Outsourced call centre staff on the national disability insurance scheme (NDIS) phone lines must pretend to be public servants, according to workers, and are responsible for deciding which funding requests are prioritised despite having no specialised welfare training.
Workers at Serco, a major outsource provider, have also been issued government agency email addresses, making it impossible for the public to tell them apart from direct employees despite vast differences in their pay, conditions, training and support.
