We are told to ring the NDIS with any queries or questions. When you do and ask for help with an issue you have no one who can help you. You ask to be put through to someone who can help but are told they can’t contact other departments as they don’t have phone numbers. You are then told they will send an email. Does anyone read the emails? I wouldn’t know as there is no response.

The employees who make the decisions sit behind their desks and computers, untouchable and do not have the courtesy to contact you when I’ve requested to discuss matters.

In my experience I have noticed that reports and letters have not been read properly. It has shown me that the decision makers are showing signs of laziness or incompetences. You follow the process but they keep moving the goal posts.

As a mother and carer for my son I find it extremely frustrating and stressful trying to have issues resolved when you can’t speak to anyone. I’m fed up with the response “ I can’t help you but I’ll send a email”.

There is a huge flaw with the communication within the NDIS between departments.

Another problem is when a review is done, instead of reviewing the matter at hand the whole plan is reviewed which has caused more issues and more stress.

There should be a time limit on processing paperwork. I’ve had paperwork sent to the NDIS but nothing has been actioned for 6 months. It took 4 months to become my sons nominee and it was only sorted because I put in a complaint with the feedback line.

It is not good enough as I’m trying to have my sons needs met but the system is causing frustration and stress.