NDIS Service Agreement: What to Include and Why It Matters for Independent Support Workers

If you're working as an independent NDIS support worker, having a solid NDIS service agreement isn't just good practice — it's one of the smartest things you can do to protect yourself and your participants. A service agreement sets clear expectations, avoids misunderstandings, and keeps your business running smoothly.

In this guide, we'll walk you through exactly what to include in your NDIS service agreement, why each section matters, and how to put one together — even if you've never written one before.

What Is an NDIS Service Agreement?

An NDIS service agreement is a written document between you (the support worker) and a participant (or their representative). It outlines what services you'll provide, how much they'll cost, and what both parties can expect from the arrangement.

Think of it as a simple contract. It doesn't need to be full of legal jargon — in fact, the NDIA recommends keeping it in plain language so participants can easily understand it.

Is a Service Agreement Legally Required?

Here's the thing: a written service agreement is not legally mandatory under the NDIS, except for Specialist Disability Accommodation (SDA). However, the NDIA strongly recommends having one for every service arrangement.

Why? Because service agreements are covered by Australian Consumer Law. That means they act as evidence of what was agreed, which protects both you and the participant if something goes wrong. The NDIA can also review your agreements during compliance checks.

Bottom line: You should always have a written service agreement. No exceptions.

Why Independent Support Workers Need a Service Agreement

As a sole trader or independent support worker, you don't have a big organisation behind you handling compliance and admin. A service agreement helps you:

Set clear boundaries around what you will and won't do
Avoid payment disputes by documenting rates and invoicing terms upfront
Protect yourself legally if a participant or their family raises a complaint
Look professional — participants and plan managers take you more seriously
Stay compliant with NDIS requirements and the NDIS Code of Conduct
Plan your workload by documenting schedules and cancellation policies

Without a service agreement, you're essentially working on a handshake. That might feel fine at first, but it creates real problems when schedules change, payments are late, or expectations don't match.

What to Include in an NDIS Service Agreement

Let's break down the essential sections. We'll use a practical example throughout — meet Sarah, an independent support worker providing daily living assistance to a self-managed participant named Tom.

1. Party Details

Start with the basics. Both parties need to be clearly identified.

What to include:

Participant: Full name, NDIS number, contact details (phone, email, address), and nominee or guardian details if applicable
Support worker: Your full name, business name (if you have one), ABN, contact details, and NDIS Worker Screening Check clearance number

Sarah's example:

Participant: Tom Richards, NDIS No. 123456789, tom@email.com, 0412 345 678 Support Worker: Sarah Chen, ABN 12 345 678 901, sarah@sarahsupport.com.au, 0498 765 432, NDIS Worker Screening Clearance #WSC-12345

2. Description of Supports

This is the most important section. Be specific about what you'll actually do.

What to include:

Type of support (e.g., assistance with daily living, community access, transport)
NDIS support category and line item number (from the NDIS Pricing Arrangements and Price Limits)
Frequency and duration (e.g., 3 hours, twice per week)
Where services will be provided (participant's home, in the community, etc.)
Specific tasks and activities

Sarah's example:

Support type: Assistance with Daily Life — 01_011_0107_1_1 Frequency: Tuesday and Thursday, 9:00 AM – 12:00 PM (3 hours per session) Location: Tom's home and local community (shopping, appointments) Tasks: Personal care assistance, meal preparation, grocery shopping support, light household tasks

Tip: Align the supports directly with the participant's NDIS plan goals. If Tom's goal is "to live more independently," note how your services contribute to that.

3. Cost and Payment Terms

Be upfront about money. This prevents awkward conversations later.

What to include:

Hourly rate (must not exceed the NDIS Price Limit for the support category)
Any additional charges (e.g., travel, non-face-to-face time like shift notes)
Total estimated cost per week/fortnight
How you'll invoice (frequency, format)
Payment method and timeframe
How the participant's plan is managed (self-managed, plan-managed, or NDIA-managed)

Sarah's example:

Hourly rate: $67.56 (weekday rate, as per NDIS Price Guide) Travel: $0.97/km for community access transport Invoicing: Fortnightly, emailed as PDF within 3 business days of the pay period ending Payment: Bank transfer within 7 days of invoice Plan management: Self-managed

For more on getting your invoices right, check out our guide to NDIS invoicing for independent support workers.

4. Responsibilities of Both Parties

Spell out what each person is responsible for. This prevents the "I thought you were going to..." conversations.

Support worker responsibilities:

Deliver the agreed supports professionally and on time
Comply with the NDIS Code of Conduct
Maintain appropriate insurance (public liability and professional indemnity)
Keep accurate records, including shift notes
Communicate openly about any changes or concerns
Protect the participant's privacy and personal information

Participant responsibilities:

Provide a safe environment for the support worker
Give reasonable notice for cancellations or schedule changes
Pay invoices within the agreed timeframe
Communicate any changes to their NDIS plan or needs
Treat the support worker with respect

Writing good shift notes is a key part of your responsibilities — our guide on how to write NDIS shift notes covers this in detail.

5. Schedule and Cancellation Policy

Cancellations are one of the biggest pain points for independent support workers. A clear policy saves headaches.

What to include:

Regular schedule (days, times)
Minimum notice period for cancellations (the NDIS allows providers to charge for short-notice cancellations — generally less than 2 clear business days)
What happens with no-shows
How schedule changes are handled
Any exceptions (e.g., emergencies, hospitalisations)

Sarah's example:

Regular schedule: Tuesdays and Thursdays, 9:00 AM – 12:00 PM Cancellation notice: Minimum 2 clear business days required Short-notice cancellation: 90% of the agreed fee may be charged No-shows: Full session fee applies Exceptions: No charge for cancellations due to hospitalisation or emergency (with reasonable evidence)

6. Agreement Duration and Review

Don't let your agreement become a "set and forget" document.

What to include:

Start date
End date (or state that it's ongoing until terminated)
Review schedule (e.g., every 12 months, or when the participant's NDIS plan is reviewed)
How changes to the agreement are made (e.g., in writing, agreed by both parties)

Sarah's example:

Start date: 1 April 2026 Duration: Ongoing until terminated by either party Review: Every 12 months, or when Tom's NDIS plan is reviewed, whichever comes first Changes: Any changes must be agreed in writing by both parties

7. Dispute Resolution

Even the best working relationships can hit bumps. Having a clear process in place shows professionalism and protects everyone.

What to include:

First step: Direct conversation between both parties
Second step: Involve a third party (e.g., the participant's support coordinator or plan manager)
Third step: Lodge a complaint with the NDIS Quality and Safeguards Commission (phone: 1800 035 544)
Note that the participant can contact the Commission at any time — they don't have to follow the steps in order

Sarah's example:

Step 1: Tom and Sarah will discuss any concerns directly Step 2: If unresolved, Tom's support coordinator (Jane, Plan Partners) will mediate Step 3: Either party can contact the NDIS Quality and Safeguards Commission at 1800 035 544

8. Termination

Both parties should be able to end the agreement. Be clear about how.

What to include:

Notice period required (e.g., 14 days written notice)
Circumstances where immediate termination is allowed (e.g., safety concerns, breach of NDIS Code of Conduct)
What happens to any outstanding invoices after termination
Any handover obligations (e.g., returning participant information)

Sarah's example:

Either party may terminate this agreement with 14 days' written notice Immediate termination is permitted if either party breaches the NDIS Code of Conduct or if there is a safety risk All outstanding invoices remain payable after termination Sarah will securely return or destroy Tom's personal information within 30 days of termination

9. Privacy and Confidentiality

As a support worker, you'll have access to sensitive personal information. Your agreement should address this.

What to include:

How you'll store and protect the participant's information
Who you may share information with (and that you'll seek consent first)
Your obligations under the Privacy Act 1988
What happens to records when the agreement ends

10. Signatures

Both parties (or a nominee/guardian) should sign and date the agreement. Each party keeps a copy.

Practical Checklist: Before You Sign

Use this checklist before finalising any NDIS service agreement:

✅ Both parties' details are correct (names, NDIS number, ABN)
✅ Supports are clearly described with specific tasks, times, and locations
✅ Rates match or sit below the current NDIS Price Limits
✅ Payment terms and invoicing schedule are documented
✅ Cancellation policy is fair and follows NDIS guidelines
✅ Dispute resolution process includes the NDIS Commission
✅ Termination conditions are clear for both parties
✅ Privacy obligations are included
✅ The agreement is in plain language the participant can understand
✅ Both parties have signed and kept a copy

Common Mistakes to Avoid

Being too vague. "Providing support as needed" tells nobody anything. Be specific about tasks, times, and frequency.

Forgetting cancellation terms. Without a policy, you'll cop lost income from no-shows and last-minute cancellations with no way to claim for it.

Not reviewing regularly. Participants' needs change. NDIS plans get reviewed. Price limits update. Your agreement should keep up.

Using overly complex language. The NDIA specifically says agreements should be easy to understand. If a participant can't read and understand your agreement, it's not doing its job.

Skipping the agreement entirely. "We've been working together for months, we don't need paperwork." Until you do. Get it in writing from day one.

Where to Find NDIS Service Agreement Templates

The NDIA provides guidance and resources on their website:

You can also find free templates from organisations like National Disability Services (NDS) and various NDIS software providers. Just make sure any template you use is tailored to your specific services — a generic template is a starting point, not a finished product.

Key Takeaway

A well-written NDIS service agreement protects you, protects your participants, and sets your independent support work up for success. It doesn't need to be complicated — just clear, specific, and fair. Take the time to get it right, review it regularly, and keep a signed copy on file.

If you're an independent NDIS support worker looking to streamline your admin — from service agreements to invoicing and shift notes — Kareroo helps you manage it all in one place, so you can spend less time on paperwork and more time supporting your participants.