A service agreement records what you and a provider agree about your support. You can ask questions, take a copy away and involve someone you trust before deciding.
You don’t need to agree at the first meeting. Ask for information in a format you can use, including an explanation of any terms that are unclear.
Check what will be provided
Look for a description of the support, how often it will happen and where. Check whether the proposed hours and tasks match what you asked for.
Ask who your contact will be, how workers are proposed and what happens if a visit can’t go ahead. If there are particular safety or communication arrangements, discuss how they are recorded in your support plan.
Read the costs alongside the support
Check the rate, unit, quantity and frequency. Ask about worker travel, transport, public holidays and other possible charges separately.
An estimate doesn’t approve NDIS funding. The support must be claimable under your plan, with enough money available in the relevant budget and funding period.
The current NDIS pricing page links the applicable schedules. Ask which schedule and item your provider is using.
Understand changes and cancellations
Find the terms for changing a visit, cancelling at short notice or ending the agreement. There isn’t one cancellation window that applies to every NDIS support. The actual item, current claiming rules and agreement matter.
Ask how price changes will be discussed and agreed. Don’t assume an increase is automatic because a new schedule is published.
If you’re thinking about changing providers, check notice terms before cancelling existing support. A provider relationship recorded with the NDIA and a service agreement are separate things.
Keep a copy you can use
The NDIA generally recommends a written agreement and identifies SDA as requiring one. Its service agreement questions can help you prepare for the conversation.
Keep the final agreed version and any later changes. If something doesn’t match what you understood, ask for it to be clarified before support begins.
For a Vana Care enquiry, our full referral gathers support information and provides an indicative estimate. Our team still needs to review the details and confirm an agreement with you.
