NDIS Guide
An NDIS service agreement is the written record of what a provider will do for you, what it will cost and what happens if something changes. If you are about to sign one, or a provider has just sent you one to read, this guide explains what an NDIS service agreement should include, how an agreement with a plan manager differs, and what to check before you sign. It is general information, not legal advice, and it is not an official NDIS template.
What is an NDIS service agreement?
The NDIS describes a service agreement as a signed agreement between you and your provider. It records what you have agreed about your NDIS supports: what they are, how the provider will deliver them, how much they cost, how the provider will be paid and how to make changes. You can have one with a support worker, a therapist, a support coordinator or a plan manager.
The NDIS says service agreements are created to protect you. You and your provider share an understanding of your supports and responsibilities, and of what to do if something goes wrong. You can refer to your agreement if a provider does something you did not agree to, such as charging you more.
You are not required to create a written service agreement in most cases, and the NDIS recommends one every time you start with a new provider. Written service agreements are mandatory only for Specialist Disability Accommodation (SDA) supports. The NDIS explains the basics on its page about what a service agreement is.
What should an NDIS service agreement include? A 10-point checklist
Use this list to check any agreement you are given. Points 2 to 10 follow the NDIS’s own list of what a good service agreement includes. Point 1 is the practical basics that any agreement needs.
- Who is involved. Your name, your NDIS number and the provider’s name and contact details.
- The supports. What the provider will deliver, how they will deliver it, and when and where.
- The price. What you will pay, and any costs for materials or products, provider travel, or other fees and charges. It should also say whether you need to pay GST.
- How the provider gets paid. By you, through direct claims on an NDIA-managed plan, or by a plan manager. If you are plan managed, the provider sends invoices to your plan manager. See our guide to NDIS invoice requirements for what an invoice should show.
- Responsibilities. The provider’s cancellation policy, the rules the provider needs to follow, the rules you need to follow, and what either of you can do if responsibilities are not met.
- When you disagree. What to do if you are unhappy, how to raise a concern, and who to contact if it cannot be resolved or you want to make a complaint.
- How long it lasts. The start date and either an end date or a statement that it is ongoing.
- When it will be reviewed. A date or a trigger for reviewing the agreement.
- How changes are managed. How you or the provider can ask for a change, and how it will be recorded.
- How to end the agreement. How either of you can end it, and how to tell the other.
The NDIS also says the agreement should be in a format and language you understand. Your provider may use a standard template or work with you to create a new one, and they should help you understand it. You can ask a family member, friend, support coordinator or recovery coach for help, and you can ask for the agreement in the language, communication method and terms you understand. Read it carefully before you sign, and make suggestions if you want changes. The NDIS explains the steps in its guidance on how to make a service agreement.
Keep a signed copy somewhere you can find it, and put the review date in your calendar. If the agreement stops matching what is happening, ask the provider to update it in writing rather than relying on a phone call.
The NDIS says you may need a new agreement when you start new supports with a regular provider, and you should create a new one whenever you start with a new provider. It is also a good idea to create new agreements with your providers when you get a new plan.
What is different about a service agreement with a plan manager?
A plan manager does not deliver day-to-day support. They pay your providers and track your budget, so the agreement focuses on how they do that. The NDIS suggests a written agreement with your plan manager that covers the services they will provide, how they will provide them, how long they will be your plan manager, and what happens if you disagree. Its guide to plan-managing your funding lists creating a service agreement with your plan manager as a step, so expect your plan manager to ask for one.
Beyond that, it is sensible to ask for three things in writing:
- How quickly they pay invoices, stated as a number of business days
- How and when you will receive statements or access to your budget
- Who your contact is, and how long they normally take to reply
Our guide to how to choose an NDIS plan manager lists the questions to ask before you agree to anything. If things go wrong later, the agreement gives you a clear starting point, and our guides to an NDIS plan manager payment error and to how to complain about an NDIS plan manager explain what to do next. If you are still comparing providers, see our comparison of NDIS plan managers.
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Take the agreement home if you can. Read it slowly, and check it against the list above. Watch for these:
| What you notice | Why it matters | What to ask |
|---|---|---|
| The rate or extra charges are not written down | You cannot check invoices against the agreement later | “Please list the rate and any other charges.” |
| Cancellation terms are vague | You may not know when a cancelled session will still be charged | “What notice do I need to give, and what is your cancellation policy?” |
| No clear way to end the agreement | You may feel locked in if the service is not working | “How do I end this, and what notice is needed?” |
| The wording is hard to follow | The NDIS says it should be in language you understand | “Can you explain this in plain words?” |
| No complaints or contact details | You will not know who to go to if a problem cannot be fixed | “Who do I contact if we cannot agree?” |
| You are asked to sign on the spot | You have no time to read it or ask someone else | “Can I take a copy home and reply by a set date?” |
Your rights when you sign a service agreement
Signing an agreement does not remove your rights. Who you work with is up to you, and you can switch providers at any time. The NDIS also says Australian Consumer Law applies when you have a contract or service agreement for NDIS supports. Among other things, it means you can take your time when making a decision, ask as many questions as you like, and be given all the important, correct information. See the NDIS page on your consumer rights.
If a provider does not meet the agreement, start by raising it with them in writing. If that does not work, or you are not happy with the quality of the service, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or report an issue online.
Frequently Asked Questions About NDIS Service Agreements
What is an NDIS service agreement?
It is an agreement between you and a provider that sets out the supports they will deliver, what they cost, how long the agreement runs, how changes and cancellations work, and what to do if something goes wrong. The NDIS recommends having one.
Do I have to sign a service agreement?
Not in most cases. The NDIS says you are not required to create a written service agreement, but it recommends one every time you start with a new provider. Written agreements are mandatory only for Specialist Disability Accommodation (SDA) supports. For plan management, the NDIS’s guide lists creating a service agreement as a step, so expect your plan manager to ask for one.
Can I change a service agreement after I sign it?
Yes. The NDIS says you can make suggestions to change an agreement, and that you may need a new one when you start new supports, a new provider or a new plan. Ask the provider to update it in writing so both of you have a record.
How do I end an NDIS service agreement?
Check what your agreement says about how to end it, then tell the provider in writing. The NDIS says changing providers is normal and that you can switch providers at any time.
Do I need a service agreement with my plan manager?
The NDIS’s guide to plan-managing your funding lists creating a service agreement with your plan manager as a step. It should cover the supports they will deliver, how, for how long and how much they will cost. Compare providers in our NDIS plan manager comparison.
Where can I find an NDIS service agreement template?
Your provider may have a standard service agreement template, or they may work with you to create a new one. Check it against the 10-point checklist in this guide and the NDIS guidance before you sign, and ask the provider to change anything that is missing or unclear.