Australia’s Disability Strategy 2021–2031 Outcomes Framework: Second annual report

People with disability are more likely to experience violence, abuse, neglect and exploitation, and fare worse in institutional contexts (such as group homes and boarding houses). They are also more likely to become victims of crime. Protecting people with disability from such harms is essential to maximising their safety and equality (Australia’s Disability Strategy 2021–2031).

NDIS complaints abuse and neglect

The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent agency established to improve the quality and safety of NDIS supports and services. One of its functions is to assess, manage, conciliate and resolve complaints relating to the supports and services of NDIS providers. Anyone can make a complaint to the Commissioner about issues with supports and services from an NDIS provider (NDIS Commission 2022a). 

Complaints made to the NDIS Commission are classified into 4 categories: provider practice, provider policies and procedures, worker conduct or capability, and alleged abuse and neglect. ‘Abuse and neglect’ include financial abuse. For the quarter 
April‍‍–June 2023, less than 1 in 5 (18%) of complaints related to alleged abuse and neglect (NDIS Commission 2023).

The NDIS Commission deals with complaints through a range of actions, including helping complainants to resolve the issue themselves, asking the provider to resolve the complaint directly, holding conciliation meetings, or formally investigating the situation (NDIS Commission 2022b).

The desired key system outcome for this measure is that NDIS services are high quality and safe. 

Revised results at baseline: 2021–22

• In 2021–22, the NDIS Commission received 838 complaints related to alleged abuse and neglect for participants aged 7 or over, a rate of 1.9 complaints per 1,000 NDIS participants.
• The baseline rate is higher than previously reported due to the NDIS Commission providing revised data.

Latest results: 2022–23

• In 2022–23, the NDIS Commission received 1,132 complaints related to alleged abuse and neglect for participants aged 7 or over, a rate of 2.2 complaints per 1,000 NDIS participants. 
• This was an increase of 0.3 complaints per 1,000 NDIS participants indicating no change since the Strategy began.
• With both the number of complaints and the number of active NDIS participants changing over time, more data are needed before a trend for this measure may emerge.

Things to consider when interpreting results

• Complaints made to the NDIS Commission relate specifically to concerns regarding NDIS supports or services. 

• The number of complaints reported is a subset of total complaints made to the NDIS Commission so may not align with other publicly released complaints reports, including the Quarterly Performance Report.

• The measure does not capture the outcomes of the complaints, the reporting of which can be quite complex. Complaints may span more than one area and there are many ways in which they can be resolved. Complaints can also be re-opened.

For more information on this measure, including breakdowns of the data, see Australia’s Disability Strategy Outcomes Framework | NDIS complaints abuse/neglect.

For figure notes, see Appendix C: Figure notes and sources.

For more information on this measure, including breakdowns of the data, see Australia’s Disability Strategy Outcomes Framework | NDIS complaints abuse and neglect.

Experience of violence

Acts of violence can affect anyone; however, people with disability may be especially vulnerable (AIHW 2022). For reporting against this measure, violence is defined according to the ABS PSS as any incident involving the occurrence, attempt or threat of either physical or sexual assault experienced by a person (ABS 2021–22). Emotional abuse is excluded.

The Outcome Framework intended to track the proportion of people with disability aged 15 and over who have experienced violence, compared with people without disability. Measure wording has been revised in this report to reflect available data more accurately (see Appendix B: List of measures).

Due to the nature of the available data, which does not collect information from people aged 15–17, the measure is reported here as:

• Proportion of adults with disability aged 18 and over who have experienced violence since age 15, compared with adults without disability. 

The desired population outcome for this measure is a reduction in the gap between safety for people with and without disability. 

For more information on this measure, including breakdowns of the data, see Australia’s Disability Strategy Outcomes Framework | Experience of violence.