NDIA Accountability Project

Challenges in NDIS funding and service provision for a niece with severe speech challenges

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Joint Standing Committee for the National Disability Insurance Scheme

Committee Office | Department of the Senate Telephone 02 6277 3689 Suite SG.54 | Parliament House | PO Box 6100 | Canberra 2600 ACT | www.aph.gov.au/senate

deep Members,

I have moved to Queensland from Sydney in November 2019 to retire and also assist my aging sister (69) to care for my 40 year old, immobile and severely speech challenged niece. I have been appointed a financial administrator by QCAT in Queensland to help with the finances and provision of services for my niece. I have attended 2 meetings between my sister, service providers and the local coordinator.

Points of operational concerns to me:

  • Loss of funding to recipients (many) without formal notification - should be in writing showing reasons for funding losses. Many recipients find out from their Carers when their shift hours are stopped or cutback. Then they have need to scramble to get help for their affected children or partners.

  • No formal dispute process was known for an NDIS recipient to appeal or query a decision (and its basis) once it was made by whoever made it. Without a reason for the decision, you can’t try to dispute that decision. Any reviews are usually a 3 month affair, with emergency funding taking place in many cases or the recipient carers having to cut back on services or divert funding from the other services provided, until a review is completed.

  • Many recipients or their guardians are not well versed with paperwork requirements and often just accept what is given to them because they just don’t know what to do.

Costs of services provided- there does not appear to be a standard charging rate for the various types of services provided. Whilst I am aware that each recipient of the services was assessed and each had differing needs, to me there is scope for the system to be abused by unscrupulous service providers which weakens the system funds available. I am aware of no such providers in relation to my sister’s situation but some of the carers have voiced their concerns about the system being rorted.

Respite care for Carers/Guardians

Respite care for Carers/Guardians- is an emotional issue with many Guardians and Carers. They need the break, but don’t want to put their charges with strangers or service provider staff, fearing their charges will become distressed by being “abandoned” by their 24 hour /7 day a week loved one. This is how my sister feels, whilst admitting she has to have a break. I think the local coordinators need to bring this up at least twice yearly.

eNo outside audit of the processes and decisions made by the financial administrators of the scheme. i consider there should be a random external audit of each NDIS area of say 50 cases, where the recipients of benefits are chosen by the audit officer(s) when they come to the area office, and the reviews and decision making reasons for each case are looked at (last 12 months) along with an interview with the guardians of the recipient. This would give some transparency to the NDIS scheme and give it an audit function as well.

Bill payments to service providers- invoice payments to the various service providers are either on time or several months overdue and there is a lack of consistency in the payment of accepted invoices to the small business providers. Is there a system in place apart from a Guardian having access to the payment portal (rare event I am told).

Special Projects and Equipment supplied to NDIS recipients- the time taken to assess the need for new or additional equipment or premises alterations to recipients and their permanent accommodation seems inordinately long. I have been advised of instances (my sister’s requests and by service provider staff) where the time between approvals and delivery of new wheelchairs, beds, walking aids and household alterations, have been protracted. This seems to be due to requests for reassessment by management above the local coordinators, non-issue of invoices or work orders to suppliers, lost or missing emails and other delaying errors.

In summary, the NDIS scheme has improved the lives of many of its recipients and is a great Government initiative. However the devil is still in the details of funding and control of systems and procedures for an effective delivery of appropriate services for each recipient. When my sister asked me to look at her assessment form when she applied for NDIS assistance, my first thought was this is a bureaucrat’s nightmare and it would be a “bean counter” exercise for funding. This scheme would be a huge financial hit on Government coffers.

I applaud the service providers and the coordinator who deals with my sister and niece, as the people trying to deliver the agreed services have been both caring and diligent. They also provide the added benefit of being a social network contact for my sister (basically stays at home) and niece (wheelchair bound), with other recipients they know of. I think the vast majority of Guardians are women doing the best they can for their physically and mentally challenged kids.

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I wish to thank the Committee for taking my submission in this matter.

Regards

Michael L Robinson