A Simple Guide to NDIS Service Agreements

A Simple Guide to NDIS Service Agreements

Before receiving support from a provider, you may be asked to sign a service agreement.

A service agreement explains what support will be provided, how the service will operate and what both you and the provider can expect from one another. It should help create a clear and respectful working relationship—not leave you confused by complicated language.

Here are the key things to understand before agreeing to a service.

What Is a Service Agreement?

A service agreement is a written agreement between a participant and a service provider.

It usually describes:

• The supports the provider will deliver

• When and where services will take place

• The cost of those services

• How payments will be handled

• The responsibilities of each person

• How services can be changed or cancelled

• How the agreement can be ended

The agreement should reflect the services you have actually discussed. It should not include supports you do not want or details you have not agreed to.

What Should You Check Before Signing?

Take time to read the entire agreement, including any sections about additional charges, cancellations and ending services.

Pay particular attention to:

Services and Schedule

Check that the agreement accurately describes the type of support you will receive and how frequently it will occur.

If the schedule needs to remain flexible, make sure the agreement explains how shifts or appointments will be arranged.

Pricing and Additional Costs

The provider should clearly explain how much each service costs.

Ask whether you may also be charged for:

• Provider travel

• Transport during a support shift

• Non-face-to-face work

• Reports or administration

• Late cancellations

• Weekend or public-holiday services

You should understand what you are paying for before the service begins.

Cancellation Requirements

The agreement should explain how much notice you must provide when cancelling a scheduled service and when a cancellation fee may apply.

It should also explain what happens if the provider cancels or cannot supply your regular worker.

Duration of the Agreement

Check when the agreement begins, whether it has an end date and how it will be reviewed.

You should also understand how much notice either party must provide to end the arrangement.

You Can Ask for Changes

A service agreement should not be treated as a document you must accept exactly as presented.

If something is unclear, inaccurate or unsuitable, ask the provider to explain or change it. You may want to negotiate details such as scheduling, communication methods or how particular supports will be delivered.

“Do not sign an agreement you do not understand. A suitable provider should be willing to explain it clearly.”

You can also ask for the agreement in a format that is easier for you to understand, such as plain language or a version that accommodates your communication needs.

You Can Get Help Reviewing It

You do not have to review a service agreement alone.

You may choose to discuss it with:

• A family member

• Your nominee

• A Support Coordinator

• Your Plan Manager

• An advocate

• Another trusted person

They may help you identify questions or sections that require further explanation. However, decisions about your services should still reflect your own preferences and consent.

Know Your Responsibilities

A service agreement may also describe your responsibilities as a participant.

These could include treating workers respectfully, providing a safe environment for support, giving the required notice when cancelling and informing the provider when your needs or circumstances change.

The provider’s responsibilities should also be clearly described. These might include respecting your privacy, arriving at agreed times, delivering services safely and responding appropriately to feedback or complaints.

The responsibilities should be reasonable and apply fairly to both parties.

Keep a Copy

Once the agreement has been signed, request a copy and keep it somewhere accessible.

You may need to refer to it if:

• You receive an unexpected charge

• Your scheduled services change

• You want to make a complaint

• You decide to change providers

• Your support needs or NDIS plan change

If the agreement is updated, ask for a copy of the new version.

Review the Agreement When Things Change

A service agreement does not need to remain unchanged forever.

It may need to be reviewed when:

• Your goals or support needs change

• Your NDIS plan is replaced or reassessed

• You change the frequency of your services

• The provider changes its prices or policies

• Your usual location or schedule changes

• You want to add or remove a service

Any significant changes should be explained and agreed upon—not introduced without your knowledge.

Clear Agreements Create Better Support

A service agreement is most useful when it creates clarity for everyone involved.

At Solss Sparkles, we want participants to understand the services they receive and feel comfortable asking questions before making a decision. We work with participants and their chosen representatives to develop support arrangements that respect individual needs, preferences and goals.

Contact Solss Sparkles if you would like to discuss our services or learn more about beginning support with our team.