NDIS Commission launches First Nations Hub; training portal unavailable; launch of inquiry into seclusion practices...

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In this month's edition

• Message from the Commissioner and Associate Commissioner
• NDIS Commission launches First Nations Hub
• NDIS Commission worker training portal unavailable
• New pilot Community Check-In Program to strengthen NDIS safeguards in the NT
• NDIS Commission launches inquiry into seclusion practices
• The new NDIS Commission Portal is live: what to do now
• Strong incident reporting practices help protect NDIS participants
• NDIS Commission pursues provider and support worker following tragic death of participant
• Greater clarity for people applying to become behaviour support practitioners
• New tool for reviewing and improving behaviour support plans
• Fair Work Ombudsman’s Disability Support Services Sector Inquiry
• Compliance action monthly update

Welcome to the October edition of NDIS Commission News.

We’re pleased to share that the new NDIS Commission Portal went live this month. The new portal provides a more streamlined and user-friendly experience for providers. It will also support more efficient management of registrations, reportable incidents, worker screening and behaviour support activities. Read more below about what providers need to do during the transition period.

We’ve launched an inquiry into the use of seclusion in disability support services, following reports that current practices may inappropriately limit the freedoms of people with disability. The inquiry will:

• seek to understand the causes and impacts of these practices
• assess whether existing safeguards are effective
• develop recommendations to strengthen oversight, improve provider practices, and maximise participants’ independence, autonomy and freedom of movement.

The inquiry will shine a light on practices that can have serious impacts on people's freedom, dignity, wellbeing and human rights. The article below has more information, including how you can get involved. You can also watch our video about the inquiry.

We're also very pleased to announce that we've launched a new First Nations Hub on our website. The Hub has a range of resources to help First Nations people with disability, their families, carers and communities better understand the NDIS Commission and our role in supporting safe and quality NDIS services.

We developed the Hub in response to feedback from First Nations participants, communities and stakeholders, who identified a need for more culturally appropriate and accessible information about the NDIS Commission. The project was informed by consultation with advocacy organisations, Remote Community Connectors, the National Disability Insurance Agency and the Aged Care Quality and Safety Commission. It was also tested with First Nations communities during remote visits. We encourage you to take a look at it.

A reminder to read our Provider alert about emergency management, particularly as we head into bushfire season.

Finally, remember you can forward this newsletter to anyone you know who would benefit from it, and encourage them to sign up online.

Louise Glanville and Natalie Wade
NDIS Quality and Safeguards Commissioner and Associate Commissioner

Working alongside First Nations people with disability and other stakeholders, we’ve launched a First Nations Hub on our website. The Hub brings together culturally appropriate information and resources to support First Nations participants, families, carers, communities, providers and stakeholders.

We developed the Hub to improve awareness and understanding of participant rights, complaints pathways and the role of the NDIS Commission. On the Hub, you’ll find a suite of resources including a First Nations Participant Pack, visual storyboard, videos, posters and postcards, social media assets, in-language audio, and a First Nations Communication Toolkit.

We’re committed to listening to First Nations people with disability, their families and communities. We want people to feel safe speaking with us and confident that their voice matters.

Key takeaway

The First Nations Hub makes it easier for First Nations participants, families and communities to access culturally appropriate information about participant rights, and how to make a complaint if something doesn’t feel right.

On 22 October, several Australian Government websites were taken offline due to a software vulnerability. The issue impacted PHP, a technology used in many websites and web applications. Websites were taken offline as a precaution after advice from the Australian Signals Directorate’s Australian Cyber Security Centre.

The NDIS Commission worker training portal is one of the services affected and is currently unavailable. Please note that this issue does not affect the new NDIS Commission Provider Portal (see article below).

This will affect workers completing training, including those trying to access the Worker Orientation Module. We apologise for any inconvenience. To support the sector, we’re working towards making a simplified version of the Worker Orientation Module available on the Commission’s website in the coming week.

Providers undergoing NDIS audits will not be disadvantaged by the temporary unavailability of the worker training portal where they can demonstrate appropriate induction arrangements are in place and commit to completing the Worker Orientation Module once available.

We will provide further guidance to providers, and updates on the training portal’s availability will be made available on the Worker training portal page of the website.

Key takeaway

The NDIS Commission worker training portal is currently unavailable following advice from the Australian Signals Directorate’s Australian Cyber Security Centre. Please note that this issue does not affect the new NDIS Commission Provider Portal.

The NDIS Commission has launched a pilot Community Check-In Program in the Northern Territory to strengthen safeguards for NDIS participants and help prevent harm in regional and remote communities.

We place a strong focus on the quality and safety of service delivery in regional, rural and remote communities, particularly across the Northern Territory. This focus has highlighted the need for stronger local engagement mechanisms to identify participant harm, service disruption and emerging risks that may not be visible through traditional complaint pathways.

Supporting our ongoing regulatory and compliance activities, the Northern Territory Disability Advocacy Consortium (DAC) will deliver a program of accessible and culturally safe engagement. Local disability advocates will conduct check-ins with NDIS participants, families, carers and community leaders to strengthen community connections and gather feedback.

The pilot Community Check-In program will help identify emerging safeguarding concerns, facilitate access to advocacy and referral pathways, and provide local insights to help the NDIS Commission identify and respond to risks sooner.

The program will also support the implementation of recently passed NDIS legislation that introduces new offences for providers who offer or give kickbacks and inducements, further strengthening safeguards. 

The pilot program began on 1 September 2026 and will run for 12 months.

Key takeaway

The NDIS Commission has launched a pilot Community Check-In Program in the Northern Territory to strengthen safeguards for NDIS participants.

The NDIS Commission has launched an own motion inquiry into the use of seclusion in disability support services. It will examine whether some of these practices result in deprivation of liberty for NDIS participants, contravening the United Nations Convention on the Rights of Persons with Disabilities.

The inquiry will investigate how often seclusion occurs, the circumstances in which it's used, and its impact on people with disability. The inquiry will also consider whether current safeguards adequately protect participants' rights, freedoms and autonomy.

We initiated the inquiry following complaints, reportable incidents and other regulatory intelligence available to us. Concerns have been raised that some practices may unnecessarily or unlawfully limit a person's freedom of movement. These include situations where a participant is prevented from leaving a room, area or environment, or believes they’re unable to leave.

Findings from the inquiry will inform recommendations to strengthen safeguards, oversight and accountability across the disability sector. We’ll also identify barriers to preventing and eliminating seclusion. This will support broader reforms aimed at ensuring disability supports uphold the rights, dignity and independence of people with disability.

The inquiry is expected to deliver its findings and recommendations in February 2027. Insights arising during the inquiry may also inform the NDIS Commission's regulatory, policy and practice activities. Any concerns about participant safety or non-compliance identified through the process will be managed through established regulatory and referral pathways.

Get involved

People with disability and their experiences will be central to the inquiry. We invite contributions from participants, families, carers, advocates, providers, workers, peak bodies, researchers and other interested stakeholders. Contributions may include lived experience, observations, evidence, research, examples of practice, or insights into the use, prevention and elimination of seclusion in disability supports.

For more information, visit our website. We will continue to update the webpage with new information and developments throughout the inquiry.

Key takeaway

The NDIS Commission has launched an own motion inquiry into the use of seclusion in disability support services. We’ve done this because these practices can limit a person’s right to liberty and raise serious concerns about their safety, dignity and human rights.

The new NDIS Commission Portal went live on 12 October 2026. Registered providers should now use it for new registration activity, reportable incidents, behaviour support plans and worker screening. Your obligations and the NDIS Practice Standards have not changed.

Using 2 portals

For a period, you’ll need to use both portals. So, start new work in the new portal. Finish work already underway in the existing portal.

For example, incidents lodged before 12 October should continue to be managed in the existing portal until they’re closed. If a periodic audit is not yet scheduled, book it in the new portal. Finish any audits already underway in the existing portal.

Before starting a task, check which portal you should use. Check the Which portal do I use? page of our website for guidance.

Check your team's roles

Review staff access and role assignments in the new portal. Roles in the new portal may differ from those in the existing portal. The Provider Toolkit has detailed guidance on managing access and roles.

Signing in has not changed. Use PRODA or myID, with RAM authorisation.

If something isn't working

Check the Top call centre questions page and the Provider Toolkit for the latest information and workarounds. We update guidance as issues are found and fixed.

Help

Contact Centre 1800 035 544 (weekdays). TIS National 131 450. National Relay Service 1800 555 677.

Key takeaway

The new NDIS Commission Portal went live on 12 October 2026. For a period, you'll need to use both portals. Providers should review their access arrangements to ensure staff have the appropriate permissions to perform their duties.

The NDIS Commission is reminding NDIS providers that timely incident reporting is a critical safeguard that helps protect participants from harm, and supports the delivery of safe, high-quality services.

Reporting serious incidents allows us to identify and respond to risks, monitor provider performance, and take action to improve the quality and safety of supports across the Scheme. Delays in reporting can place participants at risk, limit opportunities for early intervention, and undermine the effectiveness of the NDIS safeguarding framework.

Under the NDIS Act, registered providers are legally required to notify the NDIS Commission of reportable incidents within prescribed timeframes. A reportable incident is an act or event that has happened, or is alleged to have happened, in connection with the delivery of NDIS supports or services. This includes incidents that have already been managed through a provider’s internal incident management system.

Providers have a fundamental responsibility to deliver safe and competent supports, and prompt reporting is an important part of meeting that obligation.

Reporting through the new portal

Registered providers can use the new NDIS Commission Portal to lodge a new reportable incident, including the 24-hour and 5-day report. They can also manage incidents lodged from 12 October 2026, including responding to a request for information. Any incidents lodged and started in the existing portal up to 12 October 2026 need to be managed and completed in the existing portal.

If you experience any access issues or difficulties lodging new reportable incidents in the new portal, please refer to: NDIS Commission portal (New): Guidance or contact the NDIS Commission on 1800 035 544.

For more information about reportable incidents, visit the Incident reporting page of the NDIS Commission’s website.

Key takeaway

We're reminding providers that timely incident reporting is a critical safeguard that helps protect participants from harm and supports the delivery of safe, high-quality services.

The NDIS Commission has begun legal action in the Federal Court of Australia against Amicus Community Services Limited and a former support worker following the tragic death of NDIS participant Joanne Keogh. 

The NDIS Commission alleges that between September 2020 and May 2021, Amicus failed to ensure that its support workers had the necessary qualifications, training and experience to properly provide supports to Joanne Keogh, and on numerous occasions failed to provide support to Ms Keogh, placing her at a significant risk of harm.

On 6 May 2021, Ms Keogh suffered an epileptic seizure, fell from her bed and stopped breathing. It is alleged Georgina Knox, her support worker at the time, failed to respond to an alarm triggered by her seizure and fall, and failed to check on her at least hourly during the night.  Ms Keogh was discovered unresponsive by another support worker some 8 hours later.

We're seeking financial penalties against Amicus for numerous breaches of the NDIS Practice Standards, and against Ms Knox for a failure to comply with her obligation under the NDIS Code of Conduct to provide supports to Ms Keogh in a safe and competent manner.

In May 2023, the NDIS Commission permanently banned Ms Knox from being involved in the provision of supports or services to NDIS participants. Given the gravity of Ms Knox’s alleged failings on the night of Ms Keogh’s death, the NDIS Commission has sought to also include Ms Knox as a defendant in the proceeding. 

The court proceedings follow a lengthy investigation by the NDIS Commission.

Key takeaway

The NDIS Commission has begun legal action in the Federal Court of Australia against Amicus Community Services Limited and a former support worker following the tragic death of NDIS participant Joanne Keogh.

The NDIS Commission has updated the Positive Behaviour Support Capability Framework and associated practitioner resources. We’ve done this to provide greater clarity and transparency about the relevant qualifications we look at, when considering whether someone is suitable to be a behaviour support practitioner.

Updated resources include:

• Positive Behaviour Support Capability Framework
• Self-Assessment Resource Guide
• New Behaviour Support Practitioners: Applying for Suitability Fact Sheet.

We’ve also updated our internal assessment processes to align with the revised resources. The updated assessment approach will apply to new applicants seeking suitability as an NDIS behaviour support practitioner from 18 December 2026.

These changes don’t affect:

• existing NDIS behaviour support practitioners who we’ve already considered suitable
• practitioners undergoing the new entry-level reconsideration process.

We’ll continue to consider qualifications alongside other evidence of an individual's knowledge, skills and capability when considering suitability as an NDIS behaviour support practitioner.

We encourage specialist behaviour support providers to review the updated resources and use them as part of onboarding, recruitment, supervision and workforce planning arrangements for prospective practitioners.

This work forms part of the NDIS Commission's work to strengthen practitioner capability and improve the safety and quality of behaviour support services under the NDIS.

Over the coming year, we’ll engage with the sector on ways to further strengthen practitioner capability, workforce development and behaviour support practice.

Key takeaway

We’ve updated the Positive Behaviour Support Capability Framework and associated practitioner resources so providers and applicants can better understand the relevant qualifications we look at when considering suitability.

A new evidence-informed resource is helping behaviour support practitioners strengthen the quality of behaviour support plans. The Positive Behaviour Support Plan Quality Assessment (PBSP-QA) tool provides a practical framework for reviewing and improving behaviour support plans.

Developed through research, testing and consultation, the tool incorporates insights from disability support workers and people with lived experience of positive behaviour support. 

The NDIS Commission will use the tool to support the reduction and elimination of restrictive practices.

The PBSP-QA was developed by University of Queensland researchers Professor Karen Nankervis and Dr Maria Vassos, with support from our Enabling Practitioner’s Grant. It was further refined through testing and refinement undertaken with the NDIS Commission.

Learn more and access the PBSP-QA on the University of Queensland website.

Key takeaway

A new evidence-informed resource – the Positive Behaviour Support Plan Quality Assessment tool – is helping behaviour support practitioners strengthen the quality of behaviour support plans. 

Since last year, the Fair Work Ombudsman has been undertaking a formal inquiry into the disability support services sector to better identify non-compliance, deter unlawful practices, and improve conditions for employers and employees. As part of the inquiry, they’ve been hosting open forum events to hear people’s personal workplace experiences and ideas for improvement.

The forums were held throughout Australia during October. The next will take place in Darwin on 12 November.

You can also contribute to the inquiry by email if you can’t attend.

Current and former employers, employees and contractors within the disability support services sector are welcome to share their personal workplace experiences and ideas for improvement.

More information is available on the Fair Work Ombudsman website.

Key takeaway

The Fair Work Ombudsman is hosting open forum events to hear people’s personal workplace experiences and ideas for improvement.

We issued 47 compliance actions against NDIS providers in September, including 32 revoked registrations and one compliance notice. We also issued 14 banning orders against providers found to have breached the NDIS Code of Conduct. These ongoing actions contribute to making the NDIS a safer and more supportive environment for people with disability. View the compliance actions taken on our website.

Resources for providers

Our website has a range of resources to help you deliver safe and quality services and comply with your registration:

• Provider registration
• Worker resources
• NDIS Code of Conduct
• Worker screening
• NDIS Practice Standards
• Reportable incidents
• Incident management
• Workforce Capability Framework

Resources for behaviour support practitioners

• Understanding behaviour support and restrictive practices – for providers
• Rules for behaviour support and restrictive practices