There is a checklist of horrors that call handlers on the national disability insurance scheme (NDIS) phone lines hear about. Staff field calls from desperate participants containing allegations of rape, violence and financial and emotional abuse.

Some callers threaten suicide.

According to a senior employee at the government agency, even when a risk is deemed imminent, the Serco-run call centre system regularly fails because staff are not properly trained, lack basic skills and are under intense pressure to meet call volumes.