1. Purpose
This policy describes how [Organisation Name] negotiates, documents, and manages service agreements with participants. It supports NDIS Practice Standard 3.3.
2. Scope
Applies to all participants receiving paid supports from [Organisation Name].
3. Principles
- Every participant receiving supports has a current written service agreement
- The agreement is written in plain language
- The participant is supported to understand the agreement before signing
- The agreement is reviewed at least annually or when supports materially change
4. Agreement Content
The service agreement covers:
- The supports being provided (type, frequency, duration, location)
- Pricing aligned with the current NDIS Pricing Arrangements and Price Limits
- Cancellation, no-show, and short-notice cancellation terms
- Payment arrangements (plan-managed, self-managed, or NDIA-managed)
- Worker preferences and consistency expectations
- How feedback and complaints can be raised
- How either party may end the agreement
- Communication preferences and contact details
- Date the agreement starts and ends or is reviewed
5. Consent and Capacity
- Where a participant has decision-making support arrangements (guardian, plan nominee, supported decision-maker), the agreement involves them per the participant's direction
- The agreement is signed by the participant or their authorised representative
- A copy is provided to the participant in their preferred format
6. Variations
- Material changes (new supports, price changes, schedule changes) are agreed in writing
- Minor day-to-day adjustments are noted in support records
7. Termination
- Either party may end the agreement per the terms documented
- Participants are not penalised for changing provider
- Where the organisation initiates termination, a transition plan is offered
8. Records
Service agreements and variations are retained for 7 years after services end.
9. Related Policies
- Support Planning Policy
- Complaints and Feedback Policy
- Financial Management Policy
10. Review
Reviewed annually or when NDIS Pricing Arrangements change.
This template is provided by GuardRail as general guidance only. Organisations should customise it and have it reviewed by a legal professional before adoption.