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We take safety seriously

At Interchange WA, we are committed to providing safe, respectful, high-quality support at all times. But if something does go wrong, whether it’s a concern, an accident, or an incident that makes you feel unsafe, we want to know about it, and we want to respond the right way.

This is part of our commitment to the NDIS Practice Standards and Zero Tolerance Framework.

What is an incident?

An incident is anything that:

  • Causes harm or distress to you or someone else
  • Puts your health, safety, rights or wellbeing at risk
  • Involves abuse, neglect, violence, injury, or unsafe behaviour
  • Goes against your consent or personal boundaries
  • Could affect the quality of the services you receive

This includes things that happen during support – at home, in the community, or anywhere you engage with our team.

When something goes wrong, we:

  1. Listen and respond quickly to keep everyone safe
  2. Record the incident clearly and accurately
  3. Report serious incidents to the NDIS Commission, when required
  4. Investigate what happened and why
  5. Take action to prevent it happening again
  6. Keep you informed along the way

We treat every report seriously and confidentially – and we will never ignore a concern.

 

If something feels wrong, or makes you uncomfortable, you have the right to speak up. We welcome your voice, and we’ll protect your privacy, dignity and choice throughout the process.

You can report an incident by:

You can ask a trusted friend, family member, or advocate to support you. You can also get in touch with the NDIS Quality and Safeguards Commission directly at www.ndiscommission.gov.au or call 1800 035 544.

We believe strong incident management is about more than compliance. It’s about care, transparency and learning. If something’s not right, we act. Because everyone deserves to feel safe, supported and heard.

Ready to get started?

We’re listening to you and your loved one

Tell us what is important to you and how we can support your family member in living the life they want. Contact us to explore personalised solutions.

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