NDIS Service Agreements – What You Need to Know!

Service Agreements are a written agreement made between you and your provider, or between another person (like a family member or friend) and your provider. Providers are people or businesses of your choice, offering support services. Service Agreements should be simple and set out how and when your supports will be delivered.

Service Agreements are different from your NDIS plan. Your plan lists your NDIS supports, but a Service Agreement is about delivering those supports. When making a Service Agreement, you should take along your NDIS plan. It is a good idea to attach a copy of your NDIS plan to your Service Agreement(s). This will help your provider deliver you the right supports, in the right way.

Service Agreements will vary between different providers, but generally speaking they will including the following information:

  • The supports provided under the Service Agreement;

  • The cost of those supports;

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

  • How long you need the supports to be provided;

  • When and how your Service Agreement will be reviewed;

  • How any problems or issues that may arise will be dealt with;

  • Your responsibilities under the Service Agreement – such as letting your provider know if you can’t make an appointment;

  • Your provider’s responsibilities under the Service Agreement – such as working with you to deliver your supports in the right way; and

  • How you or your provider may change or end the Service Agreement.

It is important to remember you have choice and control in the delivery of your supports. This means you are able to decide who provides your supports and how they are provided. It also means being responsible and reasonable in your expectations and dealings with providers.

As a registered NDIS provider, Songbird provides an easy-to-understand Service Agreement to all individuals receiving a service from our organisation. If you would like to discuss your Service Agreement or would like more details regarding the services offered by Songbird, please contact us.

The NDIS has developed an easy-English Guide to Service Agreements for participants to refer to when working with providers to make a Service Agreement. You can refer to this guide to ensure you understand the process from the participant perspective.

For more information about Service Agreements, you can visit the NDIS website.