Service Agreements
Advice Care uses service agreements to make NDIS supports clear, respectful and easy to understand for participants, families and support coordinators.
What Is an NDIS Service Agreement?
A service agreement is a written agreement between a participant and an NDIS provider. It explains what supports will be provided, how services will be delivered, how payments may be made, and what both the participant and provider can expect.
At Advice Care, we use service agreements to support clear communication and respectful service delivery. A service agreement helps participants understand their rights, responsibilities, support arrangements, cancellation rules, privacy, complaints process and how changes can be made.
A service agreement should be explained in a way the participant can understand. Participants can ask questions, request changes where suitable, and involve a family member, carer, guardian, advocate or support coordinator if they want help.
Participant Rights
Participants have the right to choice, control, dignity and respectful support.
Learn MorePayments and Fees
Fees are usually based on current NDIS Pricing Arrangements where applicable.
Ask About FeesWhat May Be Included in a Service Agreement?
A service agreement may include important information about the participant, the services to be provided, support schedule, fees, cancellation rules, communication preferences, privacy, consent, complaints and how the agreement can be changed or ended.
The agreement should match the participant’s NDIS plan and support goals. It should also be clear enough for the participant and their support network to understand before services begin.
- Participant and provider details
- Services and supports to be provided
- Support goals and expected outcomes
- Service dates, times and location where known
- Fees, payment method and plan management details
- Cancellation and notice requirements
- Privacy, consent, complaints and feedback information
Need Help Understanding?
You can ask Advice Care to explain your service agreement in simple language before signing.
Ask a QuestionParticipant and Provider Responsibilities
A service agreement helps everyone understand their responsibilities. This supports better communication, safer services and clearer expectations.
Participant Responsibilities
Provide information needed for safe support and tell us if needs or circumstances change.
Provider Responsibilities
Provide agreed supports with respect, care, safety and clear communication.
Communication
Both parties should communicate changes, concerns, cancellations and support needs.
Safety Information
Participants should share important health, risk and behaviour information where needed.
Privacy
Advice Care handles personal information carefully and respects privacy and consent.
Feedback
Participants can give feedback so services can be reviewed and improved.
Payments, Pricing and Cancellations
NDIS service agreements usually explain how services will be charged. For many NDIS supports, pricing may follow the current NDIS Pricing Arrangements and Price Limits where applicable. The service agreement may also include details about plan management, self-management or NDIA-managed funding.
Participants should understand what services are being charged, how claims or invoices are managed, and who is responsible for payment. If a participant has a plan manager, invoices may be sent to the plan manager. If the participant is self-managed, invoices may be sent directly to the participant or nominee.
Cancellation rules should also be explained. If a participant cancels a support with short notice, a short notice cancellation fee may apply where allowed under NDIS pricing rules and the service agreement. Participants should tell Advice Care as early as possible if they cannot attend or do not need a scheduled support.
Advice Care aims to be clear about fees, cancellations and changes before services begin. Participants and support coordinators can ask questions about pricing and invoices at any time.
Changing or Ending a Service Agreement
Participant needs can change over time. A service agreement may need to be updated if support goals, services, funding, schedule, contact details or support needs change.
Change in Needs
Tell Advice Care if your support needs, risks or goals change.
Change in Plan
Let us know if your NDIS plan dates, funding or plan management changes.
Change in Schedule
Support times may be reviewed if participant availability changes.
Ending Services
The agreement should explain how either party can end services with notice.
Review Meeting
Support arrangements can be reviewed with the participant and support network.
Clear Records
Any major changes should be recorded so everyone understands the new arrangement.
Privacy, Consent and Complaints
Service agreements should connect with participant rights, privacy and complaints processes. Participants should understand how their personal information may be collected, used and shared, and how consent is managed.
Participants should also know how to raise concerns. A complaint can be made about service quality, communication, privacy, worker conduct, safety or any concern about supports.
- Privacy and consent are respected
- Participants can ask who information is shared with
- Participants can give feedback or make complaints
- Complaints should not lead to unfair treatment
- External complaint options may also be available
Need a Service Agreement?
Contact Advice Care to discuss your NDIS supports, referral details and service agreement needs.
Contact Advice CareFrequently Asked Questions
What is an NDIS service agreement?
An NDIS service agreement is a written agreement between a participant and provider. It explains supports, responsibilities, fees, cancellations and service arrangements.
Do I have to understand the agreement before signing?
Yes. You should understand the service agreement before signing. You can ask questions or ask a trusted person to help you.
Can a service agreement be changed?
Yes. A service agreement can be reviewed and changed if support needs, goals, funding or service arrangements change.
Can I end a service agreement?
Yes. The service agreement should explain how services can be ended and what notice may be required.