Responding to abuse of adults

If you are not sure about the risk, talk to your manager or supervisor immediately.

Support and engage the adult

Talk sensitively with the person to understand:

• what is happening
• if they feel safe
• whether they are experiencing abuse or neglect (abuse may be physical, emotional, sexual, financial, social, neglect of care or exploitation)
• what the person would like to do about the abuse or neglect.

Inform your manager and keep records

• Inform your manager / supervisor of the concern.
• Document the concern and your actions clearly and quickly according to your organisation’s:
  • safeguarding policy
  • incident management procedures
  • record-keeping requirements.

Report serious incidents

For people who use National Disability Insurance Scheme (NDIS) or aged care services, there are obligations for reporting serious incidents.

If the abuse or mistreatment relates to a service provider, lodge a report -

• to the NDIS Quality and Safeguards Commission, if the person is a NDIS participant
• to the Aged Care Quality and Safety Commission, if person is in aged care.

Work with adult to plan next steps

1. Ask what the person wants to do
   • respect their wishes and independence.
2. Support decision-making if needed
   • involve a substitute decision-maker or trusted person (as long as they are not suspected of abuse).
3. Discuss options and supports
   • talk about referral options and available services
   • seek consent before making referrals
   • provide information about services (if safe to do so).
4. Make referrals if appropriate
   • NDIS or aged care supports
   • local community services
   • health or mental health services
   • government services
   • advocacy or legal support
   • counselling or therapeutic services.
5. If the person declines help
   • respect their choice
   • keep communication open and offer information for future support.

Other important actions:

• Follow your organisation’s safeguarding or incident management procedures.
• Complete a Domestic Violence Risk Assessment (DVRA) if there are family violence concerns.
• Share information only in line with Information Sharing Guidelines.
• Contact the Adult Safeguarding Unit for:
  • consultation and advice
  • referral pathways
  • capacity-building support
  • consideration of any safeguarding gaps.

Printable version of this guide

Guide for service providers - understanding and responding to abuse of adults (PDF 148.7 KB)