Service agreements and getting them signed

This guide is for a support worker. An agreement records the actual supports, prices and terms you agree with the participant. Both required signatures must be recorded before it becomes active.

Before you start

The participant must have accepted your invitation. Have the support description, support code, rate, agreement dates, payment method, responsibilities and cancellation terms ready.

Ask the participant to check their plan dates and funded categories. They may also need to add a missing NDIS number or date of birth in Settings, then My details. See Reviewing and signing an agreement.

Prepare and sign on the web

1. Select Agreements, then Start an agreement.
2. Under Parties and term, choose the participant and dates.
3. Under Supports and price, search for each NDIS support code, add its agreed rate per unit and choose the relevant Participant goals. Include each applicable day variant. These are the participant’s confirmed goals; their exact wording is copied into the agreement.
4. Choose Plan managed or Self managed under Payment method. Complete any self-managed declaration the form asks for.
5. Review and edit What you will do and What the participant will do.
6. Leave the cancellation fee choice unticked for no fee. If you choose eligible fees, enter the notice days, maximum percentage and start date, then read and confirm the charging conditions.
7. Review and edit How feedback works and How disagreements are handled.
8. Read Review and sign. Type your full legal name exactly as your account records it.
9. Select Send for signing. Wait for the result, then open the saved agreement and check its signatures and status.

The participant's reading view uses the saved agreement terms. Check those terms together if they differ from what you discussed. Do not rely on older screenshots showing fixed wording.

On the native phone app

The first-run guide offers Set up [participant]'s agreement after the invitation is accepted. Complete the listed sections: dates, support, code, rate, payment method, responsibilities, cancellation, feedback and the terms shown. Choose the relevant confirmed Participant goals. You do not need to see the full plan. Goals are optional; if none appear, ask the participant to add or confirm them in Plan → Your goals, then select Refresh goals. Enter your own full legal name to sign, then use Send to [participant] when the required sections are complete.

Check the resulting state and pull to refresh while waiting. Your signature belongs to you; this flow has no control that signs for the participant. When the agreement is confirmed active, Book a shift becomes available. Not now leaves the guided step so you can return later.

Goals from the participant’s plan

Participants can add their own goals without uploading a plan or entering funding details. After they accept your invitation, their confirmed goals are available to choose in the agreement editor. Unconfirmed imported goals are not offered.

Choose the goals your support will help with. You cannot rewrite their wording in the agreement. If a goal changes or is archived before you send, refresh and choose the current goals again. A signed agreement keeps its original wording; use a variation and both signatures to change it. A new variation or resumed draft asks you to choose current goals again.

What happens next

The agreement appears in the participant's account for review. A notification request does not confirm email delivery. They confirm the available GST statements and enter their own full name to sign.

Your list shows agreements waiting for signatures. Send a reminder is available when the current state allows it. When both signatures are recorded, check Active and Download signed PDF once the file is ready. The PDF is also available through documents.

A signed agreement is locked. Propose a variation creates a new proposed version for review and signing; it does not silently edit the active version.

If something goes wrong

• Plan confirmations are unavailable. The participant needs recorded plan dates and funded categories. See Your plan and budget.
• Participant details are missing. The participant or a permitted plan nominee can add missing NDIS number and date of birth in My details. Saved values need support to correct them.
• Sending or signing was not confirmed. Check Agreements before trying again. A saved draft is not a sent agreement.
• An unfinished draft remains. Open it and use the offered resume, signature or discard controls. Do not assume a failed send deleted it.
• Cancellation values were refused. Read the error and Technical detail; correct the values before sending.

Next: Shifts. More help: Getting help.

Multiple supports, rates and invoice contacts

Search the catalogue by code or description and add every agreed support, including each weekday, Saturday, Sunday and public holiday variant. Domestic cleaning and other all-day supports keep the same code across days. Choose an agreed rate per catalogue unit; published maximum prices are a reference and you can agree less. Add travel separately using its own code and unit. Review prices each 1 July and whenever NDIA changes its schedule. Use a signed variation to change agreed prices; earlier invoices keep their saved prices.

For plan-managed participants, open their Invoice contact tab and save the plan manager’s organisation and invoice email for that participant. Participants using the same manager can have different invoice addresses.

Cancellation fees are optional. Leave the fee choice unticked for no fee. If you charge, the current NDIS eligibility conditions still apply, including the alternative billable work test.

Eligible NDIS supports are GST-free when invoiced to a participant or plan manager. GST-free income still counts toward the GST registration turnover threshold. Check the actual supply and agreement conditions; counselling or other sales need their own tax treatment.