Report an Incident to Homage

An incident is an event or circumstances that cause harm, damage or loss during or in connection with a service arranged between Homage and its platform users. 

You may make use Homage’s Incident Management Policy to reach out to us to notify us of an incident or make a complaint. 

• Report an incident to us by filling up the form on this page. 
• Homage will review any incidents within 24-72 hours. We may contact you to seek additional information.
• If you are a support worker or nurse, your incident must be reported on the record of your support session 
• If you would like to speak with a Homage customer support representative, you may reach out to us at 1300 705 029 or drop us an email at [email protected]. 

If a registered disability provider or an approved home care provider (Approved Provider) is connected to your account, Homage will forward the incident details to the registered or Approved Provider for review and investigation.

If you are accessing Homage services under the NDIS scheme, you must also report all “Reportable Incidents” (including alleged reportable incidents) that occur (or are alleged to have occurred) in connection with the provision of NDIS supports or services you deliver to the NDIS Quality and Safeguards Commission within 24 hours of the incident occurring. 

Reportable incidents are serious or alleged incidents which result in harm to an NDIS participant and occur in connection with NDIS supports and services. Specific types of 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 (excluding, in the case of unlawful physical assault, contact with, and impact on, the person that is negligible).
• Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity.
• The use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorisation (however described) of a State or Territory in relation to the person or a behaviour support plan for the person.

Please note that it is important to report these incidents to both Homage and NDIS. Please find NDIS contact details below: 

Phone number: 1800 035 544  

Email: [email protected] 

According to the Australian Government Department of Health and Aged Care, reportable Incidents are those that:

• Occur in connection with the provision of care or services;
• Have caused harm to a Consumer; and
• Are one of the Eight Types of Reportable Incidents for home services, which include:
  • Unreasonable use of force;
  • Unlawful sexual contact or inappropriate sexual conduct;
  • Psychological or emotional abuse;
  • Unexpected death;
  • Stealing or financial coercion;
  • Neglect;
  • Inappropriate use of restrictive practices; or
  • Missing Consumers (this is intended to capture situations where a provider has the Consumer in their physical care immediately prior to their absence. It is not intended to require notification to the Commission when a provider arrives for a scheduled visit and there is no reason to be concerned about their absence, or where a Consumer leaves their home whilst, for example, home maintenance services are provided).

Reportable Incidents must be reported to the Commission. They are classified as “Priority 1” or “Priority 2” Reportable Incidents. If either of these incidents occurs during your support session, you must notify Homage’s Customer Support Team as soon as possible, so that they can notify the Approved Provider for the Consumer. 

This is due to the fact that if an Approved Provider becomes aware of a Reportable Incident and has reasonable grounds to believe that the incident is a Priority 1 Reportable Incident, it must notify the Commission within 24 hours of becoming aware of the Reportable Incident. Where required, these incidents must also be reported to the Police.

A “Priority 1” Reportable Incident is an incident:

• That is an unexpected death of a Consumer;
• That caused (or reasonably have been expected to cause) a Consumer physical or psychological injury or discomfort that requires medical or psychological treatment to resolve;
• Where there are reasonable grounds to report the incident to Police;
• Involving unlawful sexual contact or inappropriate sexual conduct inflicted on a Consumer; or
• Where a Consumer goes missing in the course of the provision of home services.

A “Priority 2 Reportable incident ” does not meet the criteria for a Priority 1 Reportable Incident, but is listed above as one of the Eight Types of Reportable Incidents. These incidents must be reported to the Commission by the Approved Provider for the Consumer within 30 days of it becoming aware of the incident.

For further information in relation to SIRS in Home Service, including examples of Reportable Incidents, please refer to the following website: https://www.agedcarequality.gov.au/sirs/sirs-home-services.

If you have a Serious Incident Response Scheme (SIRS) enquiry, you can:

• Call the Commission on 1800 081 549 between 9:00 am and 5:00 pm (AEST) Monday to Friday, or between 8:30 am and 5:00 pm (AEST) Saturday and Sunday
• Email the Commission at [email protected].

You should notify the police of Priority 1 incidents, where there are reasonable grounds to do so. This should be done within 24 hours of becoming aware of the incident. 

This includes scenarios where you are aware of facts or circumstances that lead to a belief that an incident is unlawful or considered to be of a criminal nature (for example sexual assault). 

Reporting to Police in relation to criminal conduct should occur regardless of whether the incident is alleged or suspected to have occurred. 

If you are in any doubt about whether an incident is of a criminal nature, make a report to the Police

If you have any questions at all about the above reporting requirements, then please talk to us. The Homage Trust & Safety team can assist you with making reports to commissions, addressing incidents and resolving complaints.

Email: [email protected]

Phone: 1300 705 029