Signing an agreement with a new provider can feel like a lot to take in. Before you start with a new National Disability Insurance Scheme (NDIS) provider, the NDIS recommends agreeing a written service agreement. Knowing what to look for helps you agree to support that suits you, and makes it easier to change things later.
This guide explains what an NDIS service agreement is, what a good one includes, and what to check if you're switching providers.
What is an NDIS service agreement?
A service agreement is a signed agreement between you and your provider. It sets out what you've agreed about your NDIS supports. That includes what they are, how they'll be delivered, what they cost, how the provider will be paid and how to make changes.
It's there to protect you, so if a provider does something you didn't agree to, such as charging you more, you can refer back to it.
Do you need one?
In most cases a written service agreement isn't required, but the NDIS still recommends making one every time you start with a new provider. Written agreements are required for some supports, such as Specialist Disability Accommodation (SDA) and Supported Independent Living (SIL).
What to check before you sign
Read the agreement carefully before you sign it, and ask for changes if it doesn't suit your needs. A good agreement covers:
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The supports: what will be provided, how, and when and where.
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The costs: the price you will pay, any costs for materials, the provider's travel costs, any other fees, and whether GST applies.
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Payment: how the provider will be paid, whether by you, by the National Disability Insurance Agency (NDIA) if your plan is NDIA-managed, or through your plan manager.
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Cancellations: the provider's cancellation policy.
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Responsibilities: the rules you and your provider each need to follow, and what happens if either of you doesn't.
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Concerns and complaints: what to do if you're unhappy, and who to contact if an issue is not resolved.
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Length and changes: how long the agreement lasts, when it will be reviewed, how changes are made and how to end it.
The agreement should be easy for you to understand. You can ask for it in the language and format you prefer. You can also ask a family member, friend, support coordinator or recovery coach to go through it with you.
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Get started Or call 1300 875 377Check the notice period if you might switch
The notice period, sometimes called a cancellation period, tells you how many days' notice to give before ending the agreement. If you leave without giving the agreed notice, you may be charged a fee. The NDIS pricing arrangements set the conditions for when providers can charge cancellation fees.
Knowing this before you sign makes it easier to change providers later, if you ever need to. Changing providers is normal, and you can switch at any time.
When you need a new service agreement
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When you start working with a new provider.
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When a regular provider starts delivering new supports for you.
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When you get a new plan, because your supports or goals may have changed.
If you're switching, our guide on how to switch your NDIS provider explains the steps. Our guide to using the NDIS Provider Finder can help you find someone new.
If something goes wrong
Start by talking to your provider. If that doesn't sort it out, or you don't feel comfortable raising it with them, you can contact the NDIS Quality and Safeguards Commission.
Talk to your local HomeCaring team
HomeCaring is a registered National Disability Insurance Scheme (NDIS) provider. If you're thinking about working with us, talk to your local team or call 1300 875 377. Ask us anything about our service agreement before you sign, so you know what you're agreeing to.
