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Outsourced call centre staff at NDIS have to pretend to work for government, workers say

25.01.2026 16:00 | The Guardian World

Serco employees also say they are given email addresses identical to public servants, making them indistinguishableGet our breaking news email, free app or daily news podcastOutsourced call centre staff on the national disability insurance scheme (NDIS) phone lines must pretend to be public servants, according to workers, and are responsible for deciding which funding requests are prioritised despite having no specialised welfare training.Workers at Serco, a major outsource provider, have also been issued government agency email addresses, making it impossible for the public to tell them apart from direct employees despite vast differences in their pay, conditions, training and support. Continue reading...

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