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.
CIMS policy updates
2026 CIMS policy update
Limited updates are being made to the Client Incident Management System (CIMS) policy.
The new CIMS policy will commence on 15 October 2026.
The list of 2026 changes to the CIMS policy can be found in the summary of changes document.
CIMS policy history
December 2024
The current Client Incident Management System: policy and guidance (Word) replaced the Client incident management guide from 9 December 2024.
The summary of the December 2024 changes are in: CIMS: notable changes to CIMS policy requirements (Word).
There is also CIMS answers to frequently asked questions (Word).
The department engaged the Cube Group to review the CIMS investigation and review framework. Seven core recommendations were adopted in the CIMS policy implemented in December 2024. You can view the final report:
- CIMS Investigations and Review Framework - Final Report (PDF)
- CIMS Investigations and Review Framework - Final Report - Accessible (Word).
Previous CIMS policy updates
- From 17 June to 9 December 2024: the Client incident management guide (CIMS) (2024) was the main policy document. Key changes from the previous policy are noted in Policy update 2-2024 (Word).
- From 3 February 2020 to 17 June 2024: the Client incident management guide (2020) was the main policy document. Key changes from the original policy are noted in Policy update 1-2020 (Word).
- On 15 January 2018, CIMS was introduced 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 1 October 2018, CIMS applied to department staff of CIMS in-scope services.