If you’re on an NDIS plan, service agreements play a big role in how your supports are delivered, managed, and paid for. For most participants, managing service agreements isn’t something you’re expected to do alone. That’s where your Plan Manager and Support Coordinator come in. Together, they help set up your services, make sure everything aligns with your funding, and keep things running smoothly behind the scenes. So you can focus on reaching your goals.
In this blog, you’ll find out how Plan Managers and Support Coordinators each contribute to the service agreement process, how they work together, and how they support you to stay in control of your NDIS plan.
What Is an NDIS Service Agreement?
An NDIS service agreement is a written document that sets out the terms between you and your service provider. It clearly explains what services you’ll receive, how and when they’ll be delivered. The agreeement outlines what your services will cost (usually following the NDIS Price Guide), and how any changes or cancellations will work. And, it also states each person’s responsibilities and what to do if something goes wrong or needs to be resolved.
While the NDIS doesn’t legally require service agreements, most Plan Managers and Support Coordinators strongly recommend them. Having an agreement in place helps protect your rights, sets clear expectations, and ensures everyone’s on the same page from the start.
Who Handles Service Agreements in the NDIS?
There’s no one-size-fits-all answer, but in most cases, the responsibility is shared between the participant, their Support Coordinator, and their Plan Manager.
Here’s how that usually works:
How Support Coordinators Manage Service Agreements
Support Coordinators focus on setting you up with the right supports. When it comes to service agreements, their role includes:
1. Sourcing and Connecting Providers
Your Support Coordinator helps you find suitable providers that align with your goals, needs, and budget. They ensure the provider can deliver the agreed service within your NDIS plan funding.
2. Facilitating the Agreement
Once you’ve chosen a provider, your Support Coordinator helps initiate and facilitate the service agreement. They ensure:
- The provider clearly outlines the services and costs
- The agreement follows NDIS pricing and guidelines
- You understand your rights and responsibilities before signing
3. Ensuring the Agreement Reflects Your Plan Goals
Support Coordinators check that the services in the agreement align with the goals and outcomes in your NDIS plan. They also make sure the service isn’t duplicating other funded supports.
4. Maintaining Oversight
Throughout the life of the agreement, your Support Coordinator monitors service delivery. If things change or issues arise, they can help you revise or cancel the agreement, and ensure you’re not being overcharged or under-supported.
How Plan Managers Handle Service Agreements
Plan Managers focus on the financial and administrative side of your plan. Their role in managing service agreements includes:
1. Reviewing and Approving Agreements
While Plan Managers don’t set up agreements, they review them to ensure they align with your funding. They check:
- Correct support items and hourly rates
- Sufficient funding availability
- Invoice instructions and payment terms
2. Setting Up the Provider in the Payment System
Once the agreement is in place, your Plan Manager adds the provider to their system to begin processing invoices. They verify the agreement details and ensure the provider is registered (if required).
3. Processing Invoices
When a provider sends an invoice, your Plan Manager:
- Checks it against the service agreement
- Ensures it matches the NDIS Price Guide
- Confirms there’s enough budget in your plan
- Pays the invoice promptly
4. Alerting You to Budget Issues
If the agreement uses up your budget too quickly, or isn’t being delivered as expected, your Plan Manager will flag it with you and your Support Coordinator so you can reassess.
What Happens If There’s No NDIS Service Agreement?
You can receive NDIS services without a formal service agreement, but doing so adds a level of risk. Without anything in writing, there’s nothing to refer back to if something goes wrong. And, misunderstandings can be harder to resolve. Payment delays or disputes may also pop up more often, and Plan Managers might not be able to process invoices as smoothly (or at all) if key details are missing. That’s why both Plan Managers and Support Coordinators usually recommend having a service agreement in place with each provider. It helps protect your funding, your choices, and your ability to stay in control of your supports.
Tips for Participants: How to Stay Involved
Even though your support team will handle most of the logistics, you stay in control. Here’s how you can stay engaged:
- Ask questions before signing: Make sure you understand the agreement
- Review your budget regularly: Stay informed about how your funds are tracking
- Speak up if something’s not right: You can change or end an agreement anytime
- Work with your team: Communicate with your Support Coordinator and Plan Manager to make sure your services keep meeting your needs
Teamwork Makes Your NDIS Plan Work
Managing service agreements under the NDIS can feel like a lot, but when your Plan Manager and Support Coordinator work together, the process becomes smoother, clearer, and more empowering for you.
Plan Managers keep your funding on track. Support Coordinators help you connect with the right people. And together, they protect your plan, your goals, and your peace of mind.
Need Help Managing Your Service Agreements?
At Achora, our Plan Management and Support Coordination teams work closely together to ensure your service agreements are clear, accurate, and aligned with your goals. We help you set up agreements with the right providers, monitor service delivery, and make sure everything stays on track. So your funding works exactly the way it should.
With us by your side, you stay in control while we take care of the details.
Contact us today to get started or book a free NDIS plan check-in.