Incident reporting

Incident management information for funded organisations and NDIS providers, including details about the Client incident management system and reporting privacy breaches.

Important note:

From 15 January 2018, for department-funded organisations and registered Victorian NDIS providers of disability and psychosocial supports, the new client incident management system (CIMS) applies.


  • The Client incident management system

    The Client incident management system

    The Client incident management system (CIMS) focuses on the safety and wellbeing of clients.

    The CIMS applies to the following department delivered services and funded organisations:

    Children, youth and family services

    • family and community services
    • out-of-home care
    • secure welfare
    • statutory child protection services

    Disability services

    • individual support
    • information, planning and capacity building
    • targeted services
    • residential accommodation services
    • Victorian approved National Disability Insurance Scheme (NDIS) providers of disability and psychosocial supports

    Health services

    • aged care and carer's support services
    • alcohol and drug treatment services
    • community and palliative care services
    • home and community care (HACC)services for people aged under 65 and under 50 for Aboriginal people
    • mental health community support services (MHCSS)
    • sexual health prevention services

    Housing and community building services

    • department managed housing
    • homelessness assistance
    • long-term housing assistance

    Youth services

    • refugee minor program
    • youth services

    For NDIS providers: Victoria's quality and safeguards arrangements will remain during transition to full scheme roll-out in 2019. This means that NDIS providers are required to comply with the CIMS.

    Applicable policies

    CIMS is supported by a new policy:

    • Client incident management guide
    • Client incident management guide - out-of-home care addendum

    The following policies have been replaced by the CIMS:

    Find out more about the CIMS

    The CIMS webpage has more information about the CIMS, including the policy, link to the incident report webform and client incident register, fact sheets, implementation guidance, learning and development materials and IT requirements.

    For assistance with the CIMS, contact the CIMS Helpline: call 1300 024 863 or email

  • Reporting privacy breaches alongside CIMS

    Funded organisations previously reported privacy incidents as category one critical incident reports. With the introduction of the Client Incident Management System (CIMS) a new web based Privacy incident report form was developed to enable funded organisations to continue notifying the department about privacy incidents.

    Privacy incidents must be reported within one business day. A privacy breach that impacts a client may need to be reported as a client incident under CIMS as well as through a privacy incident report.

    Visit the Privacy page for more information, including a link to the Privacy incident report web form, fact sheets and guidelines.

  • Failure to disclose child sexual abuse

    The offence for failure to disclose child sexual abuse to the police came into effect on 27 October 2014.

    The offence requires that any adult who holds a reasonable belief that a sexual offence has been committed in Victoria by an adult against a child (aged under 16) disclose that information to police.

    The offence applies to all adults, not just professionals who work with children, unless they have a reasonable excuse.

    For more information about the regime and how to report, visit the DHHS offence for failure to disclose child sexual abuse  page.

  • Better safeguards for people with a disability

    What is happening?

    The Victorian Government is strengthening the safeguards for people with a disability and implementing the recommendations of the Parliamentary Inquiry into Abuse in Disability Services (the Parliamentary Inquiry). The Parliamentary Inquiry was set up to investigate why abuse is not always reported in the disability sector and responded to, and how abuse can be prevented.

    As part of its response to the Parliamentary Inquiry, the Victorian Government is increasing the independent oversight of the disability sector by expanding the Disability Services Commissioner's (the Commissioner) inquiries into client incident reports to include client deaths.

    Victoria has also agreed to the Commonwealth Government's National Quality and Safeguards Framework for the National Disability Insurance Scheme (NDIS), which will establish the national safeguards under the NDIS.  Until that framework is in place, the government will continue its work to implement the Parliamentary Inquiry's recommendations and ensure the highest standards of quality and support for people with a disability.

    Expanded review of critical incidents

    The department currently provides the Commissioner with all Category One incident reports of:

    • injury
    • sexual assault
    • physical assault
    • poor quality of care

    As of 23 September 2017, the Minister for Housing, Disability and Ageing has expanded the Commissioner's review of client incident reports to include all deaths of a client (Category One and Category Two  deaths) and deaths referred to the Commissioner by the Coroner where the deceased was a person with a disability who was receiving services at the time of the person’s death.

    This means that the department will send to the Commissioner all incident reports that it receives about client deaths.

    The expanded referral is effective to 30 June 2019.

    Services in scope

    The Commissioner's inquiries into assault, injury, poor quality of care and deaths apply to disability services provided by the department and disability service providers registered, funded or contracted under the Disability Act 2006 (the Act).

    During the transition to the National Disability Insurance Scheme (NDIS), this includes Victorian approved NDIS providers registered under the Act.

    Further information

    For further information about the Commissioner’s new functions and powers, see:

    For more information, please contact your Local Engagement Officer.