Service agreements help set clear expectations, ensure transparency and protect both NDIS providers and participants.
With recent changes to the NDIS and a stronger focus on compliance, it’s more important than ever to ensure your service agreements are clear, comprehensive and up-to-date.
If you’re a sole trader or small provider, now is a great time to review your service agreements and check they’re still fit for purpose.
Matching funding availability in participant plans.
Since 19 May 2025, all new and reassessed NDIS Plans include funding periods. Instead of receiving all funds upfront, participants now have funding released in stages across the life of the plan.
Service agreements need to reflect plan start and end dates, how often supports are delivered and the amount available in each funding period. This helps ensure services continue without interruption and reduces issues when claiming payments.
Why funding periods matter for providers.
Funding periods directly affect when services can be delivered and how claims are processed.
Claims are matched to the date a service is delivered, not the date an invoice is submitted. If supports delivered exceed the amount allocated to the funding period, claims may be rejected.
For a full recap, see our previous story Funding periods in new plans.
Work with your clients to get it right.
A good service agreement is a shared understanding between you and the participant. A flexible, well-structured agreement can help avoid confusion and supports continuity of care.
- Map out the supports the participant would like you to deliver across the plan period
- Make sure timing and frequency match funding availability
- Check-in regularly to see how the participant is going with their supports and if they’re staying on track with their funding
- Include flexible terms so supports can be adjusted if the participant’s goals or support needs change.
Common errors in service agreements.
We often see small issues that can delay funding checks or payments. Common errors include:
- Incorrect plan dates. Make sure service dates match the participant’s current plan
- Lack of detail: Include cancellation policies and the full scope of services
- Missing information such as:
- Participant name and NDIS number
- Type of service
- Line item codes (or a clear service description)
- Service dates (either specific dates or a date range that matches the plan)
- Hourly rates and any agreed travel costs
- Total hours and cost.
Think of this as part of your regular service agreement health check. Spotting and fixing small issues early can help prevent delays and keep everything running smoothly.
Signed by both parties.
A signed service agreement confirms both parties understand and agree to the supports being delivered.
- For privacy reasons, Leap in! can’t confirm funding or check funding periods without a signed copy
- It shows the participant has agreed to the supports, timing and cost
- It helps prevent misunderstandings and provides a record if questions arise later.
Plan extensions and reassessments.
Changes to a participant’s NDIS Plan can affect whether a service agreement is still valid.
- Plan extensions occur when a plan reaches its reassessment date, but a new one hasn’t been finalised or when a participant’s needs have not significantly changed. The NDIA extends the existing plan, usually for up to 12 months, with the same funding and supports. If nothing else changes, you may only need to update the service agreement dates.
- Plan reassessments often lead to a new plan with updated supports or budgets. If this happens, you may need to update or replace the service agreement.
Entering into service agreements.
Service agreements must be set up directly between you and the participant or their nominee.
As a plan manager, Leap in! acts as a financial intermediary. That means we process claims and make payments for approved supports but we can’t create or sign service agreements on behalf of a participant.
Confirming funding availability.
We may not be able to confirm a service agreement if:
- It hasn’t been signed
- Key information is missing
- Services are excluded or not funded in the relevant budget
- There isn’t enough funding available.
If this happens, we’ll notify the provider and suggest they speak with the participant. We’ll also contact the participant directly with more detail.
Have questions?
We’re here to help.
Call us on 1300 05 78 78, email us at [email protected] or chat with us online at www.leapin.com.au.
