
Participating in The Rights Path project as a lived experience consultant helped Anh gain a better understanding of her own rights and the steps to take when facing issues with NDIS services. Her experience will also empower others in the community who are experiencing similar challenges.
Anh’s experience raising her concerns about NDIS supports and services
“According to my daughter’s [NDIS] plan, she was supposed to receive care every Monday. However, following a public holiday, she missed out on the service and was later issued an invoice for that day,” said Anh.
“When I reached out to the provider two weeks later, I couldn’t reach the support coordinator. I contacted the plan manager for help, who assisted me in drafting an email to complain about the overpayment.”
When Anh filed her first complaint, the provider initially claimed there was no proof of a cancellation due to the public holiday. Anh then provided the cancellation email she had sent, but the provider responded by stating that a two-week notice was required. Anh confirmed her cancellation email had met the required notice period. However, instead of addressing the issue, the provider changed the service day to Wednesday and sent a new invoice.
Despite her efforts, the provider did not resolve the issue, prompting Anh to file a second complaint and eventually switch to a different provider due to the lack of resolution.
How participating in The Rights Path project helped Anh understand her rights and the need to complain
Anh found that participating in the project helped her understand the importance of documentation in these situations.
“The steps for [making a complaint that] I learned in the project helped me understand how to complain. I knew what I could do to ensure I am not being overcharged,” said Anh.
“The workshops provided clear guidance on how to navigate such issues.”
Anh is now confident to advocate for herself.
How The Rights Path resources will help others
- The resources we’ve created are a helpful guide for anyone facing similar issues.
- The videos encourage people to speak up and highlight the importance of advocacy and self-advocacy in the NDIS system.
- They empower individuals to understand their rights and the steps to take when problems arise.
- Even if someone doesn’t have a support coordinator or can’t reach one, the simple five-step guide in the fact sheet will help them advocate for themselves.
- It’s essential that these resources are available in community languages so language barriers don’t stop people from understanding how to file a complaint.
- The community education workshops will also be a great help for those who need additional support.

At SSI, we are committed to providing inclusive, culturally responsive disability services that support Aboriginal and Torres Strait Islander communities.
We’re actively engaging with First Nations people to ensure they receive the services and supports they need. From a history of working closely with First Nations communities in programs such as Ability Links, to a firm commitment to reconciliation (which currently involves a detailed review and expansion of our 2022 Reconciliation Action Plan), to a dedicated team of Aboriginal NDIS local area coordinators (LACs).
Building stronger communities through local area coordination
Our local area coordination program links people with disability to the right supports and services. A key aspect of this effort is community-based connection desks, which have been established in the communities we serve, including one held twice a month in Bowral. It is specially tailored to First Nations people in the Wingecarribee Council area and provides an accessible, welcoming space where community members can have their questions about the NDIS answered.
Community connection proves key to success
Kerin and Kylie, two of our Aboriginal local area coordinators, attend this connection desk, sharing yarns and their expertise of the scheme with prospective and current participants. Their work helps connect members of the community to vital supports, including peer networks and healthcare services. They also help build capacity for people to navigate the NDIS with confidence, clearing up doubts about the scheme.
Aunty Robin Young, a representative of Bowral Community Mental Health Services praised Kerin and Kylie for their dedication, cultural sensitivity, and enthusiasm.
“The health and wellbeing of those regularly cared for by the girls has greatly improved,” said Aunty Robin. She highlights the importance of following six common values that encompass the First Nations experience:
- Spirit and integrity
- Reciprocity (sharing)
- Respect
- Equality
- Survival and protection
- Responsibility
Kerin and Kylie uphold these values in their work, ensuring that each person’s unique needs are addressed, even when they share the same diagnosis or disability.
This personalisation of care is what Aunty Robin feels has made such a difference.
“Members of the community have developed the skills, knowledge, and broader strategies to improve their health,” she said.
NDIS enquiries handled with care
For those who prefer not to attend in-person events, SSI also offers phone consultations with our Aboriginal LACs. These calls can be life-changing for people who feel less comfortable attending in-person events, or have quick questions that don’t need a face-to-face discussion.
“[This service] has benefitted the communities greatly with their emotional wellbeing and their engagement with the health service,” said Aunty Robin.
Tailored disability services for First Nations communities
It’s clear that disability services must go beyond major metropolitan areas to reach rural and remote communities. Also, these services must be carefully tailored to the unique needs of minority groups, especially those at risk of neglect and abuse, such as First Nations people.
SSI’s Aboriginal LACs continue to build strong partnerships with local organisations, networks and groups to deliver personalised, culturally sensitive support that is not only knowledgeable, but approachable. We’re committed to ensuring that every individual, regardless of their background or location, has access to the support they need.
Learn more about SSI’s disability services
Learn about SSI’s range of disability services on our website. You can contact your local area coordination team at:
Phone: 1800 960 975
Email: ssilac@ndis.gov.au

How maternity care is a gateway to safety for vulnerable women
Rashida’s* days are busy. Her vital work as a maternity support officer assists some of the community’s most vulnerable women. For many refugees and culturally diverse women experiencing domestic violence, the path to safety often begins with a trusted first-line responder like Rashida.
“Most of the women I support have experienced some form of domestic violence, whether it’s emotional, financial, or physical abuse,” says Rashida.
With dual degrees in Human Services and Arabic linguistics, Rashida brings a unique combination of professional expertise and cultural understanding to her role.
While the program’s primary focus is maternal health, it has become an unexpected but crucial gateway for domestic violence support.
Building trust takes time
“It’s not something that happens in the first meeting,” Rashida explains. “They don’t immediately talk about their personal life. Over time, they feel comfortable with me and start opening up about their situation. It takes time to build that trust.”
This gradual trust-building proves crucial, as many women from Culturally and Linguistically Diverse (CaLD) backgrounds face multiple barriers to accessing mainstream domestic violence support services. Language difficulties, cultural stigma, and limited awareness of available resources can all prevent women from seeking help.
“Sometimes they think this is the norm,” Rashida reveals. “They say, ‘I saw my mom, I saw my sister growing up like that.’ Part of our role is to reassure them that this is not okay and break the stigma that’s been there for years.”
Navigating the system
“It’s really hard for the women to navigate the health system,” she explains. “My role is to break down barriers by providing information and resources, explaining their rights, and helping them make their way through the system and services.”
Despite being thrust into this crucial support role, many first-line responders lack formal training in critical areas such as trauma-informed care, cultural competency, and domestic violence risk assessments. This gap can mean the difference between a woman seeking help or remaining in danger.
Rashida recalls a client who took two years to speak up about her domestic violence experience.
“After the client’s baby was delivered and she exited the program, she kept in touch with me and disclosed what was happening to her 12 months later.”
“With better training in recognising signs and building trust, we could potentially help women reach safety much sooner,” Rashida says.
Investment is crucial
The impact of inadequate support in this area ripples through communities. Without properly trained, often bi-lingual first-line responders, women are falling through the cracks.
Trauma-informed training, cultural competency programs and family, domestic and sexual violence risk assessment training and in-language resources and supports are just some of the areas that could be bolstered to support first-line responders who are receiving disclosures.
“Training in trauma-informed care and cultural competency would be invaluable for first-line responders,” Rashida says. “Understanding how to handle disclosures sensitively and how trauma impacts behaviour could significantly improve our ability to provide meaningful support”.
Despite the complexities of Rashida’s role, she finds deep fulfilment in her work.
“I like to see women in my care become more independent, to thrive,” she says. “I know how it feels coming to a new country, new environment, new culture, new language. To see them thrive, that’s my goal. That’s what keeps me going.”
Rashida was interviewed as part of SSI’s support of 16 Days of Activism Against Gender-based Violence. This year, we’re calling on more investment for first-line responders like Rashida to be better equipped to support women experiencing family, domestic and sexual violence.
*Name/s changed to protect privacy and safety.
Do you need support?

Community workers filling the gaps when it comes to women experiencing domestic violence
Sara* is a dedicated community worker who has spent much of her young adult life in various social work roles. Recently, her own cultural background has proven life-changing for some of the female clients in her care – many of whom are experiencing domestic violence and need someone to talk to in-language.
“They don’t come asking for support directly,” she says. “Someone might talk to you about their situation at home seeking support, and then, through the stories they’ve shared with me, I realise they’re experiencing abuse.”
In the three short months Sara has been in her new role helping newly arrived families settle, Sara says that two to three of her five family intakes have already indicated domestic violence, identifying a major gap in support for these women.
New to Australia, women are often unfamiliar with their legal rights, the process of reporting violence, and the support systems available to them. Meeting someone who speaks their language can make all the difference.
Trust established through shared background
As part of Sara’s role, she visits families in their own homes. She recognises that this safe environment encourages them to share their experiences.
“They feel secure enough to open up and share what they’re going through,” she says. “It’s not out in public or an institution where they might feel observed.”
“Speaking the same language helps them feel at ease and it also allows me to build a stronger relationship with them,” she says.
Sara recalls a client who recently shared that she was being physically abused by her husband.
“She saw me as someone who shared her background and spoke the same language,” Sara says. “She asked, ‘Is there any way you can support me? You’re my sister. You understand how to help me.’”
Sara says many of the women who come to her and her colleagues aren’t ready to make a formal report, yet they are in crisis.
“They tell me because they want to see how I can support and protect them within my capacity without opening a formal case,” she says.
“Fearing the repercussions, they wonder, ‘If I involve someone else, will that put me at risk? Now I need to provide this paperwork and documentation. Why is this needed?” Sara says. “The process of getting mainstream support often becomes too overwhelming.”
“Instead, they want to rely on me alone for help. However, my capacity is limited. I’m not a specialist support worker, and I can’t address their immediate safety needs without formal training,” she says.
Despite this, Sara emphasises her moral responsibility around receiving disclosures.
“I have a duty of care. I must do everything I can to support a woman and her children if she has disclosed or is in crisis.”
The bias and barriers of language
For the women who do try to access mainstream services, Sara points out the challenges with on call interpreters one of many barriers impacting CALD women who are experiencing domestic violence.
“One moment, a woman might be in the middle of disclosing her experiences through an on-call interpreter and, the next minute, the line disconnects. She then faces a long wait to be assigned another interpreter. You can imagine the toll that takes.”
Sara also recalls an instance where she witnessed a male interpreter misinterpret her female client’s disclosure of physical abuse, distorting her words with an obvious bias. She notes that this situation is common.
“We need better training for interpreters. They need to be trauma-informed and specialised in domestic violence to better support women accessing these services.”
The need for greater investment
Sara’s role extends far beyond traditional community support. She acts as a crucial bridge between the service provider and her vulnerable clients.
While she continues to go beyond her paid role to potentially save the lives of the women who are falling through the cracks, Sara’s ability to perform her job is being impacted.
“When women are at risk, I have to prioritise supporting them, which often requires me to stop what I’m doing and affects my overall capacity,” she says.
“We need more people like me who are supporting these women. We need to have greater flexibility in our roles and must expand the scope of our community support services.”
Sara was interviewed as part of SSI’s support of 16 Days of Activism Against Gender-based Violence. This year, we’re calling on more investment for first-line responders like Sara to be better equipped to support women experiencing family, domestic and sexual violence.
*Name/s changed to protect privacy and safety.
Do you need support?

In March, SSI took another step toward creating a more inclusive workplace by starting a disability reference group. This group is designed to make sure that people with disabilities can share their experiences and help shape workplace policies. Operating under the community development branch of SSI’s local area coordination services, the group focuses on building trust and connecting with hard-to-reach communities.
The main goal of the group is to address the specific challenges faced by people with disabilities, especially those from culturally and linguistically diverse (CALD) backgrounds. These individuals often face multiple barriers when trying to get support and navigate different systems.
Enhancing accessibility in the workplace
A key member of the reference group is Nidhi Shekaran, who was born in India and lives with cerebral palsy and vision impairment. Nidhi is passionate about advocating for positive changes that benefit others like her. One of her priorities is to tackle transportation issues that many people with disabilities experience. She supports flexible work options, including effective work-from-home arrangements and necessary adjustments for employees who need to travel.
“The changes that we implement now will always be there,” said Nidhi.
“What we do is very future-focused.”
With the help of her fellow group members, Nidhi is working to make workplace documents and materials more accessible. She understands that many formats are not easy for people with vision impairments to use.
“If the experience of a person with disability is valued, then they themselves feel valued,” she said.
Nidhi believes that while inclusive recruitment is important, it’s just one part of the solution. It’s equally vital to ensure that everyone feels truly included and supported at work.
Fostering cultural exchange and collaboration
Nidhi’s involvement in SSI’s reference group shows her commitment to community engagement. Since 2005, she has participated in the Multicultural Disability Advocacy Association’s Community Voices initiative and was nominated for Blind Australian of the Year in 2023.
The reference group’s focus on CALD communities provides a valuable space for cultural exchange.
“You learn from each other, and you have a good relationship with everyone because you have a collective goal,” Nidhi said.
Nidhi hopes that initiatives like the disability reference group will lead to significant outcomes driven by people with disability themselves.
“It comes back to the mantra of ‘nothing about us, without us’,” she said.
Challenging stereotypes and building awareness
Together, Nidhi, the reference group, and SSI aim to challenge stereotypes around culture and disability. By increasing awareness of the barriers faced by CALD people with disabilities, the disability reference group aims to develop effective strategies to overcome these challenges.
The reference group will meet every six weeks until June 2025, and its members are excited about the changes they can create over the next year.
Learn about SSI’s range of disability services on our website. You can contact our local area coordination team at:
Phone: 1800 960 975
Email: ssilac@ndis.gov.au
SSI was one of the first NGOs in Australia to achieve Disability Confident Recruiter status through Australian Disability Network. Read more about SSI’s commitments to diversity and inclusion.

Alana Beattie, a 38-year-old woman living in the Campbelltown area of Sydney, has made remarkable progress in her personal life over the past six years with the help of her local area coordinator (LAC).
Before local area coordination support
Alana’s condition, a rare genetic disorder known as pseudohypoparathyroidism, means that her mobility is severely affected, as her muscles tend to become stiff and cramp up. General movement, and interactions with public transport above all, can become complicated and dangerous, should her balance be compromised.
“I need supervision when I travel due to my condition,” Alana said. She mentions that this need for assistance is compounded by her obstructive sleep apnea, which can lead to health risks if she falls asleep in uncomfortable positions.
Alana’s supervision needs were exacerbated when she found herself in an emergency housing situation and in desperate need of a more stable option. For several years, Alana was informally supported by her parents, both in terms of accommodation and decision-making. When those supports broke down earlier this year, Alana was quickly left fearing for her living situation and running out of options.
Getting help from an SSI local area coordinator
With the help of her LAC, she was able to move into a short-term accommodation and assistance (STA) option, and after gathering enough evidence to meet the requirements, was finally approved to progress to supported independent living (SIL) accommodation in June.
“I was feeling really anxious because my housing situation was uncertain,” says Alana.
“But I was excited to finally make the move [to SIL] so that I could be around other people and make new friends.”
The social aspect of her accommodation is a crucial reason why Alana feels so grateful for her relationship with her LAC.
“I’m in a really good position to move forward and begin healing,” she said.
The steadiness of SIL accommodation allows Alana to focus on her hobbies, which includes maintaining several fulfilling pen pal relationships with friends overseas. She’s also an avid West Tigers fan and enjoys travelling with her ‘girls group’ when she can.
Without the support of an SSI local area coordinator on behalf of the National Disability Insurance Scheme (NDIS), it’s possible that Alana would never have been able to secure her current living arrangement and live life as comfortably and meaningfully as she can now.
Alana sees a bright future for herself and is already setting new goals with her LAC.
“I want to keep healthy and motivated,” she said, indicating that continuing to participate in her wellness program will be the key to staying on top of her condition.
With all the recent changes going on in her life, Alana also wants to learn to be more adaptable. With the personalised sense of care and guidance an LAC can offer, Alana will no doubt be able to surmount any obstacle and celebrate every accomplishment that comes her way.
Learn about SSI’s range of disability services on our website. You can contact our local area coordination team at:
Phone: 1800 960 975
Email: ssilac@ndis.gov.au
The key to easing Australia’s skills shortages could be closer to home than anticipated, with new research commissioned by non-profit SSI showing more than 620,000 migrant workers already in the country do not have the opportunity to fully use their skills.


Indian-born and raised, Neda, made the leap to start her own business two years ago.
Driven by her passion for authentic Indian food and her desire for independence, she embarked on an entrepreneurial journey.
In 2009 Neda and her husband migrated from India to Australia.
Despite a successful career in India and holds a degree in Commerce in accounting and marketing, Neda struggled to secure a job in her field in Australia and instead worked in a contact centre for many years.
This is a reality for many educated migrant and refugee women, who find themselves employed in positions below their level of education and expertise.
Neda knew she had greater aspirations. “I’m someone who loves to take on challenges. I’ve always been ambitious,” she said.
The idea of creating her own business selling ready-made spice blends had lingered in her thoughts for years.
Neda explained how in Indian culture food brings families together. She recalled, “Growing up in India, we didn’t have much money, but our bellies were always full of food from a home-cooked nourishing meal.”
When Neda came to Australia, she noticed the store-bought spices did not do justice to the original flavours. She began making her spice blends from scratch, utilising recipes handed down through generations.
“The idea to start a business came to me from my challenge of preparing nutritious home-made meals for my family with a lack of time to cook from scratch,” she said.
Neda wanted to help home cooks with hassle-free yet authentic Indian cooking in their kitchens.
In search of a sounding board and seeking validation, she shared her business idea with a friend.
Her friend responded with uncertainty, casting doubt on Neda’s ideas and confidence.
Years later, during the COVID-19 pandemic, a workplace injury forced Neda out of her job.
At home and injured, she fell into a depression.
“With young kids to care for, I felt the pressure to contribute financially to support my young family,” Neda said.
Neda felt more compelled than ever by the idea of being independent and self-employed.
“I realised that it should be me who decides what I want to do. I do not need validation from other people who may not see my vision yet,” she said.
“My mum came to Australia during that time and as we talked, I shared my entrepreneurial idea with her, and she encouraged me to take the first giant leap,” Neda said. “My mother was always supportive of everything I do.”
In 2022, Neda began working on her product, established Bombay Spices and started selling it at local Victorian farmers’ markets.
“Engaging with people at the markets made me happy and confident. I knew it was the right path,” she said.
Neda’s husband was initially uncertain about the idea because he wanted her to focus on her injury recovery.
“It took some time, but he eventually came on board and now he sees my vision and is very supportive,” Neda said.
Neda now offers a range of eight different spice blends and has garnered a loyal following from market customers who eagerly wait each week to purchase their favourite spice blends.
Neda gives a lot of credit to the resources and start-up programs that have helped her along the way. This year, she began working with the Ignite small business start-up Female Founders to get her business to the next step.
“If you believe in yourself and your vision, you can use the resources available to you to get where you want to go,” she explained.
“We may not always have the support of our family or friends when we need it most. However, you need to take that first step and others will join you on your journey,” Neda said.

Kimia’s story begins in Kandahar, Afghanistan, where her parents fled from in the 1990s during the Taliban’s rule. Raised in neighbouring Iran, she discovered her passion for athletics at the age of 16. Little did she know that this passion would shape not only her athletic career but also her life’s trajectory.
Kimia Yousofi’s life journey exemplifies the transformative power of equal opportunities.
The now 27-year-old, returned to Afghanistan to train for selection at the Rio 2016 Olympic Games. She represented her country with pride and four years later, she once again qualified for the Tokyo 2020 Olympics. Competing in Tokyo, however, coincided with the Taliban’s return to power in Afghanistan, bringing with it oppressive measures against women.
As a female athlete representing a country under Taliban rule, Kimia became a target. Her involvement in sports clashed with the new restrictions imposed on women. In a courageous move, the Australian Olympic Committee (AOC), with the assistance of the International Olympic Committee (IOC), secured a safe exit for Kimia.
Arriving in Australia in 2022, Kimia found a welcoming athletics community and a chance to continue her Olympic journey. While training for selection to the Paris 2024 Olympics, she has also embarked on a journey to learn English at TAFE.
“When I came to Australia my English was zero. Then after one week, the Australian Olympic Committee gave me a coach, John Quinn. It was so hard just to communicate. I couldn’t talk with him. [We spoke through] a translate application. On the first day [of training] I didn’t talk with my teammates, just my coach, by application. After maybe six months, I realised the names of my teammates! And then I started talking with them. [Communication] was difficult for me.”
What Kimia found though, in her athletics team, was a group of similarly motivated, supportive people.
“I’m happy that I’m training with them. They always help me when I need help during training. They are positive. And I think it’s the best part of my squad. They are positive, always. The positive attitude helps us a lot because the training is hard.”
Kimia’s resettlement journey goes beyond personal success. She actively uses her profile to advocate for refugees, especially Afghan women. In less than two years, Kimia’s story has reached over 1.8 billion people worldwide. Her advocacy has extended to a meeting with UN representatives, where she has shared her experiences and addressed the issues faced by refugees in Australia.
Kimia’s resilience and commitment exemplify the potential for positive change when women are given equal opportunities.
Despite the adversity that Kimia has experienced during her life, she believes it’s important for women to persevere.
“When [the] Taliban came, I was in Afghanistan. At that time I didn’t have any idea about what I should do. I said, “I don’t want to stop. It’s not the end of my life; it’s not the end of my journey.”’
“Never give up. In every way. [There could be a] problem, issue, or barrier, but don’t give up. Because you can overcome problems. And problems can come to teach you something. You will go one level higher. Just keep doing.”

Roaa found safety in Australia after being forced to leave her home country. Now, despite the doubts of those around, she is studying a double degree and thriving.
In 2018, Roaa and her family found safety in Australia after being forced to leave Egypt and then China.
From her earliest years, Roaa wanted to become a psychologist and was committed to doing whatever it took to achieve her goal.
She has excelled academically throughout her life, achieving second place in her city in Egypt and securing the top position in her school during her years in China.
Arriving in Australia, Roaa faced the daunting task of adapting to a new school system and learning English. Initially, she struggled to achieve her usual high marks.
“I have always been a high achiever,” Roaa said. “It was difficult for me to accept receiving Cs. I thought, ‘What is happening?’”
From a young age, Roaa has always been taught the value of education by her parents. “I know that having an education as a woman is so powerful,” Roaa said.
As Year 12 approached, Roaa’s confidence dwindled. She sought validation through others so that she could find the confidence to achieve the high marks required to apply for a psychology degree. When she sought advice from a particular person, however, they dashed her dreams.
“I was told that I had just moved to Australia and my English was not very good,” Roaa recounted.
“I was told not to get my hopes up, as I might not get into psychology, so I should begin exploring other options.”
“When I left that room, I had given up on my dream of studying psychology,” she said.
Roaa went home and started looking for something ‘easy’ to get into it.
Roaa remembered, “I was feeling quite unsure of myself at the time, and I just needed to hear someone say, ‘Yes Roaa, you can do it.”
During her high school years, Roaa observed a common challenge in her community; psychologists found it challenging to fully understand the specific struggles of women from refugee backgrounds.
“Mental health is getting worse, especially for women in my community,” Roaa emphasised.
“My community needs more Arab psychologists who can empathise and understand their situation – their trauma and experiences. They need someone who has experienced something similar, not someone who has not felt what war means.”
Roaa decided to find confidence within herself and not abandon her dream of helping her community. “I told myself ‘Why not give it a shot? You will never lose anything by just trying,” she said.
Despite the challenges of COVID lockdowns, Roaa dedicated herself to her studies and completed Year 12, surprising herself with an ATAR of 94.5.
As university offers flooded in, Roaa chose to accept a double degree program in psychology and media and communications at the University of Sydney.
Roaa explained, “Do not ever underestimate what someone can do simply because they are a woman, or they have migrated from another country and their English may not be as good as yours. Even if they are refugees, do not assume they are incapable.”
“They have faced a lot of challenges that fuel their desire to achieve better. They are awaiting the opportunity and once given; they will seize it and strive to excel as best they can.”
In 2022, Roaa received an SSI Allianz Scholarship which supports her ongoing studies.