Service Agreements between Providers and Participants

Providers should support participants in understanding any service agreement using language, communication methods, and information that are appropriate to the participant's individual needs and preferences.

The National Disability Insurance Agency (NDIA) recommends having a written service agreement so that participants and providers have a shared understanding of the supports being delivered and the responsibilities of each party.

A service agreement can help clarify:

• the supports that will be provided

• how and when supports will be delivered

• the cost of supports

• cancellation arrangements

• the responsibilities of both the participant and provider

Entering into a service agreement is a discussion and agreement between the participant and the provider.

Participants may choose to involve a nominee, family member, friend, advocate or other support person in these discussions if they wish.

Participants should be given the opportunity to ask questions and take reasonable time to consider a service agreement before agreeing to it.