BEN'S STORY: Episode 3 - When Services Fail

Send us Fan Mail One dodgy invoice can be a mistake. A pattern of them can be a warning sign. We sit down with Steve Wellings to unpack what it was really like chasing disability services for Ben before the NDIS existed, when “take it or leave it” scheduling, unclear accountability, and limited choice left families carrying the load. Steve walks us through the early pathway of assessments and allied health support, then the moment it turned sour: pressure around a legal document linked to medical malpractice, and the blunt reality that transparency only appeared once he demanded receipts. From there, the story shifts into advocacy and escalation. We talk about what happens when you give clear feedback and the service response feels like retaliation, why a complaints process matters, and how Ombudsman oversight and political pressure can cut through stonewalling. Steve also explains how negotiating for funding outside the standard provider model helped the family build a care team that actually worked, with routines, respect, and therapists who showed up with intent. We bring it back to the NDIS today with practical takeaways for parents and carers: ask for invoices, understand your provider’s feedback and complaints pathway, and use the NDIS Quality and Safeguards Commission when things don’t add up. Along the way, Steve reflects on the quieter impact of disability on family life, raising siblings who see compassion as normal and learning to meet other people’s struggles without judgement. If you know someone navigating disability support, share this conversation, subscribe, and leave a review so more families can find it. danabaltutis.com,  mytherapyhouse.com.au, https://mytherapyhouse.com.au/your-childs-therapy-journey/ https://www.danabaltutis.com/services