About this resource
How to talk openly with a person and their family after something has gone wrong. It is an editable template with a purpose, commitments, who does what, step-by-step procedures, the records that prove it happens, and the standards it relates to.
Purpose
To be honest with people after something has gone wrong, say sorry, and show what will change.
Who it is for
Primary profession: NDIS providers and support coordinators. Also relevant for disability support workers.
Client or participant group: Registered NDIS providers: directors, quality and compliance staff, house and team leaders.
Practice setting: Registered NDIS providers, including supported independent living homes.
Suggested uses
- Building your policy manual before a certification or verification audit
- Replacing a policy that is out of date
- Worker induction and refresher training
- Yearly policy review with management and participants
Instructions for practitioners
- Replace everything in square brackets and delete what does not apply.
- Check every step against what your workers really do, and change the step or the practice.
- Have your governing body or owner approve and date it, and list it in your Policy and Document Control Register.
- Train workers in it, keep the training record, and give participants an accessible version where it affects them.
Accessibility considerations
Clear headings and numbered steps. The Word version is fully editable so you can add your logo and details.
Scope and limitations
An editable template and practical record. It is not legal advice and does not by itself show that a provider meets the NDIS Practice Standards. Check it against the current Practice Standards, NDIS rules, your registration groups and your state or territory's laws, and adapt it to how your service really works. Check with your insurer about how to apologise, and whether your state's law protects apologies.
Research basis
Open disclosure means talking openly with people about what went wrong, saying sorry, explaining what happened and what will change. It is an established approach in Australian health care that disability providers can adapt. The NDIS incident management rules require registered providers to record, respond to and learn from incidents, keep incident records for 7 years and notify the NDIS Commission of reportable incidents within set timeframes: most within 24 hours of key personnel becoming aware, with a further report within 5 business days.
- Australian Commission on Safety and Quality in Health Care. Open disclosure. https://www.safetyandquality.gov.au/our-work/open-disclosure
- National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 (Cth). https://www.legislation.gov.au/F2018L00633/latest/text
- NDIS Quality and Safeguards Commission. (2024). Incident management systems: Detailed guidance for registered NDIS providers. https://www.ndiscommission.gov.au/sites/default/files/2024-09/detailed-guidance-incident-management-systems-detailed-guidance-regi-20240926.pdf
- NDIS Quality and Safeguards Commission. Reportable incidents. https://www.ndiscommission.gov.au/providers/registered-ndis-providers/reportable-incidents
What is included
A 3-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced. Written for Practitioner Plus from the NDIS Practice Standards and NDIS rules listed in the research basis; no third-party template was used. It is not an NDIS Commission form.
