After three years of trials, the national NDIS rollout began on 1 July 2016 and promised to overhaul a severely fraught and under-resourced disability sector, putting people with disability at its centre.

However, since 1 July 2016, the road to the national rollout has been turbulent.

A spokesperson from the National Disability Insurance Agency (NDIA), which runs the scheme, told Pro Bono News there had been some “hiccups” along the way.

“The NDIA’s processes and systems have not resulted in a participant and provider experience during the past year that is of the consistently high standards that the NDIA aspires to deliver,” the spokesperson said.

“The board, management and staff of the NDIA are committed to delivering a much better experience for participants and providers.

“Improvements over the next year are likely to include more face to face (rather than telephone) communications with participants; an easier to navigate portal; a more responsive call centre experience; and significantly improved interactions with providers and disability organisations.”