The National Disability Insurance Scheme (NDIS) is designed to empower people with disabilities by providing funding for essential support and services. However, a troubling pattern has emerged, with some NDIS clients claiming they are being exploited by unregistered providers who operate with minimal oversight.
These allegations, highlighted in a recent investigation by A Current Affair, expose significant vulnerabilities in the system, raising questions about the protection of some of Australia’s most vulnerable citizens.
Dallas Drinkwater, a 27-year-old living with a rare neurodegenerative disease, is one such client. Despite her fierce independence, she relies on support for daily tasks and self-manages her NDIS funding. In 2020, she hired Kayla Pethybridge, an unregistered provider, through an online platform for independent support workers.
Initially, the arrangement seemed promising, but Dallas soon faced troubling demands. She claims Pethybridge asked her to submit invoices for hours and days not worked, exploiting Dallas’s difficulty in refusing requests. “I’m really not good at saying no to people,” Dallas told A Current Affair, explaining how she complied with the requests.
Dallas’s father, Michael Bale, who initially hired Pethybridge, noted that the provider soon requested private payments at rates typically charged by registered NDIS providers, far exceeding standard support worker fees.
This arrangement strained Dallas’s relationship with her family, as Pethybridge allegedly discouraged contact with them. Dallas recounted receiving harsh messages from Pethybridge, including remarks like “no wonder you have no one in your life,” which left her feeling trapped and fearful of repercussions if she disobeyed.
In a particularly distressing incident, when Dallas was hospitalised for a routine procedure, Pethybridge falsely informed her family that her organs were shutting down and advised them not to visit.
For Michael, who had already lost a son to the same illness, the news was devastating. “My world fell apart,” he said. The working relationship ended after three years, but Dallas remains shaken, even changing her locks after Pethybridge retained a key to her home.
Another client, 24-year-old Brandon King, who receives NDIS support for autism, ADHD, and mental health challenges, alleges he was overcharged more than $82,000 over six months by Pethybridge for rent and care.
Invoices revealed discrepancies, including charges for 28 hours of work in a single day on multiple occasions, totalling 50 hours overcharged. While Pethybridge described these as a “mix-up” and agreed to amend the invoices, Brandon said the experience pushed him to a “breaking point.”
He also noted that two of Pethybridge’s employees, a former bricklayer and a plumber with no disability support training, were assigned to his care, highlighting a lack of appropriate expertise.
Pethybridge, who operates J&K Loyalty Support in Penrith, western Sydney, defends her actions, claiming she has “nothing to hide.” She describes herself as “direct” and insists that her clients, including those with complex needs, benefit from her services. However, social media posts attributed to her raise further concerns.
Images allegedly show clients, including a young woman with Down syndrome, performing tasks like cleaning Pethybridge’s home and massaging her feet, which she claimed helped the client feel good about herself. Critics argue this blurs the line between care and exploitation.
The core issue lies in the lack of regulation for unregistered NDIS providers. Unlike registered providers, who deliver complex services like behaviour support and specialist accommodation, unregistered providers like Pethybridge face no mandatory qualifications or worker screening requirements, such as police checks, unless specifically requested by clients.
They can also set their own prices independently of NDIS guidelines, provided they adhere to the NDIS Code of Conduct. This flexibility, intended to give participants “choice and control,” can leave them vulnerable to exploitation.
Catherine Myers, deputy commissioner of regulatory operations at the NDIS Quality and Safeguards Commission, emphasised that all providers, registered or unregistered, must adhere to the NDIS Code of Conduct.
She stated that the Commission is prioritising stronger oversight of unregistered providers in 2025-26 and will take “decisive action” against those breaching the Code, particularly when participant rights are violated.
The NDIA echoed this, urging anyone with concerns about participant safety to contact them or the Commission.
