NDIS Service Agreements: What to Include (with a Free Checklist)

A good service agreement is one of the simplest ways to avoid problems with an NDIS provider. It puts in writing what you'll get, what it costs, and what happens if plans change or something goes wrong. This guide explains when you need one, what to include, and gives you a checklist to take to your next provider meeting.

What is an NDIS service agreement?

A service agreement is an agreement between you and your provider. It describes what you've both agreed to about your NDIS supports (NDIS – What is a service agreement).

It's not the same as:

• your NDIS plan, which sets your funding
• a service booking
• a tenancy agreement.

The NDIS says service agreements "are created to protect you". They give you and your provider a shared understanding of rights and responsibilities, and help manage risk by setting out what to do if something goes wrong.

Do I need a service agreement?

Source: NDIS – What is a service agreement

Our view: Even when it's optional, a written agreement is worth having. It's much easier to sort out a billing or cancellation dispute when the terms are written down.

Your rights when making an agreement

The NDIS says (NDIS – How to make a service agreement):

• You and your provider should work together to make the agreement, and you can ask to change terms to suit your needs.
• You can ask for it in the format you like, in words you understand.
• You can ask your provider to arrange an interpreter.
• You should have time to read it, get help to understand it, and you can say no or ask for changes.

Providers can't contract out of their responsibilities. A service agreement can't be used to avoid obligations under the NDIS Code of Conduct or Australian Consumer Law (NDIS). If a clause seems to take away your basic rights, ask about it.

What to include in an NDIS service agreement

Here's what the NDIS says a service agreement should include (NDIS – How to make a service agreement).

1. Your details and your provider's details

• names and contact information for you and the provider
• any other representatives, such as guardians
• your goals and NDIS plan.

2. Your supports and their costs

For each support, list the:

• support category
• support item name or number
• description
• quantity or hours
• unit price
• total cost
• GST component, if needed.

Also include how, where and how often you'll get each support, and any extra charges such as travel or other fees.

Tip: Check prices against the current NDIS price limits. See our NDIS Price Guide 2026-27 Explained.

3. Important dates and reviews

When the agreement starts, when it ends, and when it will be reviewed.

4. How you'll work together

The provider's responsibilities, including to treat you with respect, communicate clearly and on time, work with you to meet your needs, and explain complaints, changes, privacy, records, safety rules and conflicts of interest.

Your rights, including to be treated with dignity, respect and fairness, to get safe, quality supports, and to have choice, ask questions, make complaints, get support and have your privacy protected.

Your responsibilities, including to work with your provider and treat staff with respect, share information and raise concerns, pay invoices on time, and tell your provider if your needs or plan change.

5. Cultural safety

That you get information in a way that works for you, the provider arranges an interpreter if needed, you can choose to involve family, carers or community, and the provider respects cultural practices and beliefs that are important to you.

6. Cancellations

The cancellation rules and how much notice is needed, including:

• any cancellation fees
• what happens if the provider cancels, pauses or replaces a support.

The NDIS pricing arrangements set the conditions for when providers can claim cancellation fees (NDIS – How to change providers).

7. Changing or ending the agreement

• The agreement can change if your needs change.
• How to end it, and the notice you need to give.
• The end date must not be later than your plan reassessment date.

Small changes can be added as a variation. For big changes, such as new or significantly changed supports, a new provider or a new NDIS plan, the NDIS recommends a new agreement.

8. Communication and complaints

Who to contact with questions, and a clear complaints process: what to do if you're unhappy, how to raise concerns, and who to contact if an issue can't be resolved.

The official template

The NDIA created a service agreement template with the NDIS Quality and Safeguards Commission. You can download it (DOCX) from the How to make a service agreement page. There's also an Easy Read version of the guidance.

You don't have to use the template. If you do, read the disclaimer, fill in every section, and make sure you both understand it before you agree.

Important: Neither the NDIA nor the NDIS Commission is part of your service agreement. They don't keep copies and can't enforce what's in it (NDIS). Keep your own copy.

Free checklist: before you sign

This is FindMyHelp's own checklist, based on the NDIS "what to include" guidance above.

Details

• Both parties' names and contact details, plus any guardian or representative
• My goals and NDIS plan are referenced

Supports and money

• Each support lists category, item name/number, description, quantity/hours, unit price, total and GST
• How, where and how often each support happens
• Travel and any other extra charges are spelled out
• Prices are within current NDIS price limits (if they apply to my plan type)
• How the provider gets paid (NDIA, plan manager or me)

Dates

• Start date, review date and end date
• End date is no later than my plan reassessment date

Working together

• Provider responsibilities, my rights and my responsibilities are listed
• Cultural safety, interpreters and family involvement are covered

When things change

• Cancellation notice period and fees, both ways
• What happens if the provider cancels, pauses or replaces a support
• How to vary or end the agreement, and the notice needed

Problems

• Who to contact with questions
• A clear complaints process, including outside help

Before signing

• It's in words and a format I understand
• I've had time to read it and get help
• I'll keep a copy

What if the provider doesn't stick to the agreement?

Start by talking to your provider. You can ask your my NDIS contact, support coordinator or a trusted person to help. If you're not comfortable doing that, or the issue isn't fixed, contact the NDIS Quality and Safeguards Commission on 1800 035 544 (NDIS – What are safeguards; How to change providers).

You can always change providers. Check your agreement's notice period, find a new provider before you leave, and make sure there are no outstanding payments.

Frequently asked questions

Is an NDIS service agreement compulsory?

Only for specialist disability accommodation (SDA). It's encouraged for SIL and recommended for everything else (NDIS).

Does a service agreement have to be in writing?

The NDIS recommends a written agreement when you start with a new provider, because it makes clear what you've both agreed.

Can I change my service agreement?

Yes. Small changes can be added as a variation. For big changes, such as new supports, a new provider or a new plan, the NDIS recommends a new agreement.

Can the NDIS enforce my service agreement?

No. The NDIA and NDIS Commission don't keep copies or enforce agreements. You can still complain to the NDIS Commission about a provider's conduct or the quality of supports.

How long should a service agreement last?

That's up to you and your provider, but the end date shouldn't be later than your plan reassessment date.

Where can I get a service agreement template?

From the NDIS website. The template was created by the NDIA with the NDIS Commission (NDIS).

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This guide is general information, not legal advice. Get independent advice if you're unsure about any agreement.