What must be in a participant's service agreement?
The agreement is developed with the participant and its conditions are explained in a way they understand. Signed copies are held for both parties, and where a copy is not on file the record states why none was given. The supports to be provided during an emergency or disaster are documented too.
Answered from the held text of NDIS Practice Standards core-20.1. The clause behind it is cited below, and the requirement page carries the evidence an assessor asks for.
What the clause behind this answer says
core-20.1 Service agreements: developed with the participant, with conditions explained
The provider develops a service agreement together with each participant that sets expectations, explains the supports to be delivered and states any conditions attached to delivery, including the reasons for those conditions.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
core-20.3 Service agreements: signed copies or a record of why none was given
Where a service agreement is in writing, each participant receives a copy signed by both the participant and the provider; where that is not practicable or the participant chooses not to have an agreement, the provider records the circumstances.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
core-20.5 Service agreements: supports to be provided in an emergency or disaster
Service agreements set out how supports will be provided if an emergency or disaster occurs. SDA providers should also meet the Part 8 SDA outcomes.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
What evidence answers it
- Signed service agreements in a sample of participant files
- Service agreement template showing supports, conditions and reasons
- Meeting notes from the agreement discussion
What assessors commonly find
- Conditions such as cancellation rules imposed without explanation
- Agreement lists supports not matching those actually delivered
The reviewer opens with
Show me signed service agreements in a sample of participant files, and tell me who owns it and when it was last reviewed.
Read your own text against these clauses
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Where to go next
- core-20.1 Service agreements: developed with the participant, with conditions explained
- core-20.3 Service agreements: signed copies or a record of why none was given
- core-20.5 Service agreements: supports to be provided in an emergency or disaster
- NDIS Practice Standards, every requirement
- Every question asked on this site
- The requirement data as JSON, free