NDIS Incident & Complaints Register Software
Log incidents, decide NDIS reportability against the six categories, and track the 24-hour and 5-business-day Commission deadlines automatically. Built for NDIS providers, and just as at home with RACGP clinical incidents and complaints.
On the free trial and every paid plan. No credit card required.
Immediate Notification deadline · 5 Day Form in 4 days
A missed 24-hour notification is a compliance failure
Registered NDIS providers must run an incident management system (including reportable incidents) and a complaints management and resolution system. Both map to the NDIS Practice Standards Core Module, and auditors ask to see the registers. Get the reportable decision wrong, or miss the deadline, and you risk an infringement notice or compliance action.
What is a reportable incident under the NDIS?
A reportable incident is an act, omission, event or circumstance that occurs in connection with providing NDIS supports and that has, or could have, caused harm to a person with disability. Under the NDIS (Incident Management and Reportable Incidents) Rules 2018, registered providers must notify the NDIS Quality and Safeguards Commission of six categories: death; serious injury; abuse or neglect; unlawful sexual or physical contact or assault; sexual misconduct; and the unauthorised use of a restrictive practice.
What are the NDIS incident reporting timeframes?
Most reportable incidents must be notified to the Commission within 24 hours of key personnel becoming aware, using the Immediate Notification Form. An unauthorised use of a restrictive practice that did not result in harm is notified within 5 business days. A more detailed 5 Day Notification Form must also be submitted within 5 business days for every reportable incident.
Do registered NDIS providers need an incident management system?
Yes. Registered NDIS providers must operate an incident management system that records and manages incidents connected with the provision of supports, including reportable incidents, under the NDIS (Incident Management and Reportable Incidents) Rules 2018. They must also run a complaints management and resolution system. Auditors verify both by asking to see the registers, which map to NDIS Practice Standards Core Module outcomes.
What must a complaints register include?
A complaints management system must let anyone make a complaint, anonymously or otherwise, be simple and accessible, support the complainant, set out worker roles, and record the process and outcomes. A complaints register typically records a unique reference, how the complaint was received, the subject, acknowledgement, investigation status, resolution and outcome, when the complainant was informed, and the closed date.
One register, the whole obligation
Reportable decision support + Commission countdown
A guided check over the six categories and the restrictive-practice harm branch decides reportability and the 24-hour or 5-business-day deadline, with a live countdown and reminders so a notification is never missed.
Corrective actions with reminders
Assign corrective actions (CAPA) to staff with due dates, track them to close-out, and get nudged before they fall overdue.
Complaints register, anonymous-capable
Record complaints and feedback, including anonymous submissions, with acknowledgement and resolution tracking. A public QR or web form feeds the register directly.
Evidence linking + audit-ready export
Attach documents as evidence, and the register flows into your audit evidence pack under the matching NDIS and RACGP checklist items. Export an auditor-ready CSV any time.
Dashboards, trends + systemic issues
See incidents and complaints over time, reportable-pending and overdue counts, and a systemic-issues view that flags categories clustering over the last 90 days.
Public QR feedback intake
Turn on a per-practice QR code and link for your waiting room so participants and families can raise a complaint or feedback in seconds.
The six reportable categories and the timeframes
- Death of a person with disability
- Serious injury of a person with disability
- Abuse or neglect of a person with disability
- Unlawful sexual or physical contact with, or assault of, a person with disability
- Sexual misconduct committed against, or in the presence of, a person with disability
- Unauthorised use of a restrictive practice in relation to a person with disability
Notification timeframes
| All categories except restrictive practice | 24 hours |
| Restrictive practice — no harm | 5 business days |
| Restrictive practice — with harm | 24 hours |
| Detailed 5 Day Form (all reportable) | 5 business days |
Source: NDIS (Incident Management and Reportable Incidents) Rules 2018 and the NDIS Commission Reportable Incidents guidance. Verify against current guidance.
How it compares
| Capability | Spreadsheet | PracticeHub (GP) | Enterprise NDIS | ClinicComply |
|---|---|---|---|---|
| Incident + complaints register | Manual | Yes | Yes | Yes |
| NDIS reportable decision + 24h/5-day deadline tracking | No | No | Partial | Yes |
| Maps to NDIS Practice Standards and RACGP | No | GP only | NDIS only | Both |
| Corrective actions + reminders | No | Yes | Yes | Yes |
| Audit-ready evidence pack integration | No | Partial | Partial | Yes |
| SME pricing / taste-on-trial | n/a | $$ | $$$ | Yes |
See the full ClinicComply vs PracticeHub comparison.
Frequently asked questions
What is a reportable incident under the NDIS?
A reportable incident is an act, omission, event or circumstance that occurs in connection with providing NDIS supports and that has, or could have, caused harm to a person with disability. Under the NDIS (Incident Management and Reportable Incidents) Rules 2018, registered providers must notify the NDIS Quality and Safeguards Commission of six categories: death; serious injury; abuse or neglect; unlawful sexual or physical contact or assault; sexual misconduct; and the unauthorised use of a restrictive practice.
What are the NDIS incident reporting timeframes?
Most reportable incidents must be notified to the Commission within 24 hours of key personnel becoming aware, using the Immediate Notification Form. An unauthorised use of a restrictive practice that did not result in harm is notified within 5 business days. A more detailed 5 Day Notification Form must also be submitted within 5 business days for every reportable incident.
Do registered NDIS providers need an incident management system?
Yes. Registered NDIS providers must operate an incident management system that records and manages incidents connected with the provision of supports, including reportable incidents, under the NDIS (Incident Management and Reportable Incidents) Rules 2018. They must also run a complaints management and resolution system. Auditors verify both by asking to see the registers, which map to NDIS Practice Standards Core Module outcomes.
What must a complaints register include?
A complaints management system must let anyone make a complaint, anonymously or otherwise, be simple and accessible, support the complainant, set out worker roles, and record the process and outcomes. A complaints register typically records a unique reference, how the complaint was received, the subject, acknowledgement, investigation status, resolution and outcome, when the complainant was informed, and the closed date.
Does this work for RACGP and clinical incidents too?
Yes. The same register handles RACGP clinical incident reporting and significant event analysis, and a patient feedback and complaints register, alongside the NDIS workflow. You tag each record with its framework, so a practice running both NDIS and RACGP keeps one source of truth.
How does ClinicComply decide if an incident is reportable?
When you log an incident you answer a short guided check over the six reportable categories and the restrictive-practice harm branch. ClinicComply determines reportability and the applicable Commission deadline, shows a live countdown, and reminds you as it approaches. Submission stays manual through the Commission portal; ClinicComply detects, pre-fills a notification worksheet, and tracks the deadline.
Is the incident register included in the free trial?
Yes. The incident and complaints register is available on the free trial and on every paid plan, so you can log a real incident and see the reportable decision support and deadline tracking before you decide.
Keep reading
- NDIS + RACGP in one register
- Australian data residency (Sydney)
- On the free trial
Outbound references: NDIS Commission — Incident management and reportable incidents. This page is general information, not legal advice.
Be the practice the assessor compliments.
Set up your frameworks this weekend. Walk into your next visit with every criterion linked to current evidence, and nothing left to chase.