Service agreement

The written agreement between you and a provider about the supports they’ll deliver.

What it means

A service agreement is a written agreement between you (the participant) and a provider. It sets out the supports the provider will deliver, the prices they will charge within the limits of the NDIS Pricing Arrangements, cancellation terms, the responsibilities of each party, and how the agreement can be changed or ended. Think of it as a shared plan that makes clear what you can both expect.

A service agreement is optional for some supports, but it is generally recommended. Putting things in writing helps avoid misunderstandings, protects both you and the provider, and gives you something to refer back to if a disagreement arises about what was promised or how much it should cost.

In practice

Before you sign, read the agreement carefully and check that the supports, prices and terms match what you discussed. Pay close attention to the cancellation policy, how much notice you need to give, and how either party can end the agreement. If anything is unclear, ask the provider to explain it or reword it in plainer language.

A service agreement should be a genuine two-way document, not just paperwork the provider hands you. You can negotiate the terms, ask for changes, and take time to consider it. Once it is in place, keep a copy and review it if your needs, your plan or the provider's services change, so it stays accurate over time.

A real example

For example, when Marcus started with a new support coordination provider, they gave him a service agreement listing the hours of support, the agreed prices, and a policy asking for a day's notice to cancel. Marcus noticed the cancellation notice was longer than he was comfortable with, so he asked the provider to shorten it, and they agreed before he signed.

Service agreement — FAQs

Is a service agreement legally required?
Not always. A written service agreement is optional for some supports, though it is strongly recommended. Having one in writing helps prevent misunderstandings and protects both you and the provider. Some providers and some types of support may require an agreement before starting, so it is worth asking each provider about their approach.
What should a service agreement include?
A good service agreement sets out the supports to be delivered, the prices charged within the NDIS Pricing Arrangements, cancellation terms, the responsibilities of both you and the provider, and how the agreement can be changed or ended. It should be clear, easy to understand, and match what you and the provider discussed before signing.
Can I negotiate a service agreement before signing?
Yes. A service agreement is a two-way document, and you can ask for changes before you sign. If the cancellation terms, prices or responsibilities do not suit you, raise it with the provider. Take your time to read it, ask questions about anything unclear, and only sign once you are comfortable with the terms.
How do I end a service agreement?
The agreement itself should explain how it can be ended, including any notice period either party must give. Read this section before you sign so you understand your options. If you want to end an agreement, follow the process it sets out, and keep a written record of your request in case any questions come up later.
What if a provider does not follow the service agreement?
Start by raising your concerns with the provider directly and pointing to what the agreement says. Keeping a copy makes this easier. If the issue is not resolved, you can escalate through the provider's complaints process, and you can also contact the NDIS Quality and Safeguards Commission, which handles complaints about NDIS providers.

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