A service agreement is the foundation of your relationship with every NDIS participant you support. Done well, it protects both parties and demonstrates your commitment to choice and control. Done poorly, it becomes a source of disputes, audit findings, and potential registration issues.
The NDIS Practice Standards require registered providers to have a written agreement with participants that covers the supports to be delivered. Service agreements must be written in plain language, must not include terms inconsistent with the NDIS Code of Conduct, and must not include unfair cancellation or lock-in clauses. Key elements include: the supports to be provided and their price; the duration of the agreement; the notice period for either party to end or change the agreement; how and when invoices will be issued; and the process for raising and resolving complaints.
Write at a Year 8 reading level wherever possible. Use short sentences, active voice, and clear headings. For participants with intellectual disability, low literacy, or English as a second language, consider easy-read versions, visual supports, or verbal explanations supported by a signature page. Document your process for explaining the agreement and any support provided during the signing process.
Prices must not exceed published NDIS price limits for each support item. Include a review clause for when NDIS pricing updates come into effect. Cancellation policies must be explained clearly — the NDIS allows providers to charge for short-notice cancellations under the Short Notice Cancellation rules, but your agreement must state this policy explicitly. Build in a variation clause for how changes to supports, pricing, or terms will be communicated and agreed.
Every service agreement must reference the participant's right to make complaints to you and to the NDIS Commission (1800 035 544) without fear of retaliation. The exit process should specify the notice period required by each party, what happens to unspent funding, and how records will be handled after the relationship ends. Review service agreements at least annually.
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