Turnbull Government has just placed a multinational corportion with an appalling human rights record at the first contact interface with the National Disability Insurance Scheme

“It has a history of problems, failures, fatal errors and overcharging”  [Senior Appleby compliance officer quoted in The Guardian on the subject of Serco, 7 June 2017]

If the National Disability Insurance Agency (NDIA) didn't have enough internal structural problems to deal with along comes the UK-based multinational Serco Group.

A group implicated in: human rights abuses in prisons and immigration detention centres it has managed; poor to unsafe health service delivery including at Fiona Stanley Hospital in Perth, overcharging for services rendered under government contracts, fraudulent record keeping and manipulating results when there was a failure to reach targets; mishandling of radioactive waste and labour rights abuses.

The Guardian, 23 Apri 2018:

Disability rights groups, Labor and the Greens have slammed a decision to hire the multinational outsourcing giant Serco in a key role administering the national disability insurance scheme.

The National Disability Insurance Agency (NDIA) announced on Friday afternoon that Serco, a company with a chequered corporate history, would help run its contact centres under a two-year contract.

The decision would put the company at the frontline of the NDIS, interacting frequently with people with disability and service providers, many of whom are still grappling with a vast, complex and sometimes confusing scheme.

 “Sourcing our contact centre services from Serco will give ongoing flexibility, responsiveness and value for money,” the NDIA said in a statement.

But the decision has outraged disability rights campaigners, who say Serco’s poor history abroad and its lack of experience in disability should have precluded it from any role delivering the landmark scheme. 

People with Disability Australia co-chief executive, Matthew Bowden, said he was “gravely concerned” that Serco would, like other third-party providers, fail to uphold the values, objectives and principles underpinning the NDIS.

“We have no details on what expertise Serco have in providing communication services for people with disability, or why the NDIA has decided to outsource such a vital part of its services,” Bowden said.

“The NDIA needs to hire more staff and make their communication avenues with people with disability more transparent. Instead, they are offloading their responsibilities, and requirements, to deliver services to people with disability.”

Paralympian Kurt Fearnley was among those expressing concern at the decision, saying Serco would be “racking their brains on how they can bring lived experience of disabilities into their workplace”.

“The NDIS will be worthless if people with disabilities aren’t at its core!” he tweeted.