CIMS is a reporting system that focuses on the safety and wellbeing of our clients by outlining the approach and key actions service providers are required to undertake to manage client incidents.
On this page
Quick links for users of the CIMS IT platform
Primary policy guides for CIMS
Immediate response to incidents
Reporting an incident
In scope services for CIMS
Previous CIMS Policy Updates
Quick links for users of the CIMS IT platform
- Submit an incident report (all users)
- Return to a saved incident report (all users)
- Action and manage submitted incident reports (Registered users - DFFH only)
- Action and manage submitted incident reports (Registered users - External providers only)
Should you have difficulties in submitting or managing a report, you can seek help from one of the email addresses on this page.
Primary policy guides for CIMS
Incidents submitted after 9 December 2024 must follow the policy requirements described in the Client incident management policy and guidance (CIMS) (word). This document describes each of the actions, roles and responsibilities required of service providers to manage client incidents.
Service providers include department-funded organisations and department-delivered services.
Further help:
- CIMS guidance and resources - For additional resources and templates
- CIMS IT systems - Links to register to use the CIMS Client incident register
- CIMS learning and development - Links to manuals and instructional videos.
- A link to an e-learn for first-time users or those with little experience is on this page
Immediate response to incidents
After an incident has occurred, service providers must:
- Ensure the client's immediate safety,
- Arrange medical attention (if needed),
- Establish a basic understanding of what occurred.
- Recognise and acknowledge the impact of the incident on the client.
- Assure the client that the incident will be taken seriously and dealt with in a fair and equitable manner.
For all immediate response minimum requirements refer to Chapter 2.2 of the CIMS policy.
Reporting an incident
Incidents which result in harm to a client who is receiving a service in scope of CIMS, during service delivery, should be reported via the CIMS incident report webform within three days of the incident being disclosed. The web form saves the incident details into the CIMS Client Incident Register.
Any staff member can create an incident report in CIMS for review and endorsement by their organisation’s authorised delegates.
In scope services for CIMS
Services in scope for CIMS are department-delivered or -funded service providers, including:
- child protection services
- community-based child and family services
- disability services
- family violence services
- homelessness services
- out-of-home care services
- secure welfare services
- sexual assault services
Department managed public housing and some health services are also in scope. Refer to Chapter 1.7 of the CIMS policy for more information on in scope services.
Previous CIMS policy updates
CIMS was introduced in 2018 as an end-to-end system for the management of client incidents with a focus on the impact an incident has on a client:
- From 15 January 2018, CIMS applied to department funded organisations and National Disability Insurance Scheme (NDIS) providers
- From 1 October 2018, CIMS applied to department staff of CIMS in-scope services
2019: NDIS funded services reporting changes
From 1 July 2019 only NDIS organisations in receipt of funding from the department and the NDIS, are subject to both state-based (CIMS) and commonwealth (NDIS) reporting obligations.
2020: policy update
Policy update 1-2020 from 3 February 2020 implemented new policy requirements and terminology.
2024, June: policy update
The Policy update 2-2024 (Word) was applicable from 17 June 2024. This update introduced a new ‘Serious risk incident type’, new gender reporting options and the new ‘Family violence and sexual assault services’ program type.
Incidents submitted before 9 December 2024 must complete the investigation or review specified for that incident type in the previous Client incident management guide (CIMS) (word).
2024, December: new CIMS policy
The Client Incident Management System: policy and guidance (Word) replaced the CIMS guide from 9 December 2024.
For a summary of the changes, read the CIMS: notable changes to CIMS policy requirements (word).
Read Information on the implementation of the CIMS Review outcomes scheduled for 9 December 2024 (Word).
The department conducted a series of learning sessions with stakeholders to communicate key policy changes and provide implementation guidance. To review the learning session content, read the CIMS review learning session slides (pptx).
Answers to some of the most frequently asked questions during the implementation learning sessions with stakeholders are provided in CIMS answers to frequently asked questions (word).
The department engaged the Cube Group, to review and outline possible refinements to the Client Incident Management System (CIMS) investigation and review framework. Seven core recommendations Cube delivered were adopted in the new CIMS policy that will be implemented on Monday 9 December 2024.
You can view the Review of CIMS investigations and review framework – Cube Group Final Report June 2024 by visiting CIMS Investigations and Review Framework - Final Report (PDF).
You can view an accessible copy of the Review of CIMS investigations and review framework – Cube Group Final Report June 2024 by visiting CIMS Investigations and Review Framework - Final Report - Accessible (word).