NDIS ICT Systems Inquiry -
Submission
September 2018
Every Australian Counts thanks the Joint Standing Committee on the National The portal is not user friendly. It is complex, counter intuitive and difficult Disability Insurance Scheme for the opportunity to make a submission into navigate. It is challenging for even regular users or those experienced with the inquiry into the NDIS IT system. computers. And to cap it all off, there is very little support available to help newbies learn the ropes. You get sent a code and then a letter and then you Every Australian Counts is the grassroots campaign that fought for the are expected to be good to go. This is not a reasonable expectation. introduction of the NDIS. It is a community of people with disability, their families and carers, people who work in the sector as well as ordinary Keeping track of your plan and how things are going is critical for NDIS Australians who want to see a better and fairer deal for people with disability participants. People need to monitor use of their funding – where it is going, in this country. In the eight years since it was established, it has amassed who it is going to, how much is going and when it is going are all critical thousands of supporters from all over the country. functions. And it is these functions which are either completely lacking or
difficult to use. Again, the system needs to be designed with end users in Every Australian Counts didn’t end with the introduction of the NDIS in 2013. The mind. EAC community has stayed active and engaged as the scheme rolls out around
The portal is slow and unreliable. Even at 3am. the country. Our community continues to fight to make sure the NDIS stays true to its original vision and delivers on its promise to people with disability. People feel that the IT is determining decision making – rather than the
other way around. For example, the IT system requires a primary disability We want to begin by acknowledging once again our support for the NDIS. We to be listed. But people’s lives are rarely fit into neat boxes – people often have had the opportunity to both see and hear firsthand the incredible difference have multiple disabilities, and the way they interact is often important. Which it has made to many lives. When it works well, it does change lives for the better disability is “primary” also depends on the circumstances. People feel the – as we always hoped it would. needs of the system are driving decision making – rather than the needs of
But our community is also all too aware that it is not working well for everyone. participants and their families. Too many people are falling through the gaps, and not getting the support they The IT system is making things more, not less, complicated. The IT system need. Even those who are ultimately happy with outcomes express ongoing should make simpler, easier processes possible – and at the moment the frustration with NDIS processes and policies. In short – the scheme is not yet opposite is true. For example, participants and their families consistently working the way we all want and need it to. say they want to see a draft of their plan before it is submitted. But the NDIA We stay in touch with our community in many ways – online, on social media, in have responded that the IT system will not allow that to happen. That is not person. We regularly survey our supporters and at the moment are holding face an acceptable response. Last time we checked, the humans were still in to face forums all across the country to give people with disability, their families charge of the computers. We haven’t reached the world of The Terminator – and carers and people who work in the sector a chance to talk about what’s yet. working, what’s not and what needs to change. To ensure we accurately captured the feedback we regularly receive, we Issues with the NDIS IT system come up consistently in every forum – in recently opened a small page on our website asking people to contribute to surveys, in person, and on line. The most common issues raised include: this submission. In less than one week we received over 450 comments and stories. That is what you will find attached in an Appendix. They are as they The IT system remains inaccessible to people who are vision impaired. This have been submitted to us – the only editing has been for typographical errors is completely unacceptable for a scheme responsible for meeting the needs or information that clearly, and potentially dangerously, identifies a person or of people with disability and promoting inclusion. their family. Oh and a few swear words here and there … Which may give the
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committee some idea of the level of frustration amongst participants and their families. Again, we would like to thank the committee for the opportunity to have input into the inquiry. We would strongly urge you to consider carefully the views expressed here and the suggestions for change. In our view, it is people with disability their families and carers and people who work in the sector who have the best understanding of what needs to change, and what will and what will not work on the ground. Please listen to what they have to say – they are the ones who matter most.
Yours Sincerely
Kirsten Deane on behalf of Every Australian Counts