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NDIS Service Agreements: Complete Guide for Allied Health Providers

NDIS service agreement requirements, templates, and best practices for allied health providers. Learn how to create compliant service agreements that protect your practice and participants.

Dr. Rachel Taylor Dr. Rachel Taylor
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LEGAL DISCLAIMER: This article provides general information only and does not constitute legal advice. NDIS service agreement requirements can change, and your specific situation may vary. Providers should seek independent legal advice for their circumstances.

Running an NDIS practice? You need service agreements. They’re not optional—they’re required by NDIS Practice Standards, and they protect both you and your participants. But here’s the thing: most providers are doing them wrong, or worse, not doing them at all.

The reality: During NDIS Commission audits, service agreements are one of the first things they check. No agreement? That’s a compliance failure. Bad agreement? That’s a risk to your practice and your participants.

This guide shows you exactly what needs to be in your service agreements, how to create them properly, and how to avoid the common mistakes that get providers into trouble.

Why Service Agreements Matter

They’re legally required

NDIS Practice Standards are clear: you must have written service agreements with participants. Specifically:

  • Core Module 3 (Provision of Supports): Standard 3c requires “Service agreements are outcome focused, agreed to by participants, and documented.”
  • Core Module 1 (Rights and Responsibilities): Requires proper documentation of agreements.

What this means: No service agreement = compliance failure. It’s that simple.

They protect your practice

Good service agreements protect you by:

  • Setting clear expectations about what services you’ll provide
  • Defining pricing and payment terms upfront
  • Outlining cancellation policies (reduces disputes)
  • Documenting participant responsibilities (attendance, cancellations, etc.)
  • Providing evidence if disputes arise

Real example: A Brisbane physio practice had a participant dispute pricing after 6 months of services. Because they had a clear service agreement signed at intake, the dispute was resolved quickly. Without it? They would have been in a messy situation.

They protect participants

Service agreements also protect participants by:

  • Clarifying what services they’ll receive
  • Explaining their rights (complaints, changes, cancellation)
  • Setting clear pricing (no surprises)
  • Outlining provider responsibilities

The bottom line: Service agreements aren’t just paperwork—they’re essential for compliance and protecting everyone involved.

What Must Be Included in NDIS Service Agreements

Based on NDIS Practice Standards and Commission guidance, your service agreement must include:

1. Services to be provided

What to include:

  • Specific services (e.g., “Physiotherapy assessment and treatment”)
  • Service types (individual sessions, group sessions, etc.)
  • Frequency and duration
  • Location (clinic, home, telehealth)
  • Expected outcomes or goals

Why it matters: Vague descriptions lead to disputes. Be specific.

Example:

  • ❌ Bad: “Physiotherapy services”
  • âś… Good: “Individual physiotherapy sessions, 45 minutes each, weekly, focusing on lower limb strength and mobility goals as outlined in NDIS plan”

2. How services will be delivered

What to include:

  • Delivery method (in-person, telehealth, home visits)
  • Practitioner qualifications
  • Equipment or resources needed
  • Support worker involvement (if applicable)

Why it matters: Participants need to know what to expect.

3. Pricing and payment terms

What to include:

  • NDIS rates (must match NDIS Price Guide)
  • Service categories (Therapeutic Supports, Capacity Building, etc.)
  • Payment method (plan-managed, self-managed, NDIA-managed)
  • When invoices will be sent
  • Payment terms

Why it matters: Pricing disputes are common. Clear pricing prevents problems.

Important: NDIS rates must match the current NDIS Price Guide. You can’t charge more than the guide allows.

4. Cancellation and no-show policies

What to include:

  • Notice required for cancellations
  • Fees for late cancellations or no-shows
  • How cancellations should be made
  • Exceptions (emergencies, illness, etc.)

Why it matters: Clear policies reduce disputes and protect your practice. (Want to reduce no-shows? Check out our complete guide.)

NDIS consideration: Be careful with cancellation fees. NDIS participants may have valid reasons for cancellations (transport issues, support worker problems, etc.). Your policy should be reasonable and considerate.

5. Participant and provider rights and responsibilities

What to include:

Participant responsibilities:

  • Attending appointments on time
  • Providing required information
  • Giving notice for cancellations
  • Following treatment plans

Provider responsibilities:

  • Delivering services as agreed
  • Maintaining qualifications and registrations
  • Respecting participant rights
  • Providing safe, quality services

Why it matters: Clear responsibilities prevent misunderstandings.

6. Complaint and feedback processes

What to include:

  • How participants can make complaints
  • Your complaint handling process
  • NDIS Commission contact information
  • How feedback will be used

Why it matters: Required by NDIS Practice Standards. Participants have the right to complain.

7. How the agreement can be changed or ended

What to include:

  • How changes can be made (written notice, mutual agreement)
  • Notice required to end the agreement
  • What happens to services in progress
  • Refund policies (if applicable)

Why it matters: Agreements need to be flexible. Clear processes prevent disputes.

8. Privacy and confidentiality

What to include:

  • How participant information will be protected
  • Who information can be shared with (plan managers, support coordinators, etc.)
  • Privacy Act compliance
  • How to access records

Why it matters: Privacy is critical. Participants need to know their information is protected. (Learn more about NDIS privacy and call recording.)

Common Service Agreement Mistakes

Mistake 1: Using generic templates without customization

The problem: Using the same template for every participant without customizing it.

Why it’s wrong: NDIS Practice Standards require agreements to be “outcome focused” and reflect the specific services being provided. Generic templates don’t meet this requirement.

The fix: Use templates as a starting point, but customize for each participant and their NDIS plan.

Mistake 2: Not getting participant agreement

The problem: Creating the agreement but not getting the participant to sign or agree to it.

Why it’s wrong: NDIS Practice Standards require agreements to be “agreed to by participants.” No agreement = no compliance.

The fix: Always get written agreement (signature or electronic confirmation) before services begin.

Mistake 3: Vague service descriptions

The problem: Descriptions like “therapy services” or “allied health support.”

Why it’s wrong: Too vague. Doesn’t meet “outcome focused” requirement. Leads to disputes.

The fix: Be specific. Include service types, frequency, duration, and expected outcomes.

Mistake 4: Wrong pricing or not matching NDIS Price Guide

The problem: Charging rates that don’t match the NDIS Price Guide or charging incorrectly.

Why it’s wrong: NDIS rates must match the Price Guide. Wrong pricing = compliance issue and potential refunds.

The fix: Always check the current NDIS Price Guide. Ensure your rates match exactly.

Mistake 5: Missing cancellation policies

The problem: No clear policy on cancellations and no-shows.

Why it’s wrong: Leads to disputes. Participants don’t know what to expect.

The fix: Include clear cancellation policies. Be reasonable—consider NDIS participant circumstances.

Mistake 6: Not updating agreements when plans change

The problem: Participant’s NDIS plan changes, but service agreement isn’t updated.

Why it’s wrong: Agreement must reflect current services and funding. Outdated agreements = compliance risk.

The fix: Review and update agreements when NDIS plans change or services change.

Service Agreement Template Structure

Here’s a structure that meets NDIS requirements:

Section 1: Parties to the Agreement

  • Participant name and NDIS number
  • Provider name and registration details
  • Date agreement starts

Section 2: Services to be Provided

  • Specific services
  • Service categories (Therapeutic Supports, etc.)
  • Frequency and duration
  • Location
  • Expected outcomes

Section 3: Pricing and Payment

  • NDIS rates (per service)
  • Total estimated cost (if applicable)
  • Payment method (plan-managed, self-managed, NDIA-managed)
  • When invoices will be sent

Section 4: Service Delivery

  • How services will be delivered
  • Practitioner details
  • Equipment or resources needed

Section 5: Rights and Responsibilities

  • Participant responsibilities
  • Provider responsibilities
  • Participant rights
  • Provider obligations

Section 6: Cancellation and No-Show Policy

  • Notice required
  • Fees (if any)
  • How to cancel
  • Exceptions

Section 7: Changes and Ending the Agreement

  • How to make changes
  • Notice to end agreement
  • What happens to services in progress

Section 8: Complaints and Feedback

  • How to make complaints
  • Complaint process
  • NDIS Commission contact

Section 9: Privacy and Confidentiality

  • How information is protected
  • Who information can be shared with
  • Access to records

Section 10: Agreement and Signatures

  • Participant signature/agreement
  • Provider signature
  • Date

How to Create Service Agreements Efficiently

Option 1: Use practice management software

Many practice management systems (like Cliniko) have service agreement templates built in. This makes it easier, but you still need to customize them.

Pros:

  • Integrated with your system
  • Easy to generate
  • Consistent format

Cons:

  • May need customization
  • Templates might not cover everything

Option 2: Use document templates

Create your own templates in Word or Google Docs, then customize for each participant.

Pros:

  • Full control
  • Can customize completely
  • Easy to update

Cons:

  • More manual work
  • Need to ensure compliance

Option 3: Automated service agreement generation

Some systems can automatically generate service agreements from booking information.

Pros:

  • Saves time
  • Consistent
  • Integrated with booking

Cons:

  • Still need review and customization
  • May not cover all scenarios

Action step: Choose the method that works for your practice. The key is ensuring agreements are customized and compliant.

Service Agreements for Different Plan Management Types

Plan-Managed Participants

What’s different:

  • Plan manager handles invoicing
  • Service agreement should include plan manager details
  • Invoices go to plan manager, not participant

What to include:

  • Plan manager name and contact details
  • Confirmation that plan manager will handle payments
  • How plan manager will be kept informed

Why it matters: Plan managers need to be in the loop. (Learn more about working with plan managers.)

Self-Managed Participants

What’s different:

  • Participant pays directly
  • Participant manages their own funding
  • More direct relationship

What to include:

  • Payment terms (when payment is due)
  • How invoices will be sent
  • Payment methods accepted

Why it matters: Self-managed participants need clear payment terms.

NDIA-Managed Participants

What’s different:

  • NDIA pays directly
  • Less flexibility in pricing
  • Must follow NDIA processes

What to include:

  • Confirmation that NDIA will pay
  • NDIA processes to follow
  • How claims will be submitted

Why it matters: NDIA-managed participants have different processes.

Service Agreements and Intake Process

Service agreements should be created during the intake process. Here’s how:

Step 1: During initial consultation

  • Discuss services needed
  • Explain service agreement
  • Get participant input on goals and outcomes

Step 2: Create the agreement

  • Use template
  • Customize for participant
  • Include specific services and outcomes
  • Set pricing based on NDIS plan

Step 3: Review with participant

  • Go through agreement together
  • Explain key sections
  • Answer questions
  • Make changes if needed

Step 4: Get agreement

  • Get written agreement (signature or electronic)
  • Store securely
  • Give participant a copy

Step 5: Start services

  • Only start services after agreement is signed
  • Keep agreement accessible
  • Review regularly

Action step: Make service agreements part of your standard intake process. Don’t start services without one.

Updating Service Agreements

Service agreements aren’t set in stone. They need to be updated when:

  • NDIS plan changes: New funding, different services
  • Services change: Frequency, type, or location changes
  • Pricing changes: NDIS Price Guide updates
  • Participant requests changes: Different goals or outcomes

How to update:

  1. Discuss changes with participant
  2. Create updated agreement or addendum
  3. Get participant agreement to changes
  4. Update your records
  5. Continue services under new agreement

Important: Always get participant agreement to changes. Don’t just update unilaterally.

Service Agreements and Audits

During NDIS Commission audits, service agreements are checked for:

  • Existence: Do you have agreements for all participants?
  • Completeness: Do they include all required elements?
  • Customization: Are they specific to each participant?
  • Agreement: Did participants agree to them?
  • Updates: Are they current and up to date?

Common audit findings:

  • Missing agreements
  • Generic templates not customized
  • Outdated agreements
  • No evidence of participant agreement

Action step: Review your service agreements before audits. Make sure they’re complete, customized, and up to date.

Best Practices for Service Agreements

1. Make them participant-friendly

Use clear language. Avoid jargon. Make them easy to understand.

Why: Participants need to understand what they’re agreeing to.

2. Be specific about services

Don’t use vague terms. Be clear about what services will be provided.

Why: Specific agreements prevent disputes and meet compliance requirements.

3. Review regularly

Review agreements when plans change or annually.

Why: Keeps agreements current and compliant.

4. Store securely

Keep agreements in secure, accessible location.

Why: You need them for audits and disputes.

5. Train your staff

Make sure staff understand service agreements and how to create them.

Why: Consistent, compliant agreements across your practice.

Have a lawyer review your template (especially cancellation policies).

Why: Ensures legal compliance and protects your practice.

Service Agreement Checklist

Use this checklist when creating service agreements:

  • Participant name and NDIS number included
  • Provider details included
  • Specific services clearly described
  • Service categories identified (Therapeutic Supports, etc.)
  • Pricing matches NDIS Price Guide
  • Payment terms clear
  • Cancellation policy included
  • Rights and responsibilities outlined
  • Complaint process explained
  • Privacy and confidentiality covered
  • How to change or end agreement explained
  • Participant has agreed (signature or electronic)
  • Agreement stored securely
  • Participant has a copy

Conclusion: Service Agreements Are Non-Negotiable

NDIS service agreements aren’t optional—they’re required by NDIS Practice Standards. But they’re not just compliance paperwork. Good service agreements protect your practice, protect participants, and prevent disputes.

The key elements:

  • Specific service descriptions
  • Clear pricing (matching NDIS Price Guide)
  • Participant and provider rights and responsibilities
  • Cancellation policies
  • Complaint processes
  • Privacy and confidentiality
  • Participant agreement

Common mistakes to avoid:

  • Generic templates without customization
  • Not getting participant agreement
  • Vague service descriptions
  • Wrong pricing
  • Missing cancellation policies
  • Not updating when plans change

Best practices:

  • Make agreements participant-friendly
  • Be specific about services
  • Review regularly
  • Store securely
  • Train your staff
  • Get legal review

Next step: Review your current service agreements. Do they meet NDIS requirements? Are they customized for each participant? If not, it’s time to fix them. Compliance isn’t optional—it’s essential for running an NDIS practice.

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Dr. Rachel Taylor

Dr. Rachel Taylor

Clinical operations consultant with 15 years in allied health. Specializes in NDIS compliance, quality assurance, and participant outcomes.

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