What is a Service Agreement?

A service agreement is a document that makes it clear what has been agreed upon between you and your service provider.  They are a bit like a quote.

Why do we recommend Service Agreements?

The NDIA recommends having a written Service Agreement so you and your provider are both clear about what has been agreed to, what supports are being delivered and how they are being delivered.

As your plan manager, we strongly recommend them as we use this information to:

• Give you guidance on whether you have enough funding to cover the supports

• Help you track your spending

• Ensure your provider is billing in accordance with what was agreed, this is very important for SIL supports and other large claims

• Provide payment assurance to your provider by quarantining the funding in your NDIS Plan

Professional NDIS Plan Manager Australia

What should a Service Agreement include:

• What supports will be provided, plus how, when and where they will occur. Will it be a regular or one-off service?

• How many times you will get your supports. Maybe it’s a number of shifts, sessions or products shipped to you.

• How much your supports cost. This one is essential!  Don’t forget to consider travel or delivery costs and GST (if applicable).

• Start and finish dates of the agreement that are within your plan period.

• The responsibilities of both provider and participant.

• The Dispute resolution process.  What to do when an issue arises.

The last word on Service Agreements:

A Service Agreement should be easy to read and set out both provider and participant obligations.  It is a good idea to have a nominee help you to read and understand what you are signing.

You can cancel a service agreement, or the supports provided but make sure you understand the notice your provider requires or if there is a fee involved.  You can also make changes but both parties need to consent to any amendments.

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