The 24-Hour Rule: What Every NDIS Worker Needs to Know

What Is the 24-Hour Rule?

Under the NDIS Act, registered providers must notify the NDIS Quality and Safeguards Commission within 24 hours of becoming aware of a Reportable Incident. This is not a guideline — it is a legal obligation under Section 73Z of the National Disability Insurance Scheme Act 2013.

:::warning Failure to report within 24 hours can result in compliance action, including conditions on registration, suspension, or revocation of provider registration. :::

What Qualifies as a Reportable Incident?

The NDIS Commission defines five categories of Reportable Incidents:

  • Death of a participant
  • Serious injury requiring medical treatment
  • Abuse or neglect (including alleged)
  • Unlawful sexual or physical contact
  • Unauthorised use of restrictive practices

Section 73Z Explained Simply

Section 73Z requires that when a key personnel member of a registered provider becomes aware of a reportable incident, they must notify the Commissioner. The notification must include the nature of the incident, when it occurred, who was involved, and what immediate actions were taken.

Step-by-Step: What to Do in the First 24 Hours

Hour 0-1: Immediate Response

  1. Ensure the participant is safe and receiving appropriate care
  2. Call emergency services if required (000)
  3. Administer first aid if trained and necessary

Hour 1-4: Document and Notify

  1. Complete an internal incident report with all known facts
  2. Notify your supervisor or manager immediately
  3. Begin gathering witness statements

Hour 4-12: Formal Notification

  1. Lodge the incident via the NDIS Commission's online portal (My Reportable Incidents)
  2. Include all required information: who, what, when, where, immediate response

Hour 12-24: Follow-Up

  1. Notify the participant's support coordinator
  2. Contact family or nominee as appropriate
  3. Review and update the incident report with any new information

:::tip Use NDISNotes' incident report feature to capture all required fields in real-time. The system automatically flags reportable incidents and reminds you of the 24-hour window. :::

Real-World Example

A support worker notices bruising on a participant's arm during a morning shift. The participant says they "fell at home." The worker must:

  1. Document the observation factually (size, colour, location of bruising)
  2. Record the participant's statement verbatim
  3. Report to their supervisor within the hour
  4. The provider must notify the Commission within 24 hours, as this could constitute suspected abuse or neglect

Even if the explanation seems reasonable, the obligation to report remains.

https://www.ndisnotes.com.au/blog/ndis-incident-report-24-hour-rule