An NDIS service agreement explains the supports a participant and provider have agreed to, including the services provided, costs, schedules and responsibilities. Reviewing it before signing helps participants understand their support arrangements and avoid unexpected charges.
The agreement should clearly explain payment terms, provider travel costs, cancellation policies, important dates and the rights and responsibilities of both parties. Participants should have time to read it, ask questions and request changes if anything is unclear. Service agreements are strongly encouraged by the NDIS as good practice. They are mandatory for Specialist Disability Accommodation (SDA), while they are also encouraged for Supported Independent Living (SIL) and other supports.
This guide covers eight important things to check before signing an NDIS service agreement.
What Should an NDIS Service Agreement Include?
An NDIS service agreement should clearly explain the supports being provided, their costs and the responsibilities of both the participant and provider. Before signing, check that the details match your needs and that you understand the terms of the arrangement.
What Is an NDIS Service Agreement?
An NDIS service agreement is a document that records the supports a participant and provider have agreed on, including services, costs, responsibilities and how support will be delivered. It helps both parties understand what to expect and reduces the risk of misunderstandings.
A service agreement is different from an NDIS plan, which outlines a participant’s funding and supports, and a tenancy agreement, which covers housing arrangements. Participants and providers do not have to use the official NDIS template. It is a guide that can be adapted to suit the specific support arrangement.
Read the official NDIS service agreement guidance for more information.
What is included in a NDIS Service Agreement
1. Participant and Provider Details
The agreement should include the participant’s and provider’s names, relevant contact details and the details of any representative involved, where applicable. It should also reflect the participant’s support needs and relevant goals.
2. Details of the Supports Being Provided
The agreement should describe each support clearly enough for the participant to understand what they will receive. Check that it includes:
- The support category and item name or number, where applicable.
- A description of each support.
- The agreed quantity or hours.
- When, where and how frequently support will be delivered.
- Any specific arrangements that affect service delivery.
Broad descriptions such as “disability support” may not be enough to establish clear expectations about the services being provided.
3. Costs, Payment and Additional Charges
The agreement should explain all financial arrangements before support begins. Check for:
- The agreed price and how it is calculated.
- The expected quantity of support and estimated total cost.
- How and when invoices will be issued and paid.
- Provider travel costs and any other additional charges.
- GST, where applicable.
- How changes to prices or agreed supports will be communicated.
Ask the provider to explain any charge you do not understand. Costs must comply with the applicable NDIS pricing rules and other relevant requirements.
4. Cancellation and Missed Appointment Terms
The agreement should explain how to cancel or reschedule support and what happens if an appointment is missed. Check:
- How much notice is required for cancellations.
- How to notify the provider.
- Whether a cancellation charge may apply.
- The circumstances in which a charge can be claimed.
- How last-minute changes and missed appointments are handled.
A cancellation charge is not automatically valid simply because it appears in the agreement. Applicable NDIS pricing rules and other relevant requirements must still be followed.
5. Agreement Dates and Review Arrangements
Before signing, check the dates and conditions that apply to your support arrangement, including:
- When the agreement starts and ends.
- Whether it covers a one-off service or ongoing support.
- When the arrangement will be reviewed.
- What happens if your needs or NDIS plan change.
- How either party can request changes.
Review the agreement whenever your circumstances or support needs change to ensure the arrangements remain suitable.
6. Rights and Responsibilities
The agreement should clearly explain what the provider and participant are expected to do.
Provider responsibilities may include:
- Communicating respectfully and clearly.
- Providing safe and suitable support.
- Respecting the participant’s privacy.
- Explaining how complaints are handled.
- Responding appropriately when support needs change.
Participant responsibilities may include:
- Communicating support needs and preferences.
- Raising concerns when something is unclear or goes wrong.
- Treating support workers respectfully.
- Meeting agreed payment responsibilities, where applicable.
An agreement cannot remove a provider’s responsibilities under applicable laws or NDIS requirements.
7. Communication, Complaints and Disagreements
Participants should know who to contact if they have questions or something goes wrong. Check that the agreement explains:
- The provider’s main contact person.
- How to raise questions or concerns.
- How complaints are handled.
- What happens if agreed support is not delivered.
- Where to seek further assistance if a complaint cannot be resolved.
Choosing a suitable provider is also important when arranging support. Read our guide to choosing the right registered NDIS provider for more information.
8. Privacy, Accessibility and Cultural Safety
The agreement should be understandable and appropriate for the participant, rather than filled with difficult legal wording. Check that it addresses:
- Access to the agreement in a suitable format.
- Clear language and explanations of the terms.
- Interpreters or communication assistance, where needed.
- How personal information is collected, used and protected.
- Respect for cultural practices, beliefs and preferences.
- The participant’s choice about involving family, carers or other representatives.
Participants should have the opportunity to understand the agreement, communicate their preferences and ask questions before accepting the arrangement.
What Should You Check Before Signing an NDIS Service Agreement?
Before signing an NDIS service agreement, make sure you understand the services, costs and conditions. Use this checklist to review the agreement:
- Do I understand exactly which supports I am receiving?
- Are the support hours, frequency and locations clearly stated?
- Do I understand the agreed prices and any additional charges?
- Are provider travel costs and cancellation terms explained?
- Do I understand how invoices and payments will work?
- Are the start date, end date and review arrangements clear?
- Do I know how to make a complaint or request a change?
- Have I had enough time to read the agreement and ask questions?
- Have I received a copy for my records?
Do not sign an agreement you do not understand. Ask the provider to explain unclear terms, request changes where necessary or seek independent advice before agreeing.
What Happens If You Disagree With a Service Agreement?
If you disagree with an NDIS service agreement, you can discuss your concerns with the provider before accepting it. You should understand and agree to the terms before support begins.
Here are some steps you can take:
- Ask Questions: Request an explanation of any unclear terms or conditions.
- Request Changes: Discuss amendments to costs, support arrangements or cancellation terms.
- Seek Assistance: Ask a trusted person or support coordinator for help, if applicable.
- Review the Revised Agreement: Take time to consider any changes before agreeing.
- Explore Alternatives: Consider other providers if you cannot reach an agreement.
The NDIA and NDIS Quality and Safeguards Commission are not parties to ordinary service agreements, and the NDIA does not keep or enforce these agreements. Depending on the issue, other complaint or legal options may be available.
For further guidance, read the official NDIS information on how to make an NDIS service agreement.
Can You Change or End an NDIS Service Agreement?
Yes, an NDIS service agreement can be changed or ended, depending on the terms of the agreement and the applicable requirements. If your support needs or circumstances change, review the agreement and discuss any necessary updates with your provider.
Before making changes or ending the arrangement, check the following:
- Notice Period: Review how much notice you must give to end the agreement.
- Changes to Support: Inform your provider if your circumstances or support needs change.
- Amendments: Agree on any necessary changes to the services or terms.
- Cancellation Conditions: Understand any applicable cancellation terms.
- Transition Planning: Plan how your support will continue if you decide to stop using the service.
Reviewing these conditions can help you manage changes clearly and avoid unexpected issues when adjusting or ending your support arrangements.
What Is the Official NDIS Service Agreement Template?
The NDIA provides a service agreement template, checklist, guidance and Easy Read resources to help participants and providers document their support arrangements.
The template can help you outline the agreed services, costs, responsibilities and other important conditions. However, it is a guide, not a compulsory format, and should be adapted to suit the specific arrangement.
Before using the template, remember to:
- Complete the relevant details for your support arrangement.
- Read the final agreement carefully and clarify anything you do not understand.
- Ensure both parties understand and agree to the terms.
- Keep a copy of the completed agreement for your records.
The template is not a substitute for legal advice if you need help understanding your rights or obligations.
Visit the official NDIS service agreement template and guidance for more information.
Understanding Service Agreements Before Starting Support With STARR Care
Before starting a support service, it is important to understand the agreed services, costs and responsibilities. A clear service agreement helps participants and families know what to expect and how support will be delivered.
STARR Care provides disability support services in South Hedland and across the Pilbara, including daily living assistance, respite care and Supported Independent Living. Our team can discuss the services we provide and clarify the arrangements relevant to your support needs.
Learn more about our Daily Living and Personal Care support, Respite Care services and Supported Independent Living services.
Frequently Asked Questions
1. What Is an NDIS Service Agreement?
An NDIS service agreement is an agreement between a participant and a provider that explains the supports being provided, how they will be delivered, what they cost and each party’s responsibilities. It helps both parties understand their expectations and what to do if something changes or goes wrong.
2. Is an NDIS Service Agreement Mandatory?
A service agreement is mandatory for Specialist Disability Accommodation (SDA). For most other NDIS supports, it is not generally mandatory, but the NDIS encourages service agreements as good practice, particularly for Supported Independent Living (SIL). Check the requirements that apply to your specific arrangement.
3. Can I Ask for Changes to My NDIS Service Agreement Before Signing?
Yes. You can ask the provider to explain unclear terms and discuss changes before accepting the agreement. Make sure you understand the supports, costs, cancellation terms and responsibilities before support begins.
4. Should an NDIS Service Agreement Include Cancellation Fees?
The agreement should explain cancellation and rescheduling arrangements, including any charges that may apply. However, a fee is not automatically valid just because it appears in the agreement. Applicable NDIS pricing rules and other requirements must be followed.
5. Do I Have to Use the Official NDIS Service Agreement Template?
No. The NDIA template is optional and can be adapted to suit the support arrangement. If you use it, complete the relevant details and ensure both parties understand and agree to the terms.
6. Can I End an NDIS Service Agreement If I Am Unhappy With My Provider?
The process depends on the agreement’s terms and applicable requirements. Check the notice period, cancellation conditions and relevant provisions, and discuss the change with your provider where appropriate. If you have concerns about unsafe support or a serious issue, seek assistance through the relevant complaints or regulatory channels.
Need Help Understanding Your NDIS Support Arrangements?
Before starting a new support service, it is important to understand what has been agreed, how support will be delivered and what costs or conditions apply.
STARR Care provides disability support services in South Hedland and across the Pilbara, including daily living assistance, respite care and Supported Independent Living. Our team can discuss the services we provide and explain the arrangements relevant to your support needs.
Understanding Your NDIS Service Agreement
An NDIS service agreement helps participants and providers clearly understand the supports being delivered, the costs involved and each party’s rights and responsibilities. Before signing, check the service details, payment arrangements, provider travel costs, cancellation terms, important dates and how questions or complaints will be handled. Take enough time to read the agreement, ask questions and request changes if needed. The official NDIS template and checklist can help, but the completed agreement should reflect your actual support arrangements and individual circumstances.
For participants in South Hedland and across the Pilbara, STARR Care provides a range of disability support services. Contact our team to discuss our services and clarify the arrangements relevant to your support needs.
Call us: (+61) 487-468-829
Email us at: info@starrcare.com.au
Visit us: Unit 3, Brand Street, South Hedland WA 6722
Follow STARR Care: Registered NDIS Provider on Facebook and Instagram