NDIS provider onboarding: agreements, schedules and consent

Provider Paperwork: Service Agreements & Schedule of Supports

By Tristram Peters · Originally published 26 June 2023

For providers: check the schedule before the first visit

Explain the tasks, frequency and proposed charges in a format the participant can use. Make sure the schedule describes what you have agreed, including what happens when a visit changes. If you add another charge, explain it before seeking agreement.

Keep an agreed copy and a process for recording changes. Check that invoices match the services delivered and agreed terms. Review the schedule when funding availability or support needs change, rather than treating the first document as permission for every future bill. NDIA guidance sets out the agreement conversation.

Original article and dated context

Tristram Peters is Head of Participant Engagement at Clickability, helping participants find and connect with service providers. He also co-hosts the Grow Bold with Disability and What Are You Staring At? podcasts.

For the past few weeks, we’ve explored how NDIS service providers can find participants. But once you and a participant have agreed to work together, what paperwork do you need to provide to make it official? Is paperwork even necessary?

In this post, we’re going to share what you need to do to begin working with a participant. We’ll answer:

What is a service agreement?
What is a schedule of supports?
How do you obtain feedback from participants?

What is a service agreement?

A service agreement is a document that protects both you and your participants. Not only does it outline your expectations as a provider, but it also provides the participant with the assurance of the type of service you will deliver and any recourse they might have if they are unhappy. Service agreements are good practice and will also assist you with record keeping.

[Clickability update, September 2026: The NDIA recommends written agreements for most supports; SDA requires one. Check the NDIA agreement guidance.]

In practice, they should include the following at very least:

Your name and contact details
Your participant’s name and contact details
The participant’s plan length, including start and end date
The start and end date of your service delivery, obviously within the above plan length
The supports you will provide and how/when you will provide them, including the number of hours, per week or month
The cost of those supports (remembering the Price Limits)
Your complaints and feedback policy
A Terms and Conditions, which details your cancellation policy or how you or the participant can change or end the service agreement
When you will review the service agreement

After both you and your participant have signed the service agreement, you will need to send them a copy for their own records.

What is a schedule of supports?

Within a service agreement, you will often find a schedule of supports. This document notes when and how often you will be providing support to the participant, and how much you will invoice. This helps the participant budget their NDIS Plan, as they can factor in how much of their funds they have remaining. Even if your support is one-off, a schedule is useful.

[Clickability update, September 2026: A schedule helps plan delivery; it does not authorise payment for support not delivered. Check any funding periods and available funding as well as the overall plan dates. Read the current funding guidance.]

For example, a schedule of supports might say that you will provide two hours of personal care each week for the duration of a participant’s NDIS Plan. You would state how much this would cost, again to ensure you and your participant are on the same page. Within your service agreement, you would say how much notice the participant needs to give you to end these supports.

How do you obtain feedback from participants?

As a provider, you should actively seek feedback from your participants. By feedback, we don’t just mean complaints either! You should be seeking good news stories from participants, to share with your team where appropriate. This can confirm the participant is on the right track towards a positive outcome, which they can use in their NDIS Plan Reviews. It all counts.

[Clickability update, September 2026: Confirm permission and purpose before sharing personal stories or identifying details. Permission to provide support is not permission to publish a testimonial. The Code of Conduct requires respect for privacy.]

However, certainly, your service agreement must clearly note how a participant can provide any complaints. This can be via a specific email or simply over the phone – whatever the means might be, it must be clear.

Clickability supports providers in collecting reviews via our website. In directing participants to your profile, you can get them to review your service and then use these reviews to promote what you do. Give your participants prompts too, such as:

What’s something you like about us and would like to stay the same?
What’s something you dislike and would like to improve?

Do you want to know more?

This post is an extract of our ebook, Clickability’s Guide to Working in the NDIS, which describes every aspect of your NDIS journey as a provider. Send us a message at hello@clickability.com.au to get your copy!

[Clickability update, September 2026: The offer is historical. Contact Clickability to check availability rather than assuming the ebook or its content is current.]

Clickability editorial update: September 2026

What participants should check in provider paperwork

Ask the provider to show you what an ordinary week will cost and how a cancelled visit would be handled. Check that the schedule reflects the hours and tasks you want. Ask how to change or end the arrangement and keep your own copy.

Feedback should be possible privately and accessibly. If a provider wants to use your story or review in marketing, ask where it will appear and what information will be shared. You can discuss this separately from agreeing to receive support.

Questions readers ask

Is a schedule of supports the same as an invoice?

No. A schedule describes planned support and charges. An invoice requests payment and needs to match the service and applicable claiming requirements. Official guidance

Can I rely only on the total plan amount when scheduling support?

No. Check any funding periods and available funding, alongside the support allowed in the plan. Official guidance

Start your next provider conversation with clear expectations

Tell Clickability the support and schedule you need. Browse rated and reviewed providers before discussing a service agreement.

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