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Television Interview - Flashpoint WA

The Hon Bill Shorten MP

Own Motion Inquiry into Platform Providers places NDIS participant voices front and centre

The NDIS Quality and Safeguards Commission has today released the Insights Report: Own Motion Inquiry into Platform Providers Operating in the NDIS market.

Minister for the National Disability Insurance Scheme, the Hon. Bill Shorten MP, said the report provided valuable insights into a growing market that connects NDIS participants with disability support providers and workers via websites, apps and online platforms.

“There is a place within the NDIS market for digital platforms. And some NDIS participants find them immensely convenient. But participants have also described negative, and at times unsafe experiences, confirming the need to ensure fit for purpose guardrails to better protect participants and workers” Minister Shorten said.

“This inquiry is just one way the Australian Government is working to empower people with disability in Australia and improve the quality and safety of their supports and services.”

“While platform providers ensure choice and control for participants, they should also ensure quality and safety of supports and appropriate compensation for  their workforce.

“The best thing we can do for NDIS participants, their support workers and providers in the platform provider industry is stop a race to the bottom. The Albanese Labor Government will help set a better standard for platform providers.

NDIS Quality and Safeguards Commissioner Tracy Mackey said nearly 1,500 participants, stakeholders and organisations attended consultations, completed surveys, and made submissions to the inquiry.

Commissioner Mackey said some of the common issues raised by NDIS participants during the inquiry, which are outlined in the report, included:

• A lack of consistency in worker training and qualifications;

• Insufficient worker background checks and ongoing monitoring;

• Unsatisfactory handling of complaints and grievances;

• Concerns relating to the collection and handling of personal information; and

• Complex pricing structures.

“The rich conversations and valuable evidence gathered from participants, their supporters and other stakeholders over the course of this process will now be put to work,” the Commissioner said.

“We will be taking action to establish a consistent and best practice approach to safeguarding across platform services; increase transparency around activities starting with pricing; regulate the workforce of NDIS providers on platforms more directly; and address privacy issues identified during the process.

“Thank you to all of the participants and stakeholders who took time to speak with us throughout this process.

“I look forward to continuing the discussion as we seek to improve the lives and experiences of people engaging supports and services through platform providers.”

The NDIS Quality and Safeguards Commission will deliver an action plan in the coming months, following further consultation with stakeholders.

Read the Insights Report: Own Motion Inquiry into Platform Providers Operating in the NDIS market here: Own Motion Inquiry into Platform Providers Operating in the NDIS Market | NDIS Quality and Safeguards Commission (

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