NDIS service agreement template: what to include and a free download

A service agreement is required before you deliver any funded NDIS support. That is not a best practice suggestion. Under the NDIS Code of Conduct and the Practice Standards, you need documented consent confirming that the participant understands and has agreed to the supports you will provide, the cost, and their rights.

This guide explains what must go into the agreement, what commonly gets left out, and how to write one that will hold up in an audit. A free template is linked below.

Who needs a service agreement

Both registered and unregistered providers need a service agreement with each participant. The distinction matters because the rules sit in slightly different places depending on your registration status, but the practical requirement is the same.

If you are registered, the NDIS Practice Standards (Core Module, Outcome 1.1) require that participants have consented to and understand the supports being delivered. A signed service agreement is the standard way to document that consent.

If you are unregistered, the NDIS Code of Conduct requires honest dealings with participants and their representatives. A service agreement protects both parties. Without one, disputes about scope, rates, or what was agreed become very difficult to resolve.

The NDIS Commission expects to see service agreements during audits and in complaint investigations. Missing or unsigned agreements are a routine finding.

What the agreement must cover

Seven areas need to be addressed. Most template agreements on the internet leave at least one of them out.

1. Parties and contact details

Full legal name of the provider, ABN, contact number, and address. Full name of the participant, NDIS number, and their preferred contact. If a plan nominee or support coordinator is involved, note their role.

2. Supports to be delivered

A plain-English description of what supports will be provided: the support type, how often, how long each session is, and where they will be delivered. Vague descriptions like "community access as required" are not enough. Auditors look for specificity.

3. NDIS support categories and pricing

List the relevant NDIS Support Catalogue line items (e.g., "01_011_0107_1_1 — Assistance with Daily Life") alongside the rate you will charge. The rate cannot exceed the current NDIS Price Guide limit for that item. State whether travel time is charged separately and at what rate.

4. Cancellation policy

Under the NDIS Pricing Arrangements, you can charge for short-notice cancellations (less than two business days' notice) up to 100% of the agreed fee. The agreement must state this policy clearly or you cannot enforce it. Include how the participant should notify you of a cancellation and what form that notification needs to take.

5. Participant rights and responsibilities

The agreement must confirm the participant's rights: to receive quality supports, to raise concerns or complaints without consequences, and to end the agreement with reasonable notice. Include your complaints process and the NDIS Commission's contact details (1800 035 544, ndiscommission.gov.au).

6. Provider responsibilities

State that workers will hold a valid NDIS Worker Screening Check, that supports will be delivered by qualified workers, and that incidents will be reported in accordance with the NDIS Commission requirements. This section is short but it matters to auditors.

7. Duration and review

Start date, initial duration (commonly 12 months), and conditions for review or early termination. Both parties should be able to end the agreement with reasonable notice, typically two weeks, without penalty.

Common mistakes

Rates not linked to the Price Guide. If the rate you write into the agreement exceeds the current NDIS Pricing Arrangements limit, the agreement is non-compliant regardless of whether the participant signed it.

Missing cancellation policy. Without a specific cancellation clause, you cannot charge for short-notice cancellations. The NDIS will not pay claims for cancellations that are not covered in a documented agreement.

Unsigned or undated. An unsigned agreement is not an agreement. Both parties need to sign and date it. If the participant uses an AAC device or has a plan nominee, document how consent was given.

Not reviewed when supports change. A service agreement covers the supports listed in it. If a participant's plan is reviewed and new supports are added, the agreement needs to be updated and re-signed. Auditors check whether agreements match the supports actually being delivered.

No copy given to the participant. The participant must receive a copy. Email confirmation with the signed document attached is fine.

Storing and reviewing agreements

Keep signed service agreements in each participant's file. If you use Billa, participant files include a document section where you can attach signed agreements alongside progress notes and support plans.

Review each agreement at the participant's plan review date. If their funding categories or approved supports change, the agreement should be updated before new supports begin.

For your audit documentation checklist, service agreements sit under the participant files section. If you are working through your audit preparation, the full NDIS audit checklist covers where agreements fit alongside the other documentation auditors review.