Blog

An NDIS service agreement should make it clear what support you will receive, what it will cost and what both you and the provider have agreed to do.

Unfortunately, they are not always written in the clearest language. Some run to several pages of standard conditions, and they can be genuinely difficult to follow.

You do not have to rush. You can ask questions, request changes and have someone you trust, such as a family member, advocate, support coordinator or plan manager, help you review it. A good provider should want you to understand the terms before you sign.

What Is an NDIS Service Agreement?

An NDIS service agreement sets out the arrangement between you and a provider about the supports or services you will receive.

For many supports, you and the provider can reach an agreement in writing, through conversation, or by email or message. However, having the details in writing gives both parties a clear record of what was discussed and accepted.

A written service agreement should explain what supports will be delivered, how and when they will be provided, what they will cost, how the provider will be paid and how the arrangement can be changed or ended.

When you agree to purchase supports or services from an NDIS provider, you are entering into a contract. Australian Consumer Law applies, even when the supports are paid for through your NDIS plan.

Check that the written terms match what you discussed with the provider. If something has only been promised verbally, ask for it to be included in the agreement.

Is a Written Service Agreement Compulsory?

Written service agreements are mandatory for Specialist Disability Accommodation, commonly known as SDA.

For most other NDIS supports, a written agreement is not compulsory. However, the NDIA recommends creating one whenever you start working with a new provider.

Even when an agreement is not compulsory, putting the details in writing can protect both sides. If there is later a disagreement about what was promised, charged or agreed, the document gives everyone something clear to refer back to.

Check Exactly What Support Will Be Provided

The agreement should describe your support clearly enough that you know what you are paying for. Broad descriptions such as “community support”, “personal assistance” or “capacity building” may not provide enough detail on their own.

Before signing, check whether the agreement answers these questions:

• What specific supports or services will you receive?
• How often will they be delivered?
• How long will each session or shift usually be?
• On which days, at what times and in which locations will support be provided?
• Will support be one-to-one or delivered in a group?
• Can you expect the same worker or regular team?
• What happens if your usual worker is unavailable?

The support described should reflect your needs, preferences and goals rather than simply repeating wording from a standard template.

If the agreement does not match what you were told, ask for it to be corrected before you sign. Agreed changes belong in writing.

Make Sure the Costs Are Clear

The agreement should show how each service will be charged. This may be an hourly rate, session rate, daily rate, unit price or agreed total.

Check whether different rates apply during evenings, weekends or public holidays, whether GST may apply and how any future price changes will be handled.

The NDIS Pricing Schedule 2026–27 provides guidance on the appropriate and reasonable maximum prices for NDIS supports. Providers may charge less, and you and the provider can negotiate the price that will apply.

A provider must discuss proposed price changes to an existing service agreement with the participant. You must agree before a change is made.

The agreement should state the price you have accepted rather than simply saying the provider will charge whatever amount is available.

Watch for Additional Charges

The hourly or session rate may not be the only cost connected with your support.

Depending on the service and current NDIS claiming rules, the agreement may mention provider travel, kilometres or activity-based transport, non-face-to-face work, reports, preparation, materials or cancellation charges.

Some personal costs, such as activity entry fees, may need to be paid separately rather than claimed from your NDIS plan. The provider should clearly explain the difference between an NDIS claim and a personal out-of-pocket expense.

Not every provider charges every possible additional cost. Including a charge in a service agreement does not, by itself, make it claimable from NDIS funding. The agreement should explain which additional charges may apply, how they will be calculated and whether you need to agree to them in advance.

If the wording is unclear, ask for a practical example:

“If a support worker travels 30 minutes to my home and then drives me 20 kilometres during the shift, exactly what will be charged to my plan?”

A provider should be able to answer clearly.

Read the Cancellation Policy Carefully

Cancellation charges can have a significant effect on your budget, so this section deserves close attention.

The cancellation notice period and amount that may be claimed can vary depending on the type of support, current NDIS claiming rules and the terms agreed with the provider.

In some circumstances, a provider may be able to claim a cancellation fee. However, the applicable conditions must be met, and the arrangement should be clearly explained and agreed to in advance.

Ask the provider to clearly explain how much notice you need to give, how to give it, what may be charged and the circumstances in which a cancellation fee would apply.

The agreement should also explain how unexpected illness, hospital admission or emergencies are handled.

Australian Consumer Law applies to NDIS services. Excessive cancellation fees, unfair terms or notice periods that make it unreasonably difficult to change providers may raise consumer law concerns.

What Happens If the Provider Cancels?

Cancellation policies should also explain what happens when the provider cannot deliver the scheduled support.

Ask whether a replacement worker will be offered, how quickly you will be notified and whether you can decline an unfamiliar worker. This is especially important if you rely on personal care, medication assistance, meal preparation or other essential supports.

For registered providers, service agreements should set out the arrangements for providing supports during an emergency or disaster. Ask the provider how those arrangements would apply if your usual services were disrupted.

Understand Invoicing and Payment

The agreement should identify how your funding is managed and how the provider will be paid.

Payment may be made through direct claims for NDIA-managed funding, through a plan manager, or by you if your funding is self-managed. Check how often invoices will be issued and whether they clearly show the date, type, duration and cost of each support, who will receive them and how you can dispute a charge.

Signing an agreement does not mean you should stop watching your budget. Compare invoices and plan claims with the services you received, and raise anything that does not look right.

Check Consent, Privacy and Information Sharing

A provider may need personal information to deliver your supports, but the agreement should not give broad permission to collect, use or share information unrelated to the service.

Check what information will be collected, why it is needed, how it will be stored and who it may be shared with, such as family members, support coordinators or other providers.

If the agreement asks for permission to take photographs or videos, check how they may be used, stored and shared.

You should understand exactly what you are consenting to and be given the chance to ask questions before agreeing. The agreement should also explain how you can change or withdraw consent if you need to.

Understand Both Parties’ Responsibilities

Most service agreements describe responsibilities for both parties.

You may be expected to treat workers respectfully, provide a suitable working environment, give accurate information and communicate changes or cancellations.

The provider’s responsibilities should be equally clear. These may include delivering the agreed supports, communicating changes, respecting your privacy and choices, providing appropriately skilled workers, keeping accurate records and following the NDIS Code of Conduct.

Be cautious if the agreement places detailed obligations on you while the provider’s responsibilities remain vague or heavily limited.

Find Out How the Agreement Can Be Changed

Needs, schedules, plans and budgets can change.

The agreement should explain how either party can request changes, whether changes must be made in writing and when the agreement will be reviewed.

A review may be appropriate when you receive a new plan, begin receiving different supports or continue under an arrangement that has changed.

You can suggest changes before signing. You should not be expected to accept a standard agreement that does not reflect the support arrangement.

Check How You Can End the Agreement

You should not feel trapped with a provider whose services are no longer right for you.

Check how much notice you must give, how notice must be provided and whether scheduled services during the notice period may still be charged.

Also look for automatic renewal clauses, exit charges or financial penalties. These should be clearly explained and should not make it unreasonably difficult to leave.

Changing providers is normal. You can switch providers, although you should follow any reasonable notice conditions in your service agreement.

Understand the Complaints Process

The agreement should explain how to raise a concern or make a complaint.

Check who to contact, whether complaints can be made verbally or in writing, how the provider will respond and how the matter can be escalated. You can also involve an advocate or support person.

Providers must make participants feel safe to raise concerns or complaints and must not threaten them for doing so.

If you are concerned about unsafe or poor-quality supports, or you are unhappy with how a provider has responded to a complaint, you can contact the NDIS Quality and Safeguards Commission.

If someone is in immediate danger, call 000.

Ask for an Accessible Version

You should receive the agreement in a format and language you can understand.

You can request plain-English wording, Easy Read information, larger print, translated information, a verbal explanation or communication through your preferred method. You can also ask for more time to review it.

A family member, friend, advocate, nominee, support coordinator or plan manager can help you go through the terms.

The goal is for you to genuinely understand what you are agreeing to, not just to sign at the bottom.

Warning Signs Before You Sign

Take extra care if a provider pressures you to sign immediately, refuses to explain unclear wording or will not give you a copy to review.

Be cautious of vague pricing, important terms that can be changed without your agreement, excessive cancellation fees or clauses that make it unreasonably difficult to leave.

If the agreement gives the provider broad control over your funding or personal information, that is worth questioning too. The same applies if the provider discourages you from involving an advocate or trusted person, or makes verbal promises that do not appear in writing.

A provider worth working with should welcome reasonable questions. How they respond before you sign can tell you a great deal about what the working relationship will be like.

Final Thoughts

A good NDIS service agreement should make the arrangement clearer, not harder to understand.

Before signing, check the full cost, cancellation and invoicing arrangements, how your information may be used and how you can end the agreement. Do not sign blank sections or rely on verbal promises. Make sure agreed changes are included in writing and keep a complete copy.

Take your time and ask direct questions. The right provider will want you to understand the agreement because a clear beginning usually leads to a better working relationship.

JNJ Community Support Services works with participants and families to provide respectful, person-centred support at home and in the community. Our team takes the time to explain how services work, answer questions and make sure participants understand what has been agreed before support begins.

References

• NDIS – What Is a Service Agreement?
• NDIS – How to Make a Service Agreement
• NDIS – Pricing Arrangements 
• NDIS – How to Change Providers
• NDIS Quality and Safeguards Commission – Core Module: Provision of Supports
• NDIS Quality and Safeguards Commission – NDIS Code of Conduct
• NDIS Quality and Safeguards Commission – Report an issue or make a complaint about a provider or worker
• Australian Competition and Consumer Commission – Consumer rights and the National Disability Insurance Scheme

Disclaimer

This article provides general information only and should not be considered legal, financial or individual NDIS advice. NDIS rules, prices and provider requirements may change. Refer to current official government guidance or obtain professional advice about your circumstances.