Guides
What should be included in an NDIS service agreement?
What a service agreement should cover — supports, prices, cancellations, travel and responsibilities — and what to check before you sign.
6 min read · Published 3 August 2026 · Last reviewed August 2026
An NDIS service agreement is a written agreement between you and a provider. It explains what support will be delivered and how you will work together.
A clear agreement protects both sides by reducing misunderstandings about services, prices, cancellations and responsibilities. You should have enough time and support to understand it before signing.
Who the agreement is between
It should identify you, the provider, and any authorised representative involved — including the provider’s legal name, contact details and business information.
Where someone signs on your behalf, the basis of their authority should be clear. You should still be involved in decisions and communication as much as possible.
The supports being delivered
It should describe the service in practical terms, not just an NDIS registration group or support item number.
- The type of support
- Expected tasks or activities
- Where support will usually occur
- Days, times and expected duration
- Whether support is individual, shared or group based
- Any limits or exclusions
- How changes to the schedule are requested
Prices and payment
The agreement should explain the price for each support and how the provider will claim or invoice — plus any travel, transport, non face to face, establishment or other charges.
You and the provider can discuss appropriate prices. The NDIA Pricing Schedule gives guidance on appropriate and reasonable maximum prices. A provider must discuss any proposed change to an existing agreement, and you must agree before it takes effect.
Cancellations and missed supports
It should state how much notice is required, how notice must be given, and when a cancellation charge may be claimed.
Read this section carefully. Ask what happens when the provider cancels, when you are admitted to hospital, or when an emergency prevents the agreed notice.
Travel and transport are different things
Provider travel relates to a worker travelling to or from you. Activity based transport relates to transporting you during support. The agreement should explain which apply, how they are calculated, and whether approval is needed.
Your responsibilities
An agreement may ask you to provide accurate information, treat workers respectfully, maintain a reasonably safe environment, notify the provider of changes, and pay agreed charges not covered by NDIS funding.
Responsibilities cannot remove your rights
They must be reasonable. An agreement should never prevent you from giving feedback, making a complaint, or changing providers. If it appears to, ask about it before signing.
Before you sign
Check your details are correct, read the whole thing, ask about anything unclear, request changes where you need them, ask for an accessible format if that helps, and involve someone you trust. Never sign a blank or incomplete agreement, and never let anyone rush you.
About this article
Evergreen participant guide. Last reviewed August 2026. Review every 12 months, or when NDIS pricing arrangements change.
NDIS rules change. For the official position, check ndis.gov.au.