Senator CROWLEY —My question is to Senator Newman, Minister for Family and Community Services. The question concerns the Continence Aids Assistance Scheme, which is designed to financially assist eligible people to manage the significant costs involved with the purchasing of incontinence aids. I ask the minister: why are some clients of this scheme having to wait for over two months to receive the aids as ordered? What review mechanisms are in place to ensure the company involved is fulfilling its contractual obligations?

Senator NEWMAN (Family and Community Services; Minister Assisting the Prime Minister for the Status of Women) —There have been some problems over the last year with the Continence Aids Assistance Scheme. The national provider of the Continence Aids Assistance Scheme, PQ Lifestyles, recently introduced changes to improve the level of service and the value for money for CAAS clients around Australia. Some clients were not aware that PQ Lifestyles had held the CAAS contract since 1997 as they dealt directly with a subcontractor. Changes to the subcontractors have raised concerns about confidentiality, timeliness of deliveries and changes to product cost. Subcontractors adhere to strict confidentiality provisions.

The new arrangements resulted in client orders considerably exceeding the anticipated level of demand that produced delays in the delivery of some products. A few manufacturers were unable to meet requests for extra products, despite being alerted to expect peaks in demand. The department is aware that some former subcontractors are aggrieved and much misinformation has been circulated in New South Wales. Delays in delivery are being rectified. The department is carefully monitoring the situation, and the department also plans to review the administrative arrangements of CAAS this year.

Senator CROWLEY —Madam President, I ask a supplementary question. I thank the minister for that answer, particularly her acknowledgment of the evidence that has been provided to me that some CAAS clients are having to wait up to two months to receive their incontinence aids. Given that these people do not generally have two months worth of aids lying around the house, so they actually have to purchase their own products as a consequence of the inadequacies of the supplier, will the minister agree to reimburse those people for those costs?

Senator NEWMAN (Family and Community Services; Minister Assisting the Prime Minister for the Status of Women) —I certainly am concerned about those people, Senator, as anybody would be. I have been pretty dissatisfied with the arrangements that have been in place and the problems that have occurred, partly through backbiting and fighting within the industry. To the extent of that, I cannot comment. I will certainly look at that. I do not know what the involvement and implica tions would be, but I will certainly have a look.