Working with providers
Understanding Service Agreements
Records what you and a provider have agreed about your supports and how you will work together.
Know what you are agreeing to
It should explain services, prices, responsibilities and rules.
You can ask for changes
Discuss the terms and suggest changes before signing.
Keep a copy
Refer to it when questions or disagreements arise.
Plain language guide
The detail, broken into useful sections.
Read the sections that matter to you. The content has not been shortened or changed, only organised so it is easier to scan.
What it should cover
- Which supports will be provided, and how
- When and where supports will occur
- What they will cost and how the provider is paid
- Your responsibilities and the provider’s
- How changes will be made
- How concerns will be handled
- How the agreement can be ended
Written agreements are strongly recommended for regular supports, and required for Specialist Disability Accommodation. Even where not legally required, writing it down is safer.
Never sign a blank or incomplete agreement
And you should never be pressured to sign immediately. Ask for time, ask questions, and involve someone you trust if you want to.
Before you sign
Read the whole thing. Check the services, prices and schedule are right. Read the cancellation terms and notice requirements. Check how changes are made and how complaints are handled. Ask for help if you need it.
Prices and payment
The agreement should cover the rate, weekend and public holiday rates, worker travel, participant transport, non-labour travel costs, cancellation charges, report or meeting charges, other agreed charges, how invoices are paid, and how price changes are handled.
Prices should be clear before support is delivered. Any change to an existing price should be discussed and agreed before it applies.
Ending the agreement
Check how much notice you must give, how the provider can end it, when a shorter notice period applies, whether fees apply, how outstanding invoices and records are handled, and how continuity and safety are managed. Ending an agreement needs care where an interruption could affect your health or safety.
Accessible agreements
You can ask for plain language, Easy Read, large print, an interpreter, Auslan, an electronic version, extra time, or support from an advocate. You can involve someone else and still remain central to the decision.
SCL Support Services
What SCL can help with
SCL will:
- Explain the proposed agreement and give you time to read it
- Answer reasonable questions and discuss requested changes
- Explain our prices, charges, cancellation and notice requirements
- Provide an executed copy
- Review the agreement when arrangements change
- Support accessible communication
- Explain how to make a complaint or end services
We will not ask you to sign something you have not had time to read, or that you do not understand.
Official information
This page explains things in plain language. The NDIS is the authority on the rules, and they change. Check the official pages for the current position.
Last checked: August 2026
Need this in Easy Read, large print or another language? Ask us and we will arrange it.