Incident Management Procedure
Updated: August 2025
This procedure outlines how The Laundry Lady manages incidents to ensure the safety and wellbeing of all parties, maintain service quality, and meet regulatory requirements.
Scope
This policy applies to all incidents occurring in connection with laundry service delivery, affecting:
- All customers
- Contractors providing services
- Third parties
- Property and equipment
Key Personnel
- Incident Management: Support Manager, Customer Support Specialist
- Incident Escalation: Operations Manager, CEO
What is an Incident?
An incident is any event during service delivery that causes or could cause:
- Injury to any person
- Verbal, written, or physical threats to any party
- Aggressive, abusive, or intimidating behaviour
- Damage to property or laundry items
- Significant service disruption
- Health and safety concerns
- Privacy or confidentiality breaches
Reportable Incidents
Reportable Incidents are managed using our complaints procedure and may include:
- Service failures or significant delays
- Communication disputes
- Pricing or payment disputes
Immediate Response Protocol
When an incident occurs, safety is the top priority. The following steps should be taken:
- Ensure safety of all parties - this is the top priority
- Remove yourself from threatening situations immediately
- Call 911 if emergency assistance required or threats made
- Provide first aid if qualified and safe to do so
- Secure the area to prevent further incidents
- Document initial details and take photos where appropriate
- Do not engage with aggressive individuals - prioritise safety
- Contact the Support Team for guidance
- Submit an Incident Report support ticket
Reporting Requirements
All incidents must be reported within specified timeframes using our established channels.
Standard Reporting (Within 48 hours):
- Contractors report using our support ticketing system: Category "Report Incident"
- Customers report incidents via email: support@thelaundrylady.com.au
Information Required:
- Date, time, and location of incident
- Customer/participant details
- Description of incident and immediate actions taken
- Any injuries or damage
- Witnesses (names and contacts)
- Photos or evidence
- Whether emergency services or police contacted
Investigation Process
The Support team will conduct investigations following a structured approach with defined timeframes.
Initial Assessment (Within 2 business days):
- Review - incident reported details for completeness
- Triage - determine severity and category
- Assign investigation priority
- Contact affected parties
Full Investigation (Within 7 business days):
- Gather all documentation
- Interview involved parties
- Review procedure compliance
- Identify root causes
- Determine corrective actions
Resolution and Outcomes
Resolutions will be determined based on the nature and severity of the incident.
Service-Related Resolutions:
- Service redo at no cost
- Partial or full refund
- Service credit
- Alternative contractor assignment
- Additional training requirements
Safety-Related Outcomes:
- Immediate cessation of service to ensure safety
- Police involvement for threats or violence
- Blocking customer from future bookings
- Contractor suspension or termination
- Restraining or intervention orders where necessary
- Insurance claims for property damage
Communication Timeframes
Clear communication expectations ensure all parties are informed throughout the process.
All Customers:
- Acknowledgement: Within 24 hours
- Investigation updates: Every 3 business days
- Final outcome: Within 14 days
Contractors:
- Must respond within 2 business days
- No response = resolution proceeds without input
Important Safety Notes
- Safety is the top priority - contractors should never put themselves at risk
- Zero tolerance for threatening or abusive behaviour
- Contractors have the right to refuse service if they feel unsafe
- All incidents logged in digital management system
- Incident history impacts future service arrangements
Contact Information
General Incidents: Email: support@laundrylady.ca
Emergency Services: 911
Version 2025.2