Substandard NDIS management

The struggles and suffering of Adelaide man Peter Wilson, 55, who had two strokes, went blind and developed vascular dementia, highlight why the NDIS is vital for our most vulnerable citizens with severe disabilities. As national crime correspondent David Murray reported on Tuesday’s front page, the cruel mistreatment of Mr Wilson by shonky NDIS operator Cocoon SDA Care, which overcharged him, left him stuck at home for months, unable to visit Bunnings (which he enjoyed) and without the incontinence products he needs, highlights why the scheme must be overhauled so issues are remedied in a timely way. Clients and their families need clear guidelines about who to complain to when providers appear to be breaking rules, wasting money and claiming for services not provided, with processes for complaints to be followed up.

Mr Wilson’s 81-year-old mother, Carol Wilson, is one of dozens of people who have sought help against Cocoon over the past five years, to no avail. Three weeks ago, we revealed that Cocoon had been the subject of 32 tip-offs to federal authorities from late 2020 to February this year, with authorities told the company and its associates may have been claiming for services that were never provided.

Murray reported that whistleblower Tanya Quinn, who was Cocoon’s CEO for a week, reported her concerns to former NDIS minister Bill Shorten in August 2023. And on Saturday we reported that Carers Queensland chair Jim Toohey was emailed a warning in 2021 that people with disability were at risk from Cocoon, which was responsible for their safety and welfare, and was a rapidly expanding company. A senior Cocoon manager explained to Mr Toohey that he was resigning from the company after losing sleep over the danger posed to vulnerable people with acute needs.

Action against Cocoon SDA Care and its parent company, Horizon Solsolutions Australia, finally began in March, when the National Disability Insurance Agency started reviewing all NDIS payment claims submitted by the company, and the NDIS Commission put forward a proposed permanent ban on the company and its sole director, Muhammad Latif. Cocoon was founded and run by former bankrupt taxi driver Zaffar Khan. Mr Khan said on Monday that the firm’s payment plans for Mr Wilson “aligned with the expenses we incurred”. He claimed “an acknowledged error occurred here and was self-detected by Cocoon, and we initiated corrective action and reporting to the agency”. An NDIS participant had been inconvenienced and that did not “reach the service standard we wish to fulfil”. Refunds had been initiated “in line with our compliance obligations”, he said. As NDIS Minister Mark Butler seeks reform, he must step up due diligence on provider firms. Better oversight is needed to protect taxpayers and vulnerable clients such as Peter Wilson, loved ones and carers.