NDIS complaints languish as regulator struggles with massive backlog

NDIS participants are criticizing the response time of the NDIS Quality and Safeguards Commission to complaints, citing lengthy delays that have left them vulnerable to abuse, neglect, and fraud.

Data obtained through a Freedom of Information request reveals the commission is grappling with a significant backlog of complaints, with over 13,000 open cases.

Complaints of abuse and neglect languish

Becki Greene, an NDIS participant with multiple sclerosis, first contacted the commission in May to report alleged abuse and neglect by a provider. Despite repeated attempts to reach a staff member, she was left on hold for extended periods and was unable to speak to anyone.

"Having someone on hold for nearly two hours while they are distressed and distraught is completely unacceptable," she said.

It wasn't until further inquiries were made that a commission staff member phoned her, with a complaints officer only recently opening an investigation.

"I expected the commission to sit up and take notice," she said. "It shouldn't have to take getting the media [involved] … for participants to be heard and have their complaint investigated."

Backlog of complaints

Disability advocate Elly Desmarchelier made a complaint to the commission over the Christmas/New Year period, alleging a former independent support worker claimed over $16,000 in wages for shifts they did not work. Despite this, she has yet to receive a response.

"I had three weeks where I did not have any support because I did not have funding to pay support workers," she said.

The commission had over 15,000 open complaints as of March, which has since dropped to 13,000. However, concerns remain about the regulator's ability to address the backlog.

Acting Commissioner Natalie Wade stated that complaints are prioritized based on their urgency, seriousness, and complexity.

"We use a risk-based prioritisation framework that helps us assess the level of risk and appropriate action," she said.

Wade also emphasized the commission's commitment to continuous improvement and maintaining public confidence through meaningful and timely action on complaints and incidents.

Calls for investigation

A former senior NDIA executive, Mark Sweeney, has expressed concerns about the commission's performance, citing a large backlog of complaints and inefficient workflows.

"I think what it probably indicates is that potentially they don't have enough staff — you know, their workflows are inefficient or they have a mismatch, an imbalance of staff monitoring the back of house as opposed to frontline workers," he said.

Sweeney has written to the Commonwealth Ombudsman requesting an investigation into the systemic issues causing the complaints backlog.