NDIS service agreement for support workers: what to include
A service agreement is the written record of what you will do for a participant, what it costs and what happens if things change. This guide covers what to put in one if you work for yourself as an independent support worker in Australia.
Do you actually need one?
Registered NDIS providers are expected to agree supports with the participant in writing. If you are an unregistered sole trader it is not always a formal requirement, but it is still the best protection you have. Plan managers and participants often ask for one, and it settles arguments about hours, rates and cancellations before they start.
What to include
- Who it is between. Your name, business name and ABN, and the participant's name and NDIS number. If a nominee or guardian is involved, name them and their role.
- The supports you will provide. Describe them in plain language (for example, community access, personal care, household tasks) and link them to the participant's goals where you can.
- When and where. The usual days and times, the location, and how much notice you need to change a shift.
- What it costs. The support item and the rate for each type of support, including weekday, evening, weekend and public holiday rates. Rates must be at or below the NDIS price limits for that support. Say how you charge for travel and kilometres.
- How and when you invoice. Who receives the invoice (the participant or their plan manager), how often, and how long they have to pay.
- Cancellations. The notice period you ask for and what you will charge if a shift is cancelled late. The NDIS Pricing Arrangements set out when short-notice cancellations can be claimed, so make sure your policy matches them.
- Changing the agreement. Changes are made in writing and agreed by both of you.
- Ending the agreement. How either side can end it and the notice that applies. Many agreements use a short notice period such as 14 days, but you choose what suits you both.
- Privacy and consent. What information you keep about the participant, why, who it is shared with, and how they can ask to see it.
- Feedback and complaints. How the participant can raise a concern with you, and that they can also contact the NDIS Quality and Safeguards Commission.
- Signatures and dates. Both of you sign and date it, and the participant gets a copy.
Tip: Keep the language plain. A participant who understands what they are agreeing to is far less likely to dispute it later. Offer an easy-read version or go through it together if that helps.
Who signs
The participant signs, or a nominee, guardian or other person with legal authority to act for them. Write down who signed and in what capacity (for example, "participant" or "nominee"), so it is clear later who agreed to what.
Signing electronically
Electronic signatures are generally accepted for agreements like this, and they save printing, scanning and chasing. Always offer a paper copy if the participant prefers it, and keep the signed version with your records for at least five years.
Keep it up to date
- Review the agreement when the plan is renewed or reassessed.
- Update it when your rates or the NDIS price limits change.
- Put any change in writing and keep it with the original.
The easier way to do it
Supportal builds a service agreement from the client's profile, with their NDIS items, rates and goals filled in. You sign it, then send the client a link so they can read it and sign on their phone. The signed copy is stored with your records, and the link keeps showing it to them afterwards.
Quick answers
Do I need a service agreement as a sole trader support worker?
Registered providers are expected to have one. For unregistered sole traders it is not always a formal requirement, but it is best practice and plan managers and participants often ask for it.
Who signs an NDIS service agreement?
The participant, or their nominee, guardian or other person with legal authority to act for them. Record who signed and in what capacity.
Can a service agreement be signed electronically?
Generally yes. Offer a paper copy if the participant prefers one and keep the signed version with your records.
Can I change an agreement after it is signed?
Yes, if both sides agree. Put the change in writing, have the participant confirm it and keep it with the original.
This guide is general information for Australian NDIS support workers and is not legal, financial or tax advice. Prices, rules and thresholds change, so always check the NDIS and NDIS Commission websites or speak to a professional for your situation.