In a bold move to highlight alleged abuses within Australia’s National Disability Insurance Scheme (NDIS), two independent investigative journalists have uncovered what they claim is blatant overcharging by service providers. Social media commentator Drew Pavlou and YouTube investigator Pete Zogoulas conducted an undercover operation targeting a Sydney-based cleaning company registered with the NDIS. Their findings have sparked renewed debate about the integrity of the multi-billion-dollar scheme designed to support people with disabilities.
Pavlou and Zogoulas, who have been probing NDIS-related issues for several months, began their investigation after speaking with a whistleblower from the cleaning sector. The insider revealed how easy it was to exploit the system, including charging double rates when cleaning for multiple NDIS participants sharing a space. “I know I’m ripping them off,” the whistleblower admitted in a recorded conversation. They also explained that providers often imposed a minimum two-hour charge, even for jobs lasting just 30 minutes.
To test these claims, the journalists set up a sting operation. Zogoulas booked an Airbnb unit in a Sydney suburb, deliberately leaving it mostly tidy with only a few towels on the floor. Posing as the carer for an NDIS participant, he hired the cleaning service for what was described as a quick job. “The time starts now. Let’s see how long they take to actually clean that room,” Zogoulas said as he observed from his car.
According to the pair, two cleaners arrived without any professional equipment, such as mops, cloths, or sprays. Instead, they reportedly used tissues found in the unit for wiping surfaces. The journalists timed the visit at around 25 minutes, noting that little actual cleaning was done; fingerprints remained on the fridge, mirrors were untouched, and used tissues were left in the bathroom bin. “They’ve taken 25 minutes… and now they’re leaving,” Zogoulas commented in real time.
The shock came with the invoice: $236.06 for two hours of work, including $116 for labour and $120 for non-labour costs like transport. “That’s 25 minutes… $236 for a 25 minute clean,” Pavlou reacted in disbelief. Zogoulas echoed the sentiment, calling the practice “beyond a joke” and highlighting how vulnerable NDIS participants might not challenge such charges. The company justified the bill by citing a supposed government-mandated two-hour minimum for NDIS jobs.
When confronted, the company director initially insisted on the minimum. “For cleaning it needs to be minimum 2 hours,” she said, claiming it was under NDIS rules. However, after the journalists pointed out that NDIS guidelines require accurate reporting with no such minimum, she backtracked. In a recorded exchange, she denied previously stating it was a rule, but the pair played back evidence: “I think for NDIS minimum 2 hours… that’s the rules, minimum 2 hours.” Faced with this, the director revised the invoice to $24.18, reflecting the actual time spent and scrapping the extra charges. “They took 90% of the bill away, which means they inflated my invoice by 10 times the amount,” Zogoulas noted.
The company disputes the account, stating that the caller refused to provide an NDIS number and agreed to the two-hour minimum during the booking on Australia Day. The owner acknowledged the lack of equipment due to the short notice but maintained the initial terms were accepted.
This incident is part of a broader pattern of concerns plaguing the NDIS. In early 2025, official figures showed that only 0.22 per cent of over 7,000 fraud reports led to prosecutions, with authorities citing overwhelmed legal systems. The federal government has pledged to intensify crackdowns on misuse, amid estimates that billions of dollars could be lost annually to fraudulent claims and over-servicing.
Pavlou and Zogoulas have extended their investigations beyond this case. They visited an NDIS provider in Fairfield that had been shut down for fraud, only to find it reopened days later under a new name. Their YouTube footage captured tense confrontations, including one staff member derogatorily referring to an investigator as “retarded” – a shocking remark from someone in the disability services sector.
To amplify their efforts, the duo launched a website called NDIS Exposed (ndisexposed.com), featuring video evidence from their probes and a petition urging action. The petition calls on Australian leaders to direct the National Anti-Corruption Commission (NACC) to launch an immediate investigation into NDIS abuses. It emphasises that such rorts not only drain taxpayer funds but also deprive those with disabilities of the support they deserve.
Pavlou summed up the urgency: “I’m just in disbelief that they wanted to charge almost $250 for barely 25 minutes of cleaning with no proper supplies. It’s alarming to think how many billions might be wasted through the scheme if this is typical practice.”
This is absolutely bizarre. How they abusing the system when people are struggling paying bills and rent
I’m a support worker and I have seen it for myself … both with a family member prior to joining and also since I’ve been employed which is now 2.5 years
Having worked for the ndis for a few years now, I can definitely say that it is a rort, which is why I quit. I couldn’t fathom how we weren’t doing more and that the coordinators would day sitting next to someone all day or taking them for a haircut when they can quite easily walk and go themselves was ok.
I don’t think that broad generalisations based on one example of alleged fraud is helpful. My experience of the NDIS is that it is mind numbingly bureaucratic and it is actually very difficult to access and get a workable plan. People can spend years trying to get access mainly because the NDIS takes a delay, deny and then defend approach. Not many people with disabilities have the resources to defend themselves against ‘model litigants’ who are happy to spend many multiples of a claim to block access.
This is also happening in Adelaide. The government needs to abolish this service and start again with a ligit system. I have read articles advertising “Do you want to become a NDIS provider ? It’s easy just apply now and start earning money to grow your business “.
Well done to the lads investigating these fraudsters.
The NDIS is a scam. My son has $100k of funding for nothing he needs. The supports he does need have all been rejected by NDIS. He received cleaning and mowing. The cleaning company has a minimum two hours, but the cleaner is wonderful and does stay two hours. The mowing takes 20 minutes, we get charged the two hours plus travel. You cannot find a provider who doesn’t charge the two hour minimum so you have to engage the service knowing they are ripping off the system. Meanwhile, the support he needs…he cannot access!
We all contribute through our taxes with the expectation that those funds are managed responsibly, transparently, and for the benefit of the public. Any system that allows exploitation or unfair advantage undermines trust in government programs and places legitimate small businesses at a disadvantage.
This has been going on for years, there are many people who need this funding and are told (NO).
I did not know that there was so many businesses running in a small location, this is a disgrace that local, state & federal governments are allowing this ongoing disgrace in Australia, and my tax es, are going to people that are taking advantage of Australia and there peoples.
I am so very keen for this investigation to go even further, we as a country are going bust – over NDIS services that are not only more expensive than they should be: but they are not giving what they offer.
My adult son, who lives in a supported NDIS living establishment, and I am happy with that, no problem, but he goes to Aruma a couple of days a week. However, last week, during a one-on-one supervision day, he had a fall and broke bones in his wrist/arm. He has serious vision loss, and the one-on-one service is obviously not working!
I do not deal with the finances part of it, but it does look pretty grim, if you ask my son to sign a piece of paper, he would sign it, but would not know what it is that he is signing. Then, he would not complain, as he would be afraid of the consequences of complaint.
Obviously, the whole system needs a very thorough review.
My mum gets an ndis “package”. The gardener. Ones and mowed the tiny lawn around mum’s unit and claims two hours work – he’s lucky to be there 20mins. Mums been provided with an expensive “hospital” even though she was comfortable with her own bed – she was told she had x amount of dollars to spend so nay as well have the new bed. Tax payers money is being thrown around. And yet a friend’s mother who really needs the help can’t get it!! I shudder to think of the wasted money!!