Service Agreements: Why They Matter in Your NDIS Plan

The NDIA recommends having a written service agreement so that both participants and providers clearly understand what has been agreed upon. Service agreements help ensure that the participant and provider share the same expectations regarding the supports that will be delivered and how they will be provided.

For Plan Managers, Service Agreements are crucial because they outline the agreed-upon services, allowing us to allocate and manage funds correctly, ensuring each participant's budget is used appropriately.

What is a Service Agreement?

A service agreement is a simple, written document that outlines the responsibilities of both the participant and the service provider. It helps all parties involved understand what is expected in terms of service delivery, payment, and what happens if expectations are not met.

A service agreement may include:

• The services and supports that will be provided

• The cost of the services and supports

• When, where, and how you would like the services to be provided

• The duration of the service agreement

• When the service agreement will be reviewed

• The provider’s cancellation policy

• The responsibilities of both you and your provider under the agreement

Note: Every service agreement is unique and tailored to each participant’s needs.

Why Are Service Agreements Important?

Service agreements help ensure that you receive the right supports as outlined in your NDIS plan. They provide clarity by detailing how services will be delivered, including the frequency and timing of support.

Having everything in writing prevents misunderstandings and allows both parties to refer to the agreement if needed.

Additionally, service agreements include critical details about service costs, payment processes, and procedures for making changes or ending the agreement, including any required notice period for cancellations.

Do You Need a Service Agreement?

While service agreements are not mandatory, they are highly recommended. Having a clear agreement in place provides protection and ensures accountability between you and your service provider.

Provider Obligations

Service providers also have responsibilities under a service agreement, such as delivering services as promised, following NDIS pricing guidelines, and adhering to policies regarding cancellations and changes. A well-structured agreement ensures that both participants and providers are on the same page, promoting a smooth and positive service experience.

Frequently Asked Questions About Service Agreements

1. Do all NDIS-funded services require a service agreement?
Not all services require a written service agreement, but having one is always beneficial as it provides clarity and security for both parties.

2. Can I change or terminate a service agreement?
Yes, service agreements can be modified or ended if your needs change. The agreement should outline the process and any required notice periods.

3. What happens if my provider doesn’t follow the agreement?
If a provider does not meet their obligations, you can discuss your concerns with them directly. If issues persist, you may contact the NDIS Quality and Safeguards Commission for further support.

As Plan Managers, we highly encourage participants to have a service agreement in place, as it helps us ensure that invoices align with the agreed-upon services and that funds are appropriately allocated.