Outsourced NDIS Call Staff Face Misrepresentation and Training Gap Claims

Allegations of Misrepresentation and Training Gaps

Outsourced call centre staff managing the National Disability Insurance Scheme (NDIS) phone lines are reportedly instructed to identify as public servants, according to workers. These staff, employed by Serco, a major outsource provider, have allegedly been issued government agency email addresses, making them indistinguishable from direct government employees to the public.

Workers claim they are responsible for prioritizing NDIS funding requests despite not having specialized welfare or disability training.

A Serco employee stated that staff are required to represent the government without disclosing their Serco employment.

Serco's Operational Role and Worker Concerns

Serco is a significant private contractor for the Australian government. According to Serco call centre employees, priority situations must be screened and determined by Serco team leaders who reportedly lack welfare or disability training. These team leaders also do not possess financial qualifications for understanding participant budgets.

Workers describe the system as having inadequate training and low pay, suggesting it prioritizes profit over worker wellbeing and service quality. Starting pay rates for outsourced call centre staff are approximately $52,800 per year, significantly less compared to over $72,000 for many public servants on the same phone lines.

Impact on NDIS Callers and Official Responses

Impact on Participants

Serco workers report that NDIS callers frequently experience delays and receive insufficient guidance due to the call centre arrangements. An example cited involved a bedridden person with a broken hoist facing delays in an urgent funding request.

Official Rebuttals and Clarifications

Serco disputes these claims, with a spokesperson stating the company provides vital support and works "in seamless collaboration" with the National Disability Insurance Agency (NDIA). They added that Serco NDIA staff are "in no way directed to make any misrepresentations."

An NDIA spokesperson clarified that only public service staff with appropriate delegation are authorized to "action and progress" priority plan change requests.

Union Criticism and Outsourcing Concerns

Beth Vincent-Pietsch, deputy national secretary at the Community and Public Sector Union, criticized the outsourcing model. She argued that Australians should speak with trained public servants, not outsourced staff.

The current model is failing both NDIS participants and the outsourced workers, suggesting it undermines service quality and public trust.