National Disability Insurance Scheme Amendment (Securing the NDIS for Future Generations) Bill 2026

Submission 4011

The NDIS prescribes forms for providers to use. Recently the NDIS website has changed and prescribed form templates were not available: namely the Roster of Care Excel Sheet as a part of the SIL Housing Pack. I attempted to resolve this situation by calling the Provider Helpline at NDS, who could not assist me with any repository of files and had to manually check for the availability themselves. I attended NDIS in Shepparton and was met with a blunt ‘this is not my role’, ‘our role is to assist participants’, misunderstanding the ecosystem in which service delivery is done with participants in mind. Regardless they could not provide me with the template form in any local repository.

I called Mark Butler’s office, whom to my knowledge could receive a complaint concerning the performance of the NDIS and its governance. The Staff member on the phone became aggressive towards me and undermined my right to make a complaint; d therefore I bring this issue to the committee. The NDIS receives many billions of dollars. One thing they should be able to get right is this. Please review the importance of effective response to identified issues - the NDIS provider helpline told me this was her 6th complaint that week.