Provider Service Agreements: What to Check Before You Say Yes

Why agreements matter (and what you should receive)

Before you say yes to a provider, the service agreement should clearly explain how supports will be delivered under your NDIS plan. A good agreement protects you by setting out what’s included (and what isn’t), how often services will happen, who provides them, and what to do if something changes. It should also make it obvious how the provider will meet your goals, preferences, and safety requirements.

You should receive an agreement that is written in plain language, with clear details such as the start and end dates (or review timeframes), the types of supports, expected frequency and duration, and any limits or exclusions. Ask for information about staff availability, how cancellations are handled, and whether travel costs are included or charged separately. If your plan uses plan management, check how invoices are submitted and what you will need to provide. If you use MyMoney NDIS (www.planmanager.net.au), confirm the process for payment and any required evidence, so nothing surprises you later.

Key takeaway: Your agreement should tell you exactly what you will get, when you will get it, how much it will cost, and what happens if things go wrong.

Make sure the agreement includes your right to raise concerns and the steps for complaints, as well as how the provider will manage incidents and report safety issues. If you’re comparing providers, use the agreement checklist to compare like-for-like. My Care Finders can help you compare provider information and prepare questions, so you feel confident before signing.

• What you should get: service details, schedule, costs/fees, cancellation rules, and review dates.
• What to check: any assumptions, exclusions, and who to contact for changes or complaints.
• What to confirm: invoicing and payment process, especially if you use plan management (e.g., MyMoney NDIS).