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Improving incident and complaint notifications

1 October 2020

We receive more than 200 notifications a month; and, fortunately, a high proportion do not require any further action. However, many notifications are incomplete or insufficient in detail.

While we understand completing online notifications can be time-consuming, a detailed and accurate notification will actually save time, as it reduces the need for further communications.

We’re encouraging everyone to provide us as much detail as you can when submitting a notification

Receiving all of the information in the first submission assists with the initial assessment and will save time for everyone!

Information often missing from notifications:

  • Child’s full name, gender and date of birth

  • A clear account of what happened

  • Details of action taken/to be taken following the incident 

  • That parent(s)/carer(s) have been notified, together with names and contact details

  • Details of any person/s who witnessed the incident

Any supporting information you wish to submit can be uploaded on the portal at the time of your submission or afterwards. Examples include the service incident report, risk assessments, photographs, behaviour guidance plans, medical management plans, outcome for the child/ren, etc.  

Please also be aware that you must notify us within the required timeframes. This is either 24 hours or seven days, depending on the incident. Remember that you must notify parents about incidents, as soon as practicable but no later than 24 hours.

Further information: