How to Set Up a Service Agreement with an NDIS Participant
Whether you're an NDIS service provider or a participant, establishing a clear and well-documented service agreement is a key step toward building a transparent, effective, and collaborative relationship.
Whether you're an NDIS service provider or a participant, establishing a clear and well-documented service agreement is a key step toward building a transparent, effective, and collaborative relationship.
Service agreements set expectations, define responsibilities, and help ensure supports are delivered in line with the participant's goals and NDIS plan. Here's what you need to know when setting one up.
1. Understand the participant's needs and goals
Before drafting the agreement, take the time to fully understand the participant's individual needs, preferences, and NDIS goals. This should be a collaborative conversation involving the participant and, where appropriate, their support network (such as family members, carers, or nominees). Tailoring services from the outset will create a strong foundation for a meaningful and person-centred agreement.
2. Define the scope of services
Clearly outline the supports to be delivered, including:
- The type of service(s)
- Frequency and duration
- Location of support delivery
- Any additional items or equipment required
A well-defined scope ensures that both parties have a shared understanding of what's being provided, reducing the risk of confusion or unmet expectations.
3. Clarify roles and responsibilities
Outline the responsibilities of both the provider and the participant. This includes what each party agrees to do, how communication will be maintained, and any limitations or requirements that may affect service delivery. Transparency around responsibilities helps build trust and accountability.
4. Outline pricing and payment terms
Include a detailed breakdown of:
- Hourly rates or packaged pricing
- Applicable NDIS support item codes
- Additional charges (e.g. travel, materials, non-face-to-face supports)
- How and when invoices will be issued and paid
This section helps the participant budget appropriately and prevents any unexpected costs.
5. Set terms and conditions
Clearly state:
- The duration of the agreement
- Procedures for changes, reviews, or termination
- Cancellation and rescheduling policies
- What happens if either party is dissatisfied with the service
The agreement should comply with NDIS guidelines and Australian consumer law.
6. Include flexibility for review and changes
NDIS participants' needs can evolve over time. Ensure your service agreement allows for flexibility by including provisions for regular reviews and updates. This ensures that supports remain aligned with changing goals or circumstances.
7. Address confidentiality and privacy
Outline how the participant's personal information will be collected, used, stored, and protected in accordance with Australian privacy laws. Maintaining privacy and confidentiality is crucial to building a secure and respectful working relationship.
8. Consider seeking legal advice
If you're unsure about any legal aspects of the service agreement, especially in complex or high-risk situations, it may be helpful to seek advice from a legal professional experienced in NDIS matters. This can ensure your agreement meets all necessary legal and compliance requirements.
Setting up a service agreement is more than a formality; it's a practical tool for promoting clarity, accountability, and quality service delivery. By defining services, expectations, pricing, and privacy protections from the outset, both NDIS participants and providers can establish a strong, positive partnership that supports better outcomes.
If you have any questions or would like help creating or reviewing a service agreement, our friendly team is here to support you. Contact us on 1300 890 457 or email support@inchoice.com.au.