Incidents & Complaints Policy
Last updated: March 2026 | Version 1.0
1. Purpose
SupportPath is committed to creating a safe and supportive community for all users. This policy explains how you can report incidents or make complaints, and how we will handle them fairly, transparently and promptly.
This policy applies to all users of SupportPath, including providers, support workers, families, participants, coordinators and visitors.
2. Definitions
Incident: Any event, act or omission that causes or could cause harm to a person during or in connection with a service found through SupportPath. This includes safety concerns, property damage, injuries and potential policy breaches.
Complaint: An expression of dissatisfaction about SupportPath, a provider, a support worker or a family member where a response or resolution is expected.
Dispute: An unresolved complaint that has been escalated internally or to an external body.
3. How to Report
You can report an incident or make a complaint through the following channels:
- Online: Use the concern report form in your SupportPath dashboard (if available);
- Email: hello@supportpath.com.au;
- Contact form: supportpath.com.au/contact.
In an emergency, always call 000 first.
4. What Happens Next
Acknowledgement
We will acknowledge your report within 2 business days. For serious safety concerns, we aim to respond within 4 business hours during business days.
Assessment
We assess each report based on severity, safety implications and urgency. We may contact you for additional information.
Investigation
Depending on the nature of the report, we may investigate further, contact the other party, or refer the matter to the appropriate authority.
Resolution
We will inform you of the outcome and any actions taken. Possible outcomes include warnings, profile suspension, removal from SupportPath, or referral to police or regulators.
5. Severity Levels
| Level | Description | Response Time |
|---|---|---|
| Critical | Death, serious injury, sexual assault, imminent danger | 4 business hours |
| High | Abuse, neglect, significant safety concern, financial exploitation | 8 business hours |
| Medium | Service quality issue, repeated cancellations, unprofessional conduct | 2 business days |
| Low | Minor complaint, communication issue, general feedback | 5 business days |
6. Mandatory Reporting
SupportPath may report to relevant authorities where required by law or where we become aware of serious concerns, including:
- Suspected criminal activity — reported to police;
- Suspected child abuse — reported to the relevant state child protection authority;
- Serious safety concerns involving NDIS participants — reported to the NDIS Quality and Safeguards Commission where appropriate;
7. Safety Actions
To protect users, SupportPath may take the following actions in response to an incident or complaint:
- Warning: A formal notice about the conduct;
- Profile suspension: Temporary removal from search results and messaging;
- Account termination: Permanent removal from SupportPath;
- Referral: Reporting to police, NDIS Commission or other regulatory body.
In cases involving immediate risk to safety, we may suspend an account before completing our investigation.
8. Appeals
If you are directly affected by a decision made under this policy, you may request a review by emailing hello@supportpath.com.au within 30 days of the decision. Include your case reference number and reasons for appeal.
If you are not satisfied with SupportPath's resolution, you may contact:
- NDIS Quality and Safeguards Commission: 1800 035 544 — ndiscommission.gov.au
- Your state or territory Health and Community Services Complaints Commissioner.
9. Privacy
All reports are handled confidentially. Personal information will only be disclosed where necessary to investigate the matter, ensure safety, or comply with legal obligations. See our Privacy Policy for more information.