Before a provider starts supporting you, they will usually ask you to sign a service agreement. It can be tempting to sign quickly so support can start. But a service agreement is an important document, and it is worth taking the time to understand it.
This guide explains what a service agreement is, what it should include and what to check before you sign. It is general information, not legal advice. If you are unsure about something in an agreement, ask the provider to explain it, or ask your support coordinator, an advocate or someone you trust to read it with you.
What a service agreement is
A service agreement is a written agreement between you and a provider. It sets out what support they will provide, how and when it will be delivered, what it costs, and what both of you are responsible for.
It helps everyone understand what has been agreed, and it gives you something to point to if things change or go wrong. Most providers will ask you to sign one, and it is a good idea to have one even when it is not strictly required.
You can have someone help you with the agreement, such as a family member, friend, advocate or support coordinator. If you have a nominee or guardian, they may need to be involved.
What a good service agreement includes
A clear service agreement should cover:
- The supports: exactly what the provider will do, described in plain words.
- When and where: the days, times and places support will be delivered.
- How much it costs: the price for each support, and how prices relate to the NDIS price limits.
- Which part of your plan pays: the support budget each support will be claimed from, and how your plan is managed.
- How payment works: who the provider will bill, such as the NDIA, your plan manager or you, and how often.
- Your responsibilities and theirs: for example, letting each other know about changes.
- Cancellations: what happens if you cancel a support at short notice, and whether you will be charged.
- Changes: how the agreement can be changed, and how you will be told about price changes.
- Ending the agreement: how much notice either of you needs to give.
- Feedback and complaints: how to raise a concern with the provider, and that you can contact the NDIS Quality and Safeguards Commission at any stage.
- Privacy: how your information will be stored and shared.
- How long it lasts: the start date, and when it will be reviewed.
What to check before you sign
Go through the agreement carefully. These questions are a good place to start.
Do the supports match what you asked for?
Check that the supports, times and places in the agreement are what you talked about. If something is missing or different, ask about it before you sign.
Are the prices clear?
You should be able to see what each support costs and how it adds up. Ask the provider to show you how the prices compare with the current NDIS Pricing Schedule. If your plan is NDIA-managed or plan-managed, prices must sit within the price limits.
Ask, too, whether any extra charges could apply, such as for travel to and from your home, or for reports and meetings. These should be agreed in writing in advance, not added later.
Will your budget stretch?
Ask the provider to estimate how much of your budget their supports will use over the length of your plan. If the agreement would use up a budget before your plan ends, it is better to know now.
What are the cancellation rules?
Check how much notice you need to give to cancel a support, and what you will be charged if you cannot give that notice. The NDIS has rules about short notice cancellations, and the provider should explain how they apply.
How do you end the agreement?
You have the right to change providers. Check the notice period and make sure it is reasonable. You should not have to give a reason for leaving.
Is anything tied to something else?
A service agreement should be about the supports it covers. It should not require you to use other services from the same provider. If the same organisation, or two related organisations, provide your housing and your support, these should be in separate agreements, and you should be able to change your support provider without losing your home.
What happens if something goes wrong?
Check how to raise a concern or make a complaint, and who you will speak to. A good provider welcomes feedback and makes it easy to raise a problem.
Take your time
You do not have to sign on the day. Take the agreement home, read it with people you trust and come back with questions. A good provider will be happy to explain anything and will not pressure you.
You can ask for:
- a plain language or Easy Read version
- an interpreter, through TIS National
- a meeting to go through the agreement together
- changes to anything that does not suit you
Keep a copy
Once you sign, keep a copy somewhere safe, along with your NDIS plan. If you have a support coordinator or plan manager, they may also need a copy, but only with your permission.
Review it when things change
A service agreement is not set forever. Review it when your plan changes, when your needs change, or when the provider tells you about changes to prices or services. If something in the agreement is no longer right for you, ask for it to be updated.
Our service agreements
At Manora Care, our service agreements are written in plain language, and we go through them with you line by line. You can take the agreement away to read with anyone you like, and we will not pressure you to sign or decide on the spot. Read how getting started works, how our pricing works and your choice, protected, or contact us with any question. For words you are not sure about, see our NDIS glossary.
This guide is general information, not advice about your plan. NDIS rules change from time to time. For your own situation, check with the NDIA, your support coordinator or your plan manager.
