How to report an incident

When providing any service to a client, there’s always a possibility that an incident may occur. As a worker on the mobility platform, it is your responsibility to know how to act and report an incident if one was to happen.


In  the case of an emergency, always call 000 and advise us immediately after on 1300 438 227.

What is an incident or near miss?

A workplace incident report is necessary, from breaking a bowl at a client’s house to injuries sustained while working.
Examples of an incident or near miss:

      ·        Abscond

      ·        Accident

      ·        Assault

      ·        Behaviour

      ·        Choking

      ·        Death

      ·        Fall

      ·        Infection

      ·        Medical event

      ·        Medication, e.g. missed, wrong time or person, not signed

      ·        Neglect

      ·        Restrictive practice

      ·        Pressure Injury

      ·        Self-harm

      ·        Skin tear

      ·        Theft 

It is important to note that the incident or near miss doesn’t have to of occurred while providing services, it might have happened a few days prior. However, we still want you to report it.


Follow these steps when reporting an incident via the mobility app to inform us of the client and your welfare and safety during or after services.

Step 1:

An incident can be reported either during a service or at the end on the ‘Clock out’ screen.

This option is also available to you if you open a completed service. 

Report an incident screens

Step 2:

Once you have tapped ‘Report Incident,’ you will be required to fill in the following information:

Incident Category                                                                             

– Client Incident

– Worker Incident

– Complaint

Probability of future occurrence

– Frequent – occurs most days/weeks

– Probable – occurs monthly

– Occasional – occurs a few times per year

– Uncommon – every 1-2 years

– Remote/rare – may happen every 2 – 5+ years


– Insignificant – no harm or potential harm

– Minor – no first aid required

– Moderate – unplanned medical attention is required

– Major – emergency services required

– Catastrophic – death

Details of the incident

The details reported are crucial as we rely on you to be clear and write what occurred. 

The more information, the better. Who, what, when, where, how, why (if known). 

Step 3:

Once all details of the incident are provided, tap ‘Report Incident’.

A summary of the incident details is created, and mobility is immediately notified.

Please be aware that a mobility employee or our on call clinical nursing service (if of a clinical nature) will contact you to discuss the report incident in person over the phone. 

Reported incident screen

For any questions refer to our Help Centre or FAQ’s.
Our Customer Service team is available everyday on 1300 438 227 from 6am – 10pm AEST for additional support.