5 Things to Include in Your Service Agreement

Sunday, 30th July 2023

3 min read

5 Things to Include in Your Service Agreement

Making an NDIS Service Agreement is more than just a to-do item, it's a careful task that needs thought and precision. It's about creating a clear, safe, and fair agreement for everyone involved. The agreement should be easy to understand 9remember your working with people with a disability and cover five main parts;

  • the responsibilities and roles of everyone involved
  • what services are included
  • the goals of the Participant
  • when and where the services will happen
  • and how payments will be handled.

1. Rights & responsibilities

Firstly, it is important to clearly articulate the rights and responsibilities of both the Participant and the service provider. This section should have comprehensive information regarding Participant rights, privacy and confidentiality measures, complaint procedures, and any other relevant obligations or expectations. By specifically outlining these aspects, everyone involved can have a clear understanding of their rights, fostering a transparent and fair working relationship.

2. Scope of services

Secondly, the service agreement should define the scope of services to be provided. This involves outlining the specific types of assistance and support that will be delivered to the Participant. By clearly identifying the scope, Participants can have a better understanding of what services they can expect to receive, ensuring their needs are met adequately.

Tip: A copy of the service agreement should always be given to the Participant in case they need to refer to it in the future. Providing the Participant with the service agreement also ensures transparency over the support being provided.

3. Participant goals

The agreement should incorporate the goals of the Participant, as well as how the services provided will contribute to achieving them. It's crucial to align the services with the Participant's individual needs and aspirations, promoting person-centred care. By setting clear goals and objectives, Participants can track their progress and ensure that the services received are helping them work towards their desired outcomes.

4. Delivery schedule

Additionally, the service delivery schedule should be specified within the agreement. This section should outline the frequency, duration, and location of the services. By clearly stating the expected dates and times of service delivery, Participants can effectively plan their schedules and be prepared for their support sessions. This information also provides a basis for accountability and ensures that the services are delivered as agreed upon.

5. Payment terms

Furthermore, the payment terms should be clearly stated in the service agreement. This includes the agreed-upon payment terms, including the rate or pricing structure, invoicing and payment schedule, and any additional fees or charges. In conclusion, when developing a service agreement, it is essential to include key elements that ensure clarity and protection for all parties involved. By incorporating sections on rights and responsibilities, the scope of services, goals and objectives, service delivery schedule, payment terms, and dispute resolution, the service agreement can provide a comprehensive framework for a successful and mutually beneficial working relationship.

If you would like to find out more about NDIS Service Agreements, you can learn more about them in our NDIS Service Agreements (the fundaments) course found here. Gain a solid understanding of the fundamentals, including key components and best practices. As a bonus, you'll receive a free downloadable template - which you can edit and make your own!

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Jonathon Power

Jonathon is the Managing Director of a Disability Service Provider based in Lake Macquarie. Having grown up with parents who both have a disability, Jonathon is passionate about inclusion and accessibility. Jonathon has a keen interest in helping businesses to streamline their processes whilst using technology to innovate.