Why should I have a Service Agreement with my providers?

Why should I have a Service Agreement with my providers?

A service agreement acts as a promise between you and your provider. Service Agreements are different from an NDIS plan. An NDIS plan lists the NDIS supports participant receives, but a Service Agreement is about delivering those supports

As a plan manager, if we have a copy of your signed agreements with providers it allows us to quarantine your funds for these supports to ensure you aren't at risk of running out of funds or overspending.


What is the benefit of having a Service Agreement?

  1. Your roles & responsibilities: It sets expectations for what supports you will receive, how much they will cost and the provider's obligations
  2. Goals & Outcomes: You get a better understanding of what goals and outcomes you are working towards - and sets out each party’s responsibilities and obligations towards achieving these outcomes.
  3. Privacy: Protects your privacy: a service agreement states the way in which a provider will collect, use and disclosure a participant's sensitive personal information
  4. Cancellations: Outlines Cancellation charges and any other changes to your agreement
  5. BUDGETING: Having signed agreements in place is helpful for budgeting, as it allows us as your plan manager to quarantine your funds to ensure you aren't at risk of running out of funds or overspending.

What should a Service Agreement include:

A service agreement should include:
  • the type of supports that will be provided
  • the cost of those supports and total dollar value of service to be provided (Note: prices cannot be increased when NDIS rates increase unless specififed)
  • the payment terms
  • consent for the creation of service bookings.
  • how, when and where the participant requires the supports to be delivered
  • how long the participant requires the supports to be provided
  • when and how the Service Agreement will be reviewed
  • how the participant and provider will deal with any problems, compliants or questions that may arise
  • what the participant’s responsibilities are under the Service Agreement
  • what the provider’s responsibilities are under the Service Agreement
  • what notice is needed for the participant or provider to change or end the Service Agreement and how this is done.


Where do I send my signed agreements?

We would suggest you send any signed agreements to your plan manager so funds can be budgeted for. If you are with Plan Hero - please send any signed agreements to support@planhero.com.au