NDIS Service Agreement Template — Use Online or Copy to Your Document
An editable NDIS service agreement template covering parties, supports to be delivered, pricing, cancellation policy, participant rights, and signatures. Adapt it for your organisation.
What is an NDIS service agreement?
A service agreement is a formal document between an NDIS provider and a participant (or their nominee) that sets out the supports to be delivered, the price, the terms of delivery, and both parties' rights and responsibilities. For registered NDIS providers, service agreements are required under the NDIS Practice Standards.
A well-written service agreement does several things. It ensures the participant understands exactly what support they are getting and what it costs. It protects the provider if a dispute arises over what was agreed. It sets clear expectations around cancellation, which is one of the most financially significant issues for providers operating under the NDIS pricing framework. And it creates a document trail that demonstrates your organisation takes its obligations to participants seriously.
What the NDIS Practice Standards require
The NDIS Practice Standards (Core Module, Provision of Supports) require registered providers to have a written agreement with each participant before delivering supports. The agreement must cover:
- The supports to be delivered, described in enough detail that both parties understand what is included
- The price for each support, stated in line with the NDIS Pricing Arrangements and Price Limits
- The participant's rights, including the right to choose a different provider
- Cancellation and exit terms, including short-notice cancellation policy consistent with NDIS pricing rules
- How concerns and complaints will be handled
Unregistered providers are not subject to the Practice Standards but are still bound by the NDIS Code of Conduct, and having a written agreement protects both parties regardless of registration status.
What providers commonly get wrong
Vague support descriptions. A service agreement that lists only support categories (e.g., "Daily Activities") rather than specific supports gives the participant no real information about what they are agreeing to, and gives the provider no protection if a dispute arises about what was included.
Missing or incorrect cancellation terms. The NDIS Pricing Arrangements set out the conditions under which providers can claim for short-notice cancellations. Your service agreement must reflect the current rules. The threshold for short-notice cancellation is 2 clear business days before the scheduled support for most support categories. Some providers still use older thresholds from previous price guides.
No review date. A service agreement with no review date is effectively open-ended, which means it may remain in force after a participant's NDIS plan changes, their needs change, or prices are updated. Always include a review date tied to the participant's plan end date or a fixed interval, whichever is sooner.
Plain-language gaps. Participants have a right to understand what they are signing. Agreements written in dense legal language without plain-English explanation create informed consent risk. The NDIS Commission expects providers to ensure participants understand their agreement before signing.
When to get legal review
This template is a starting point. Before using a service agreement with participants, have it reviewed by your legal counsel or your employer association (such as NDS or AFDO). Organisations delivering supports to participants with complex needs, younger children, or participants who lack decision-making capacity should seek specific advice about consent, guardianship, and nominee authority before finalising their agreement template.
How Teiro supports service agreement management
Teiro stores service agreements against participant records, tracks review dates, and makes signed documents available to coordination staff without hunting through shared drives. When a participant's plan is renewed in the system, the review flag surfaces automatically. Learn more about participant record management.
NDIS Service Agreement Template
Copy the section below and adapt it for your organisation. Fill in each field marked in brackets with your organisation's specific information before use.
NDIS SERVICE AGREEMENT
Agreement date: [DD/MM/YYYY]
Part 1 — Parties to This Agreement
Provider
- Organisation name: [Registered organisation name]
- ABN: [Australian Business Number]
- NDIS registration number: [NDIS provider registration number, if registered]
- Contact name: [Name of primary contact for this agreement]
- Phone: [Contact phone number]
- Email: [Contact email address]
Participant
- Full name: [Participant's full legal name]
- NDIS number: [Participant's NDIS plan number]
- Date of birth: [DD/MM/YYYY]
- Address: [Residential address]
- Phone: [Participant's phone number]
- Email: [Participant's email address, if applicable]
Nominee or guardian (if applicable)
- Name: [Full name]
- Relationship to participant: [e.g., parent, legal guardian, plan nominee]
- Phone: [Contact phone number]
Part 2 — Supports to Be Delivered
| Support Item | NDIS Support Category | Frequency | Rate (incl. GST where applicable) | Estimated Weekly Cost |
|---|---|---|---|---|
| [Describe the support, e.g., Personal care assistance] | [e.g., Daily Activities] | [e.g., 5 hours per week] | [e.g., $67.56/hr] | [e.g., $337.80] |
| [Add rows as needed] |
All rates are in line with the current NDIS Pricing Arrangements and Price Limits. Rates may be adjusted when the NDIS updates its price guide. The Provider will give the Participant at least 14 days' written notice of any rate change.
Agreement period: Commences [DD/MM/YYYY] and will be reviewed on [DD/MM/YYYY], or when the Participant's NDIS plan is renewed, whichever is earlier.
Part 3 — How Supports Will Be Delivered
- Location of support: [e.g., Participant's home, community venues, day program site]
- Worker arrangements: [e.g., Supports will be delivered by suitably qualified support workers employed by the Provider. The Participant will be notified of any regular worker changes where practicable.]
- Communication: [e.g., Coordinators are available Monday to Friday by phone and email. After-hours contacts for urgent matters: insert number.]
- Reporting: [e.g., Progress notes are completed after each shift. Monthly summaries are available on request.]
Part 4 — Participant Rights and Responsibilities
The Participant has the right to:
- Receive supports in a safe, respectful, and dignified manner
- Know who will be delivering their supports and request a change if needed
- Raise concerns or make a formal complaint without fear of losing services
- Access their personal information held by the Provider
- Choose a different provider at any time, subject to exit notice terms
- Have a support person or independent advocate present at any time
The Participant agrees to:
- Give reasonable advance notice when cancelling a scheduled support
- Treat the Provider's workers with respect and courtesy
- Ensure a safe physical environment for support delivery
- Notify the Provider of any significant changes to their support needs or living situation
Part 5 — Cancellation Policy
A cancellation is classified as short-notice if the Participant notifies the Provider with less than 2 clear business days before the scheduled support. This threshold applies to most NDIS support categories under the current NDIS Pricing Arrangements and Price Limits. Check the current price guide if you deliver specialist supports, as different thresholds may apply.
For short-notice cancellations, the Provider may claim up to 100% of the agreed support price from the Participant's NDIS funding, in accordance with the current NDIS Pricing Arrangements.
The Provider will not claim for a short-notice cancellation if the cancellation was due to an emergency or other circumstances beyond the Participant's control, at the Provider's reasonable discretion.
Part 6 — Ending This Agreement
Either party may end this agreement by providing 14 days' written notice. The Provider may end this agreement with less notice if the safety of staff or other participants requires it, or if the Participant has seriously breached the terms of this agreement.
On ending this agreement, the Provider will assist the Participant to transition to another provider where reasonably practicable.
Part 7 — Privacy and Confidentiality
The Provider collects and holds personal information for the purpose of delivering NDIS supports, meeting legal obligations, and communicating with the Participant and their nominees. This information will not be shared with third parties without the Participant's consent, except as required by law or by the NDIS Quality and Safeguards Commission.
Participants may request access to their personal information held by the Provider at any time.
Part 8 — Feedback and Complaints
The Participant may raise a concern or complaint with:
- Provider complaints contact: [Name, phone, and email of your organisation's complaints officer or process]
- NDIS Quality and Safeguards Commission: 1800 035 544 or ndiscommission.gov.au
- NDIS Commission online complaints: ndiscommission.gov.au/participants/complaints
The Provider will not reduce or suspend supports as a result of a complaint being made in good faith.
Signatures
Provider representative
- Name: [Full name]
- Title: [Role, e.g., Operations Manager]
- Signature: [Handwritten or digital signature]
- Date: [DD/MM/YYYY]
Participant (or nominee)
- Name: [Full name]
- Relationship to participant (if nominee): [e.g., Legal guardian, plan nominee]
- Signature: [Handwritten or digital signature]
- Date: [DD/MM/YYYY]
*This template is provided for general guidance only. It is not legal advice. Review dates, cancellation thresholds, and pricing must be updated to reflect the current NDIS Pricing Arrangements and Price Limits at the time of use. Have your service agreement reviewed by qualified legal or industry advisors before use with participants.*
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