• Claire’s story

    Claire sets up new Service Agreements with her existing clients, as well as three new clients who found her through local advertising. Claire’s really excited about the new opportunities, but as it takes her a little while to get used to making bookings using the myplace Provider Portal, she finds she is getting behind with paperwork.

    Claire decides to employ a uni student, Dave, who is after some part time work. Once Dave gets the hang of things, he is able to check out the online Provider Toolkit for any problems he comes across. The ‘Hot Topics’ and 'Frequently Asked Questions' sections often come in handy.  Claire really notices the benefits of having additional support with her NDIS work and feels that employing Dave is money well spent.

    illustration of a 2 people at a desk
  • Clive's story

    Clive gets a call from Mohammed, an NDIS participant who would like to have his apartment cleaned. Clive is excited to hear that Mohammed found him through his online ad. 

    Clive realises that the process will be different to what he’s used to. Normally an office manager will call or email to lock in a regular time cleaning time. He doesn’t usually have direct contact with clients as he typically cleans after hours. 

    Clive meets Mohammed at his home and they work together to make a Service Agreement that outlines when and how regularly he will clean, as well as how much he will get paid. Clive finds it useful to meet with Mohammed and he likes meeting his client in person.

    Mohammed sets up their first Service Booking on the myplace Provider Portal, and Clive accepts it online before commencing the cleaning work.

    illustration of two people shaking hands
  • Maraya's story

    Maraya sets up a time with her finance and administrative teams to go through some of the Step by Step Guides on the Provider Toolkit to make sure everyone is familiar with the myplace Provider Portal. She knows that this is where they will need to make (and amend) Service Bookings as well as lodge their payment requests.

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This section covers:

Completion time: 15 minutes

Establish a Service Agreement

What is a Service Agreement? A Service Agreement is a consumer contract between you the provider and the participant about the services you will provide.
It is a legal contract.
What should be in a service agreement? Things you can put in your Service Agreement include:
  • The supports provided the cost of supports

  • How, when and where your supports will be provided

  • How long you need the supports to be provided

  • When and how your Service Agreement will be reviewed

  • How any issues will be dealt with

  • Your responsibilities under the Service Agreement—such as letting your provider know if you cannot make an appointment

  • Your provider’s responsibilities under the Service Agreement—such as working with you to deliver your supports in the right way

  • How you or your provider may change or end the Service Agreement.

Why should my business create service agreements with my customers? A Service Agreement will help to ensure that the participant and provider have an agreed set of expectations of what supports will be delivered and how they will be delivered.

Terminate services appropriately

    1. Service Agreements must include a time frame for the notice of
        termination of services by the provider.


    2. The minimum allowable notice period is 14 days.



    3. This allows the participant, nominee or the NDIA enough time 
        to transition.


Proactively manage actual and perceived conflicts of interest

     You must have processes to manage, document and report
     conflicts of interest as they arise.


     You must develop and maintain policies that promote and
     support participant choice and control.


     You must not accept any offer of money, gifts, services or
     benefits that would cause them to not act interests of the

     You must have no financial or other personal interest that
     could influence or compromise the choice of provider or
     support to a participant.


Ensure you comply with pricing and payment requirements

  • adhere to the NDIA Price Guide
  • declare relevant prices to participants before delivering a service
  • submit a claim for payment within a reasonable time (no later than 60 days from the end of the Service Booking)
  • add charges to the cost of support such as credit card surcharges or any additional fees
  • make a payment request before the support has been delivered
  • charge cancellation fees except when specifically provided for in the NDIA Price Guide

Ensure your records are accurate and complete

Financial records and accounts are to be retained by Registered Providers for a period of no less than 5 years from the date of issue. These include:
  • retaining evidence of support type and quantity of support provided

  • retaining evidence of quotes if appropriate

  • establishing, where appropriate, a Service Agreement with the participant

Ensure your Service Bookings are managed correctly

It is critical that Service Bookings are managed correctly.

1. Establishing a Service Booking
Service Bookings must be approved by both you and participant

2. Not quarantining funds
Service Bookings should be made for appropriate durations that both the participant and provider agree to

3. Cancelling a Service Booking
May be cancelled with 14 days’ notice, however in many cases a longer notice period should be given

4. Processing payment requests
Must be within 60 days of end of Service Booking