NDIS Service Agreement Template: What Participants and Providers Should Include

A written Service Agreement between a participant and a provider is recommended, but the NDIS only makes it mandatory for specialist disability accommodation (SDA) supports. Registered providers should also check their obligations under the NDIS Practice Standards. For a provider taking on a new client, a written agreement protects everyone.

Why you need one

Without a service agreement:

• There is no agreed scope — disputes about what services are included
• There is no cancellation policy — providers lose income on late cancellations, participants get charged unfairly
• There is no dispute resolution process — complaints have nowhere to go
• The NDIS Commission may find the provider non-compliant in an audit

What a service agreement should include

• The supports to be delivered — type, frequency, duration
• The cost — in line with the NDIS Price Guide or below
• How costs will be claimed — who invoices, through what channel (plan managed, self-managed, NDIA managed)
• Cancellation policy — in line with the cancellation terms in the NDIS Pricing Arrangements and Price Limits current at the time
• How to end the agreement — notice period, typically 14–30 days
• How to resolve disagreements — internal process before external complaint
• GST status — most NDIS services are GST-free

For providers: protecting your business

A good service agreement also includes:

• Participant responsibilities (providing a safe environment, notifying changes)
• Your right to charge for late cancellations
• Travel and transport billing arrangements
• What happens if funding runs out mid-period
• Confidentiality and privacy obligations

Get yours drafted

Claim Done drafts your Service Agreement for $49, for the provider to give to the client. Tell us about the services, the rates, and any special terms — we draft a plain-English agreement that protects both parties. Done in about 5 minutes.