Service Agreements: An Update

The NDIA recommends having a written service agreement, so participants and providers are clear about what each party has agreed to. Providers should support each participant to understand any service agreement using the language, mode of communication and terms that the participant can understand. This can be done verbally or in writing. Service agreements help make sure the participant and provider have the same expectations of what supports will be delivered and how they will be delivered.

Making a service agreement is a negotiation between the participant and the provider. Participants might involve a nominated person (such as a participant’s family member or friend) to complete the service agreement. On several occasion, Support Foundation may accept support coordinators or recovery coaches as your nominated person to approve the service agreement. A written service agreement is required for Specialist Disability Accommodation supports under the NDIS rules. For other NDIS services, the NDIA does not require written service agreements however at Support Foundation, we encourage everyone to have a written agreement. This agreement can be verified or approved verbally, by text, by email, by signing the agreement or by receiving the services. On extreme condition, verbal consent can be considered until written consent is completed.

While the NDIA is not a party to service agreements between providers and participants, it will act if the terms do not align with the NDIS Act 2013 and NDIS Pricing Arrangements and Price Limits. Many, but not all, supports provided to NDIS participants are GST-free. A service agreement between the service provider and participant is like any other agreement under Australian Consumer Law. The Australian Competition and Consumer Commission has information to help businesses , including not-for-profit organisations that supply goods or services to consumers with disability or to NDIS participants.

Some of the updated done on your SF Service Agreement 2025 are:

1. Claims associated with Short Notice Cancellation, no show, shift ending before the rostered hours
2. Minimum billable hours
3. Provider travel, Activity Based Transport and KM charges
4. Consent to take picture and CCTV Monitoring at SF Accommodation
5. Provision of support (staff and therapist) and billing arrangement
6. Hours and payment request

You can find your most recent SF Service Agreement 2025 by clicking here.