This report discusses the detrimental impacts of the changes on consumers, particularly those in regional Australia. The report also considers the appropriateness of communications that Bupa provided to policyholders about the changes.

This report is based on information extracted from complaint investigations, stakeholder feedback, briefings provided by the NDIA, and the legislation, policy and procedural guidance relevant to the administration of reviews under the National Disability Insurance Scheme Act 2013.

Since the initial rollout of the OCI, the Commonwealth Ombudsman’s office has received many complaints from people who have incurred debts under the OCI. This report examines our concerns with the implementation of the OCI, using complaints we investigated as case study examples.

Summary: The information used in the report in order to compare health funds is based on data collected for regulatory purposes. This information is the most appropriate, independent and reliable data available. The report is intended to help you to decide which health funds to consider, though it won’t necessarily indicate which of the fund’s...

This investigation into the approval process for pharmaceuticals produced findings with broader lessons for Commonwealth agencies about the importance of proper program design, sharing information necessary to ensure proper outcomes and about service recovery arrangements when things go wrong.