Starting with a new NDIS provider can be an important step, but it is worth understanding the agreement before you begin receiving supports. An NDIS service agreement sets out what you and your provider have agreed about your supports, including how they will be delivered, what they cost and how changes will be handled.

Here are some practical things participants and families should check before signing.

What Is an NDIS Service Agreement?

A service agreement is an agreement between you and your NDIS provider. It helps both sides understand what supports will be provided and what each person is responsible for.

The NDIS recommends creating a written service agreement when starting with a new provider. You can also ask for help understanding the agreement from a family member, friend, support coordinator or recovery coach.

What Should You Check?

Before signing, make sure the agreement clearly explains:

• The supports provided: Check what services you will receive, when they will be delivered and where they will take place.
• Costs and charges: Look for the agreed price, travel costs, cancellation fees, GST where applicable and any other charges.
• Payment arrangements: Understand how the provider will be paid, particularly whether payments are handled through your plan manager, the NDIA or yourself.
• Responsibilities: Check what you and the provider are expected to do, including communication and cancellation arrangements.
• Changes: Make sure you understand how the agreement can be changed if your circumstances or support needs change.
• Ending the agreement: Check how either party can end the arrangement and whether notice is required.

The NDIS also recommends that agreements use language and communication methods you understand.

When Should You Review Your Agreement?

Your circumstances can change. You may start receiving different supports, change providers, or receive a new NDIS plan.

The NDIS recommends creating a new service agreement when you start with a new provider. It also advises reviewing agreements when you receive a new plan, particularly if your supports, goals or providers have changed.

You can also suggest changes to an agreement if something no longer reflects your needs.

Why Does the Agreement Matter?

A clear agreement can reduce misunderstandings between participants and providers. It gives you something to refer back to if questions arise about the support being delivered, costs, responsibilities or changes.

If you are working with several providers, keeping your agreements organised can also make it easier to understand how your supports fit together.

If you need help understanding or coordinating different NDIS supports, Support Coordination may help you connect your services with your goals and circumstances. For more complex situations, you can also learn about Specialist Support Coordination.

Before You Sign

Take time to read the agreement and ask questions about anything you do not understand. You can request changes before signing if something does not reflect your needs or expectations.

For official information, see the NDIS guidance on how to make a service agreement.

If you need practical assistance navigating your NDIS supports, iDeal Care Services can help you understand your options and coordinate appropriate supports.