IAC meeting bulletin, 21 May 2025

The Independent Advisory Council (IAC) to the National Disability Insurance Scheme (NDIS) met online and in person on 21 May 2025. Members discussed:

  • Department of Social Services quarterly update

  • IAC Advice

  • 2025-26 IAC Work Plan

  • Improving eligibility reassessments.

What members have heard in their community

Members encouraged the NDIA to improve the quality of its communications with participants. They asked the NDIA to include reasons behind decisions, to better engage with the information which participants provide, and to give participants information about what the NDIS offers them. The NDIA acknowledged this and assured Members that an improvement process was in place for its communications.

Members shared ongoing issues with participants receiving unexpected, sometimes confronting phone calls about plan reviews at short notice. The NDIA noted it has scripting in place to make sure participants understand why we are calling. The Agency will continue to encourage staff who contact participants to follow guidance, practice standards and scripts.  

Members noted that plan reviews can take too long to complete, leaving participants in unsafe situations. They recommended the NDIA speed up the review process.

Members raised community concerns about participants ejected from certain community programs without warning, discussion with their support team, or for reasons they understand. This raises issues around allowing participants’ freedom of choice, as well as process failures. The NDIA said it would investigate any inconsistencies in its processes to prevent participants losing access to funding for specific activities without fully understanding the reasons why.

Department of Social Services quarterly update

Representatives from the Department of Social Services (DSS) provided an update to members. They confirmed the recent election will have little impact on the ongoing progress of NDIS reforms, including actioning findings from the Disability Royal Commission, or other NDIS policy.

Representatives shared that they are briefing the new NDIS Ministers. They reported that 100 community information events had recently taken place, with 4000 participants attending. This feedback will guide the team in their design of foundational supports, ensuring services are trauma informed, culturally safe, and tailored to meet the needs of the disability community.

Members suggested local government could share how they get projects funded, advise how to improve communication to be more inclusive, and show how to best integrate services in a way that is most helpful for the community.

IAC Advice

The IAC’s Senior Independent Advisor shared an update on the IAC’s latest advice on participants who are aging. The ‘Age is not a number’ advice has been to the NDIA Board and will shortly be shared with the Minister. Advice on guiding principles and measure of success for NDIS reforms has been shared with the Agency. Members discussed the current draft of advice related to palliative care for NDIS participants.

2025-26 IAC Work Plan

Members discussed the draft IAC Work Plan, and how the IAC Reference Groups will be supporting its delivery. 

Improving eligibility reassessments

Members heard about the NDIA’s approach to improving eligibility reassessments and the reasons behind this process. This included discussion on the approach and how the NDIA is seeking ways to improve it. Members shared that participants often find it hard to understand letters about eligibility reassessments. They also noted that there are additional constraints on participants and their families in regional, rural, and remote areas.en place, with 4000 participants attending. This feedback will guide the team in their design of foundational supports, ensuring services are trauma informed, culturally safe, and tailored to meet the needs of the disability community.

Members suggested local government could share how they get projects funded, advise how to improve communication to be more inclusive, and show how to best integrate services in a way that is most helpful for the community.

More information on the IAC

The IAC will next meet on Thursday, 26 June 2025. Find out more about IAC meetings and bulletins at the IAC website. The IAC publishes an Easy Read version of this bulletin, as part of its commitment to accessibility.