BILL SHORTEN, MINISTER FOR THE NDIS AND GOVERNMENT SERVICES: Good afternoon, everybody. It's great to be here with Louise Glanville, who is the National Quality and Safeguards Commissioner for the NDIS, and also with Associate Commissioner Natalie Wade. Two bits of good news for Australians with disability and indeed for Australians generally. The first is that the National Disability Insurance Agency has released its Annual Financial Statement, the AFSR, and it demonstrates that because of the reforms that we've undertaken in the last nearly three years, that the Scheme is going to spend $1 billion less in the last 12 months than was expected.
So, Treasurer Chalmers said the forecast was that the Scheme for financial year 2023/24 would be $1 billion higher than it actually was. Now the Scheme is looking after more people than ever in the last 12 months, there's 660,000 Australians receiving valuable and life changing support on the National Disability Insurance Scheme. What we were able to do is invest in outcomes and actually spend a little less than we forecast we would. So great news for the future sustainability of the Scheme. And it reflects well on the changes which Labor's been making.
The other bit of really good news is that the National Quality and Safeguards Commission has released its annual statement, its annual report, and it demonstrates that for the first time really since the creation of the NDIS, we're coming to grips with handling complaints. Complaints are up 78%, not because there's been a 78% jump in problems, but rather that for the first time, a properly resourced Quality and Safeguards Commission is able to investigate 111,000 different matters.
The Scheme is changing lives, but there have been problems with it. There have been problems because the Scheme's been treated as the only lifeboat in the ocean for Australians with disability, because there hasn't been proper scrutiny of the payment system, because whilst most providers are doing a great job, some are not. But what we're able to say today is that the reforms which Labor has put in place with people with disability, with states and territories, is improving the bottom line of the Scheme. We're getting better outcomes without having to spend quite as much money as we expected to, which is good news for taxpayers and for people on the Scheme, because quality is being emphasised. But also, the National Safeguards Commission, who is the watchdog, to make sure that participants on the Scheme are both safe and receiving quality services Labor has invested significantly, we've doubled their staff, we've majorly increased their funding. What it means is we're now able to ensure that we are now seeing greater attention paid to the quality and the safeguarding of NDIS participants.
Why don't we leave it at that from me for now. We're happy to take questions, but I might invite Louise Glanville, the new Quality and Safeguards Commissioner, to explain what's been happening with how we're keeping people safe. And then I might invite Natalie Wade, the Associate Commissioner, to add some further remarks.
LOUISE GLANVILLE, NDIS QUALITY AND SAFEGUARDS COMMISSIONER: Thank you for that, Minister. It's great to be here with you and with Natalie today. And what's really important about the work of the Commission, that it is building progressively to being a strong regulator. Indeed, we want to be a formidable regulator. We want to ensure that people with disability are receiving the sorts of supports they need and the quality of services that they need. We know there are many providers out there that do fantastic work in relation to the disability space, and we are keen to ensure that that continues into the future.
It's important that we think about the human rights of people with disability in this respect, and that we deliver on the promise of the NDIS for people to live ordinary lives, like we all do, in every single way. So, it's wonderful to be here and to watch the way in which the regulatory tools that we can be using to assist with that process are really on the increase and on the improve that the government, the federal government has made substantial commitment to our resourcing to enable us to do that work well. There has been a strong staff grown, and certainly I give credit to my predecessor, Mike Phelan, who has been acting in this space and has done some great work in leading the team at the commission in order to do this very important piece of work that will assist in ensuring the sustainability of the NDIS over time.
NATALIE WADE, NDIS QUALITY AND SAFEGUARDS ASSOCIATE COMMISSIONER: Thank you, Minister and Commissioner Glanville. Today’s annual report from the NDIS Quality and Safeguards Commission, really highlights that with the increase in complaints there is a demonstrated trust between the Commission, but also the disability community, where people with disabilities are bringing forward to us at the regulator, the issues that they're facing in receiving quality and safe services.
It is fundamental to our work as a regulator to hear directly from people with disability and for them to trust that when they tell us that there is a problem, that they will be able to receive a response and resolve, and those matters will be [inaudible].
It's really important to reflect on the increase of regulatory action that has been taken by the Commission in the last 12 months. It is absolutely imperative that providers be supported to understand their role in providing quality and safe services to people with disability. But it's also fundamental to ensure that when things go wrong or providers do not do what they are expected to do, that regulatory action follows. And today's annual report really highlights that that is exactly what has been happening in the last 12 months.
Commissioner Glanville and I are very much looking forward to continuing the work from the last 12 months and ensuring that the human rights of people with disability is centred in our work, that providers are most supportive, and that we all move forward to advance the rights of people with disability as we regulate this space.
JOURNALIST: Part of these reports, will anything in the near future be addressing the wait times to get onto the NDIS?
SHORTEN: Yeah, the NDIS has grown remarkably. The year before I became the Minister, it was growing at 23%. That's too fast. That's I think reflecting also a lack of other services for Australians with disability. One thing that has happened though in the last 12 months as we've been reforming the Scheme, is that there's been almost the analogy that, there’s almost been a rush for last drinks at the pub, so to speak, by a proportion of providers who have been desperate to try and get some extra money out of the Scheme before they can't any longer. So that has led to, I think, a surge in people seeking change of circumstances. Listen, long story short, we've got to treat every application and every change of circumstance as serious and legitimate until proven otherwise.
But what that has meant is a doubling in the workload of the agency. We've surged workforce to help get rid of the backlog of claims. We're sorry that people have been inconvenienced, but we are now seeing a decrease in the claims coming in and the variations coming in as people calm down and realize that the Scheme isn't actually just trying to exit a whole lot of people with permanent disability.
And also, some of the shonks are now being chased out. I mean, I think it shows the determination of the Albanese government that we have banned for life, in many cases 200 people, from providing services to the Scheme. 200 plus people have been banned in the last two years, 124 in the last 12 months. This is a clear message that if you just want to use people with disability as human ATMs, if you think that somehow a government Scheme of taxpayer money is easy pickings, you're wrong. That's changing.
JOURNALIST: And so, how is that working? How do you monitor those shonks for lack of a better word?
SHORTEN: When I became Minister three years ago, frankly, I was shocked and appalled at what I discovered. The Scheme had been rolled out and there were over half a million people on the Scheme, and that was good by the previous government. But the complete naivety, negligence of a lack of scrutiny of payments meant that people were able to draw down, in some cases, tens of thousands of dollars with no accountability, that there was no pre-checking of the integrity of invoices before they were paid, that we see price gouging, where some service providers will provide an identical service to someone on the Scheme to who's not on the Scheme, identical, and it could be a shower chair or it could be a some other service, but they charge the NDIS participant more just because they're on the NDIS.
So, we've now got rules against that. We've set up what's called a Fraud Fusion Taskforce. They have got hundreds of investigations underway. It shouldn't have been the case, but it's taken until now and this government, to get 21 Commonwealth agencies working with each other. And, you know, we're now sending people to jail for ripping off the Scheme. I think there was a view in the unethical parts of the community that NDIS is a government Scheme, it's easy money to cheat. Those wells are drying up, because we are now investing in a state-of-the-art investigation processes. I must always stress though, it is changing hundreds of thousands of lives for the better, and most service providers are doing a good job. But there has been an element of fraud, unethical behaviour, price gouging and opportunism. And we say to those people, get off our Scheme, you're not welcome, you will get caught.
JOURNALIST: And then just a question, locally in Port Augusta earlier this week, there was the death of a 26-year-old woman with severe intellectual and physical disabilities. Are you aware of that?
SHORTEN: It’s shocking and tragic about Tegan's passing in Port Augusta. She wasn't on the NDIS. South Australian Police are investigating it. It's not compulsory to be on the NDIS, but I think it is a wakeup call for community to look out for each other. This is a more general comment, not reflecting on the NDIS, but just all of us. Someone who's vulnerable is not someone else's business. We should all keep an eye out for our neighbours. You can do that without being a nosey parker, but we've got to look after each other. SA police will do, I'm sure, an excellent job in getting to what has happened. We certainly will take a keen interest to see what lessons there are.
One thing that the NDIS is doing is that when people are presenting for their plans, we are now - and this is following Annie Smith's death, that tragedy which was completely avoidable and culpable - what we are now doing is making sure that if you're on the NDIS, you've got more than one relationship. You can't just be with a carer or just with a family member. We want to make sure that that's a red flag to us because we it takes it takes a village to support anyone. And that's what we've got to behave. We've got to get back to that true Australian value.
JOURNALIST: Are you aware of she was receiving any government payments, Centrelink or?
SHORTEN: I don't know.
JOURNALIST: And now completely unrelated from Canberra. Um, do you believe the Prime Minister and his claims about contact with Qantas?
SHORTEN: Yes, I do. Um, the Prime Minister has been diligent in reporting, um, any upgrades and disclosures. He's acted consistently with the standards which are set out for our parliamentarians. The opposition has tried to smear the Prime Minister, but a lot of it seems to have blown back in their own face. Again, you know, Mr. Dutton, he says it's wrong of Mr. Albanese to accept an upgrade, which he declared. But then again, when you take a favour from Gina Rinehart, you know, is there an expectation? So, their transport spokeswoman, Bridget, just said it came out all guns blazing but managed to shoot her foot off.
So, what Australians want us to do is adhere to proper standards of ethical conduct. What Australians want us to do is be transparent in our dealings with all people, and what they want us to do is get on with the cost-of-living issues. I mean, the opposition, the Liberal Party, has stolen a week of the nation's life talking about this. All it's done is probably depress Australians opinions of politicians generally. But in the meantime, people are battling their mortgages. People are trying to make ends meet. That's where Labor's head is at. And I think that's what they expect of all parliamentarians.
JOURNALIST: Someone leaking out of the ministry called the Prime Minister a sook. So, you think that the PM is being a sook in this situation?
SHORTEN: Oh, I’m not even going to respond. I mean, frankly, that is not an accurate characterisation.