click Save. The incident is recorded and assigned a reference number.

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The 24-hour reporting window

Reportable incidents must be notified to the NDIS Quality & Safeguards Commission within 24 hours of becoming aware of the incident. This is a hard regulatory requirement — failure to report within 24 hours is a breach of your registration obligations.Submit the initial notification via the NDIS Commission Portal (commissioner.ndis.gov.au) as soon as you’ve determined the incident is reportable. You can submit a more detailed report within 5 calendar days.
Log the notification date and reference number from the Commission Portal back in CoordHub on the incident record — this creates your audit trail.

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Finding and updating incidents

Go to Compliance → Incidents to see all incidents. Filters let you narrow by participant, date range, status, and reportable status. Click any incident to open the full record. You can:
  • Add follow-up notes — record what was done after the initial response
  • Update the status (Open → Under Review → Closed)
  • Link a CAPA (corrective and preventive action) if systemic change is needed

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Creating a CAPA from an incident

If an incident reveals a systemic issue that needs a process change, create a CAPA:
  1. Open the incident record
  2. Click Create CAPA in the Actions section
  3. Describe the corrective action required, assign it to a responsible person, and set a due date
The CAPA will appear in Compliance → CAPA and is tracked through to completion. Linking CAPAs to incidents shows auditors that your organisation is improving, not just recording.
Incidents involving participants should only be accessible to staff who have access to that participant’s record. CoordHub applies the same role-based access to the Incidents register.