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Submission SUB-Z9B8-002345 (Lisa)

Submission reference
SUB-Z9B8-002345
Individual's name
Lisa
Submission type
General submission
What are your three main problems or concerns with the NDIS?

First contact is via the call centre. I seem to encounter staff who's first spoken language is not English and not only do they struggle to understand me but I struggle to understand them. The amount of time spent repeating myself so the staff member can understand me is huge. By the time the staff member has been able to confirm the participant's details and then gone through the identity questions, I feel frustrated and feel like the staff member is not going to be able to answer my enquiry seeing as they have struggled to understand the basic requirement of finding my child's details on the system.

How do these three main problems affect you and/or others?

Time wasting. Why bother contacting and asking for help if the staff member responsible for directing my enquiry cannot even find my child's record on the system?

What do you think are possible solutions to those problems?

Better trained staff. The self service system should be updated so the authentication process can be completed via a voice print before the staff answer the call.

What parts of the NDIS are working well for you?

Funding.

Is there anything else that you would like to tell the NDIS Review?

I feel like it would be beneficial if cases were handled "end to end" by the one staff member. This would save time with double handling and also save time for the parent as each time we need to contact NDIS, we have to repeat our story and fill the staff member in on where the claim is at.