How to Prepare a Service Agreement & Stay in Control

Updated: Apr 20

As an NDIS Participant, you have the option to formalise your service provider supports through the use of a Service Agreement. Although Service Agreements are not compulsory, they can give you more choice and control, and help you confidently work towards your goals knowing that you'll be supported in a way that suits your needs.


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Two people working to create a service agreement

What is a service agreement and why is it important?

For some, the idea of outlining a service agreement can be a little daunting. But a great way to think of a service agreement is as a tool to make sure you and your service provider are always on the same page. With your service provider, you can create a written document setting out what supports they will provide and how they will be delivered. Service agreements don’t need to be complicated, in fact it’s better to keep it simple.


What should you expect in a service agreement ?

Creating and implementing a service agreement is between you and your service provider. The service agreement is tailored to your personal needs, and there are no rules as to what you can include. However, to prevent any miscommunication, there are some key details you should consider when creating a service agreement.


What to include in your service agreement:

  • Your name and contact details

  • Your provider’s name and contact details

  • The start and end date of your service needs, within your current NDIS Plan

  • What supports and services the provider agrees to provide

  • How, when and where you would like your supports and services to be provided

  • The cost of the supports and services

  • How you and your provider will handle any problems or issues that may arise

  • The provider’s cancellation policy

  • How you or your provider may change or end the service agreement

  • When your service agreement will be reviewed

It is possible your provider may have their own standard service agreement already in place. If this is the case, take the time to read it carefully and if there are any of the above check list items missing or further adjustments you feel are important, you can discuss this with your prospective service provider. When you have drafted, and reviewed your service agreement, both you and your service provider can sign the document to make it binding.


How you can stay in control

Your service agreement will signify the support and services you will receive from your service provider in helping you achieve your NDIS goals. It’s very important for you to feel a sense of control in the creation of your service agreement. This is especially vital if the service provider will be assisting your NDIS journey in an ongoing manner. Whether you’re creating a service agreement from, or your service provider has a standard service agreement that they generally use, think about making notes on what you would like to be included in the service agreement before meeting with your prospective service provider. In the meeting, have an open and honest discussion with your service provider regarding what your needs and wants are. It’s best to have this discussion before you engage their services as you seek to exert your right of choice and control by ensuring you have covered all bases within the proposed service agreement. Remember, you can always bring a family member, friend or another person to the meeting for additional support.


You have a service agreement. What’s next?

When you and your service provider are happy with the service agreement and have both signed the document, make sure to keep a copy for your records. This can be a digital or hardcopy, depending on your preferences. If you are Plan Managed by First2Care, it’s a good idea to send through a copy of your service agreement to us. Having a copy of this document on hand can help us continue to manage your NDIS funds by tracking your spending and ensuring your funds are being used effectively. It will also help our team keep up to date with your current agreed services.


Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.