An NDIS Service Agreement is a written agreement between you and a Participant (or their Plan Nominee) that outlines:
The supports you will provide
How, when, and where supports will be delivered
The costs, terms, and responsibilities of both parties
It should be easy to understand, discussed with each Participant, reflect their goals and objectives, set a budget, and align with your obligations under the NDIS Code of Conduct.
In short, a Service Agreement sets you up for smooth working relationships, protects both parties from risk, and supports your compliance.
Why it’s important for Independent Support Workers
✅ Shows professionalism and helps meet NDIS Code of Conduct requirements
It shows you deliver services safely, respectfully, transparently, and with integrity, understand NDIS rules and pricing, and meet your requirements under the Code of Conduct.
✅ Avoids confusion or disputes
Clear agreements help prevent issues about what was agreed to, how much was charged, and what happens if plans change or support needs to be cancelled.
✅ Protects your business and payments
If the NDIA questions an invoice or a Participant disputes a charge, a signed Service Agreement shows the support was agreed upon, priced correctly, and delivered in line with NDIS rules.
What’s included in an NDIS Service Agreement?
A clear Service Agreement helps establish a mutual understanding between you and each Participant about your support arrangements.
Here’s what you could include in your Service Agreement:
1. General Information
The start and end dates of the agreement
How the agreement can be changed, and the process for doing so
How either party can end the agreement, including desired notice periods
Details of a Legal Guardian, Plan Nominee, or other Substitute Decision Maker (where applicable)
2. Description of Supports
What services will be provided
How, when, and where the supports will be delivered
Whether supports are ongoing or one-off
Skills or training required to deliver supports safely and competently
The Participants NDIS goals, expected outcomes, and how the service is reasonable and necessary
3. Schedule of Supports
Agreed rates for each service, including variations for weekends, evenings, nights, public holidays and sleepovers
Any additional charges (e.g. activity based transport, non-face-to-face time)
The support category and support item numbers the Participant wishes to use for invoicing on Kynd
4. Payment Details
Advise that bookings are set up, approved, and invoiced on Kynd
Note that Kynd does not charge Participants a fee
5. Responsibilities
Clearly define your responsibilities, including (but not limited to):
Acting in accordance with the NDIS Code of Conduct
Adhering to the NDIS Pricing Arrangements and Price Limits
Reporting all reportable incidents
Reporting known or suspected fraud
Clearly define your expectations of the Participant, including (but not limited to):
The Participant providing accurate information so you can deliver safe and high quality services
Ensuring a safe environment for you to work in
Only engaging you to provide eligible NDIS services
6. Cancellations and No-Shows
Your short notice cancellation policy and charges
How both parties will communicate changes or cancellations
7. Emergencies and Backup Plans
Request or develop an Emergency Plan with contacts for incidents, illness, natural disasters, or other urgent situations
Backup arrangements if you’re unable to deliver a service (e.g. help to build a support team)
What to do if the Participant isn’t home or is non-responsive at the time of service
8. Transport Services
If using your own vehicle, clarify:
Expectations around vehicle condition and safety
Insurance coverage and who pays the excess if there’s an accident
If driving the Participant’s vehicle, clarify:
Agreement that insurance covers you as a driver
Expectations around responsibility for damage or excess payments
9. Feedback, Complaints, and Rights
How Participants can give feedback or raise complaints about your service
Explain the role of the NDIS Quality and Safeguards Commission and provide contact details
Reinforce both your rights to a safe and respectful environment
Offer copies of key policies and procedures like Privacy, Conflict of Interest, Incident Management, Feedback and Complaints Management
10. Privacy and Confidentiality
Outline how Participant information will be collected, stored, used, and disposed of (if not stored on Kynd)
Affirm your responsibilities under the Privacy Act 1988, the NDIS Act 2013, and the NDIS Code of Conduct
11. Professional Boundaries
Set expectations for maintaining a professional relationship, even while building rapport
Clarify when and how you are contactable (e.g. times, days, contact method)
12. Managing Risk
Identify and discuss potential risks and agree on strategies to manage this. This may include (but is not limited to):
Completing a risk assessment for specific environments, tasks, or behaviours of concern
Discussing workplace health and safety requirements, including negotiating break times (where applicable)
Requesting information about the use of aids, equipment, devices, care and support plans (where applicable)
Ensuring no use of a restrictive practice is required
Determine if support is High Intensity support and training requirements
Make sure the Service Agreement is in a format and language the Participant understands. Consider Easy Read or alternative communication formats if needed.
An NDIS Service Agreement isn’t just paperwork, it’s a powerful tool that protects your business, builds trust, and supports high-quality, person-centred service.
By including the right information, you’ll meet your obligations, help Participants feel safe and respected, and reduce the risk of misunderstandings or payment issues.