QAI Submission to the Inquiry on the Impact of Changes to Service Delivery Models

QAI made a submission in August 2019 to the Senate Standing Committees on Legal and Constitutional Affairs on the inquiry on the impact of changes to service delivery models on the administration and running of Government programs.

QAI’s Recommendations re outsourcing of NDIS call centre to Serco Asia Pacific:

  • Improve the quality of service by improving recruitment and training of call-centre staff. Focus on knowledge and understanding of the needs of people with disability (NB: Not diagnoses, but understanding of support needs) and the interpersonal skills of call takers.
  • Review the gate-keeping function of the service.

You can read the full submission here.