A Commonwealth Ombudsman’s report into the National Disability Insurance Agency’s (NDIA) handling of reviews requested by participants in the National Disability Insurance Scheme (NDIS), has found a “number of areas” in which the Agency could improve its processes.
In his report, Administration of Reviews Under the National Disability Insurance Scheme Act 2013, Ombudsman, Michael Manthorpe acknowledged the considerable pressure the NDIA has been under to meet targets since the rollout of the NDIS began in July 2016.
“However, this must not be used as a reason to de-prioritise or delay other work, including reviews,” Mr Manthorpe said.
“It is clear from this report there are a number of areas in which the NDIA can, and should, improve its administration of participant-initiated reviews.”
He said that without significant efforts to improve the timeliness of its approach and its communication with participants, there remained a risk that participants’ rights to seek reviews of decisions that affected them would be challenged.
“The review process will continue to be unwieldy, unapproachable and the driver of complaint volumes.” Mr Manthorpe said.
He said that since mid-2016, complaints to the Ombudsman’s office about the NDIA’s review process had represented around 32 per cent of all NDIA complaints.
Mr Manthorpe’s report makes 20 recommendations aimed at improving the NDIA’s administration of reviews, all of which were accepted by the NDIA.
His 30-page report can be accessed at this PS News link.
