An NDIS service agreement explains what you and a provider have agreed about your supports. It can outline the services, costs, responsibilities and steps to take if plans change.
A clear agreement helps you understand what to expect before support begins. It can also reduce confusion about schedules, invoices, cancellations and communication.
What Is an NDIS Service Agreement?
A service agreement is an agreement between you and your provider. It describes the NDIS supports the provider will deliver and the conditions that apply.
It is separate from your NDIS plan. Your plan sets out your funded supports. The service agreement records what you and a particular provider have agreed.
Written agreements are not mandatory for every NDIS support. They are required for Specialist Disability Accommodation (SDA) supports and are recommended for other supports.
Why Does a Service Agreement Matter?
A service agreement gives both parties a shared understanding of the support arrangement. It can help you:
- Understand what support the provider will deliver
- Check the price and payment process
- Know how to request changes
- Understand cancellation and notice terms
- Raise concerns if something goes wrong
Read the agreement carefully before signing or accepting it. Ask the provider to explain anything that is unclear.
What Should an NDIS Service Agreement Include?
The supports being provided
The agreement should describe each support clearly. It may cover personal care, therapy, community participation or another agreed service.
Check that the description matches what you discussed with the provider. You should understand what the support includes and when it will be delivered.
Pricing and payment terms
The agreement should explain the price, how the provider will invoice and how payment will be made. Check whether the price is consistent with the current NDIS pricing arrangements and any applicable price limits.
For NDIA-managed or plan-managed funding, relevant price limits apply. If you self-manage, check that the support is allowed under your plan and understand the agreed price.
Dates and review arrangements
Check the agreement’s start date and any end or review dates. It should explain how you and the provider can review the arrangement if your needs or circumstances change.
Your rights and responsibilities
The agreement should explain what you and the provider are responsible for. This may include sharing relevant information, communicating schedule changes and treating each other respectfully.
Make sure the terms are clear and realistic for you.
Provider responsibilities
The agreement should explain how the provider will deliver the support. It may cover communication, privacy, staff changes, invoices and how the provider will tell you about service changes.
Changes, cancellations and ending the agreement
Check how to change the support, cancel a session or end the agreement. Look for the required notice period and any cancellation fees.
Cancellation rules can depend on the type of support, the notice given and current NDIS pricing arrangements. Do not assume a seven-day period applies to every service. Ask the provider to explain the terms before you agree.
Complaints and disagreements
The agreement should explain who to contact if you have a concern. It should also describe how the provider will respond and what steps are available if the issue remains unresolved.
Common Service Agreement Mistakes to Avoid
Before agreeing, check for:
- Unclear descriptions of the supports
- Fees or payment terms you do not understand
- Cancellation conditions that have not been explained
- Responsibilities that seem unreasonable
- Terms that differ from what you discussed with the provider
Ask questions and request clarification before signing. You can ask for changes to the proposed agreement. Make sure you and the provider agree on any changes.
Frequently Asked Questions
Do I need a written service agreement for every NDIS support?
No. Written agreements are mandatory for SDA supports and recommended for other supports. A written agreement can still help clarify expectations.
Can I ask a provider to change the agreement?
Yes. Discuss the change with your provider. Record any changes you both agree to in writing.
Is there a standard seven-day cancellation rule?
No single period applies to every support. Check the agreement and the current pricing arrangements for the relevant support.
Who can help me understand an agreement?
You can ask the provider to explain the terms. A support coordinator, plan manager, family member or advocate may also help you review the information.
Review the Agreement Before Support Begins
A clear agreement helps you understand the service, price and conditions before support starts. Take time to review it, ask questions and keep a copy for your records.
For help with plan management, invoices and funding administration, contact Axial Plan Management.