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NDIS Plan Service Agreement

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NDIS Plan - Service Agreement

NOTE: A Service Agreement can be made between a participant and a provider or a participant’s representative and a provider. A participant’s representative is someone close to the participant, such as a family member or friend or someone who manages the funding for supports under a participant’s NDIS plan.

PARTIES TO THE SERVICE AGREEMENT

This Service Agreement is for who is a participant in the National Disability Insurance Scheme (participant), and is made between:

(“the Participant”) who is supported by the Flagstaff Group Ltd (“Flagstaff”).

This Service Agreement will commence on for the period to

PURPOSE OF THE SERVICE AGREEMENT

This Service Agreement is made for the purpose of providing supports under the participant’s NDIS plan.

A copy of the participant’s NDIS plan is attached to this Service Agreement:

The parties agree that this Service Agreement is made in the context of the NDIS, which is a scheme that aims to:

✓ support the independence and social and economic participation of people with disability, and

✓ enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

THE PARTIES ALSO AGREE THAT:

✓ Employment and/or delivery of services can only be offered and/or maintained where there is sufficient funding in the Participant’s NDIS plan relevant to the support requested or provided.

SCHEDULE OF SUPPORTS FOR ‘EMPLOYMENT’ & ‘TRANSPORT’

Flagstaff agrees to provide the indicated service/supports for the durations indicated:

Supported employment administrative start-up fee paid, paid once only when a Participant starts with an ADE

Duration of Delivery:

Cost of Service Delivery: $ (one off fee at commencement of Supported Employment)

Provision of Level One ongoing on-the-job support to enable a participant to maintain/retain supported employment

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Provision of Level Two ongoing on-the-job support to enable a participant to maintain/retain supported employment

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Provision of Level Three ongoing on-the-job support to enable a participant to maintain/retain supported employment

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Provision of Level Four ongoing on-the-job support to enable a participant to maintain/retain supported employment

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Time limited on-the-job training & post placement support related to participant’s disability that enables them to adjust & manage demands of the job & workplace environment, & to assist employers to successfully manage the participant's placement.

Duration of Delivery:

Cost of Service Delivery: $ per

In a group setting, build capacity by providing skills training such as transport, time/financial management, and self-care to support a participant to get a job post school.

Duration of Delivery: for the period of this Service Agreement.

Cost of Service Delivery: $ per

SCHEDULE OF SUPPORTS FOR ‘OTHER’

Flagstaff agrees to provide the participant the following supports for the durations indicated:

Support Item:

Support Item Reference Number:

Description of Support:

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Support Item:

Support Item Reference Number:

Description of Support:

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

Support Item:

Support Item Reference Number:

Description of Support:

Duration of Delivery:

or from to

Cost of Service Delivery: $ per

The above supports and their prices are set out in the attached Schedule of Supports. All prices are GST inclusive (if applicable) and include the cost of providing the supports. Additional expenses are the responsibility of the participant / participant’s representative and are not included in the cost of the supports.

SCHEDULE OF SUPPORTS FOR ‘TRANSPORT’

Transport required to get a person with disability to school/educational facility/employment/community when they are unable to travel by other means due to their disability

Flagstaff Bus:

Monday Am Pm    Tuesday Am Pm    Wednesday Am Pm    Thursday Am Pm    Friday Am Pm

Total weekly supports using the Flagstaff Bus is at a rate of $ per support/trip.

Other transport supports under this support item will be price negotiated in advance prior to the delivery of the Support.

For Transport Supports, my preferred method of payment is or

FLAGSTAFF’S RESPONSIBILITIES

Flagstaff agrees to:

✓ Review the provision of supports at least every months with the participant;

✓ Once agreed, provide supports that meet the participant’s needs at mutually agreed times;

✓ Communicate openly and honestly in a timely manner;

✓ Treat the participant and/or the participant’s representative with courtesy and respect;

✓ Consult the participant on decisions about how supports are provided;

✓ Give the participant information about managing any complaints or disagreements and details of the Flagstaff’s cancellation policy;

✓ Listen to the participant’s feedback and resolve problems quickly;

✓ Give the participant a minimum of 24 hours’ notice if Flagstaff has to change a scheduled appointment to provide supports;

✓ Give the participant the required notice if Flagstaff needs to end the Service Agreement;

✓ Protect the participant’s privacy and confidential information;

✓ Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law;

✓ Keep accurate records on the supports provided to the participant;

✓ The following responsibilities as discussed and agreed (leave blank if none):

RESPONSIBILITIES OF THE PARTICIPANT/PARTICIPANT’S REPRESENTATIVE

The participant/participant’s representative agrees to:

✓ Inform Flagstaff about how they wish the supports to be delivered to meet the participant’s needs

✓ Treat all Flagstaff staff & representatives with courtesy and respect

✓ Talk to Flagstaff if the participant has any concerns about the supports being provided

✓ Give Flagstaff a minimum of 24 hours’ notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, Flagstaff’s ‘NDIS Service Delivery Cancellation Policy’ will apply

✓ Give Flagstaff the required notice if the participant needs to end the Service Agreement;

✓ Let Flagstaff know immediately if the participant’s NDIS plan is suspended or replaced by a new NDIS plan or the participant stops being a participant in the NDIS.

✓ The following responsibilities as discussed and agreed (leave blank if none):

PAYMENTS

My NDIS Plan is Managed by:

(namely: )

You agree to pay the invoice within days by:

ENDING THIS SERVICE AGREEMENT

Should either party wish to end this Service Agreement they must provide a notice period of weeks.

FEEDBACK, COMPLAINTS AND DISPUTES

If you wish to give Flagstaff feedback, contact details can be entered below if required.

Contact name: Phone: Email:

AGREEMENT & CONTACT DETAILS

The signatures of the Parties below indicate that this Service Agreement has been read & understood.

Participant’s Agreement & Contact Details

Name:

Signature:

Date:

Phone [B/H]:

Phone [A/H]:

Mobile:

Email:

Address:

Participant’s Representative Agreement & Contact Details

Name:

Signature:

Date:

Phone [B/H]:

Phone [A/H]:

Mobile:

Email:

Address:

Plan Manager Representative Agreement & Contact Details

Name:

Signature:

Date:

Phone [B/H]:

Phone [A/H]:

Mobile:

Email:

Address:

Flagstaff Agreement & Contact Details

Name:

Signature:

Date:

Phone [B/H]: (02) 4272 0222

Email: NDIS@flagstaffgroup.com.au

Address: NDIS Engagement & Support Coordinator, C/- The Flagstaff Group, PO Box 6125, Wollongong NSW 2500

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What the NDIS Plan Service Agreement Covers

An NDIS Plan Service Agreement is a written contract between a participant (or their nominee) and a registered or non-registered provider describing the services, supports, responsibilities, schedule, and payment arrangements linked to an NDIS plan. It sets expectations for service delivery, clarifies how funded supports will be used, records mutual obligations, and helps support coordinators and plan managers confirm eligibilities and invoicing. This template focuses on common clauses, required data fields, and practical steps for completing and storing a compliant agreement.

Why a Clear Service Agreement Matters

A concise service agreement reduces disputes, clarifies funding use under an NDIS plan, and documents consent for supports. It provides a written basis for invoices, progress reporting, and plan reviews while protecting both participant rights and provider obligations.

Why a Clear Service Agreement Matters

Who Typically Prepares and Signs This Agreement

The agreement is completed jointly by the participant (or their nominee) and the service provider, often with input from support coordinators or plan managers.

  • Participant or nominee: Confirms supports, funding lines, and consent for service delivery and invoicing.
  • Provider or authorized representative: Specifies services, availability, cancellation policy, and invoicing terms.
  • Plan manager / support coordinator: Verifies funding categories and may manage payments or review invoices.

Keep an executed copy for plan reviews and invoicing; update the agreement when supports, hours, or funding arrangements change.

Essential Clauses to Include in the Agreement

A professional NDIS Plan Service Agreement should present clear sections for parties, scope of supports, scheduling, funding and invoicing, responsibilities, and termination to reduce ambiguity and support auditability.

Parties

Identify the participant, nominee (if any), and provider with full legal names, ABN (if applicable), and contact details to ensure contractual clarity and invoicing accuracy.

Scope of Supports

Describe funded supports precisely by support category, units/hours, location, and any exclusions so plan managers can match claims to the participant's approved NDIS plan.

Schedule

Specify start and end dates, session frequency, cancellation terms, and notice requirements to align service delivery with plan spending windows.

Pricing & Funding

State rates, whether items are NDIA-funded or participant-funded, invoicing intervals, payment methods, and any co-payments or gap fees.

Responsibilities

List obligations of both parties, including participant access requirements, provider qualifications, incident reporting, and confidentiality expectations.

Termination

Include termination notice periods, reasons for immediate termination, and post-termination obligations such as final invoicing and return of property.

Key Administrative and Security Details to Record

Participant ID: NDIS number or unique identifier
Provider ID: ABN and provider registration status
Contact Details: Full address, phone, email
Privacy Note: Consent for data handling
Billing Code: Service item and unit code
Signature Data: Signer name, date, method

Step-by-Step: Completing the Agreement

Follow these steps to complete and execute the agreement efficiently, whether on paper or using a compliant e-signature workflow.

  • 01
    1. Prepare: Fill party details and service descriptions.
  • 02
    2. Verify Funding: Confirm NDIS line items and plan dates.
  • 03
    3. Review Terms: Agree cancellation, notice, and privacy clauses.
  • 04
    4. Sign: Obtain signatures and save executed copies.

How to Set Up an Online Completion Workflow

A typical digital workflow reduces errors and centralizes executed agreements; map fields, set authentication, and preserve an audit trail.

Field Configuration
Upload Template Use PDF or DOCX as the base document.
Place Signature Add signature and date fields for each signer.
Set Authentication Choose email, SMS, or stronger methods.
Enable Audit Trail Capture timestamps, IPs, and actions.

Digital Signing and Technical Requirements

When using e-signatures, choose a platform that supports secure storage, audit trails, and the integrations you need for invoicing and records.

  • File Formats: PDF, DOCX, and form-friendly templates
  • Integrations: Salesforce, NetSuite, Microsoft 365, Google Workspace
  • Authentication: Email, SMS, or advanced verification

Ensure the provider can support data protection requirements; for health-related records, verify HIPAA-equivalent safeguards or contractual confidentiality terms where applicable.

Typical Execution Flow for an NDIS Service Agreement

This simple four-step flow describes how the agreement moves from draft to archived, with checks to reduce disputes.

  • Prepare agreement: Complete party, scope, and funding fields before review.
  • Send to signer: Distribute via email link or secure portal for signature.
  • Signer verifies: Authenticate identity and apply signature and dates.
  • Archive copy: Store executed PDF plus audit trail for records.

Typical Deadlines and Timing Considerations

Track key dates in the agreement to align invoicing, plan review, and termination obligations.

Effective Date:

Service start date in MM/DD/YYYY format.

Review Period:

Align with participant plan review window.

Invoicing Cycle:

State billing frequency and due dates.

Termination Notice:

Specify required days for notice to end services.

Document Retention:

Retain executed agreements per retention policy.

Common Pitfalls to Avoid

  • Unclear scope: Vague service descriptions lead to disputes and mismatched expectations between participant and provider.
  • Mismatched billing: Failing to align invoice item codes with approved plan categories triggers delays or rejected claims.
  • Missing signatures: Partial or unsigned agreements may invalidate claims and complicate plan manager approvals.
  • Insufficient privacy terms: Not documenting consent and data handling can expose providers to privacy complaints or contractual disputes.

Risks and Consequences of an Incorrect Agreement

Service Funding Loss: Claims may be denied
Contract Dispute: Leads to mediation or legal costs
Delayed Payments: Causes cashflow interruptions
Invalid Signature: May render document unenforceable
Privacy Breach: Exposure of personal information
Regulatory Scrutiny: Compliance reviews or audits

Downloads, Attachments, and Document Handling

Define how executed agreements and supporting material are exported, stored, and shared to ensure reproducibility for audits and plan reviews.

Export Formats

Provide executed copies in PDF/A and standard PDF. Include a separate machine-readable audit trail file when available for verification.

Signed Copies

Deliver the fully executed agreement to all parties and plan managers; store one master copy in a secure records system.

Attachments

Attach supporting documents such as qualifications, service schedules, or risk assessments as numbered exhibits to avoid confusion.

Version Control

Track amendments and maintain a change log that records who made changes and when each version became effective.

Practical Examples of How Agreements Are Used

Two brief scenarios illustrate common ways participants and providers apply the service agreement in practice.

Example: Community Access Support

A regional provider documents weekly community access hours and travel arrangements to claim NDIS-funded supports.

  • The contract lists per-session rates, cancellation terms, and invoicing cadence.
  • The executed agreement enables the plan manager to approve invoices quickly and provides a reference during plan reviews to confirm service delivery and hours.

Example: Capacity Building Service

A therapist and participant agree on individualized capacity building sessions with milestones and reporting requirements.

  • The agreement ties sessions to outcomes and reporting frequency.
  • Clear scope and measurable milestones make it easier to demonstrate progress at plan review and to justify continued funding for specific goal-related supports.

Practical Tips for Accurate and Efficient Completion

Adopt these best practices to reduce administrative friction, avoid rejected claims, and maintain clear records for audits.

Use consistent legal names
Always use full legal names and match them to the NDIS plan or government ID. Consistency prevents payment delays and identity disputes when plan managers verify claimants.
Document funding lines explicitly
List which supports are NDIA-funded and which are participant-funded. Explicit funding attribution avoids inadvertent misuse of plan funds and streamlines plan manager approvals.
Preserve the audit trail
Capture timestamps, signer IPs, and authentication method. An intact audit trail supports enforceability and demonstrates proper consent if questions arise.
Schedule regular reviews
Review agreements regularly or when plan goals change. Updating terms promptly ensures services remain aligned with approved supports and reduces scope disputes.

eSignature Pricing and Feature Comparison (signNow first)

A neutral comparison of common eSignature vendors and core criteria relevant to executing and managing service agreements; signNow is listed first per vendor-ordering rules.

signNow DocuSign Adobe Sign PandaDoc HelloSign
Starting Price $8/user/mo $15/user/mo $14/user/mo $19/user/mo $15/user/mo
Free Trial 7-day trial Varies Varies Varies Varies
Bulk Send Yes Yes Yes Yes No
Audit Trail Yes Yes Yes Yes Yes
HIPAA Compliant Yes Yes Yes No No
Envelope Cap No cap 100 envelopes/user/year Varies Varies Varies

Frequently Asked Questions and Troubleshooting

Answers to common execution, validity, and storage questions when using electronic or paper service agreements.


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