NDIS service agreement requirements: what to check before signing

How to prepare a service agreement and stay in control

By Mahala Wallace · Originally published 13 February 2020

Deeper review: 6 October 2026. Current NDIA guidance requires service agreements for SIL and SDA. The older blanket statement that agreements are not compulsory should be read with this correction.

Before signing, test the agreement against a real visit

Current NDIA guidance requires service agreements for SIL and SDA and recommends them for other supports. Check the actual service, full charges, cancellations, replacement arrangements and complaints process. Ask for understandable language, time to discuss changes and a copy of the version you agree to. Helping someone read the terms does not automatically authorise you to sign for them. Check the current agreement requirement.

Original article and dated context

This article, written by Mahala Wallace, first appeared on First2Care, Australia’s first full NDIS Plan Management App developed for participants, workers and providers. To find out more, click here or check them out on Facebook.

Whether you’re new to the NDIS or already have a plan in place, employing service providers is a key element in effectively implementing your NDIS Plan. If you are Self-Managed or with Plan Management, you will have access to both registered and non-registered service providers who can offer the support and services you require to live your life and meet your NDIS-listed goals.

As an NDIS Participant, you have the option to formalise the services, expectations and commitment of the service provider through the use of a service agreement. Although service agreements are not compulsory, they can provide NDIS Participants with more choice and control.

[Clickability update, September 2026: Plan management or self-management does not remove registration requirements for supports that must be delivered by a registered provider. Check the Commission’s current requirements.]

[Clickability update, 6 October 2026: Current NDIA guidance requires service agreements for SIL and SDA and recommends them for other supports. Read the current provider-choice guidance.]

What is a service agreement and why is it important?

For some, the idea of outlining a service agreement can be a little daunting. But a great way to think of a service agreement is as a tool to make sure you and your service provider are always on the same page. With your service provider, you can create a written document setting out what supports they will provide and how they will be delivered. Service agreements don’t need to be complicated; in fact it’s better to keep it simple.

What should you expect in a service agreement ?

Creating and implementing a service agreement is between you and your service provider. The service agreement is tailored to your personal needs, and there are no rules as to what you can include. However, to prevent any miscommunication, there are some key details you should consider when creating a service agreement.

[Clickability update, September 2026: An agreement must still comply with applicable law and NDIS requirements. Discuss the support, costs, cancellation arrangements and how concerns will be handled. NDIA guidance explains what to include.]

What to include in your service agreement:

Your name and contact details

Your provider’s name and contact details

The start and end date of your service needs, within your current NDIS Plan

What supports and services the provider agrees to provide

How, when and where you would like your supports and services to be provided

The cost of the supports and services

How you and your provider will handle any problems or issues that may arise

The provider’s cancellation policy

How you or your provider may change or end the service agreement

When your service agreement will be reviewed

It is possible your provider may have their own standard service agreement already in place. If this is the case, take the time to read it carefully and if there are any of the above check list items missing or further adjustments you feel are important, you can discuss this with your prospective service provider. When you have drafted, and reviewed your service agreement, both you and your service provider can sign the document to make it binding.

How you can stay in control

Your service agreement will signify the support and services you will receive from your service provider in helping you achieve your NDIS goals. It’s very important for you to feel a sense of control in the creation of your service agreement. This is especially vital if the service provider will be assisting your NDIS journey in an ongoing manner. Whether you’re creating a service agreement from, or your service provider has a standard service agreement that they generally use, think about making notes on what you would like to be included in the service agreement before meeting with your prospective service provider. In the meeting, have an open and honest discussion with your service provider regarding what your needs and wants are. It’s best to have this discussion before you engage their services as you seek to exert your right of choice and control by ensuring you have covered all bases within the proposed service agreement. Remember, you can always bring a family member, friend or another person to the meeting for additional support.

You have a service agreement. What’s next?

When you and your service provider are happy with the service agreement and have both signed the document, make sure to keep a copy for your records. This can be a digital or hardcopy, depending on your preferences. If you are Plan Managed by First2Care, it’s a good idea to send through a copy of your service agreement to us. Having a copy of this document on hand can help us continue to manage your NDIS funds by tracking your spending and ensuring your funds are being used effectively. It will also help our team keep up to date with your current agreed services.

Turn the agreement into a usable first-booking check

Check what happens in a real week

Read the agreement beside the proposed first week of support. Can you identify the task, worker or therapist, duration, location and complete charge? Ask about travel, reports and cancellations before signing. Current NDIA guidance requires service agreements for SIL and SDA and recommends them for other supports. Read the official guidance

Ask for a format you can understand and time to discuss changes. Keep the version you agree to. A signature should follow an explanation of the terms, rather than become the first step in an appointment.

Ask who covers an absent worker. If a plan manager checks the invoices, clarify what agreement information it needs.

For service options, compare plan management services against the tasks and communication you need.

Help clarify the terms while keeping the participant involved

Ask the person which parts they want help checking. Compare the written terms with what the provider said, including who can request a change and how a concern will be handled. Helping someone understand an agreement does not automatically authorise you to sign for them.

Record unresolved questions and ask for written answers. If a standard form contains a term nobody can explain, pause that part of the discussion rather than assuming every printed clause is compulsory.

Explain charges and changes before the support starts

Specify the actual service and agreed price, including any separate permitted charges. An agreement cannot override applicable NDIS claiming conditions or consumer protections. Use the current pricing document for the relevant support instead of applying one cancellation rule to every service. Read the official guidance

Identify the notice process, contact person and complaints pathway. Give the participant a copy and confirm how they can seek an accessible explanation later. When a service or rate changes, explain the proposed change before treating an old agreement as consent.

Use the participant’s usual communication supports to check their understanding and resolve a mismatch before signing.

Questions readers ask

Is a written NDIS service agreement compulsory?

Current NDIA guidance requires service agreements for SIL and SDA and recommends them for other supports. Official guidance

Can I ask to change a provider’s standard agreement?

Yes. You can propose changes and ask for language or a communication format you understand. Discuss the changes with the provider before signing. Official guidance

Find support you can agree on

Compare provider profiles and reviews before discussing your next service agreement. Tell Clickability what support you need to start your search.

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