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
CIMS Review
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)
Links to guides and learning resources are below to learn how to determine if the incident is in scope and report the incident.
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
The Client incident management guide (CIMS) (word) (CIMS guide) describes each of the actions and responsibilities of service providers and the department during the management of client incidents. Service providers include department-funded organisations and department-delivered services.
The Client incident management guide - out-of-home care addendum (CIMS) (word) should be read in conjunction with the CIMS guide and the Policy update 1 2020 and provides specific guidance for allegations of abuse by carers (home based care – foster care and kinship care, residential care and lead tenant) of children living in out-of-home care (OOHC).
A summary guide of the CIMS is also available: client incident management summary guide (word).
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 elearning for first-time users or if you have little experience is on this page
Immediate response to incidents
After an incident has occurred, service providers must:
- ensure the immediate safety, health and wellbeing of the client and other involved parties,
- obtain medical attention,
- notify Victoria Police and other emergency services as appropriate,
- preserve evidence,
- access specialist victim and support services as required, and
- contact the nominated key support person.
Detailed information about the immediate and longer term response requirements can be found in Chapter 2 of the Client incident management guide (word).
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
The CIMS applies to the following services, delivered by the department and our funded organisations. These include:
- Children, youth and family services
- Department delivered or funded disability services
- Some health funded organisations
- Housing and community building services
- Youth services
For a detailed listing of all in-scope and out of scope services, see Appendix C of the Client incident management guide (word).
CIMS Review
The CIMS Review team has heard from stakeholders that while the CIMS is an improvement on the previous incident reporting system, some areas need refinement.
The review of CIMS has carefully considered the role of CIMS in the safeguarding environment, addressed the barriers to CIMS operating as an effective safeguarding mechanism and streamlined processes to make the best use of department and sector resources.
Implementation of CIMS Review outcomes
Outcomes from the CIMS Review were implemented in two phases. Phase 1 requirements were implemented on 17 June 2024.
The CIMS review has been finalised. Phase 2 requirements start on 9 December 2024.
The new CIMS policy and guidance document replaces the CIMS guide from 9 December 2024.
Read the Client Incident Management System: policy and guidance (Word)
The key changes to CIMS policy include:
- new CIMS policy definitions
- clarified roles and responsibilities
- streamlined investigation requirements
- embedded Aboriginal cultural safety
- strengthened analysis and learning from incidents.
For a summary of the changes, read the CIMS: notable changes to CIMS policy requirements (Word)
The CIMS Quick Reference Guide (A5 purple flip booklet) allows service providers to quickly identify CIMS reporting requirements. It has been updated to reflect the new policy, and is available for viewing and printing: Quick Reference Guide (PDF).
Read Information on the implementation of the CIMS Review outcomes scheduled for 9 December 2024 (Word)
Online learning sessions are being offered during November 2024. Information and registration details can be found in the Information sheet on the November Learning Sessions (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 webpage.
An accessible version of the report is under production and will be published as soon as possible. If you have any questions, please email the CIMS Review team CIMS.Review@dffh.vic.gov.au.
If you would like to receive monthly updates, please subscribe to the CIMS Review Newsletter.
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, NDIS organisations whose supports and services are funded by the NDIS are no longer required to report incidents in CIMS but must now report incidents to the NDIS Quality and Safeguards Commission. Please note however, NDIS organisations in receipt of funding from the Department of Families, Fairness and Housing and the NDIS, are subject to both state-based – CIMS and NDIS – reporting obligations.
2020: policy update
The Policy update 1-2020 was applicable from 3 February 2020. This update adjusted requirements and terminology in relation to:
- the steps and timeframes for the submission of major and non-major impact incident reports
- the determination of follow-up actions after a major impact incident
- submission of case review reports to the department
- the use of the term ‘alleged perpetrator’.
For more information, please see the Frequently asked questions - policy update 1-2020 (word).
2024, June: policy update
Changes in Policy update 2-2024
Client incidents that occur during service delivery and result in harm to a client, or are reasonably likely to seriously harm a client, are required to be reported to the Department of Families, Fairness and Housing (the department) by all in-scope services in the Client Incident Management System (CIMS).
The Policy update 2-2024 (Word) is applicable from 17 June 2024. This update adjusted requirements and terminology in relation to:
- New ‘Serious risk’ incident type
- New gender reporting options
- New ‘Family violence and sexual assault services’ program type
- Updated services in scope