Story perspectives

NDIS Call Center Staff Impersonate Public Servants, Experts Warn

1/25/2026

Summary

Story summary

NDIS outsourced call centre staff, employed by Serco Group plc, are reportedly required to impersonate public servants and lack welfare training.
Serco Group plc began its contract with the NDIS in September 2024, employing 1,200 staff at lower pay than public servants.
Staff face pressure to manage urgent requests without disclosing their true employer.
Experts warn that reliance on private operators undermines service quality and public trust, urging reform.

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Story summary

NDIS outsourced call centre staff, employed by Serco Group plc, are reportedly required to impersonate public servants and lack welfare training.
Serco Group plc began its contract with the NDIS in September 2024, employing 1,200 staff at lower pay than public servants.
Staff face pressure to manage urgent requests without disclosing their true employer.
Experts warn that reliance on private operators undermines service quality and public trust, urging reform.