An NDIS service agreement sets out what has been agreed between you and your provider. The NDIA recommends having a written service agreement so everyone is clear on what supports will be delivered and how they will be delivered. For most supports, a written agreement is recommended rather than required, but it must be in place for Specialist Disability Accommodation (SDA).
On Careseekers, when you choose to work with a worker through our platform, you enter into a contract that covers the practical details of the arrangement.
The short answer
A good service agreement should make it clear:
- what supports will be provided
- how and when support will be delivered
- what the support costs
- what each person is responsible for
- how changes, cancellations and ending the arrangement will work
- what happens if there is a problem or dispute.
Through Careseekers, the contract also covers key practical details such as:
- supports to be provided
- when support will be provided
- hourly rates and payments
- cancellation policy
- additional information
- emergency contacts.
Why a service agreement matters
A service agreement helps make sure everyone is on the same page before support begins.
The NDIA describes it as an agreement between you and your provider that makes clear what you have both agreed to. It recommends using a written agreement so there is clarity about the supports, costs and responsibilities involved.
That matters because it helps avoid confusion later on around things like:
- what support is actually included
- how often support will happen
- what happens if plans change
- what notice is needed to cancel
- how issues will be handled.
What should be included in an NDIS service agreement?
What supports are being provided
The agreement should clearly explain the support being provided.
That includes:
- what kind of support it is
- how the support will be delivered
- when and where the support will happen
- whether it is regular or one-off.
If you are arranging support through Careseekers, this should line up with the worker, booking and support arrangement you have agreed to.
Cost of support
The agreement should make it clear what the support will cost.
This can include:
- hourly rate
- any other agreed charges
- how payment will work
- whether travel or other costs apply.
If you are self-managed, you may have more flexibility to negotiate rates directly. If you are plan-managed or NDIA-managed, NDIS pricing rules apply where relevant.
Responsibilities
A good agreement should explain what each person is responsible for.
That can include:
- what the worker will do
- what you need to do before support can be provided
- what happens if either side cannot meet their responsibilities
- how communication will work.
This is one of the simplest ways to avoid misunderstandings once support starts.
Cancellations and notice periods
The agreement should explain the cancellation policy clearly.
The NDIA recommends understanding:
- how much notice you need to give to cancel
- whether different supports have different notice periods
- what happens if support needs to change.
Through Careseekers, the contract includes a cancellation policy, so it is worth checking that carefully before support begins.
Changes to the agreement
Support needs can change over time, so the agreement should also explain:
- how long the agreement runs for
- when it will be reviewed
- how changes will be managed
- how the arrangement can end if needed.
The NDIA also notes that sometimes you may not need to end an agreement completely. In some cases, you may be able to keep the agreement and change the supports instead.
Problems, complaints and disputes
It should be clear what to do if something goes wrong.
A service agreement should explain:
- how to raise a concern
- who to speak to first
- what happens if the issue cannot be resolved.
The NDIA also says participants should feel able to speak up if they feel unsafe or unhappy with the services they are receiving.
How this works through Careseekers
Through Careseekers, the contract is an important part of setting up support properly.
When you engage a worker through our platform, the contract includes:
- supports to be provided
- when support will be provided
- costs and hourly rates
- payments
- cancellation policy
- additional information
- emergency contacts.
That gives you a practical structure for the arrangement from the start.
What should you check before agreeing?
Before support starts, it helps to make sure you understand:
- what support is included
- when support will happen
- how much it will cost
- how payments will work
- what the cancellation policy is
- how changes will be handled
- what happens if the arrangement is no longer the right fit.
The clearer these points are upfront, the easier the arrangement usually is later on.
Frequently asked questions
Do I need a written NDIS service agreement?
The NDIA recommends having one, but for most supports it is not mandatory. A written agreement is required for Specialist Disability Accommodation supports.
What should an NDIS service agreement include?
It should cover the supports being provided, cost, responsibilities, how long the agreement runs, how it can be changed, and how problems or disputes will be handled.
Does a Careseekers contract include cancellation terms?
Yes. The contract includes a cancellation policy, along with the agreed supports, timing, rates, payments and emergency contacts.
Can I change my service agreement later?
Yes, in many cases. The NDIA says changes can sometimes be made to the current agreement, or a new agreement may be created if support needs change.
What happens if I want to end the arrangement?
Your agreement should explain how the arrangement can end and what notice period applies. If support is already underway, it is important to deal with bookings and any pending invoices properly before closing things off.
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