On Friday last week, the NDIA announced their intention to outsource their contact centre operations to global giant, Serco for the next two years. This decision is truly baffling.
Serco currently operates private prisons and 11 of Australia’s onshore immigration detention centres. To say that Serco is not "values aligned" with the NDIS is a massive understatement. The company has been accused of serious fraud by the UK government and covering up sexual abuse of immigrants in a UK removal centre. Closer to home, Serco Watch, a WA-based civil society group has formed "to monitor and disseminate information about the activities of Serco". Their Facebook page has close to 3,500 members and no shortage of problems to report.
This article by the Guardian, Outsourcing NDIS contact centres to Serco 'an accident waiting to happen' does a fabulous job of summarising the issues with this decision, including quotes from many of the sectors' leaders. The NDIA have repeatedly committed to increased consultation on important decisions, yet the widespread condemnation of this decision makes it very hard to imagine that this decision was made with any input from interested stakeholders.
Earlier this year, we wrote that we were disappointed to see that Peer Workers had been removed from the list of professions who could provide Support Coordination. But now, as Evie reports, that has all changed in the updated Guide to Suitability.
There are few words that stir up more stress and emotion in NDIS Providers than ‘Portal.’ That is why we are pleased to announce that some long-awaited changes have finally arrived in Portal world.
The Administrative Appeals Tribunal (AAT) recently took the extraordinary step of publicly reprimanding the NDIA and calling for ministerial intervention. Sara explores how it came to this, and why being forced to appeal is detrimental to Participants.
Shadow Minister for Families and Social Affairs and one of the key NDIS architects, Jenny Macklin has announced her resignation from politics.
The latest Quarterly Report has finally landed. Sara picks out the key pieces of information that absolutely every provider needs to know.
The issue of transport, particular who pays for it and by how much, continues to plague both the NDIA and participants. Last month, the Administrative Appeals Tribunal heard another case of a young man appealing for extra funding to aid his transportation.
Earlier this month the Ombudsman released its report into the NDIA’s review processes and spoiler alert: the results aren’t pretty. Sara gives you the lowdown on what the Ombudsman said, and what it means for participants.
South Australia made the small but vital announcement last week to slow down their rollout schedule. Sara discusses how this was the decision they had to make, and why other States should follow their lead.
The Agency have announced the nine recommendations from the McKinsey Pricing Review that they will be implementing in July 2018.
Serco runs private prisons and 11 of Australia’s onshore immigration detention centres and now they will be running the NDIS’ contact centres.