NDIS Service Agreements
A service agreement is an agreement between an NDIS participant and a provider. It sets out what both parties have agreed to, including what supports will be delivered, how they will be delivered, and what each person or organisation is responsible for. When a participant agrees to use their NDIS budget to pay for supports, they are entering a contract with their provider, and that this arrangement is covered by Australian Consumer Law (according to the NDIA).
Service agreements are one of the most practical tools for reducing confusion and improving communication. They do not change NDIS funding rules, but they can make expectations much clearer between a participant and provider.
What is a Service Agreement?
A service agreement is an agreement between a participant and provider that makes clear what both parties have agreed to. Making a service agreement is a negotiation, and participants can involve another person (such as a loved one) to help.
A service agreement may be:
A written document; or
An agreement made through conversations or other communications
Even where there is a written agreement is not mandatory, the NDIA recommends having one so both parties are clear on what supports will be delivered and how they will be delivered.
When is a Service Agreement Required?
For most NDIS supports, the NDIA does not require a written service agreement. However, a written service agreement is required for Specialist Disability Accommodation (SDA) supports under NDIS rules.
This is an important distinction. A participant may choose written agreements for all supports (which is often helpful), but SDA is one area where written agreements are specifically required.
What’s Included in a Service Agreement?
A service agreement can include details about:
How the provider will deliver supports
How the provider will help the participant access supports
What supports will be provided
Where supports will be provided
How often supports will be provided
How much supports cost
How payment will be made
When the agreement starts and ends
How the agreement can be changed
What happens if there’s a problem
Who to talk to about supports
Any other costs linked to receiving supports
This information helps both parties understand not only the support itself, but also how the arrangement will be managed over time.
Why Service Agreements Matter
Service agreements help participants and providers have the same expectations. In practice, this can reduce misunderstandings about scheduling, invoices, cancellations, notice periods, communication, and responsibilities.
Service agreements often work best when they are treated as a practical planning tool, not just paperwork. A clear agreement can make it easier to:
Compare providers
Track what was actually agreed
Resolve issues early
Support confidence in using plan funding
How to Make a Service Agreement
The NDIA encourages participants and providers to talk before finalising a service agreement. Participants can choose how they communicate (for example, by phone or in person) and who they want involved in the conversation. The NDIA also suggests that providers should support participants to understand the agreement in the participant’s preferred language and communication method.
Topics participants may want to discuss when creating their service agreement(s) include:
Goals
Supports
Costs
Responsibilities
The agreement term and review points
What to do if they’re unhappy with the supports
It’s important to note that participants do not have to agree to a service agreement immediately. They can always ask for more information and talk to someone they trust before deciding.
What to Discuss Before Agreeing
Your Goals
A participant may want to talk to the provider about:
Their goals
How the provider’s supports could help work toward those goals
Whether the supports can be paid for using NDIS funding
This helps check that the support arrangement is practical and aligned with the participant’s plan and priorities.
Supports & Service Delivery
Participants can also discuss:
What supports are being provided
How they will be delivered
When they will be delivered
Where they will be delivered
These details are often where misunderstandings happen, so clarity upfront is incredibly useful.
Cost & Payments
Participants can ask about:
The cost of supports
Any additional costs (including costs linked to home visits, travel, or other service conditions, if applicable)
How payment will be made
Providers should be clear about pricing and payment terms. NDIA provider guidance links service agreements to consumer law responsibilities, which reinforces the importance of clear pricing and fair contract terms.
Responsibilities of Both Parties
A service agreement can set out:
What the participant and provider need to do before supports begin
How changes or cancellations should be handled
What happens if either party cannot do what the agreement says
This section of the agreement is often essential for managing notice periods, missed appointments, or changes in support needs.
Problems & Complaints
A service agreement should also make clear:
What to do if a participant is unhappy with their supports
What to do if something goes wrong
Who to contact if a problem cannot be resolved directly
This does not remove a participant’s right to make a complaint through formal channels where relevant. The NDIS Commission also sets out conduct expectations for providers through the NDIS Code of Conduct.
How to Use a Service Agreement
Once a service agreement is made, both the participant and provider are expected to follow it. Agreements can be shown in different ways, including signing a document, confirming by email, or agreeing in conversation (depending on the support and format used).
A service agreement may also include participant responsibilities, such as:
Paying for services on time (where relevant to the funding arrangement)
Notifying the provider if something changes
The NDIA encourages participants to make sure they understand what they must do under the agreement. Once expectations are clear, participants can focus on using supports toward their goals.
Written VS Verbal Agreements
The NDIA acknowledges that agreements can be verbal or written for many supports but strongly recommends written agreements because they provide a clear record. In practice, written agreements are easier to review, update, and rely on if there is a dispute or confusion later.
A participant does not need to use a provider’s standard agreement without question. Service agreements are negotiated, and participants can ask questions, request changes, or ask someone they trust to help them understand the terms before agreeing.
NDIS service agreements are a practical way to clarify what supports a provider will deliver, how they will be delivered, and what each party is responsible for. While written agreements are not required for most supports, the NDIA recommends them because they help participants and providers share the same expectations, and they provide a clearer reference point if changes or problems arise. SDA supports are an important exception, where a written service agreement is required.
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For more information on your NDIS Access Request visit: ndis.gov.au
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For Providers: 1300 311 675