Serious Incidents in Aged Care

When something serious happens — you still have rights

At Heart 4 Care, we know how important it is that you or someone you care for receives safe, respectful and quality support — whether that’s in-home care, disability support, support coordination or residential aged-care in Queensland.
If a serious incident occurs in your service, the system is set up to respond — and you’re at the centre of that process.

What is the Serious Incident Response Scheme (SIRS)?

The SIRS is a national scheme designed to protect older Australians receiving Commonwealth-subsidised aged care by ensuring that serious incidents are:

  • identified and managed properly
  • recorded so that services learn and improve
  • reported to the Commission when required.
    Under the SIRS, aged-care providers must have an effective incident-management system so they can keep people safe and respond appropriately. 
    The scheme applies to:
  • Residential aged care (since April 2021)
  • Home-care and flexible care in the home or community setting (since December 2022)

What kinds of incidents must be reported?

Here are the eight types of incidents that are reportable under the SIRS

  • Unreasonable use of force (for example, rough handling)
  • Unlawful sexual contact or inappropriate sexual conduct
  • Psychological or emotional abuse (yelling, ignoring, name-calling)
  • Stealing or financial coercion by a staff member
  • Neglect (for example not giving the care someone needs)
  • Inappropriate use of restrictive practices (physical or chemical)
  • Unexplained absence from care / a missing consumer
  • Unexpected death (for example someone dies because they didn’t receive adequate care)

If any of those happen — or are alleged or suspected — a provider must act.

What happens after an incident occurs?

If you or someone you care for is affected by a serious incident, the provider must:

  • Check that you (and others) are okay and talk with you about what happened
  • Record what happened so that lessons can be learnt and care improved
  • Report the incident to the Commission if it’s a “reportable incident” under SIRS

There are two reporting time-frames depending on how serious the incident is:

  • Priority 1 incidents (very serious) must be notified within 24 hours of the provider becoming aware.
  • Priority 2 incidents (still serious, but less immediate risk) must be notified within 30 days.

What this means if you’re using in-home or disability-related support

If you’re receiving in-home care, or support coordination under schemes like the National Disability Insurance Scheme (NDIS), or other disability / aged-care overlapping services:

  • You should be informed about your service provider’s incident-management system and how your safety is monitored.
  • If an incident occurs, you have the right to be kept in the loop, have the matter addressed, and have your voice heard.
  • Whether you’re in residential care or receiving support at home, the same protections around serious incidents apply — the aim is your safety, your wellbeing and your choice.

What you can do now to stay informed and protected

  • Ask your provider: “What is your incident-management system? How do you handle serious incidents?”
  • Ensure you understand who you can talk to if you’re worried about safety or an incident.
  • Keep a record of what has happened (dates, times, who was involved) and ask for clear communication about what will happen next.
  • If you feel unsafe or believe a serious incident has occurred: you or your carer can raise the issue directly with the provider or contact the Commission on 1800 951 822.
  • You can also get independent advice from the Older Persons Advocacy Network (OPAN) on 1800 700 600.

How Heart 4 Care supports you

At Heart 4 Care, whether you’re reviewing aged-care Queensland options, in-home support or disability care, we’re committed to:

  • Ensuring that your safety is a priority and that any incident is managed with care, transparency and respect.
  • Providing clear, friendly information about your rights, the incident-process and how we respond.
  • Supporting you to raise concerns, ask questions and have a say in your care journey.
  • Working with you and your family/carer to make sure your service aligns with your needs, preferences, dignity and culture.

If you’d like to discuss how we manage safety and serious incidents in our services, visit our Our Services page or reach out through Contact Us.

If you or someone you care for needs support, and you want a partner who values your safety, your voice and your dignity — our friendly Heart 4 Care team can help. Contact us today.

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