23 June 2022: Ombudsman Investigation into the National Disability Insurance Agency’s (NDIA) preparation to meet the Participant Service Guarantee (PSG)

Acting Commonwealth Ombudsman, Penny McKay, today released the report National Disability Insurance Agency’s (NDIA) preparation to meet the Participant Service Guarantee (PSG).

The PSG was designed to respond to the most common complaints of NDIS participants – delays in decision making and lack of information. It commits the NDIA to timeframes and engagement principles to make it easier for participants and their families to navigate the NDIS.

The own motion investigation examined the NDIA’s preparation to meet the PSG.

Our investigation found the NDIA is creating a solid foundation for delivering on the PSG so the NDIA can deliver a timely and quality experience for NDIS participants.

Ms McKay observed, “The NDIA is making good progress in measuring and reporting on how it is meeting the PSG timeframes, but further action is needed by the NDIA to enable it to report meaningfully on its performance against the engagement principles and service standards under the PSG.”

Ms McKay said “An equal focus on meeting the PSG timeframes and engagement principles will ensure the NDIA delivers a service that is responsive to participants.”

The report makes 5 recommendations to improve the NDIA’s ongoing work to meet the PSG. The recommendations focus on improving the NDIA’s planning, performance measurement, reporting and communication.

Ms McKay said, “We trust our recommendations will help the NDIA to clearly show what it is doing to improve participants’ experience of the NDIS, and to know that the NDIA is delivering a high-quality experience for all participants.”

“I am pleased the NDIA accepted all 5 recommendations and acknowledge their commitment to implement the recommendations this year. This will benefit all NDIS participants.”

The full report can be found on the Commonwealth Ombudsman website: here. An accompanying easy read version of the report will be published on our website shortly.