For emergencies while working with a client, call 000 immediately.


Your safety, and the safety of participants is our number one priority. If you witness or suspect any incidents, neglect or abuse while you are working with a client, the mobility Code of Conduct requires you to report it straight away.

Reporting Workplace incidents

Incident reporting happens when you clock out at the end of each shift. There is an option to mark YES or NO to “Workplace Incident”. If an incident has occurred, you’ll fill out:

  • The date it occurred
  • Time the incident happened
  • Location
  • Details about the incident
  • Whether you were injured, and a description of injuries incurred

Depending on whether you are an independent contractor or employee, either mobility or your employer will contact you to discuss the incident and determine if further action is required.

 Reporting abuse and neglect

At the end of each shift, you have the option to report abuse and neglect. A screen will appear that says “Report Abuse and Neglect”. If you select YES then follow the green “Click here” link, you will be taken to to a detailed list of options to report concerns to the relevant bodies and authorities for each state. Mobility has a Zero Tolerance policy toward negligence, abuse, misconduct and exploitation. Incident reporting has been engineered into the app. For reporting abuse and neglect, mobility recognises that there are experts in this field who are best positioned to handle reports of neglect, abuse and maltreatment. Therefore, mobility recommends that you contact the relevant department in your state directly.

How to report an incident – know the difference

Witnessing, or suspecting abuse or neglect

If you suspect or witness any signs of abuse or neglect, it’s a legal requirement that you report it immediately to the relevant state authority . Your concerns could point to a criminal offense pertaining to physical, sexual, emotional or mental neglect or abuse. Signs might include:

  • Starvation, lack of food or dehydration
  • Physical bruising or injuries
  • Poor hygiene
  • Strange or fearful behaviour whilst a particular person is present
  • An inability or struggle to talk openly, along with avoidance of eye contact

The national authority to report an incident to is the NDIS Commission. Another useful go-to resource is the Disability Advocacy Finder

The state authorities to report to are:

  • NSW – Department of Family and Community Service – 132 111.
  • Queensland – Department of Communities Child Safety and Disability Services – 1800 811 810.
  • South Australia – Department of Education and Child Development – 131 478.
  • Victoria – Department of Human Services – 131 278 – for urgent concerns.
  • Western Australia – Department of Child Protection and Family Support – 1800 622 258, or 1800 199 008 after hours.


For suspected or observed elder abuse

Report the suspected abuse to mobility immediately, as per our Code of Conduct. There are hotlines in each state that can be called to report elder abuse across Australia. These are:

  • NSW – NSW Elder Abuse Helpline – 1800 628 221.
  • Queensland – Elder Abuse Prevention Unit – 1300 651 192.
  • South Australia – Aged Rights Advocacy Service – 08 8232 5377 – for Adelaide. Alliance for the Prevention of Elder Abuse – 1800 700 600 – for rural areas.
  • Victoria – Seniors Rights Victoria – 1300 368 821.
  • Western Australia – Advocare Inc. – 1300 724 679 – for Perth, and 1800 655 566 for rural areas.

For incidents that happen during a shift

For everything from breaking a bowl at a client’s house, to injuries sustained while working, a workplace incident report is necessary. You can access the workplace incident screen from the main menu of the mobility app.

Fill out the details and hit “send” to report the incident formally to mobility. It will only be visible to the mobility team, not to your client, support worker or their intermediaries, unless you choose to share the reporting form with them.

What happens after I report it?

This will include you receiving a call from mobility to get a full, more detailed report.


Mobility’s Internal Dispute Resolution Policy

To view mobility’s Internal Dispute Resolution Policy, please click here.