This is not the standard we hold ourselves to, and we want to acknowledge we should have done better.
-- Updated: 17 October 2025 --
In July, we identified four issues involving underpayments that have affected how we pay some of our employees. We regret that this has occurred and are sorry for the impact this has had on employees who have been affected. Our people give so much every day, and it’s disappointing that we didn’t get this right.
Following an internal review, we found issues involving:
- High Intensity Support Allowance: An allowance was not paid correctly to some employees supporting NDIS participants with High Intensity Support funding. This affected employees whose role classification is below Level 3.1 under the Scope (Aust) Enterprise Agreement in Victoria (since December 2019) and NSW (since November 2024). Note: Home@Scope employees are not affected.
- First Aid Allowance: The process for claiming the First Aid Allowance has not always been clear or applied consistently for eligible employees in Victoria. Note: Home@Scope and Scope NSW are not affected.
- Level 1 Support Workers: A small number of employees classified at Level 1 in operational roles have not received the correct pay progression. Note: a small number of employees in both Scope (Aust) and Home@Scope are affected.
- Enabling Functions Classification: We have identified a small number of classification issues with how some roles in enabling functions have been classified under the SCHADS Award. Note: a small number of enabling functions employees are affected.
We have since identified a further underpayment matter that affects some of our employees in Scope NSW. We have reported this to the Fair Work Ombudsman.
- Unsubmitted shifts NSW: In some cases, some unsubmitted shifts in our NSW system were not later confirmed if they had been worked or not. As a result, there may be instances of employees not being paid for unsubmitted shifts which had been worked. Note: a number of Scope NSW employees are affected.
When we identified the issues, we appointed independent experts to undertake a detailed review and help calculate underpayments. We have self-reported these issues to the regulatory body, the Fair Work Ombudsman, and have also informed the relevant unions.
Our priority from here is to fix our systems and processes so that all current staff are paid correctly moving forward and to repay all affected employees – past and present – everything they’re owed. This includes wages and superannuation, with adjustments for inflation and investment earnings over time.
All impacted current and former employees will be contacted directly via email with further information. There is no action required at this stage.
This matter does not impact our ability to continue delivering high-quality support and services to clients and families. Our financial stability remains strong, and our focus on clients remains unchanged.
We’re sorry that we’ve let our people down in this way. They are the ones supporting our clients to belong and thrive, which is at the heart of everything we do, and we’re committed to doing the right thing by them, now and into the future.
Frequently Asked Questions
When will I find out if I have been impacted?
We will provide regular updates to all employees as we remedy underpayments and fix our systems and processes so that all current employees are paid correctly moving forward.
Each of these issues impact employees differently. We are partnering with our external consultants who are reviewing, analysing and cross-referencing the relevant data on each of these matters to identify everyone who has been impacted – both current and former employees – and to calculate the back pay.
When will I get my back pay?
It will take time to work with the unions, Fair Work Ombudsman, and other key stakeholders. Resolving this is a top priority and we will begin making payments as soon as we can confirm all necessary details and engage with the Fair Work Ombudsman and unions. We will be in touch with impacted employees, past and present, with more information when we have it.
I think that I have been impacted but I haven’t heard anything. What can I do?
If you are impacted, we will contact you directly in the coming weeks with more information.
If you worked at Scope after November 2019 and believe you may be impacted and have not heard from us, you can:
- Email [email protected] or complete the Employee Enquiry Form.
- Call HR Help on (03) 9852 7198 (8:30 am–5:30 pm, Mon–Fri)
You may also be asked to complete a form to help us confirm your details.
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