IAC meeting bulletin, 5 November 2025
The Independent Advisory Council (IAC) met online on 5 November 2025. At the meeting, they discussed:
What they have heard in their communities
The Agency’s complaints process
An update from the NDIS Fraud Fusion Taskforce
An update on the IAC’s Home and Living advice.
Principal Member Leah van Poppel led the meeting.
What members have heard in their communities
Members raised some community concerns that the Agency is removing young children with moderate psychosocial needs from the Scheme. The community want assurance that this is not happening. The Agency shared data which showed it was removing very few children in this category.
Members shared ongoing concerns the Agency’s communications are unclear or can contain mixed messages. This includes when some providers receive generic ‘cease and desist’ letters about fraud, abuse and non-compliance without accusations or specific details. Members also raised issues with clarity of participant communications.
The Agency acknowledged concerns around its communications was an ongoing issue. To improve participant communication, it is trialling a new contact centre phone system. This is where a participant gets an SMS, asking them to call back. The trial is occurring over the next few months.
Members shared success stories from local projects and events that are increasing community inclusion and benefits to people disability in rural and regional areas.
Members shared community frustrations at continued delays within plan reviews. Participants feel this process is expensive, and leaves questions over how funds are allocated. Providers feel unsure about the process. Members say any confusion decreases the public’s confidence, while increasing anxiety among providers and participants.
Members noted that plan cuts were taking place without participants’ knowledge. This can lead to participants spending large parts of their monthly budget too soon within the plan. In some cases, this is leaving providers out of pocket or unable to continue services. Members recommended improved Agency communications. The Agency noted it was aware of and monitoring the issue.
Complaints process update
The Agency’s Branch Manager of Complaints gave Members an overview of the Agency’s complaints process. Members gave feedback about research and practice.
Fraud Fusion Taskforce update
The Agency’s Integrity Transformation and Technology Service updated Members on its Integrity Transformation Program. The Agency wants to bring more confidence to its online systems, including the mobile app, to guarantee better security. The fraud crackdown project is on time and within budget.
IAC Advice update
The IAC’s Senior Independent Advisor updated Members on the progress of the Home and Living advice. Members provided feedback.
More information on the Reference Group
The IAC will next meet on 2-3 December 2025 in Hobart and online. Find out more about IAC and Reference Group meetings and bulletins at the IAC website.
Information in Easy Read
The IAC publishes an Easy Read version of this bulletin. This is part of its commitment to accessibility.