Incidents

Incident management software: Reported at once. Every date in view.

An incident report is the record of what happened, who was affected and what was done about it. In Corella the report is the register entry — there's nothing to copy across — anyone on staff files it, a support worker straight from their shift screen, and everyone who manages incidents is told the moment it's filed. When an incident is reportable, the dates that go with it sit on the incident until your team records each step. Your team makes each notification, and Corella records when it was made.

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The incident register in Corella, from the NDIS demo: counts of open, under-review, resolved and closed incidents and one reportable incident with an action due; filters for status, severity, type, client, reportable and dates; and two incidents listed with when they occurred, the client, type, severity, who reported them, an NDIS tag reading 24h notification due, their status and open actions

The report is the registerNothing to copy across

Every step on recordYou notify — Corella records when

The rule you work under

Reportable incidents run on the Commission's clock

Registered NDIS providers must notify the NDIS Commission of reportable incidents — within 24 hours of becoming aware for the most serious categories, and within five business days for others. Your team makes the notification to the Commission; Corella flags the 24-hour notification until your team records it, counts down to the detailed report, and records when your team says each step was done; whether an incident is reportable, and in which category, stays your decision.

Reportable incidents — NDIS Quality and Safeguards Commission

How it flows

One incident, from the report to closed.

1Report it
When it happened, whether it's a hazard, an incident or a near miss, the kind, a severity from four plain definitions, what happened and what was done straight away — and the full detail when there's time.
2Told at once
Everyone who manages incidents hears the moment it's filed — in the app, and by urgent email where email is on — and your escalation ladder chases anyone else you've named.
3Reportable?
A person decides. They pick the track — the NDIS Commission or SIRS — and a category, and the incident shows the dates that go with it until each step is recorded.
4Follow it up
Actions with an owner and a due date, and — where it matters — a second person who has to agree the work was done.
5Resolve and close
From open to under review, resolved and closed — with a named sign-off before it closes, where your practice requires one — and each incident prints as a branded PDF, filed to the person's documents.

What people ask first

The short answers, up front.

Who can report?
Anyone on staff — and, where you've opened the allied-health portal, a provider can report one about someone on their list, under their name. The report is short: the kind, a severity and what happened — with the full detail behind one button.
Can a worker report from their phone?
Yes — Report an incident is on their own shift screen, and the form opens with that visit attached.
Who hears about it?
Everyone who manages incidents, the moment it's filed, in the app and by urgent email where email is on.
How does the Commission's notification work?
Your team notifies the Commission; Corella shows the dates and records when your team says each step was done.
Aged care?
Yes — SIRS is a track of its own, with its Priority 1 and Priority 2 categories and the dates Corella shows for each.
Can we use our own categories?
Yes, or the NDIS preset of twelve, plus your own questions at the end of every report, beside four severities with plain definitions.
Where do the due dates show?
On the incident and in the register, and the escalation ladder chases any incident nobody has acted on.
Can we export the register?
Yes — a CSV with every column of the record, whatever your screen shows, and a PDF of each incident.
Who sees the register?
Your office. A support worker files a report from their shift screen, and incidents stay with your team — the family portal shows funding, invoices and visits.

Whose screen

The same job, from each seat.

In the office

The incident register is the office's: counts by status, a tile for reportable incidents with a step due, filters by status, severity, type, person, reportable and dates, and one row per incident with its open actions. Open one and it carries what happened, the reportable track and its dates, the escalation that has fired, and the follow-up actions. An administrator sets the register's words, questions and columns, and the escalation ladders, under Settings → Incident reporting.

On the phone

The report form works on a phone — hazard, incident or near miss, a severity, what happened and what was done. A support worker opens it from their own shift screen with Report an incident — the visit attached and, on a visit to one person, that person already chosen — and everyone who manages incidents is told at once. The register and each incident's PDF stay with the office.

For families

The portal shows the person's funding, the invoices to approve where you manage their plan, and their upcoming visits; incidents, notes and documents stay with your team.

A worked example

One reportable incident on a Saturday night — and the dates it carries.

A resident falls in the bathroom on a Saturday evening and is taken to hospital; the coordinator on call marks the incident NDIS reportable. Here is what Corella shows — and what it leaves to your people. Demo timings, not advice.

Occurred (demo): Saturday, 7:30 pm
Severity, picked from four definitions: Major — medical treatment or significant impact
Track and category, chosen by a person: NDIS Commission · serious injury
24-hour notification: A flag until someone presses Record
Five-business-day report: Due the next Friday, 7:30 pm
If that Monday is a public holiday: Still Friday — only weekends are skipped
The demo's escalation ladder (Major and up): Team leader at once · service manager at 30 min · director at 2 h
Notified to the Commission: By your team — Corella records when

Demo timings. The report date counts five business days from when the incident happened — which is never later than when you became aware — skipping weekends only, so the date on screen errs early, never late. Each later step on the ladder fires only while nobody in the office has acted on the incident; any office action stops the chase. Whether it's reportable, on which track and in which category is your call.

In detail

The detail, on the real screens.

Anyone on staff can report — and who's told at once

The report asks what matters first: when it happened; whether it's a hazard, an incident or a near miss, each with a one-line definition, because a near miss is so often filed as an incident; where; what kind; and a severity picked from four plain definitions — Minor, Moderate, Major and Critical. Then what happened and what was done straight away. A support worker opens it from their own shift screen with Report an incident — the visit attached and, on a visit to one person, that person already chosen. Everyone who manages incidents is told the moment it's filed, in the app and — where email is on — by urgent email. Add the full detail opens the rest: when it was reported and by whom — staff, a volunteer, a visitor, the participant, family, a contractor or a member of the public — who it was reported to, what led up to it, who was involved and the impact on them, the controls already in place, injuries and witnesses, whether a restrictive intervention was applied and, if it was, its type, what was tried first and the outcome, and whether family was told and an investigation is needed.

Part of Corella's incident report form, from the NDIS demo: Is this a hazard, an incident, or a near miss?, each with its definition; location; incident type; and severity — Minor, no injury or harm; Moderate, first aid or short-term impact; Major, medical treatment or significant impact; Critical, serious injury, hospitalisation or death — Report an incident — the kind and the four severities (NDIS demo)

Reportable: the Commission's track, or SIRS

When an incident is reportable, a person picks the track — the NDIS Commission, the aged-care Serious Incident Response Scheme (SIRS), or internal only — and a category that belongs to it. Where the category carries the 24-hour rule, the incident shows a flag, required within 24 hours of becoming aware, until someone presses Record. The detailed report gets a countdown: on the NDIS track, five business days from when the incident happened; on SIRS, five business days for Priority 1 and thirty days for Priority 2. Record and Submit stamp the time your team says it acted, with the Commission's reference if you add it, and the register marks every incident that still has a step due. Before each date, everyone who manages incidents is reminded — in the app, and by urgent email where your email is on: 12 hours before the 24-hour notification falls due and a day before the detailed report — and the incident shows when each reminder went.

The NDIS Commission / SIRS card on an incident in Corella, from the NDIS demo: track NDIS Commission, category serious injury; the 24-hour immediate notification, required within 24 hours of becoming aware, with a Record button; the 5-business-day report with its due date, a Due in 3d pill and a Submit button; then Change track / category, Mark internal-only and the warning Immediate notification outstanding — A reportable incident — the flag, the countdown and the buttons that record each step (NDIS demo)

Follow-up actions, with an owner and a second pair of eyes

An incident's follow-up actions each carry an owner — someone who can open incidents — and a due date shown on the incident, and the register counts the actions still open. Where it matters, an action can require a second person: whoever did the work marks it done, and someone else — neither the owner nor the person who did it — agrees it happened before it closes. And where your practice requires it, closing the incident waits for a named sign-off: the Close-out card records who signed off and when. An action's owner is reminded from 8 am the day before it's due, and its due date turns red once that day has ended; closing an incident while actions are still open asks why, in a sentence kept on the Close-out card.

The follow-up actions on an incident in Corella, from the NDIS demo: two open — arrange plasterboard repair, and add a phone-call debrief strategy to the behaviour support plan review agenda — each with its owner, due date and a Mark done button, and Add action — An incident's follow-up actions, each with an owner and a due date (NDIS demo)

Your words for your register

Incident reports and the register are one thing — filling in the report is the register entry. An administrator can give the register your own category list, one per line, or start from the NDIS preset of twelve: chemical, mechanical, physical and environmental restraint, seclusion, near miss, hazard, incident, allegation, minor injury, serious injury and death. With no list of your own, reports use Corella's built-in types. The Reported to list holds positions rather than people — the ones a report says it went to — and staff can still be picked by name.

Your register and its wording, in Corella's settings, from the NDIS demo: the note that incident reports and the register are one thing; an empty category list showing example wording, with Use the NDIS preset and the note that with no list reports use Corella's built-in types; and a Reported to list of positions — Team Leader, Development Manager, Managing Director — with Use the preset — Settings → Incident reporting — your categories and Reported to list (NDIS demo)

Your own questions — and the version each report was asked

Add your own questions to the end of every report, under your own headings, using the same question types as Forms — each optional or required. Saving makes a new version, and a report keeps the questions it was actually answered under, so every old report stays exactly as it was answered; the earlier versions are listed with the date each was made.

Extra questions on every incident report, in Corella's settings, from the NDIS demo: saving creates a new version and reports already written keep the questions they were asked; you are looking at version 1, five questions; its first section, What happened, asks What did you do straight away? as required long text, Who else was present? as short text, and Was anybody injured? as a required choice of No, Yes — first aid, Yes — medical attention — Settings → Incident reporting — your own questions, versioned (NDIS demo)

A register you can hand an auditor

Choose which of the register's twenty-two columns show on screen — the nine it always had, or a compliance register's fourteen in one click. The CSV export always carries all twenty-one columns of the record, whatever the screen shows, because an incident register is a record you have to keep. Each incident also prints as a branded PDF, filed to the person's documents and hidden from support workers.

Register columns, in Corella's settings, from the NDIS demo: Match a compliance register and Back to default, then twenty-two ticked or unticked columns from # and Occurred to Signed and Open actions, and the note that the CSV export always contains every column, whatever is ticked, because an incident register is a record you have to keep — Settings → Incident reporting — the register's columns (NDIS demo)

The escalation ladder: who hears, and who gets chased

Decide who hears about an incident, and who gets chased when nobody responds. A ladder fires for the kinds of incident you tick — or all of them — at or above a minimum severity. Each of its steps, up to ten, names a role and the people to notify, and when: at once, or after so many hours of silence. A step sends an in-app notice and an urgent email. Any office action on the incident — opening it and pressing Acknowledge, changing its status or editing it — stops the chase.

An escalation ladder in Corella's settings, from the NDIS demo: Serious incident — after hours, active; the kinds of incident it fires for, with nothing ticked meaning every incident; a minimum severity of Major and up; and its steps — Team leader immediately, Service manager after half an hour — each with the people to notify — Settings → Incident reporting — an escalation ladder (NDIS demo)

Straight answers

Safety built in: what warns you, and what it stops.

Warns you

A reportable incident's 24-hour notification — flagged on the incident until someone records it.
The detailed report — a countdown on the incident: five business days on the NDIS track, thirty days for a SIRS Priority 2.
Marking a reportable incident internal-only while its 24-hour notification is outstanding — the warning sits beside the button.
An incident nobody in the office has acted on — the ladder notifies the next person, in the app and by urgent email.

Stops you

An action that needs a second person closing on the word of whoever did the work — someone else has to agree it happened.
An action owned by someone who can't open incidents.
An old report changing when you change your questions — it keeps the version it was answered under.
A support worker opening an incident's PDF — it's filed to the person's documents, hidden from workers.
Closing an incident before its named sign-off — where your practice requires one.

Who stays responsible

Your people decide whether an incident is reportable, on which track and in which category — and they make the notification. Corella keeps the report, tells the people who manage incidents, shows the dates, chases silence up the ladder you set, and records who did what and when.

The rulebook

Questions, answered properly.

In the help centre

A team leader listening closely as a young support worker talks through her shift at the kitchen table of a shared house, a notebook and two mugs between them

Can a support worker report an incident from their phone?

Yes. Report an incident is on the worker's own shift screen: the form opens with that visit attached and, on a visit to one person, that person already chosen, and it works on a phone. Everyone who manages incidents is told at once, and the register stays with the office.

Who is told when an incident is reported, and how fast?

Everyone who manages incidents, the moment it's filed — in the app, and by urgent email where email is on. Your escalation ladder then chases anyone else you've named, at the hours you set, until someone in the office acts on the incident.

What's the difference between an incident and a reportable incident?

Every hazard, incident and near miss goes on your register. A reportable incident is one the NDIS rules — or, in aged care, the Serious Incident Response Scheme — require you to notify. A person marks it reportable and picks the track and a category, and Corella shows the dates that go with it.

What timeframes does Corella show for the NDIS track?

For the most serious categories, a flag — required within 24 hours of becoming aware — until someone records the notification, and a countdown to the detailed report, due five business days after the incident happened; other reportable categories get the five-business-day date. The Commission's own guidance, linked below, is the rule.

How do we record the notification to the NDIS Commission?

Your team notifies the Commission, and Corella records when — Record for the 24-hour notification, Submit for the detailed report — with the Commission's reference if you add it.

Does it handle SIRS for aged care?

Yes, as a track of its own, with Priority 1 and Priority 2 categories. Corella shows a 24-hour flag and a five-business-day date for Priority 1, and thirty days for Priority 2.

How are the five business days counted?

From when the incident happened, with only weekends skipped — so over a public holiday the due date falls a day early, never late.

Can we use our own categories and questions?

Yes: your own category list or the NDIS preset of twelve, your own Reported to positions, and your own questions at the end of every report — versioned, so an old report keeps the questions it was asked.

Can we export the register for an audit?

Yes — a CSV with all twenty-one columns of the record, whatever your screen shows, and a branded PDF of each incident, filed to the person's documents and hidden from support workers.

Where do report and action due dates show?

On the incident itself and in the register, and the escalation ladder chases any incident nobody in the office has acted on.

What does closing an incident need?

Where your practice requires it, a named sign-off: closing waits for it, and the Close-out card records who signed off and when. If follow-up actions are still open, the close lists them and asks why the incident can close with them open — a sentence, kept on the Close-out card with how many were open, who said so and when, and printed on the incident's PDF.

Can Corella catch incidents written into notes but never reported?

Where you switch on Care Signals, it reads new progress notes and queues possible concerns for a person in the office, quoting the note's own words — and a concern can be raised as an incident. A person decides whether it's reportable. Care records explains it in full.

Guides for this

Read the rule behind it.

Sources

Each link opens the original, so you can read the rule where it's written.

See incident management software on a live instance.

Try the NDIS demo with a time-boxed pass, or book a walkthrough and we'll show you this part of Corella in your own words.

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