Backlog of nearly 13,000 NDIS complaints leaves participants waiting months for action
The NDIS Quality and Safeguards Commission still has just under 13,000 unresolved complaints, with many serious abuse and fraud reports waiting months for a response.
Freedom of Information data reveal that the NDIS Quality and Safeguards Commission is still handling just under 13,000 open complaints, down from more than 15,000 earlier this year but far above its target. Participants like Becki Greene, who suffers from multiple sclerosis, report being placed on hold for nearly two hours and encountering technical glitches when trying to lodge complaints, while Elly Desmarchelier says a fraud allegation remains unanswered after nine months.
A former senior manager claims the backlog overwhelms staff and that many complaints are closed without direct contact with the complainant. Acting Commissioner Natalie Wade defended the agency, noting a risk-based prioritisation system and ongoing reforms. Critics, including former NDIA executive Mark Sweeney, argue staffing shortages and inefficient workflows perpetuate the delay and have urged the Commonwealth Ombudsman to investigate.
Why it matters
Delayed handling of abuse and fraud complaints puts vulnerable NDIS participants at risk of harm and financial loss.
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