What to Include in an NDIS Service Agreement
A plain-English checklist of items to discuss in an NDIS service agreement, including supports, prices, travel, cancellations, responsibilities and ending the agreement.
The quick answer
A good service agreement should make it clear what supports will be delivered, how and when they will be delivered, what they cost, how payment works, each party’s responsibilities, cancellation rules and how the agreement can be changed or ended.
The supports being provided
Describe the support clearly, including what the provider will do, where the support happens, when it will usually occur and any agreed limits or exclusions.
Prices and other costs
Include the price of the support and any agreed travel, materials, products or other charges. The agreement should also explain how the provider will be paid and whether GST applies where relevant.
Cancellations and responsibilities
Set out the provider’s cancellation policy, notice periods and the responsibilities of both the participant and provider. Make sure the participant understands what happens if either party cannot meet an agreed responsibility.
Complaints, changes and ending the agreement
The agreement should explain how to raise concerns, how changes are made, how long the agreement lasts, when it is reviewed and how either party can end it.
Make the agreement understandable
Ask for the agreement in a format, language and communication style that the participant understands. Do not sign until important questions have been answered.
Helpful related pages
Continue with the guide or service page that best matches the support question you are working through.
Official NDIS information used for this guide
NDIS rules and terminology can change. These official pages are useful for checking the latest position.
Important: This AIC Services guide is general information, not an NDIS funding decision, clinical advice or legal advice. Participants should check their current plan and official NDIS information for their circumstances.
Frequently asked questions
Are written service agreements always mandatory?
Current NDIS guidance says written service agreements are recommended in most cases and are mandatory for specialist disability accommodation supports.
Can I ask for changes before signing?
Yes. NDIS guidance says participants can suggest changes to a service agreement so it better suits their needs.
Should cancellation rules be included?
Yes. Cancellation policies, notice periods and any relevant fees or conditions should be clear before services begin.
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