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What is Service agreement?

A service agreement is the written agreement between an NDIS participant and a provider setting out what supports will be delivered, how much they cost, and the terms covering cancellations, changes and ending the arrangement. The NDIS Practice Standards expect one for each participant, agreed before supports begin.

A service agreement is what makes a cancellation charge enforceable and what a participant relies on when a provider changes rates. Where an agreement is missing or out of date, a disputed claim usually resolves against the provider.

Agreements should reference support item numbers and rates rather than describing services loosely, so that what is invoiced can be matched to what was agreed.

Related terms

ParticipantA participant is a person whose access to the NDIS has been approved and who holds an individual, funded NDIS plan. The term is used in place of “client” or “patient” throughout the scheme, reflecting that the person directs their own supports rather than receiving a service allocated to them.Support item numberA support item number is the code identifying a specific NDIS support for claiming, in the form 01_011_0107_1_1. It encodes the support category, the item, and the registration group. Every claimed line must carry a valid item number that matches the support actually delivered and sits within the participant’s funded budget.Plan nomineeA plan nominee is a person appointed to act for an NDIS participant in relation to their plan — making decisions about supports, or doing things the participant would otherwise do themselves. Nominees are appointed by the NDIA, usually at the participant’s request, and must act according to the participant’s wishes where possible.NDIS Practice StandardsThe NDIS Practice Standards set the quality requirements registered providers must meet, covering rights and responsibilities, governance and operational management, the delivery of supports, and the provider’s environment. Registered providers are audited against the standards relevant to the registration groups they hold.

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