FOI 24/25-1459 Disclosure Log
DOCUMENT 5
Discuss service agreements SGP KP Publishing
Exported on 2025-03-12 22:24:22
Page 73 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
Table of Contents
1 Recent updates …………………………………………………………………………………………………….. 4
2 Before you start …………………………………………………………………………………………………….. 5
3 Explain service agreements …………………………………………………………………………………… 6
4 Discuss the benefits of service agreements …………………………………………………………… 7
5 Discuss service quality and complaints …………………………………………………………………. 8
6 Direct the participant to further information …………………………………………………………… 9
7 Next steps …………………………………………………………………………………………………………… 10
Table of Contents – 2 Page 74 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
This article provides guidance for a planner delegate, participant support officer, local area coordinator or early childhood partner to: explain service agreements discuss the benefit of service agreements discuss service quality and complaints direct the participant to further information.
Recent updates – 3 Page 75 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
1 Recent updates
6 May 2024
Updated guidance to include an extra benefit for participants when they make service agreements with their providers. The service agreement may help the participant plan and maintain control over their plan amount.
Recent updates – 4 Page 76 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
2 Before you start
You have read and understood: Our Guideline – Your plan (external) article Understand implementation meetings article Connect with providers.
Before you start – 5 Page 77 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
3 Explain service agreements
Once the participant has chosen their providers, they need to agree on the supports they will receive. We recommend the participant make service agreements with their providers. Talk to the participant about service agreements. In your conversation explain how: the NDIA is not a party to service agreements both the participant and the provider must agree to the service agreement service agreements do not need to be in writing. Note: Specialist disability accommodation supports do require a written service agreement providers may use their own standard service agreement or participants can create their own service agreement participants can negotiate on the support they need and how it will be provided in the service agreements with registered and unregistered providers.
Service agreements can include: the amount of supports provided how and when the provider delivers the supports responsibilities and obligations of the participant and the provider terms and conditions for services how long the service agreement will go for how the provider and the participant will discuss progress and give progress reports to the NDIA the costs for the service notice periods and fair cancellation arrangements how to resolve problems that arise what to do if the participant has a complaint about the service.
Explain service agreements – 6 Page 78 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
4 Discuss the benefits of service agreements
Talk with the participant about the benefits of service agreements, including how they: make it clear what the participant and the provider have agreed to clarify the support the provider will supply set out expectations of how and when the provider delivers supports to the participant are fair, balanced and easy to understand benefit both participants and providers are covered by Australian consumer law help participants organise their supports over the life of their plan and maintain control over their plan amount.
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FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
5 Discuss service quality and complaints
Talk with the participant about minimum standards of service quality. Support them to feel empowered to know how to make a complaint, if needed. A good service agreement does not guarantee quality of service.
The NDIS Quality and Safeguards Commission (external) protects the rights of an NDIS participant. The NDIS Quality and Safeguards Commission’s Participant Information Pack (external) explains: the participant’s rights the role of the Commission how to choose quality and safe supports how to make a complaint.
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FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
6 Direct the participant to further information
Talk with the participant about where to go for more information on service agreements. For example: Our Guideline – Your plan (external) Making a service agreement (external).
Direct the participant to further information – 9 Page 81 of 101
FOI 24/25-1459 DisclosureSGPLogKP Publishing – Discuss service agreements
7 Next steps
Talk to the participant about fund management. For more information go to article Discuss fund management.
Next steps – 10 Page 82 of 101