Outsourced call centre staff at NDIS have to pretend to work for government, workers say | Australia | The Guardian

Workers at a Serco call centre, outsourced to handle the National Disability Insurance Scheme (NDIS) in Australia, claim they must pretend to be government employees and decide on funding requests without proper training. Despite being issued government-like email addresses, these workers lack specialized welfare training and financial qualifications, raising concerns about the quality of service provided to vulnerable individuals. The outsourcing model, which aims for efficiency, is criticized for prioritizing profit over worker wellbeing and service quality.