NDIS Workers Endangerment Continues as Critical Safety Measures Face Three-Year Delay
Frontline staff working for the National Disability Insurance Scheme are experiencing alarming levels of violence, harassment and intimidation while essential safety reforms face significant implementation delays. Despite a comprehensive review identifying urgent security risks, the agency responsible does not plan to fully implement basic protective measures until February 2027.
Disturbing Pattern of Incidents and Threats
Lawrence, a pseudonym for a long-serving NDIS employee, has experienced multiple dangerous situations throughout his career. He narrowly avoided physical assault at a hospital, witnessed a participant throwing a table through a glass window at a service centre, and observed another attempting to smash glass and run over staff using a power wheelchair. Additionally, he has been filmed and livestreamed without consent during work duties, received death threats, regularly handled calls from distressed participants threatening suicide, and worked through service centre lockdowns and evacuations.
These experiences reflect broader patterns identified in the government-commissioned safety review conducted by Graham Ashton in 2023. The investigation was initiated following a serious incident where a Services Australia staff member was stabbed at a facility shared with NDIS offices.
Review Recommendations and Implementation Timeline
The Ashton review produced thirty-six urgent recommendations aimed at enhancing safety and security for frontline NDIS personnel. However, despite the report being presented to NDIS management in May 2024, the government took fifteen months before sharing it with staff and their union representatives.
Documentation reveals that the National Disability Insurance Agency does not intend to fully implement fundamental physical security measures until 2027. These include:
- Comprehensive CCTV coverage across all service centres
- Installation of lockable security barriers
- Implementation of opaque glass barriers for staff protection
An NDIS spokesperson stated the agency remains committed to implementing all review recommendations and has already made considerable progress. They highlighted several initiatives commenced in early 2024, including deploying security officers to all sites, updating lockdown and evacuation procedures, redesigning front-of-house areas at high-risk centres, upgrading CCTV facilities, and introducing mental health training and wellbeing programs.
Union Criticism and Ongoing Risks
Beth Vincent-Pietsch, deputy national president of the Community and Public Sector Union, has described the NDIS implementation timeframe as "outrageous". She argues that current measures are insufficient and piecemeal, failing to address immediate dangers facing staff.
"They need to have control measures in place now to deal with the fact that people are getting damaged now," Vincent-Pietsch emphasised. She cited multiple serious incidents reported since the Ashton review was presented, including one where an individual arrived at an NDIS service centre, doused themselves in petrol, and threatened self-immolation.
Official NDIS data reveals that between August and October 2025 alone, there were 445 security incidents across service centres. These included sixteen high-severity cases involving:
- Multiple suicide and self-harm threats by participants
- Threats to harm or kill staff and treating physicians
- Bomb threats targeting a local primary school
- Actual physical assaults on personnel
Understanding Participant Frustration
The Ashton review acknowledged the "professionalism and commitment" of NDIS staff while noting they often become focal points for participant and public frustration. The report found that participants visiting service centres frequently arrive already frustrated, and unsuccessful in-person interactions can escalate tensions further.
Both Vincent-Pietsch and Lawrence express significant sympathy for participant frustrations. "These are some of Australia's most vulnerable people," Vincent-Pietsch noted, highlighting that participants have experienced support reductions, plan changes, and limited review capacities.
"I understand the frustration and so do the Australian public service employees. They really do care deeply about the participants in the scheme," she added, emphasising the need for proper safety measures to ensure positive interactions.
Staff Demographics and Legislative Changes
Recent Australian Public Service census data indicates that 22% of NDIS staff have disabilities themselves, compared to 5.8% across the broader APS. The NDIA points to their 2025 staff census showing over 80% positive responses on health and wellbeing measures, exceeding APS averages.
Lawrence has observed a noticeable shift in participant interactions since October 2024, when new legislation affecting NDIS support was introduced. "The issue is there's wariness from participants about how changes to legislation are going to impact their funding," he explained. "When those policies and rules change, we're the ones who have to communicate it. And really, in terms of staff safety, when you have to communicate difficult decisions to people, there's always going to be, unfortunately, a potential for a rise in aggressive behaviour."
Call for Immediate Action
Lawrence believes simple measures recommended by the Ashton review could be implemented immediately to significantly improve staff safety. "At the end of the day, the agency lacks a lot of very basic things that you could put into an office ... and if you did that staff would be safer," he stated, specifically mentioning secure meeting rooms, lockable barriers and comprehensive CCTV coverage.
The ongoing delay in implementing these fundamental protections continues to place frontline disability support workers at unnecessary risk while they perform essential services for some of society's most vulnerable members.
