Wonsie Pty Ltd
NDIS Provider Number: 4050130800
ABN: 49 672 305 672

Effective Date: September 2026
Review Date: September 2027
Policy Owner: Director, Wonsie Pty Ltd

1. Purpose

Wonsie Pty Ltd is committed to protecting the safety, wellbeing, dignity and rights of NDIS participants.

This policy outlines Wonsie’s system for identifying, responding to, recording, managing, investigating and reviewing incidents that occur, or are alleged to have occurred, in connection with the provision of NDIS supports or services.

Wonsie maintains an incident management system that is appropriate and proportionate to the size of the organisation and the nature and complexity of the supports it provides.

2. Scope

This policy applies to:

• Wonsie Pty Ltd;

• the Director;

• employees, contractors and other workers engaged by Wonsie;

• NDIS participants receiving products or services from Wonsie; and

• incidents occurring, or alleged to have occurred, in connection with Wonsie's provision of NDIS supports or services.

Wonsie primarily supplies adaptive clothing, swimwear and related products to people with disability. Wonsie does not provide direct personal care or day-to-day support to NDIS participants.

The nature of Wonsie's services means that the likelihood and type of incidents may differ from providers delivering direct participant support. Nevertheless, all incidents connected with Wonsie's NDIS supports or services will be taken seriously and managed appropriately.

3. Legislative and Regulatory Framework

This policy has been developed with reference to:

• National Disability Insurance Scheme Act 2013;

• National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018;

• NDIS Practice Standards and Quality Indicators;

• NDIS Code of Conduct; and

• guidance issued by the NDIS Quality and Safeguards Commission.

Wonsie will update its incident management processes where necessary to reflect changes to applicable legislation, NDIS Rules, Practice Standards or regulatory guidance.

4. What is an Incident?

For the purposes of this policy, an incident includes an act, omission, event or circumstance occurring in connection with the provision of NDIS supports or services that:

• has caused, or could have caused, harm to a person with disability;

• involves a person with disability causing serious harm, or a risk of serious harm, to another person; or

• is a reportable incident under the NDIS legislation.

An incident may be identified through direct observation, notification by a participant, family member, carer, plan manager or other person, a complaint, product-related concern, worker report or other information received by Wonsie.

5. Wonsie's Incident Management Principles

Wonsie will:

• prioritise the immediate safety and wellbeing of any person affected by an incident;

• treat participants with dignity and respect;

• respond promptly and appropriately;

• communicate openly with affected participants and/or their representatives;

• respect privacy and confidentiality;

• provide participants with an opportunity to be involved in the management and resolution of incidents affecting them;

• maintain accurate and confidential incident records;

• comply with mandatory reporting requirements;

• take corrective action where appropriate; and

• use incidents as an opportunity to improve Wonsie's systems, products and services.

6. Responding to an Incident

Where Wonsie becomes aware of an incident, the immediate priority is the health, safety and wellbeing of the participant and any other affected person.

Depending on the circumstances, Wonsie may:

1. assess whether there is an immediate risk to the participant or another person;

2. contact emergency services by calling 000 where urgent medical assistance or police intervention is required;

3. take reasonable steps to remove or reduce any continuing risk;

4. contact the participant, their representative, family member or carer where appropriate;

5. provide information about available support, advocacy or complaint options;

6. preserve relevant information or evidence;

7. record the incident;

8. assess whether the incident is a reportable incident;

9. notify the NDIS Quality and Safeguards Commission or another relevant authority where required; and

10. investigate, review and take corrective action where appropriate.

7. Reporting Incidents Internally

All Wonsie workers must report any actual or suspected NDIS-related incident to the Director as soon as practicable.

The Director is responsible for:

• assessing the incident;

• ensuring appropriate immediate action has been taken;

• ensuring the incident is recorded;

• determining whether further investigation is required;

• determining whether the incident is reportable to the NDIS Quality and Safeguards Commission;

• making any required external notifications;

• communicating appropriately with the participant or their representative;

• implementing corrective actions; and

• reviewing the incident to identify opportunities for improvement.

8. Reportable Incidents

Certain serious incidents occurring, or alleged to have occurred, in connection with the provision of NDIS supports or services must be reported to the NDIS Quality and Safeguards Commission.

Reportable incidents include:

• the 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, including grooming for sexual activity; and

• the use of an unauthorised restrictive practice.

Wonsie will notify the NDIS Quality and Safeguards Commission within the applicable statutory timeframe.

Generally, reportable incidents must be notified within 24 hours of Wonsie becoming aware of the incident.

An unauthorised restrictive practice that has not resulted in harm must generally be notified within 5 business days. If the unauthorised restrictive practice results in harm to a person with disability, the 24-hour notification requirement applies.

Where required, Wonsie will provide further information to the NDIS Quality and Safeguards Commission within the applicable timeframe.

9. Reporting to Other Authorities

Reporting an incident to the NDIS Quality and Safeguards Commission does not replace any obligation to contact other relevant authorities.

Where appropriate, Wonsie will contact:

• Police;

• emergency services;

• child protection authorities;

• workplace health and safety authorities;

• product safety regulators; or

• another relevant regulatory or government body.

Where there is an immediate threat to health or safety, emergency services will be contacted by calling 000.

10. Participant Involvement and Support

Participants affected by an incident will be treated respectfully and, wherever practicable, kept informed about how the incident is being managed.

Wonsie will take reasonable steps to:

• explain what has occurred and the actions being taken;

• involve the participant and/or their representative in the management and resolution of the incident;

• consider the participant's views and concerns;

• communicate in a way appropriate to the participant's needs;

• provide information about accessing an advocate or other support where appropriate; and

• advise the participant of Wonsie's complaints process if they are dissatisfied with how an incident has been handled.

11. Investigation and Corrective Action

The Director will determine whether an incident requires further investigation, having regard to its nature, seriousness and potential impact.

An investigation may consider:

• what happened;

• when and how the incident occurred;

• who was affected;

• the immediate response;

• whether the incident could have been prevented;

• whether Wonsie's policies, procedures or processes were followed;

• whether a product, system or process contributed to the incident;

• whether similar risks exist for other participants; and

• what corrective or preventative action should be taken.

Corrective action may include changes to policies, procedures, staff training, communication, products, suppliers, operational processes or risk controls.

12. Incident Records

Wonsie will maintain appropriate records of NDIS-related incidents.

Records may include:

• the date, time and nature of the incident;

• the people involved or affected;

• how Wonsie became aware of the incident;

• details of any injuries, harm or potential harm;

• immediate actions taken;

• communications with the participant or representative;

• notifications made to external authorities;

• investigation findings;

• corrective or preventative actions;

• follow-up actions; and

• the outcome and date the incident was closed.

Incident records will be stored securely and confidentially and will only be accessible to authorised persons.

Records will be retained in accordance with applicable NDIS legislative and regulatory requirements.

13. Privacy and Confidentiality

All personal information relating to an incident will be handled in accordance with Wonsie's Privacy Policy and applicable privacy legislation.

Information will only be disclosed where necessary to manage or investigate the incident, protect a person's health or safety, meet a legal or regulatory obligation, or where disclosure is otherwise permitted by law.

14. Worker Responsibilities and Training

All Wonsie workers are expected to understand their responsibilities for identifying and reporting incidents.

Workers will be provided with information and/or training appropriate to their role regarding:

• recognising an incident;

• responding to immediate risks;

• reporting incidents to the Director;

• maintaining confidentiality;

• preserving relevant information; and

• cooperating with any investigation or review.

15. Continuous Improvement

Wonsie will periodically review incidents, including their causes, management and outcomes, to identify opportunities to improve the quality and safety of its products and services.

Where appropriate, feedback from participants, representatives and workers will be considered as part of this process.

This policy and Wonsie's incident management procedures will be reviewed:

• at least annually;

• following a significant incident;

• when an incident identifies a weakness in existing systems or procedures; or

• when relevant NDIS legislation, Practice Standards or regulatory requirements change.

16. Current Incident History

As at the effective date of this policy, Wonsie has had no NDIS-related incidents or reportable incidents.

Wonsie nevertheless maintains this incident management system to ensure that any future incident can be identified, responded to, recorded, managed and reported appropriately.

17. Contact Wonsie

Participants, family members, carers, representatives or other persons can report an incident or raise a concern directly with Wonsie.

Wonsie Pty Ltd
Attention: Director

Incidents and concerns will be treated seriously, respectfully and confidentially.

Participants may also contact the NDIS Quality and Safeguards Commission if they have concerns about the safety or quality of NDIS supports or services.

18. Policy Review

Policy Owner: Director, Wonsie Pty Ltd
Effective Date: September 2026
Next Review: September 2027