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  • Writer's pictureWendy D'Souza


In the realm of the National Disability Insurance Scheme (NDIS), Provider Service Agreements play a pivotal role in ensuring clarity, transparency, and accountability between service providers and participants. These agreements serve as the cornerstone of the relationship between NDIS participants and service providers, outlining rights, responsibilities, and expectations on both ends. In this article, we delve into what a new Service Agreement entails, its significance, and the essential components that should be included within its framework.

Service Agreements outline ndis services and make sure you ahead to Australian Consumer Law.
Person signing service agreement

What is a Provider Service Agreement?

A Provider Service Agreement, often referred to simply as a Service Agreement, is a formal document that outlines the Terms and Conditions under which services will be delivered to NDIS participants by registered service providers. It serves as a contractual agreement that governs the relationship between the participant and the service provider, establishing clear guidelines for the delivery of supports and services. Written service agreement can be in either a digital format or hard copy; both the service provider (business) and the person should each have copies of the document so that everyone understands their responsibilities and the supports provided.

Key Components of a NDIS Service Agreement:

Participant Information

The Service Agreements should begin by clearly identifying the participant, including their name, NDIS participant number, contact details, and any other relevant details that exists, such as Legal or Administrative Guardian.

Provider Details

The Service Agreement it should include comprehensive information about the service provider, including their company name, NDIS registration details if the company has there NDIS Registration, contact information.

Scope/Schedule of Services

This section outlines the specific supports and services that will be provided to the participant. It should be detailed and comprehensive, covering all aspects of support delivery, including which support category and line-item number as listed within the NDIS price guide, frequency and duration of supports, and any specific requirements or preferences of the participant. Your Service Agreement should also align with the current dates of your NDIS plan and the total cost of supports so that you can budget your NDIS funding.

Service Delivery

The Service Agreement should outline how services provided, including the location, timing, and method of delivery. It should also address any contingencies or procedures in case of changes or disruptions to service delivery.

Roles and Responsibilities

Both the participant and the service provider have distinct roles and responsibilities outlined in the written Service Agreement. This may include duties related to communication, feedback, record-keeping, and legislative compliance with the NDIS guidelines and standards.

Fees and Billing

A crucial aspect of the NDIS Service Agreement is the discussion of fees and billing arrangements. This section should clearly outline the pricing structure, how your supports are funded (NDIA Managed, Plan Managed, Self-Managed or Hybrid), GST legislation (check if your service is GST free), payment methods, invoicing procedures, and any applicable cancellation or refund policies.

Cancellation Policy

Cancellation policies within NDIS Service Agreements are vital for establishing clear procedures and expectations regarding the cancellation of scheduled supports or services. These policies outline timelines, procedures, and any associated fees, ensuring fairness and accountability for both participants and providers. By providing clarity and transparency, cancellation policies help prevent misunderstandings and disputes, fostering trust and reliability in the participant-provider relationship. Overall, a well-defined cancellation policy contributes to a smoother and more productive service delivery experience under the NDIS.

Rights and Responsibilities

The rights and responsibilities of both parties should be clearly defined, ensuring that both the participant and the provider understand their respective obligations and entitlements under the agreement. Make sure that it meets Australian consumer law and the NDIS acts set out by the NDIS commission.

Complaints and Dispute Resolution

In the event of disagreements or disputes, the NDIS Service Agreement should outline the process for resolving complaints, including escalation procedures and avenues for seeking external mediation or assistance. Alternatively, your Local Area Coordinator or Support Coordinator can help you resolve disputes.

The NDIS Service Agreement should outline the contact details of the Quality and Safeguards Commission if you are not satisfied that your complaint has been resolved:

Tel: 1800 035 544

TIS: 131 450

National Relay Service: 133 677

or by mail to NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2750

or on via the NDIS website:

NDIS services provided
viewing of service agreement


Conflict of Interest:

Incorporating a Conflict of Interest clause into an NDIS Service Agreement is essential for maintaining integrity and trust within the participant-provider relationship. This clause helps identify and manage situations where the provider's interests may conflict with the participant's needs, ensuring transparency and ethical conduct. By outlining expectations and procedures for addressing potential conflicts upfront, such as disclosing relevant relationships or financial interests, the agreement promotes fairness and accountability. Ultimately, including this clause demonstrates a commitment to prioritising the participant's well-being and upholding ethical standards, thus fostering a positive and trusting environment for all parties involved.

Policies and Procedures

In a NDIS Service Agreement under the NDIS, it's crucial to include policies aligned with legislative requirements like the Privacy Act and other pertinent regulations. These policies ensure the protection of participant information and adherence to legal obligations. The Privacy Act dictates how personal data is handled, safeguarding it from unauthorized access or misuse. Additionally, other legislative requirements cover areas such as anti-discrimination and professional conduct standards. By embedding these policies, participants can trust their rights are protected and that providers are held to legal and ethical standards, fostering a secure and respectful environment within the NDIS support network.

Review and Renewal of Your Service Agreements

Service Agreements should be regularly reviewed and updated to reflect any changes in circumstances or needs of the participant. This section should specify the frequency and process for reviewing and renewing the agreement. Your written Service Agreement should always be reissued if you are issued a new NDIS Plan in accordance with your new NDIS Plan dates. Service Agreements should always have a start and end date outlining all the services delivered.

Termination of a Service Agreement

Including provisions for terminating a Service Agreements is essential for establishing clear guidelines and expectations for both participants and service providers. This section outlines the process and parameters for ending the agreement, ensuring that it's done in a fair, transparent, and respectful manner. Key elements to include in this section are the required notice period for termination, which allows for adequate time for both parties to adjust their arrangements. Additionally, specifying the reasons for termination and any associated timelines or conditions provides clarity and helps prevent misunderstandings. By outlining these details upfront, participants and providers can navigate the end of the agreement smoothly, minimizing disruptions and maintaining positive relationships. If you should choose to terminate your Service Agreement, it is always best to do so in writing.

Legal Consent

Legal consent within an NDIS Service Agreement is essential to ensure all parties understand and agree to the support terms. It signifies the participant's willingness to engage and receive specified services while protecting both parties. Obtaining explicit consent ensures participants understand the support nature, risks, and obligations, promoting transparency and compliance with regulations.


Finally, the Service Agreement should be signed and dated by both the provider and the Participant and or Legal and Administrative Guardian, indicating their agreement to the terms and conditions outlined within the document.

Specialised Service

Such things as the inclusion of Specialist Disability Accommodation (SDA) within Provider Service Agreements under the NDIS framework highlights the importance of tailored housing solutions for participants with extreme functional impairment or very high support needs. By addressing the specific requirements and considerations of SDA accommodations within the Service Agreement, participants and providers can ensure clarity, transparency, and accountability in the delivery of specialised housing supports. This would require a more detailed service agreement between both parties.


In summary, Provider Service Agreements are fundamental documents within the NDIS framework, providing a clear and structured framework for the delivery of supports and services to participants. By outlining rights, responsibilities, and expectations on both ends, these agreements help to foster transparency, accountability, and mutual respect within the participant-provider relationship. It is essential for both parties to carefully review and understand the terms of the written Service Agreement to ensure a positive and practical service delivery experience.

Further Information

For further information on the NDIS rules on service agreements for providers, please visit the NDIS Commission website. You can also visit for more information on the NDIS Act and NDIS services.

76 views2 comments


May 21

Hi team, the information is very relevant!

May 24
Replying to

Thanks Marco, glad you enjoyed it.

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