What Is an NDIS Service Agreement?
An NDIS service agreement is a written contract between you (the NDIS participant) and a provider. It sets out what supports the provider will deliver, how much they will charge, and the terms and conditions of the arrangement.
Service agreements are an important part of your NDIS plan. They protect both you and your provider by making expectations clear from the start — and they give you a reference point if something goes wrong.
While service agreements are not always legally required, the NDIS strongly recommends having a written agreement with every provider. Without one, disputes about what was agreed can be difficult to resolve.
💡 As your plan manager, Clear Sky processes invoices in line with your service agreements. We'll flag any invoice that doesn't match your agreed pricing. Get started →
What Should Be in a Service Agreement?
A good service agreement should clearly cover the following:
Supports to be delivered
A clear description of what supports the provider will deliver, how often, and for how long.
Pricing and payment terms
The price for each support (must not exceed NDIS price limits), how invoices will be submitted, and payment timeframes.
Cancellation policy
How much notice is required to cancel a support, and whether a cancellation fee applies.
Notice period for ending the agreement
How much notice either party must give to end the service agreement.
Responsibilities of both parties
What the provider will do, and what is expected of you as the participant.
Complaint and feedback process
How to raise concerns or make a complaint about the supports being delivered.
Privacy and confidentiality
How your personal information will be handled and protected.
If a provider gives you a service agreement that is missing any of these elements, ask them to include it before you sign.
Your Rights as an NDIS Participant
As an NDIS participant, you have important rights when it comes to service agreements and provider relationships:
- You have the right to choose your own providers
- You have the right to negotiate the terms of a service agreement before signing
- You have the right to a copy of your signed service agreement
- You have the right to end a service agreement and change providers
- You have the right to make a complaint if a provider is not meeting their obligations
- You have the right to be treated with dignity and respect at all times
- You have the right to access an advocate if you need support
If you feel your rights are not being respected, contact the NDIS Quality and Safeguards Commission on 1800 035 544 or visit ndiscommission.gov.au .
Cancellation Policies
Under the NDIS Pricing Arrangements, providers can charge a cancellation fee if you cancel a support with insufficient notice. The standard notice requirements are:
Most supports
2 clear business days notice required to avoid a cancellation fee. If you cancel with less notice, the provider may charge up to 100% of the agreed support price.
Some specialist supports
5 clear business days notice may be required for some specialist disability accommodation or high-intensity supports. Check your service agreement.
Reasonable excuses
If you cancel due to a genuine emergency or illness, a reasonable provider should waive the cancellation fee. This should be discussed with your provider directly.
Important: Cancellation fees are paid from your NDIS budget — they reduce the funding available for your other supports. Always give as much notice as possible when cancelling a support.
Ending or Changing a Service Agreement
You have the right to end a service agreement and change providers at any time. Here's how to do it smoothly:
- Check your service agreement for the required notice period (usually 2–4 weeks)
- Notify your provider in writing — keep a copy for your records
- Ask your provider to reduce or remove any service bookings in the myplace portal
- Ensure all outstanding invoices are submitted and paid before ending the agreement
- If you are switching plan managers, notify both your old and new plan manager
Thinking about switching plan managers? Read our guide to switching plan managers →
Sign Up with Clear Sky Plan Management
Ready to get started? Complete the form below to register with Clear Sky Plan Management. We'll take care of your invoices, track your budgets, and send you monthly statements — at no cost to you.
Clear Sky Plan Management — Sign Up
Please complete the form below to get started with Clear Sky Plan Management.
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Having trouble with the form? Contact us or call 0431 244 227
NDIS Service Agreement Support — Gold Coast & Queensland
Clear Sky Plan Management supports NDIS participants on the Gold Coast, in Brisbane, on the Sunshine Coast, and across Queensland. When you register with us, we review your service agreements, check that provider pricing aligns with the NDIS Price Guide, and flag anything that looks off — before it becomes a problem.
Plan management is funded separately in your NDIS plan — it costs you nothing. Register with Clear Sky today.
Frequently Asked Questions
More questions? Visit our FAQ page or contact our team.
