An NDIS service agreement should clearly explain what support a provider will deliver, what it will cost, what extra charges may apply and how either side can make changes or end the arrangement.
Do not focus only on the hourly rate. Travel, reports, cancellations and notice periods can make a much bigger difference than people expect.
In Short
Before you sign, make sure you understand the support, the full cost, the cancellation rules and how to leave if the service is no longer right for you.
What is an NDIS service agreement?
A service agreement is an agreement between you and your provider about the supports you have both agreed to.
It should make clear:
- What support will be provided
- When and where it will happen
- What you and the provider are responsible for
- How much the support will cost
- How changes, concerns and cancellations will be handled
- How the agreement can be ended
In most situations, a written service agreement is recommended rather than compulsory. Written agreements are required for Specialist Disability Accommodation.
The current NDIA guide to service agreements explains what a good agreement should include and how it can help if something goes wrong.
A service agreement is not the same as your NDIS plan. Signing one does not guarantee that the proposed support is funded, affordable or able to be claimed from your current budget.
You still need to understand how the service fits your plan.
Check exactly what support is being offered
The agreement should describe the service clearly enough that you know what you are signing up for.
Look for:
- The type of support
- The expected frequency or number of hours
- Where the support will happen
- Who will deliver it
- Whether appointments are ongoing or arranged as needed
- Any assessment, report or review work that is expected
Be careful with broad wording such as “all services required” or “support as needed” if the likely hours and costs are not explained somewhere else.
In practice, a short and clear schedule of supports is often more useful than several pages of general terms.
Check the full cost, not just the session rate
The agreement should show the rate for the main service and explain other charges that may apply.
Depending on the provider and support, this could include:
- Provider travel time
- Kilometres, parking or tolls
- Report writing
- Emails, phone calls or other non-face-to-face work
- Resources or materials
- Cancellation charges
- Other agreed fees
Travel can include more than kilometres, so NDIS Provider Travel Charges Explained shows how travel time, vehicle costs, parking and tolls may be calculated and what to agree before support begins.
You do not need every future invoice predicted perfectly. You do need enough information to understand what may be charged and when.
The current NDIS pricing arrangements and price limits explain maximum prices and claiming conditions for many NDIS supports.
The pricing rules that apply can depend on how your funding is managed. Even where a price limit applies, you and the provider can still discuss the rate rather than treating the maximum as an automatic price.
A useful question is:
Can you please show me the likely cost of a normal appointment, including any travel, non-face-to-face work or other charges that may apply?
Read the cancellation terms carefully
Cancellation terms are easy to overlook when everything is going well.
Check:
- How much notice you need to give
- How you are expected to cancel
- When a cancellation fee may be charged
- Whether the full session fee or another amount may apply
- What happens if the provider cancels
- Whether there are exceptions for particular circumstances
The service agreement should not simply say that all missed appointments will be charged without explaining the conditions.
Current NDIS pricing rules set conditions for when providers can claim short-notice cancellations for particular supports. The provider’s policy should also be documented in the service agreement.
NDIS Cancellation Fees Explained will look more closely at what to check when a cancellation charge appears.
Check how you can change or end the agreement
A service agreement should not leave you feeling locked in.
Look for:
- How long the agreement runs
- Whether it renews automatically
- How much notice is needed to leave
- Whether charges may continue during the notice period
- How changes to hours, rates or support types will be agreed
- What happens to future appointments after notice is given
A cancellation policy for an appointment is different from the notice period for ending the whole service agreement. Check both.
The current NDIA guidance on changing providers explains that your agreement should tell you how much notice is required and whether fees may apply.
Changing providers is a normal part of the NDIS. A reasonable notice period can help both sides plan, but the process should still be clear and workable.
You can ask for changes before signing
A provider may give you a standard agreement, but that does not mean every term has to remain exactly as written.
Current NDIA guidance says you can suggest changes to make the agreement suit your needs. The provider should also help you understand the agreement and provide it in a language or communication format you can use.
You might ask to clarify:
- An unclear charge
- A long notice period
- How reports will be approved
- Who can authorise extra work
- How changes in support hours will be confirmed
- How often the agreement will be reviewed
If the provider cannot explain an important term clearly, pause before signing.
You could say:
I’m comfortable with the support being proposed, but I would like to clarify the travel, report, cancellation and notice terms before I sign. Can we go through the expected costs and update anything that is unclear?
Compare invoices with what was agreed
Once support begins, the service agreement becomes a useful reference point.
When an invoice arrives, check whether it matches:
- The support delivered
- The time used
- The agreed rate
- Any travel or report charges
- The cancellation terms
- Other costs listed in the agreement
If something does not match, start with a calm written question rather than assuming the provider has acted incorrectly.
How to Check an NDIS Invoice Before You Approve It will provide a simple invoice-review process.
Know what you are agreeing to
Before signing, make sure you can answer:
- What support am I agreeing to?
- What will a normal appointment cost?
- What extra charges may apply?
- What happens if I cancel?
- How can the provider change the agreement?
- How can I end the agreement?
- Who do I contact if something is wrong?
The NDIS Funding Plan Guide helps you check service agreements, provider charges, invoices and other plan decisions before small misunderstandings become larger problems.
