When Customers Are Left on Read: Accountability in Disability Services

On Tuesday, something happened that didn’t sit right with me — and I think it speaks to a bigger issue in disability services: accountability and respect for the people these services are meant to support.

What happened

On Tuesday night, the site manager at Scope Disability Services stayed at the workplace until 7:00pm. From what I could see, she was able to stay back and chat with staff. Meanwhile, I texted her as a customer — and I never received a reply.

I want to be clear: this isn’t about policing someone’s time. It’s about priorities. If there’s time to stay back and socialise, there should also be time — or a clear process — to respond to the people who rely on the service.

Why this matters

In disability services, communication isn’t a ‘nice to have’. It’s essential. When a customer reaches out, it’s often because something is urgent, confusing, or impacting their wellbeing. Being ignored can feel dismissive — and it can create real harm.

• Customers deserve timely responses — or at minimum, an acknowledgement.

• If a manager can’t respond, there should be a backup contact or escalation path.

• Services should be transparent about response times and after-hours communication.

What accountability could look like

If disability service providers want trust, they need to show — consistently — that customers are not an afterthought. That means clear communication standards, respectful follow-up, and leadership that models the behaviour they expect from staff.

I’m sharing this because it doesn’t seem right — and because people deserve better. If you’ve experienced similar issues, you’re not alone. We need systems that listen, respond, and act — not systems that leave people on read.