Serious NDIS complaints languishing as regulator grapples with backlog

The National Disability Insurance Scheme (NDIS) regulator is struggling with an overwhelming backlog of nearly 13,000 open complaints, though this is a decrease from 15,000 complaints reported in March. Former staff members claim the regulator is overwhelmed and struggling to address serious complaints within a reasonable timeframe.

Participants report that serious issues, such as abuse, neglect, and fraud, are languishing in the system for months. For example, a participant with cerebral palsy had no support for three weeks after allegedly losing $16,000 to fraud, while another case of abuse and neglect took four months to be addressed. A former senior NDIS Quality and Safety manager revealed that complaints were often closed without staff speaking to the complainant.

Becki Greene, an NDIS participant with multiple sclerosis, had to wait nearly two hours on hold before speaking to a staff member and was unable to submit her complaint online. Despite being told the complaint was a priority, it took weeks for a complaint officer to open an investigation. The regulator stated that complaints are prioritized based on urgency, seriousness, and complexity, but disability advocate Elly Desmarchelier, who also lodged a complaint, expressed hopelessness due to the lengthy response time.

The disability community worries that prolonged waits could encourage misconduct since there's little accountability. While the regulator has made efforts to reduce the backlog, it remains a significant concern for participants and advocates.