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This is an easy-to-read version of our Incident response policy.

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Hireup wrote this policy. When you see the words ‘we’ or ‘us’, it means Hireup.

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We have written some words in bold. We explain what these words mean on our word list.

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You can ask for help to read this policy.

A friend, family member or support person may be able to help you.

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A policy is a plan for how we should do things. Policies are where rules come from.

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This policy explains what we must do if there is an incident.

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An incident is when:

  • something bad happens
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  • someone gets badly hurt.
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Why do we need this policy?

The safety of our users is very important.

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We work hard to:

  • make sure our users are safe
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• prevent incidents.

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If you prevent something, you stop it from happening.

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We need good ways to deal with any incidents that happen.

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We must make sure we can deal with any incidents in a way that:

  • is quick
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  • treats everyone fairly and equally.
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We must keep good records about:

  • incidents that happen
  • what we do about those incidents.
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We must communicate well with anyone who was affected by the incident.

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We must make sure we communicate with those people in a way that is right for them.

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If an incident happens, you must report it within 24 hours.

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You can report an incident by:

  • calling us between 9am and 5pm, Monday to Friday (02) 9113 5933
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  • filling out our online incident report form app.hireup.com.au/#/report
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If you call us to make a report, we might ask you to write down the important information too.

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What happens after you report an incident?

If we get a report about an incident, we will deal with it in a way that:

  • is quick
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  • treats everyone fairly and equally.
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We have an incident response team who deal with any incident reports we get.

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We will give the report to someone from our incident response team to work on.

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They will:

  • look into all the details of the incident
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  • decide how bad the incident was
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  • keep good records about the incident.
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Next, they will write a:

  • plan for how much time they will need to deal with the incident
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  • list of the people affected by the incident
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  • list of the evidence they need.
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Evidence is proof that something:

  • happened
  • is true.
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They will also:

  • plan how they will communicate about the incident.
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  • work out what support we can give to people who have been affected by the incident
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  • try to find a resolution.
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A resolution is what we decide we must do to make things right again after an incident.

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There are laws that say we must report some types of incidents to other authorities.

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Authorities are parts of the government that make sure we follow the law in the right way.

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How do we fix things after an incident?

We want to find a resolution that is right for all the people affected by the incident.

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We will make sure the resolution:

  • is fair
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  • suits the size of the incident or how bad it was
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The resolution might be:

  • talking about the incident with the people affected and trying to make things right again
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  • putting limits on someone’s Hireup user account
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  • closing someone’s Hireup user account
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  • connecting people affected by the incident with organisations outside Hireup that can support them.
Document cover for our "Suspending or terminating your services document"

You can find out more in our Easy Read document, Suspending or terminating your services.

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If we need to, we will do more to make sure everyone feels:

  • good about the resolution
  • supported.
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We might connect users with new:

  • workers
  • users who need support
  • service providers.
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We might check how everyone is going from time to time

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We might need to look at how well things work, including our:

  • policy
  • systems.
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Authorities

Authorities are parts of the government that make sure we follow the law in the right way.

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Evidence

Evidence is proof that something:

  • happened
  • is true.
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Incident

An incident is when:

  • something bad happens
  • someone gets badly hurt.
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Policy

A policy is a plan for how we should do things.

Policies are where rules come from

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Prevent

If you prevent something, you stop it from happening.

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Resolution

A resolution is what we decide we must do to make things right again after an incident.