NDIS Service Agreement

What is a Service Agreement?

A Service Agreement defines Your rights and responsibilities as the NDIS Participant, and My rights

and responsibilities as your Service Provider.

A Service Agreement also describes how You want Your services and supports to be arranged and

delivered by Me.

Why is it a good idea to have a Service Agreement?

A Service Agreement defines in writing for both You and Me how we have agreed to work together.
By having important agreements clearly defined in writing, this protects both You and Me.

Who is referred to in the Service Agreement?

Where this Service Agreement refers to:

You or Your, this means you as the NDIS Participant.

Me or My, this means me as Your Service provider.

Party or Parties, this means both You and Me.

Authorised Participant Representative, this means another person(s) who is authorised to make

decision on Your behalf in relation to NDIS matters. For example, You may have a Plan Nominee.

Payer, this means the person or service provider who is responsible for paying My invoices for
services provided to You.

Who are the Parties in this Service Agreement?

You / Authorised Participant Representative:

Me:

About You, Me and this Service Agreement

Agreement start date and end date:  

Agreement review date(s):  

Your NDIS #:

Your date of birth:

 Your address:  

Your phone/mobile number:

Your email address:

Your preferred contact method:

Your preferred contact person (if not You):

Your preferred language and communication style:  

My address (if applicable):

My phone/mobile number:

My email address:

My quality and safety commitment to You

It is My responsibility to have:

 the relevant and necessary requirements related to operating a business in Australia

 prices and fees that are inclusive of, where either desired by Me and/or necessary by Law,
payments to Me and others for costs, deductions and compensation like tax,
superannuation, leave allowances, insurance, maintaining checks, continuing professional
development, administration

 a National Police Check with at least 3 months validity remaining at all times

 a Working With Children Check if You are under 18 years of age, or if My services are
provided an environment where people under the age of 18 years of age are present

 successfully completed the NDIS Worker Orientation Module prior to working with You

 successfully completed the Infection Control (COVID-19) Training prior to working with You

 current and adequate Insurance against claims of Professional Indemnity and Public Liability

 assessed the risk to determine if Personal Accident and Injury insurance is, or is not, taken
out by Me

 a current and valid Driving Licence, and the ability to provide a Demerit Points Check, where
My service to You includes transportation

 a registered and well-maintained vehicle with Comprehensive Motor Vehicle Insurance,

including for business use, where My service to You includes transportation
  a Consent Form with Privacy Policy that reflects Your rights under the Privacy Act 1988

 relevant Qualifications and/or Training to provide My services to You where this is best

practice, mandatory, desired by You, or required by my insurance provider

 a process to manage Incidents including Reportable Incidents in accordance with the NDIS

Act 2103

 a thorough knowledge of Restrictive Practice and My responsibilities to You under Human

Rights Law and the NDIS Act 2013

 relevant policies, processes, and procedure to safeguard both You and Me

 regular Professional Supervision to aid with My professional development and self care

The values reflected in My commitment to You

My commitment is to:

 support Your independence, social and economic participation, and relationships with others
in a way that is respectful and meaningful to You,

 uphold Your rights, including choice and control, and the right to live a life free from abuse,
neglect, and exploitation.

The cost of My services provided to You

The cost of My services provided to You are written in the ‘Schedule of Supports’ located at the end
of this Service Agreement.

These costs include any agreed expenses incurred by Me to provide Your service. Additional
expenses not included in the Schedule of Support are Your responsibility.

All prices in the Schedule of Support include GST if this is applicable.

My responsibilities to You as an NDIS participant

 once agreed, provide supports that meet Your needs

 communicate with You openly, honestly, and in a timely manner

 treat You with courtesy and respect

 consult You on decisions about how Your services and supports are provided

 give You information about managing any complaints or disagreements

 provide You with details of the cancellation policy

 listen to Your feedback and resolve problems quickly

 give You a minimum of 24 hours’ notice if I must change a scheduled appointment to

provide services and supports

 give You the required notice if I need to end or amend the Service Agreement

 protect Your privacy and confidential information in accordance with the Law
  provide services and supports in a manner consistent with all relevant laws, including
the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer
Law; keep accurate records on the supports provided to You, and

 where You are self or plan managed, issue regular invoices and statements of the supports
delivered to You.

Your responsibilities to Me as a provider of NDIS funded services

 inform Me about how You wish the supports to be delivered to meet Your needs and goals

 treat Me with courtesy and respect

 talk to me if You have any concerns about the supports being provided

 give Me a minimum of 24 hours’ notice if You cannot make a scheduled appointment; and if
the notice is not provided by then, I can charge a cancellation fee in accordance with My
policy within the Service Agreement

 give Me the required notice if You need to end the Service Agreement, and

 let Me know immediately if Your NDIS plan is suspended or replaced by a new NDIS plan,
Your funding runs out and You can no longer pay Me, or You stop being a participant in the
NDIS.

Invoices and payments for My services provided to You

Invoices for My services provided to You will be issued weekly (every 7 days). Payment for My
services are due within two weeks (14 days) of My invoice being received by the Payer.

If the support category from which You choose to pay Me is:

 Self managed, then My invoices will be sent to You as the Payer,

 Plan managed, then My invoices will be sent to your nominated NDIS Registered Plan
Management service as the Payer,

 NDIA (agency) managed, then My services cannot be provided to You as My service is not an
NDIS Registered Service Provider.

If You are not satisfied with any services provided by Me, and/or You wish to dispute an invoice or
payment for My services, You agree to raise Your concerns with Me prior to Me providing any
further paid services to You. It is My right to resolve all payment disputes before the risk of Me
incurring a financial loss occurs.

Reviewing, amending, and ending this Service Agreement

The purpose of reviewing this Service Agreement periodically is to ensure that it still works well for
both Parties. Because circumstances change, this means sometimes a Service Agreement will need
to change too.

If this Service Agreement and/or the Schedule of Support needs to be amended, both Parties will
agree to all amendments before they are implemented. Where possible these amendments will be
reflected in writing.
Should either Party wish to end this Service Agreement, 2 weeks (14 days) notice must be given in
writing to the other Party. If either Party seriously breaches this Service Agreement the notice can be
waived.

My cancellation policy

If You need to cancel a scheduled service, You need to provide Me with 24 hours’ notice prior to the
commencement of the scheduled service.

If You cancel after this time, it is My right to charge a cancellation fee. My cancellation fee:

 is a maximum of 2 hours where the scheduled service is charged at an hourly rate, or

 a maximum of 50% or $250 (whichever is the lesser) where the scheduled service is charged
at a flat or daily rate, and

 any agreed expenses incurred by Me in preparing to provide My services to You e.g. the pre
purchase of tickets for an event.

Giving feedback and making a complaint

Your feedback is welcomed by Me. You are encouraged to share how You think My services provided
to You can be improved.

If You don’t feel comfortable giving feedback or making a complaint directly with Me, You can
contact another support person for advice and assistance. For example, you may seek support from
an Advocate, your Support Coordinator, or your Local Area Coordinator.

If You are not happy with the outcome of the feedback or complaint, You can contact the National
Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or
visiting ndis.gov.au for further information.

If My conduct is in breach of the NDIS Code of Conduct, Your complaint can be raised with the NDIS
Commission by:

 Phoning: 1800 035 544 (free call from landlines).

 Text Telephone (TTY): 133 677.

 National Relay Service: 1800 035 544.

 Completing a Compliant Contact Form via the website.

Schedule of Supports

You / Authorised Participant Representative

Signature: Signature

My Signature: Signature
Your support
budgets,
Why You have
categories & When You have
engaged My services
items (if required engaged My
for invoicing)   services Quote for servi

      Prices for My services the period of th

Example:  

   

Capacity Building: 5 x hours of

support per week
Increased Social & – weekdays (min
Community 1 hour service)
Participant
   
09_006_0106_6_3
2 x hours of  
09_009_0117_6_3 support per Weekday: $48 per  
    month – weekend hour
(with days, dates  
Core:   and times to be  
agreed month to $12,480
Assistance with Your goal(s):  
month)  
Social and
1)            Gain skills and Weekend: $65 per
Community    
confidence to move hour
Participation
into your own home 2 x 24 hour shifts $1,560
 
04_104_0125_6_1 per month (with
2)            Catch up with  
(WD) days, dates and  
friends regularly to
times to be  
04_103_0125_6_1 socialise 24 hour (sleepover):
agreed month to
(WE) $800 flat rate for any
  month)  
day of the week
04_105_0125_6_1
Your support(s)   $19,200
(Sat)  
include:
Times and days  
04_106_0125_6_1 Includes travel up to
1)            Life skills are flexible and
(Sun) 40 kms per service  
mentoring will be agreed to
(with a min 2 hour
  by both parties.  
2)            Transportation service). No travel
  to social events   charge to/from You. Total:  $33,240