Service Agreements: What Providers Need To Know

When you’re delivering NDIS supports, it’s important to work in a way that’s clear, professional, and transparent. One of the best ways to do this is by having a service agreement in place. But what exactly does it cover, 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 the participant that sets out what supports you’ll deliver, how they’ll be delivered, and how much they’ll cost. It’s essentially a tool to make sure you and the participant 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 providing 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 the participant by making sure everything is clear upfront.

What Should be in a Service Agreement?

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

• Your business name, the participant’s name, and contact details

• The type of supports and services you’ll deliver

• 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

• Your cancellation terms, in line with NDIS Pricing Arrangements

• How problems or complaints will be handled

Both you and the participant (or their nominee or guardian) sign the document, and each of you should keep a copy. Importantly, if a nominee or guardian is signing on behalf of the participant, you should verify their legal authority to do so.

Why it Matters

One of the biggest benefits of a service agreement is that it helps establish trust and clarity with participants. Having everything set out in writing reduces the risk of misunderstandings and gives you a clear reference point if something changes or doesn’t go to plan.

If you provide a standard agreement, take the time to explain it in plain language so the participant understands what they’re signing. Be open to making changes where needed to ensure the agreement works for them. It’s a small investment of time that can make a big difference in your working relationships.