When the National Disability Insurance Scheme (NDIS) was established almost a decade ago, it was envisaged people with disability would be empowered consumers. It was hoped their customer insights would shape new services designed to meet their specific needs and preferences.
But today’s market-based reality is that the National Disability Insurance Agency and its support providers are mostly still in control. In the worst examples, this has been linked to devastating abuse and alleged neglect of participants by support workers. Providers frequently see NDIS participants as a business “commodity”.
