1) Services to be provided
The core of establishing a clear NDIS service agreement is the detailed description of the services that will be delivered. This section of the service agreement should clearly outline:
- The types of services provided, such as therapy, support work, or equipment supply.
- How these services align with the participant’s NDIS plan.
- Specific details on how the services will be delivered (e.g., in-person, online).
This clarity helps ensure that participants receive the appropriate support as per their needs and that providers understand their obligations.
Including a breakdown of services also allows for easier monitoring and assessment of service delivery over time. Service descriptions should be customised to reflect the participant’s needs and preferences, ensuring alignment with their NDIS plan objectives and desired outcomes.
2) Frequency and duration of services
A concise statement on the frequency and duration of services helps set expectations for both the participant and provider. This section should cover:
- The regularity of services (e.g., weekly, monthly).
- The duration of each session or service.
- Any variations in the schedule, such as breaks during public holidays.
Having these details in writing ensures that the participant knows what to expect and allows providers to plan their resources effectively.
Specifying the timing helps both parties plan and ensures services are delivered consistently and without disruption. This helps maintain consistent service delivery and manage time effectively.
3) Costs associated with services
Understanding the costs associated with services is crucial for managing an NDIS budget. Transparent pricing fosters trust and ensures that participants are fully informed about their financial commitments from the outset. This section should include:
- Hourly rates or session fees.
- Any additional costs such as travel fees, equipment hire, or resources.
- Costs of materials supplied as part of the service
- Information on how and when payments should be made.
Provider pricing must follow NDIS Price Arrangements.
4) Cancellation policy
A well-defined cancellation policy is important to manage service disruptions fairly. This policy should cover:
- Both parties are required to have notice periods for cancellations.
- Fees applicable for late cancellations or no-shows.
- Steps to reschedule missed appointments.
This element protects the provider’s time and resources while ensuring participants know their obligations. A clear cancellation policy supports better service management and minimises financial losses due to unexpected cancellations.
5) Dispute resolution process
Disputes can arise in any agreement, and having a process in place to handle them is critical. Including a clear process helps resolve conflicts promptly, preventing minor issues from escalating into larger disputes. This section should detail:
- How disputes will be raised (e.g., in writing, through a meeting).
- The steps both parties should take to resolve disputes amicably.
- Available escalation pathways, such as involving a mediator or the NDIS Quality and Safeguards Commission.
An effective dispute resolution process ensures that issues can be handled efficiently, maintaining a positive working relationship between the participant and provider.
6) Responsibilities of both parties
Outlining the responsibilities of each party helps ensure that everyone understands their role in the service delivery. This section also reinforces mutual ownership, ensuring the provider and participant are committed to fulfilling their roles effectively. Responsibilities may include:
- The participant’s role, such as attending scheduled services and providing accurate information.
- The provider’s role, such as delivering agreed services professionally and maintaining clear communication.
- Compliance with all relevant NDIS and consumer laws.
Clearly defined responsibilities help prevent conflicts and foster accountability, contributing to a smooth and efficient service experience.
Ensure you comply with Australian Consumer Law
NDIS service agreements must comply with Australian Consumer Law. This means:
- Services must be provided with due care and skill.
- Agreements must not include unfair terms.
- Participants have the right to remedies if services are not delivered as agreed.
Ensuring compliance with ACL and aligning with the regulations set out by the Australian Competition and Consumer Commission ensures participants are protected and also upholds the provider’s reputation.
Providing great NDIS services is easy with CTARS
Creating a comprehensive NDIS service agreement is essential for clear communication and service delivery.
A key component of delivering exceptional NDIS services is having a reliable client management software that supports effective service delivery and compliance.
CTARS offers an effective client management solution for NDIS providers, streamlining the management of service agreements, monitoring compliance, and enhancing communication for a smoother, more efficient support experience that prioritises participant outcomes.
