Service Agreements between Providers and Participants

A service agreement sets out the agreed arrangements between a participant and their provider. It helps both parties understand the supports to be delivered and their responsibilities.

The National Disability Insurance Agency (NDIA) recommends having a written service agreement. Written agreements are not mandatory for most NDIS supports, but are required for Specialist Disability Accommodation (SDA).

Providers should work with participants to develop their agreement and explain it using language, communication methods and a format that meet the participant’s individual needs and preferences.

A service agreement should clearly explain:

• the supports to be provided, including when, where and how they will be delivered;

• the costs, any additional charges and payment arrangements;

• cancellation arrangements and any applicable notice requirements;

• the responsibilities of the participant and provider;

• how to review, change or end the agreement;

• how to raise concerns or make a complaint; and

• arrangements for providing supports during an emergency or disaster, where applicable.

Participants may choose to involve a nominee, family member, friend, advocate, support coordinator or another trusted person in discussions. Anyone entering into the agreement on the participant’s behalf must have appropriate legal authority.

Participants should have the opportunity to ask questions, request changes and take reasonable time to consider the agreement before deciding. Where a written agreement is made, participants should receive a copy of the agreed document.

Download our Service Agreement Template

First Avenue Plan Management provides this template as a general guide to help providers and participants prepare a service agreement.

The provider is responsible for reviewing and adapting the template to suit the participant and the supports being delivered, and ensuring the completed agreement complies with current applicable NDIS requirements, pricing and claiming rules, and relevant laws.

The template is not legal advice or an NDIA-approved document. Using it does not guarantee compliance, confirm that a support is eligible for NDIS funding, or guarantee payment. First Avenue Plan Management is not a party to the agreement between the participant and provider.