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Facility Services

Incident Reporting Software

One of Australia’s leading facility services organisations offering a huge range of tailor-made solutions within all major market sectors, from food manufacturing, retail, commercial property management, logistics, hospitals, aged care, education, government, and more. With over 100 years of experience, the company has serviced more than 1.2 million customers, and has 36 branches across the country.

The organisation has a large diverse workforce and complex 24×7 operating environment, and were experiencing some occupational risk challenges:

  • A high frequency of workplace health and safety issues
  • Poor compliance with timely and quality reporting of incidents due to:
    • 24×7 operations
    • Multi-site and frequent change in workplaces
    • Largely English as a Second Language (ESL), and limited to no computer literacy

The Solution

Direct Health Solutions (DHS) were engaged in mid-2015 to tailor a purpose-fit online health and safety portal (IncidentTrack) to address the above concerns. The portal offered a simple interface, interactive dashboards, and custom escalations for investigations, corrective actions, and overdue activities. During core business hours support resources utilised IncidentTrack to log all issues, hazards, and near misses. An after-hours solution provided a 24x7x365 hotline staffed by DHS telehealth professionals to enter all incidents.


The solution delivered significant benefits to the organisation. These included:

  • 96% compliance with reporting of incidents within 24 hours of the event
  • Standardised coding of incident classifications
  • Real-time management reporting of incident trends
  • Data-driven decisions to proactively drive safety improvement goals
  • Ability to import data into internal systems for seamless integration
  • Convenient storage facility for documents and photos directly from any device
  • Confidence that occupational health obligations are satisfied