How to Read an NDIS Service Agreement: Key Points

  • A service agreement sets out exactly what a provider will deliver, at what cost, and under what conditions. Reading it carefully before signing protects your funding and your rights.
  • All prices in the agreement must comply with the NDIS Pricing Arrangements and Price Limits 2025-26, which came into effect on 1 July 2025 and were last updated in November 2025.
  • You can negotiate terms before signing. Any changes must be documented in writing.
  • Providers cannot lock you into unreasonable exit conditions, and retaliating against a participant for raising a complaint is a breach of the NDIS Code of Conduct.
  • If any clause is unclear, ask for an explanation before signing. Providers are legally required to support you to understand what you are agreeing to.

What a Service Agreement Actually Is

A service agreement is a written contract between you (the NDIS participant, or your nominee) and a registered or unregistered provider. It records what supports will be delivered, how much you will be charged, and what both parties are expected to do.

The NDIA does not require a signed service agreement for most supports. Specialist Disability Accommodation (SDA) is the exception: a written agreement is mandated under NDIS rules. For every other support type, a written agreement is strongly recommended but technically optional.

Despite not being strictly required, signing a clear written agreement is your best protection. It gives you evidence of what was promised, a basis for dispute resolution if something goes wrong, and clarity over how your NDIS funding will be used.

Section 1: Parties and Plan Details

The opening section of any agreement should identify who is involved. Check:

  • Your full legal name and NDIS participant number.
  • The provider’s full legal name, ABN, and registration status with the NDIS Quality and Safeguards Commission.
  • Your plan manager’s details if your funding is plan-managed. The agreement should record who the provider will invoice.
  • The funding management type: NDIA-managed, plan-managed, or self-managed. This determines how payments are processed and what price limits apply.

If the provider’s registration number is missing, ask for it and verify it against the NDIS provider register. Unregistered providers can only be used by self-managed and plan-managed participants, and they are not subject to the same oversight requirements.

Section 2: Services to Be Delivered

This is the most important section. The service description must be specific enough that there is no room for misunderstanding about what you are paying for.

A properly written service description includes:

  • The NDIS support category and item code (for example, Assistance with Daily Life, item 01_011_0107_1_1).
  • The type of support: personal care, community access, support coordination, and so on.
  • Frequency and duration: how often the support will be delivered and for how long each session.
  • Location: your home, a community venue, telehealth, or other specified location.
  • What the worker will and will not do during the session.

Vague descriptions like “support as required” or “various daily living tasks” are not acceptable. If the services section reads that way in your draft agreement, ask the provider to rewrite it with specifics before you sign. Vagueness works against you when things go wrong.

Also check that the services described match your current NDIS plan goals. A service that cannot be linked to a plan goal cannot be funded, so any agreement that includes loosely described supports may cause payment problems later.

Section 3: Pricing and How You Will Be Charged

Price Limits Under the 2025-26 Arrangements

All fees must comply with the NDIS Pricing Arrangements and Price Limits 2025-26, which took effect on 1 July 2025. The 2025-26 guide introduced a 3.95% increase across most core supports compared to the previous year. Key reference rates as of the current pricing period include:

  • Support worker (standard weekday): up to approximately $67.56 per hour for most Assistance with Daily Life items (verify the specific item code against the current support catalogue).
  • Psychology: $232.99 per hour.
  • Physiotherapy: $193.99 per hour.
  • Support coordination: $100.14 per hour.

These are price limits, not fixed prices. Providers can charge less. They cannot charge more for registered provider services to NDIA-managed participants.

When reading the pricing section, check:

  • Is each service line-itemed with its specific price?
  • Do the prices match or sit below current NDIS price limits for that support item?
  • Is GST treatment noted? Most NDIS supports are GST-free.
  • Are travel costs included? Providers may charge for travel time and kilometres within set limits. Any travel charges must be disclosed before you sign.
  • Is there any mention of fees not covered by NDIS funding (gap fees, credit card surcharges, administration fees)? Registered providers cannot charge gap fees or credit card surcharges to NDIA-managed participants.

How Invoicing Works

The agreement should specify:

  • Who receives the invoice (you, your plan manager, or the NDIA portal).
  • How often invoicing occurs (weekly, fortnightly, monthly, per session).
  • The payment due date.

If your funding is plan-managed, the invoice goes to your plan manager. You should still receive a copy. If your funding is NDIA-managed, the provider claims directly through the NDIS portal. Either way, you have the right to see itemised records.

Section 4: Cancellation Policy

This section generates more disputes than almost any other, so read it with particular attention.

The NDIS rules permit providers to charge for short-notice cancellations up to a specified rate. Under the 2025-26 Pricing Arrangements, short-notice cancellation is defined as less than two clear business days notice for most supports, and less than seven days for some specialist supports. Providers may charge up to 100% of the agreed fee for a short-notice cancellation, depending on the support type.

What to check:

  • What counts as short-notice: The agreement should state the exact notice period required.
  • The cancellation charge rate: This should be expressed as a percentage of the agreed service fee, and it must not exceed the rate permitted under the current Pricing Arrangements for that support category.
  • Exceptions: The agreement should include clear carve-outs for emergencies, hospitalisation, or other circumstances beyond your control.
  • Provider cancellations: If the provider cancels on you, they should not charge you. Check whether the agreement says this explicitly.
  • How to give notice: The agreement should state whether notice can be given by phone, SMS, or email. Keep records of all cancellation communications.

One thing to watch: some providers include rolling or automatic session bookings in their service booking structure. If you cancel frequently, your NDIS service booking (the allocation of funds in the portal) may still be drawn down. Discuss this with your plan manager or support coordinator.

Section 5: Duration and Review

Check:

  • Start date: When does the agreement take effect?
  • End date or review date: Agreements tied to your NDIS plan period (typically 12 months) are common. Agreements without a review date can become outdated as your needs or plan goals change.
  • Review process: A good agreement sets a scheduled review (typically every 6 to 12 months) and allows either party to request an earlier review in writing.
  • What happens at plan renewal: Does the agreement automatically continue under a new plan? Or does it need to be renegotiated? Both approaches are used; the important thing is that the agreement is clear.

If your NDIS plan is reviewed or your funding changes, you may need to update your service agreement to reflect the new amounts or goals. The agreement should include a process for documenting these changes.

Section 6: Your Rights and the Provider’s Obligations

Every NDIS service agreement should include a section on participant rights. These rights are grounded in the NDIS Act 2013 and the NDIS Code of Conduct, not just in the contract itself.

Key rights to look for:

  • The right to be treated with dignity and respect.
  • The right to make decisions about your own life and supports.
  • The right to raise concerns or complaints without fear of retaliation.
  • The right to exit the agreement with reasonable notice.
  • The right to receive services consistent with the NDIS Code of Conduct.

The provider’s obligations should include:

  • Delivering services as described and on the agreed schedule.
  • Employing workers who have current NDIS Worker Screening Clearances.
  • Notifying you promptly if a session must be cancelled.
  • Maintaining records of the supports delivered.

If the rights section of an agreement is missing or very brief, ask the provider to add it. A provider who resists including participant rights in a service agreement is worth reconsidering.

Section 7: Complaint and Dispute Resolution

The agreement must include a clear, accessible complaints process. Under the NDIS Practice Standards, registered providers are required to have a complaint management system and to record and act on complaints.

What to check:

  • Internal complaints contact: Name, phone number, and email of the person you contact first.
  • Response timeframes: The agreement should commit the provider to acknowledging your complaint within a set number of business days (typically 2) and providing a substantive response within 7 to 14 days.
  • External escalation: The agreement should reference the NDIS Quality and Safeguards Commission as the external body for unresolved complaints. The Commission’s number is 1800 035 544.
  • No-retaliation clause: The agreement should state that raising a complaint will not affect the services you receive. Retaliation against a participant for complaining is a breach of the NDIS Code of Conduct and should be reported to the Commission.

You also have the right to involve an advocate at any stage of a complaint. The Disability Advocacy Network Australia (DANA) can help you find an independent advocate in your state or territory.

Section 8: Termination Conditions

The termination section tells you how to leave the agreement if you want to change providers or if things are not working out.

Check:

  • Notice period: 14 days written notice is the most common requirement. Longer notice periods (30 days or more) are worth questioning, particularly for personal care and community access supports where continuity is important but so is your freedom to change.
  • Grounds for immediate termination: The agreement should allow either party to end immediately if there is a risk of harm or a serious breach of the agreement.
  • What happens to your service booking: When the agreement ends, the provider should release any unspent service booking funds promptly so they can be reallocated.
  • Record transfer: On termination, the provider should transfer your support records to you or your new provider, as you direct.
  • Final invoicing: The agreement should specify when the last invoice will be issued (typically within 7 days of the end date).

An important point: even if the agreement specifies a notice period, you cannot be legally prevented from leaving a provider. The NDIS Commission has been clear that service agreements cannot lock participants in against their will. If a provider refuses to release your service booking or continues charging after you have given proper notice, contact your plan manager or the NDIS Commission.

Section 9: Privacy and Information Handling

NDIS service delivery involves collecting sensitive personal and health information. The agreement should tell you:

  • What personal information will be collected and why.
  • How it will be stored (securely and in compliance with the Privacy Act 1988).
  • Who it may be shared with, and under what circumstances. Sharing should require your consent except where legally required (for example, mandatory reporting obligations).
  • How to access or correct your records.

Any provider who asks for access to your myGov account, your NDIS portal login, or your bank account details as part of a service agreement should be treated with extreme caution. Legitimate providers do not need this information.

Red Flags: What Should Concern You

The following are warning signs that an agreement needs to be questioned or rejected before you sign:

Pricing concerns

  • Prices exceed current NDIS price limits for the stated support item.
  • Travel costs are not itemised or are described vaguely.
  • Gap fees, credit card surcharges, or administration fees are included for registered provider services to NDIA-managed participants.
  • The agreement does not reference the NDIS Pricing Arrangements and Price Limits 2025-26.

Service description concerns

  • Services are described so broadly that the provider could deliver almost anything and claim compliance.
  • The agreement does not link services to your NDIS plan goals or support categories.
  • The agreement covers supports your plan does not fund.

Exit and cancellation concerns

  • Notice periods longer than 30 days without a clear rationale.
  • Exit penalties or fees beyond the standard short-notice cancellation rate.
  • No process described for releasing your service booking on exit.

Rights and process concerns

  • No complaints process or contact details included.
  • No mention of the NDIS Quality and Safeguards Commission.
  • No scheduled review date.
  • Participant rights section is absent or contains only vague language.

Conduct concerns

  • The provider pressures you to sign on the spot without time to read or seek advice.
  • The provider refuses to provide the agreement in writing or in a format you can access.
  • Any request for your myGov credentials or financial access.

How to Prepare Before the Meeting

Reading a service agreement is easier when you come prepared. Before your meeting with a provider:

  1. Have your NDIS plan accessible. Know which support categories are funded and the approximate budget for each. This lets you cross-check that the services in the agreement match your funded supports.
  2. Bring a support person. A family member, friend, support coordinator, or independent advocate can help you ask questions and make sure you understand each clause.
  3. Write down your questions in advance. If anything about the service was discussed verbally, confirm that the written agreement reflects those discussions exactly.
  4. Ask for the agreement in advance. You should not be expected to read and sign a long document in a single meeting. Ask for the draft at least a few days beforehand so you have time to review it properly.
  5. Request an accessible format if needed. Providers are required to support you to understand the agreement using the language and communication format that suits you. This may mean an Easy Read version, a translated document, an audio recording, or a plain-language summary.

After You Sign

Once you have signed:

  • Keep a copy of the signed agreement in a safe place.
  • Note the review date in your calendar.
  • Record the cancellation notice period so you know what is required if plans change.
  • Check your monthly statements or NDIS portal to confirm that claims match the agreed services and rates.

If you ever receive an invoice that does not match the agreement, raise it with the provider in writing. If the issue is not resolved, contact your plan manager or the NDIS Commission.

Looking for more guidance on NDIS service agreements and pricing?

Key External Resources

Carevo connects NDIS participants with vetted, experienced providers across Australia. If you are looking for providers who will take the time to explain a service agreement clearly before you sign, search our provider directory to find the right match for your needs.

Frequently Asked Questions

Do I have to sign an NDIS service agreement? A signed service agreement is not mandatory for most NDIS supports, but it is strongly recommended. The exception is SDA, where a written agreement is required. A written agreement is your best protection and creates a clear record of what has been agreed.

Can I negotiate the terms? Yes. A service agreement is a negotiation, not a standard form you must accept unchanged. You can request edits to cancellation terms, service schedules, and other conditions. Any agreed changes should be put in writing and initialled or re-signed by both parties.

What if I cannot understand the agreement? Providers are required under the NDIS Code of Conduct to support you to understand any service agreement using communication methods that suit you. Ask for an Easy Read version, a plain-language explanation, or bring a support person to help. If a provider refuses to accommodate reasonable communication needs, that is itself a concern worth reporting.

Can a provider lock me in? Providers cannot unreasonably lock you into lengthy agreements. While notice periods of 14 days are standard, very long exit terms or heavy exit fees are inconsistent with NDIS Commission requirements. You retain the right to exit and change providers, even if a notice period applies.

What if my NDIS plan changes during the agreement? If your plan is renewed or your funding changes, the service agreement should be updated to reflect the new amounts and goals. Most agreements include a process for amendments. Any changes must be documented in writing and agreed by both parties.

Who can help me if I have a problem? Your support coordinator, plan manager, a family member, or an NDIS-funded advocate can help. For unresolved complaints about a provider, contact the NDIS Quality and Safeguards Commission on 1800 035 544. For independent advocacy support, contact Disability Advocacy Network Australia at dana.org.au.

Is my information protected once I sign? Yes. Providers must handle your personal information in compliance with the Privacy Act 1988. Your information should only be shared with your consent or where legally required. Never share your myGov login or NDIS portal credentials with a provider.