The Commonwealth Ombudsman has released a report into the National Disability Insurance Agency’s (NDIA) administration of assistive technology, finding further work is needed to support participants to quickly access the assistive technology supports they need.
The Ombudsman Michael Manthorpe said the focus of his report, Administration of National Disability Insurance Scheme (NDIS) funded assistive technology, reflected concerns raised in complaints to his office.
Mr Manthorpe acknowledged that the NDIA had undertaken significant work to improve its approach to assistive technology.
“In 2018–19, complaints about assistive technology constituted 13 per cent of NDIA complaints to the Ombudsman, compared to five per cent in the previous financial year,” Mr Manthorpe said.
“The most common issue in these complaints is the time taken to process requests,” he said.
“Participants and their representatives also expressed confusion about the process, and frustration at the lack of clear communication from the NDIA about expected decision timeframes.”
Mr Manthorpe said the report included 14 recommendations aimed at assisting NDIA to improve the participant experience for those who required assistive technology.
“The recommendations I have made focus on improvements to internal processes and guidance, decision-making processes for planning, and public information and responsiveness,” he said.
“I am pleased that the NDIA’s response agrees with all but two of these recommendations and outlines progress it is making.”
Mr Manthorpe said he believed the ongoing implementation of recommendations would help to ensure participants’ experience remained central to the provision of assistive technology supports.
The Ombudsman’s 33-page report can be accessed at this PS News link.
