Choosing a Provider Contract & Service Agreement Checklist

What a service agreement should cover (and what to watch for)

A service agreement is the document that sets out what your provider will do, how they will do it, and what it will cost. Before you sign anything, check it matches your NDIS plan and the supports listed in your plan. If you have Plan Management, confirm the arrangement aligns with how funding is paid and how claims are made through MyMoney NDIS (www.planmanager.net.au). If you are unsure, ask the provider to explain the link between the tasks in the agreement and the goals in your plan.

Your agreement should be clear about who is providing the support, what supports you will receive, how often, where, and how changes will be handled (for example, if your needs change). It should also include details about staff qualifications, communication, incident reporting, and how complaints are managed. A good agreement will also cover COVID/safety and any relevant risk controls in plain language, not just legal wording.

Watch for red flags such as vague descriptions like “we will support you as needed” without specific activities, hidden fees outside your NDIS funding, or promises that can’t be met (for example, guaranteed times when the provider doesn’t control staffing). Be cautious if you’re asked to sign before you’ve received your full schedule, pricing, or cancellation terms. If you want to compare options, My Care Finders can help you compare providers based on service fit, transparency, and practical arrangements.

Key takeaway: If it’s not written clearly in the agreement, it’s harder to get it delivered—and harder to dispute if things go wrong.

• Inclusions: supports, frequency, start/end dates, location, who provides them, and any travel/limits.
• Responsibilities: what the provider will do vs what you or your supports must provide.
• Changes & cancellations: notice periods, make-good arrangements, and how variations are approved.
• Quality and safety: behaviour supports (if relevant), incident process, and privacy/confidentiality.

If you have questions, ask for the agreement in plain English and request examples of documentation they use (such as session notes, progress updates, or reporting). You can also check whether the provider’s approach matches your preferences, access needs, and communication style.