NDIA Staff Safety Review: Urgent Recommendations and Implementation Delays

Staff at the National Disability Insurance Agency (NDIA) have reported multiple safety incidents, including threats and physical altercations. These experiences reflect findings from a review into the safety of NDIA staff, commissioned by the government in 2023 and conducted by Graham Ashton. The review was initiated following a stabbing incident at a service center housing both Services Australia and NDIS offices.

Review Findings and Implementation Plan

The Ashton review made 36 urgent recommendations to enhance safety and security for frontline NDIA staff.

Documentation indicates the NDIA does not plan to fully implement some recommendations, such as installing CCTV, lockable barriers, and opaque glass barriers, until February 2027.

Implementation Timeline Draws Union Criticism

The review was presented to NDIA management in May 2024, but was shared with staff and the union 15 months later. The Community and Public Sector Union (CPSU) Deputy National President, Beth Vincent-Pietsch, described the NDIA's implementation timeframe as unacceptable, stating current measures are insufficient.

Incidents reported to the union since the review's presentation include a person threatening self-harm with petrol at an NDIS service center.

Incident Data Reveals Ongoing Threats

NDIA data from August to October 2025 recorded 445 security incidents at NDIS service centers, including 16 high-severity incidents involving threats of suicide, harm to staff, and assaults.

An NDIA spokesperson stated the agency prioritizes staff safety and proactively commissioned the review. They affirmed that the agency is implementing all recommendations. The agency also reported starting safety initiatives in early 2024, including deploying security officers, updating lockdown procedures, upgrading CCTV, and providing mental health training.

Participant Frustration Linked to Policy Changes

The Ashton review noted that frontline staff often encounter frustration and challenging behaviors from participants. Vincent-Pietsch and staff acknowledge participant frustration, attributing it to changes in available supports, altered plans, and difficulties in plan reviews.

New legislation introduced in October 2024 has led to participant wariness regarding funding impacts. Staff report that this can increase aggressive behavior when communicating difficult decisions.