A commission spokesperson said they could not respond to questions about a specific business, but generally said all participants have “the right to access safe and ethical supports and services”.
“The NDIS Commission can take serious action against providers not fulfilling their duties to NDIS participants,” the spokesperson said.
The move comes after Safi’s company was cleared over separate complaints from a support worker and a parent over the treatment of a man living with autism in its Narre Warren South accommodation.
The Age can reveal one of the unsuccessful complaints was lodged last February with the NDIS Quality and Safeguards Commission, over the man’s treatment.
Another complaint was lodged by the parent with the Victorian Disability Workers Commission in the same year, and was also dismissed.
The parent was told without the involvement of her son, who lives with several disabilities, no action could be taken.
The NDIS commission complaint was authored by independent support worker Cody Stonehouse, and lodged by the client’s mother, who has asked not to be named to protect the privacy of her adult son.
While no action was taken, the mother was told the information would be used in future probes.
The mother said she was contacted by the NDIS Commission on Friday after inquiries by this masthead.
She was asked to resubmit Stonehouse’s complaint, she said, as the regulator has launched a review of potential conflicts of interest in NDIS providers that offer both property and support services.
The commission’s response to the mother last September also highlighted the regulator was managing a “dramatic increase” in complaints with some languishing for “a long time”.
Stonehouse’s complaint, which was also sent to a co-worker, obtained by this masthead, outlined a string of allegations against Willow including under-staffing, over-charging and poor communication.
“It’s my professional opinion … that WSS is engaging in unethical and potentially fraudulent practices, which in turn, is impacting [the client’s] mental health,” Stonehouse wrote, highlighting an alleged discrepancy between the charged hours and services provided.
“Ultimately, I feel that the property that [the client] was living in was a toxic environment for him and has caused more damage to his mental health than good.”
Jody Turncliffe, who has worked in disability for 30 years, and is familiar with the case replied: “Thank you so much for this thorough chronology of your experience and observations of WSS ... your statements, in my view, constitute a number of breaches and poor practice by WSS as an NDIS Provider.”
In an interview, Stonehouse said “nothing was up to scratch” at Willow Support Services compared to the more than dozen other NDIS providers he has worked with over the past six years. He also resubmitted his complaint to the NDIS Commission on Friday.
“It was pretty awful if I’m going to say the least,” he said.
The man’s mother told this masthead the experience dealing with Safi’s company had been incredibly stressful.
“It was an absolute shitshow. It wasn’t good for [my child], it wasn’t good for us,” she said.
This masthead sent a copy of the NDIS Commission complaint to the Liberal Party and Safi, with questions about quality of care offered. A Liberal Party spokesperson issued a statement defending the company.
“In November of last year, Willow Support Services (WSS) underwent a routine audit by the NDIS Quality and Safeguard Commission and was found to be compliant with NDIS rules and regulations,” the party spokesperson said.
“During [its] time as the support service for the client in question, WSS was committed to providing the highest quality care.”
NDIS Quality and Safeguards Commission’s then-acting commissioner Michael Phelan responded to the joint complaint last September stating no action would be taken, but intelligence would be used in future investigations.
“Since the NDIS Commission started in 2018, we have experienced a dramatic increase in the number of people contacting us to request assistance,” Phelan wrote in an email addressed to the parent.
“This has resulted in us needing to work through many thousands of complaints, some of which have been in our queue for a long time.”
This masthead visited the Narre Warren property last month to find it was no longer being used as NDIS accommodation.
An advertisement for the property marketed as “supported independent living” has since been removed from Willow Support Service’s social media page.
The company continues to offer accommodation services in Melbourne’s south-east, a Liberal source, not authorised to discuss the matter publicly, said.
The company’s website claimed it employed more than “50-plus professionals” although when queried Safi’s spokesman said that included past and present contractors as well as staff.
Other companies previously owned by Safi published fake reviews and used outdated addresses.
Labor senator Jana Stewart referred Safi’s businesses to the NDIS Quality and SafeguardsCommissioner and other regulators for investigation in April, citing concerns with the fake reviews and deregistered companies.