When an incident happens, it is important that there are processes in place so that it is managed appropriately.

It’s also important that students, parents/carers and staff receive clear communication and support. The Respond resources help schools to effectively assess and respond to online incidents — including reporting requirements, preserving digital evidence, minimising further harm and supporting wellbeing.

Quick reference guides for responding to online safety incidents

This Quick reference guide for responding to mild incidents

Understand and assess

• Reassure students they did the right thing by reporting.
• Be guided by the best interests of the student/s involved.

Manage the response

• Manage the response internally in line with behaviour management, wellbeing and online safety policies.
• Focus on support for all students and involve them in decision making.
• Explain the process and possible outcomes to everyone involved.
• Consider whether involving parents/carers would help resolve the situation.

Resolve the conflict

• If students can use strategies and respond appropriately, only minimal teacher intervention may be needed.
• Restore relationships; ensure all students feel safe and supported.
• Address behaviours and provide education about acceptable, respectful online behaviour.
• Encourage students to delete inappropriate content and/or report it to the social media service.

Record and reflect

• For younger students, inform parents/carers. Explain how the issue has been resolved unless there’s a sound reason not to.
• For older students, consider maturity and autonomy; let them tell parents/carers first where appropriate.
• Record the incident, response and actions taken.

Monitor

• Check whether the behaviour has stopped.
• Regularly check that students feel safe and supported; adjust plans if necessary.

Quick reference guide for responding to moderate incidents

Understand and assess

• Reassure students they did the right thing by reporting.
• Be guided by the best interests of the student/s involved.

Manage the response

• Manage the response internally in line with behaviour management, wellbeing and online safety policies and procedures.
• Provide support for all students and involve them in decisions.
• Explain the process and outcomes to everyone involved.
• Consider whether to involve parents/carers to resolve the situation.

Resolve the conflict

• Restore relationships; ensure all students feel safe and supported.
• Address behaviour and provide education about acceptable, respectful online behaviour.
• Encourage students to delete inappropriate content and/or report it to the social media service.

Record and reflect

• Inform parents/carers about the issue and resolution unless there is a good reason not to (e.g. further harm or police investigation).
• Debrief with staff and students where appropriate; record incident, response and actions.
• Review relevant policies and procedures after the incident.

Monitor

• Check whether the behaviour has stopped.
• Regularly ensure students feel safe and supported; adjust plans if needed.

This Quick reference guide for responding to serious incidents

Understand and assess

• Reassure students they did the right thing by reporting.
• Be guided by the best interests of the student/s involved.
• Some cases may be unlawful and activate critical/mandatory reporting. Seek support from the Principal/leadership team.

Collect and preserve evidence

• Gather facts and document what happened.
• Do not view or copy explicit images.
• For non-explicit content, where possible take screenshots or record URLs.
• Follow policy on confiscating/searching students’ personal devices (consent or legal authority required).

Manage the response

• Provide support for all students and involve them in decision making.
• Determine who to inform and when (e.g. parents/carers, other staff or students).
• Engage parents/carers promptly unless doing so risks further harm or hampers a police investigation.
• Explain the process and potential outcomes to all involved.

Remove content

• If material is circulating and causing harm and evidence has been collected, encourage students to delete and/or report it on the platform.
• If cyberbullying content remains 48+ hours after a complaint, lodge a complaint with Police (with student permission).
• For image-based abuse, lodge a complaint with Police (with permission).

Resolve the conflict

• Restore relationships; ensure all students feel safe and supported.
• Address behaviour and provide education about acceptable, respectful online behaviour.
• Assess whether a school-wide communication or external providers/support services are required.
• Consider referrals to external organisations (e.g. Kids Helpline) for ongoing/one-off counselling.

Record and reflect

• Record the incident, response and actions taken.
• Complete a post-incident checklist.
• Review policies and procedures; debrief with staff, students and parents/carers where appropriate.
• Explain the process and potential outcomes to all involved.

Monitor

• Monitor whether the behaviour has stopped.
• Regularly check that students feel safe and supported; adjust plans if necessary.

This material has been adapted with permission from the Australian Government eSafety Commissioner and is licensed under a CC-BY-NC-SA licence. Permission to adapt content does not constitute endorsement of material by the eSafety Commissioner.