Service Agreements & Working with Providers
A clear service agreement helps everyone understand what supports will be provided, how much they cost, and what happens if things change. This page explains what to look for, questions to ask, and what to do if something doesn’t feel right.
Understanding Service Agreements
What a service agreement is, why it matters, and what it usually covers.
Questions to Ask Providers
Conversation starters for support workers, therapists, support coordinators and plan managers.
If Something Isn’t Working
Simple steps for raising concerns, changing providers, and keeping yourself safe.
1. What Is a Service Agreement?
A service agreement is an agreement between you (or your nominee) and a provider that explains what supports they will deliver and how. It can be written in different formats, but the aim is to make expectations clear for everyone.
Why Service Agreements Matter
- They set out what supports you will receive and how often.
- They explain how much services cost and how they will be billed.
- They describe cancellation rules, notice periods and travel charges.
- They outline how to give feedback or make a complaint.
If something goes wrong, a clear service agreement can make it easier to resolve issues and, if needed, change providers.
Who Is Responsible for What?
- You (or your nominee) – choose providers, agree to services, attend appointments, and communicate changes where possible.
- Providers – deliver supports safely and respectfully, keep records, send invoices, and follow NDIS rules and your agreement.
- Plan managers / NDIA – pay providers from your plan if services are in line with your budgets and the NDIS rules.
What a Good Service Agreement Usually Covers
| Topic | What to Look For |
|---|---|
| Supports Provided | Clear description of what services you will receive (e.g. support work, therapy, support coordination), where they happen, and how often. |
| Costs & Invoicing | Hourly rates, travel charges, report writing fees, non-face-to-face time if applicable, and how/when invoices will be sent. |
| Cancellations & No-Shows | How much notice is needed, when you may be charged a cancellation fee, and what happens if the provider cancels. |
| Changes & Reviews | How often the agreement is reviewed and how to request changes to days, times or types of supports. |
| Ending the Agreement | How much notice you or the provider must give, and how outstanding supports/invoices will be managed. |
| Safety & Privacy | How the provider keeps you safe, respects your privacy, and manages information about you. |
| Feedback & Complaints | How to raise concerns, who to contact, and what happens if issues are not resolved (including external complaints options). |
2. Service Agreement Checklist (Before You Sign)
You don’t have to sign a service agreement on the spot. It’s okay to take it away, ask questions, or show it to a trusted person before agreeing.
Quick Checklist
- I understand what supports will be provided and how often.
- I know how much it costs, including any travel, reports or non-face-to-face time.
- I know how cancellations work and how much notice I need to give.
- I know how to change or end the agreement if it stops working for me.
- I know how to give feedback or make a complaint if I’m unhappy.
- I feel comfortable that the provider will keep me safe and respect my rights.
3. Questions to Ask Before You Start
You are allowed to ask questions. A good provider should be happy to explain things clearly and in a way that works for you.
- Who will be coming to support me, and can I meet them first?
- How do you match support workers to the people you support?
- How do you handle changes to my regular worker or roster?
- How do you manage safety when supporting me in the community or in my home?
- How will you communicate with me about my supports (texts, phone, emails, app)?
- How do you charge for travel time and kilometres?
- What experience do you have working with people with similar needs or diagnoses?
- How will you involve me (and my family/carer if I want) in setting goals for therapy?
- How often will we review progress and update my plan or strategies?
- How do you charge for assessments, reports and travel time?
- Can you provide reports that clearly link to my NDIS goals?
- How will you help me understand and use my plan?
- How often will we check in, and how can I contact you between appointments?
- How do you help with finding and connecting to providers in my area?
- How do you record and report on our work together for NDIS reviews?
- What do you do if I am not happy with a provider or if there is a safeguarding concern?
- How long does it usually take to pay invoices?
- How can I see my budget balances and spending (portal, app, statements)?
- How do you check that invoices line up with my plan and the NDIS rules?
- What support do you offer if I think a provider has overcharged me?
- How will you communicate with me about low funds or overspending?
4. Example Plain-English Clauses
These are examples only to show the kind of wording you might look for. You can ask your provider to explain or adjust wording so it makes sense to you.
Cancellations
Example:
“If you cancel a booked support with less than 7 days’ notice, we may need to charge a cancellation fee in line with the current NDIS Price Guide. If we cancel, we will not charge you for that support and we will try to offer an alternative time.”
Communication & Changes
Example:
“We will communicate with you in a way that works for you (for example phone, SMS, email). If you want to change your regular days, times, or supports, please contact us to discuss options. We will review this agreement at least once every 12 months, or earlier if your needs change.”
Ending the Agreement
Example:
“You can end this service agreement at any time by giving 14 days’ notice in writing, by phone or email. We may also end this agreement by giving you 14 days’ notice if we are no longer able to safely or appropriately provide supports. We will work with you and your support coordinator to ensure a safe handover where possible.”
Safety, Rights & Complaints
Example:
“We will provide services in a way that respects your rights, privacy, culture and preferences. If you are unhappy with a support or decision, you can speak with your worker, a team leader, or our office. Our complaints process does not affect your right to make a complaint to the NDIS Quality and Safeguards Commission or other external bodies.”
5. If Something Isn’t Working
Even with a good service agreement, things don’t always go to plan. You still have rights, including the right to feel safe, respected and listened to.
Simple Steps
- Talk to the provider if you feel safe to do so.
Explain what is not working and what you would like to change. - Follow the provider’s complaints process.
Ask for it in writing if you haven’t seen it before. - Ask for help from a trusted person or Support Coordinator.
They can help you write emails, attend meetings, or change providers. - Use external complaint and safeguarding options if needed.
Our Complaints & Feedback page explains how to contact the NDIS Quality and Safeguards Commission and other bodies.
You can change providers if a service is not right for you. Check your service agreement for notice periods, and seek advice from your support coordinator, plan manager, or an advocacy service if you are unsure.