What a service agreement is
A service agreement is a signed agreement between you and your provider.
It describes what you and your provider have agreed about your NDIS supports, including:
- how the provider will deliver your supports
- what those supports are
- how much they cost how your provider will get paid
- how to make changes.
What service agreements are for
Service agreements are to protect you.
Having a service agreement means you and your provider will have a shared understanding about your NDIS supports, your responsibilities and what to do if something goes wrong.
Your service agreement can also include your written consent to begin working together.
A service agreement can help to manage the relationship you have with your providers.
If a provider does something you didn’t agree to, such as charging you more, you can refer to your service agreement when you talk to them about it.
Or you can make a complaint to the NDIS Quality and Safeguards Commission .
Tip: You don’t have to create one, but we recommend it.
In most cases you aren’t required to create a written service agreement. We do recommend creating one every time you start working with a new provider.
Written service agreements are only mandatory for specialist disability accommodation (SDA) supports.
What a service agreement is like
A good service agreement includes
What NDIS supports are being provided
- what NDIS support is being provided
- how the NDIS support will be provided
- when and where the NDIS support will be provided.
The cost of the NDIS supports
- the price you will pay
- any costs for materials or products
- the cost of travel for the provider
- any other fees or charges
- whether you need to pay GST
- how the provider will be paid (by the participant, through direct claims on NDIA-managed plans or by a plan manager).
Responsibilities
- the provider’s cancellation policy
- the rules the provider needs to follow
- the rules you need to follow
- what you or the provider can do if either side isn’t meeting its responsibilities.
When you disagree
- what to do if you are unhappy with a situation or service
- how you can raise any concerns or issues
- who to contact if an issue can’t be resolved or you have a complaint.
Further considerations when making a service agreement
- the service agreement is in a format and uses language I understand
- I know how long the service agreement goes for
- I know when the service agreement will be reviewed
- I understand how changes to the service agreement will be managed
- I understand how to end the service agreement.
Video
Learn what a service agreement is in this video.