Information sheet
The Department of Health and Human Services (department) is committed to making sure that people with a disability are supported to live safe, happy and fulfilling lives free from abuse.
It is important that when there is a critical incident we learn from it and stop it from happening again. Thedepartment has a mandatory review process for all allegations of the assault of a person with a disability by a staff member in department managed and funded disability services. Allegations of unexplained injuries of a person with a disability can also be reviewed. This review process is called the Quality of Support Review.
This document provides information for people with a disability and their key support person about the Quality of Support Review process.
What is a Quality of Support Review?
A Quality of Support Reviewis a review of the actions taken by a disability service provider in response to an allegation of:
- an assault of a person with a disability by a staff member
- unexplained injuries of a person with a disability.
A Quality of Support Review is not an investigation.
What happens in a Quality of Support Review?
When the department receives a Client Incident Report for an allegation of an assault of a person with a disability by a staff member or unexplained injuries of a person with a disability, the department asks the disability service provider to provide information about their actions including:
- Support given to person with a disability immediately following the incident.
- Actions taken to protect the rights, safety, health and wellbeing of the person with a disability.
- Timeliness in informing the key support person, family or advocate of the incident (where relevant).
- Reporting the incident to police and how the person with a disability was supported to talk with police.
The disability service provider, together with the department, identifies any areas for improvement and documents them in an Improvement Action Plan.
How long does a Quality of Support review take?
A Quality of Support Review must be completed within 60 working days of the department registering the Client Incident Report.
What you need to do
It is important that people with a disability or their key support persons let their disability service providers know how they feel and what they want to see happen after an incident.
What your disability service provider must do
Disability service providers must make sure that the person with a disability and their key support person are included in discussions about what actions will be taken after an incident. In addition they must also tell them about:
- When a Quality of Support Review has started and completed.
- The actions that will be undertaken to improve their service and when they will complete the actions.
Information and resources
Further information and resources including the Quality of Support Review guideline can be found at
Further support
If a person with a disability is not happy with the actions taken in response to an allegation they can make a complaint to the disability service provider.
If a person with a disability is not happy with the actions taken by a disability service provider they can make a complaint to the Disability Services Commissioner by phoning 1800 677 342 (free call from landlines) or email
To receive this publication in an accessible format phone 9096 0283, using the National Relay Service 13 36 77 if required, or emailAuthorised and published by the Victorian Government, 1 Treasury Place, Melbourne.
© State of Victoria, Department of Health and Human Services.September, 2015.
ISBN 978-0-7311-6795-1 (pdf)
Available at
Quality of Support Review information sheet1