Service Agreements: What Participants Need To Know

When you’re using your NDIS funding, it’s important to feel confident and in control. One way to do that is by having a service agreement in place. But what does it actually mean, and do you really need one? Let’s clear it up. 

What is a Service Agreement? 

A service agreement is a written document between you and your provider that sets out what supports you’ll receive, how they’ll be delivered, and how much they’ll cost. It’s essentially a tool to make sure you and your service provider are always on the same page. 

Service agreements aren’t compulsory for most supports under the NDIS, but they are strongly recommended. In fact, if you’re accessing Specialist Disability Accommodation (SDA), a written service agreement is required. For all other supports, having one is best practice as it protects both you and your provider by making sure everything is clear upfront. 

What Should be in your Service Agreement? 

Your service agreement doesn’t have to be complicated. Simple and clear is best. While each service agreement will look a little different, the important details usually cover: 

• Your name, your provider’s name, and contact details 

• The type of supports and services you’ll receive 

• Where, when, and how often the supports will be delivered 

• The cost of supports, including any additional charges like travel 

• How to make changes or end the agreement 

• The provider’s cancellation terms, in line with NDIS Pricing Arrangements 

• How problems or complaints will be handled 

Both you (or your nominee or guardian if you have one) and your provider both sign the document, and you each keep a copy. 

Why it Matters 

One of the biggest benefits of a service agreement is that it gives you choice and control. You get to see, in writing, exactly what you can expect from your provider and what’s expected from you. That way, if something changes or doesn’t go to plan, you’ve got a clear reference point. 

If your provider gives you a standard agreement, take the time to review it. You can ask for changes if something doesn’t work for you. You can also bring along a trusted person to help you go through it. 

As your plan manager, First2Care always recommends keeping copies of your agreements and sharing them with us if you’d like us to help track your budgets, make sure invoices match your agreement, and support you in getting the most from your plan.