Finding a disability provider who appears suitable is an important step. But before supports begin, there is another document worth understanding carefully: your service agreement. If you live locally, it’s essential to understand the details of your NDIS service agreement Manor Lakes to ensure your supports are the right fit.

A service agreement sets out what you and your provider have agreed about your NDIS supports. Current National Disability Insurance Scheme guidance says it can cover the supports being delivered, how they will be provided, what they cost, how the provider will be paid and how arrangements can be changed.

For participants and families in Manor Lakes, Wyndham Vale, Werribee, Hoppers Crossing, Tarneit and surrounding Melbourne western suburbs, taking a little time to understand this document can help avoid confusion later.

Here are nine things worth checking before you agree to ongoing supports.

1. Is the Support Clearly Described?

Start with the most basic question:

What exactly are you agreeing to receive?

A service agreement should not leave you guessing.

Current NDIS guidance says a good agreement should identify the NDIS supports being provided and explain how, when and where those supports will be delivered.

For example, if you are engaging a provider for a particular disability support, the agreement should make it reasonably clear what the provider has agreed to deliver.

This matters because participants and providers can otherwise have different expectations.

The participant may think one activity is included while the provider believes something different was agreed.

Clear arrangements at the beginning can reduce those misunderstandings.

2. Do You Understand the Price?

Never be embarrassed to ask what a support costs.

Before agreeing to services, understand the price you will be charged and whether other allowable costs could apply.

Current NDIS guidance says service agreements can specify the price of supports, costs of materials or products, provider travel, other fees or charges, GST where applicable and how the provider will be paid.

There has also been an important recent pricing update.

The 2026–27 NDIS pricing schedule took effect on 1 July 2026. It sets out what the NDIA considers appropriate maximum prices for relevant NDIS supports. The NDIA says providers must discuss proposed changes to existing service agreements with participants and participants must agree before those pricing changes are made.

That makes pricing a conversation—not something participants should discover only after receiving an invoice.

3. Check for Travel and Other Charges

A support’s hourly price may not tell you the complete potential cost.

Depending on the support and applicable NDIS rules, there may be permitted charges relating to provider travel or other claim types.

The current 2026–27 NDIS Support Catalogue includes guidance covering matters such as travel, cancellations and non-face-to-face supports.

Your service agreement should make relevant costs understandable before supports begin.

Ask:

Could I be charged for provider travel?

Under what circumstances?

Are there other fees connected with this service?

How will I know the total likely cost?

For someone in Manor Lakes receiving services from a provider operating across Melbourne’s west, understanding travel arrangements can be particularly important.

4. Understand the Cancellation Policy

Life happens.

You might become unwell, have an appointment changed or need to cancel support unexpectedly.

Your agreement should explain the provider’s cancellation policy and the circumstances in which a cancellation charge may apply.

The NDIS specifically identifies cancellation policies as something a good service agreement should cover.

Do not wait until you have to cancel an appointment to discover the rules.

Ask the provider to explain the policy in practical terms.

For example:

How much notice do I need to give?

How should I cancel?

When can a cancellation be charged to my plan?

Understanding the process protects both participant and provider expectations.

5. Check How Changes Will Be Made

Your needs may not stay exactly the same.

You might develop new goals, change your routine, receive a new NDIS plan or decide that the existing support arrangement needs adjusting.

Your agreement should explain how changes are handled.

Current NDIA guidance explicitly says participants can suggest changes to service agreements so that the arrangements better suit their needs.

A provider having a standard agreement does not mean you cannot ask questions about it.

The NDIA recommends reading the agreement carefully before signing and discussing proposed changes where appropriate.

6. Know How to End the Agreement

This is particularly important.

Participant choice does not disappear once you sign a service agreement.

The NDIS says changing providers is a normal part of the Scheme and participants can switch providers. However, your existing agreement may specify how much notice you need to give.

Before signing, therefore, check:

How long does the agreement run?

What notice is required if I want to leave?

How do I formally give notice?

Are there outstanding commitments that need to be resolved?

Knowing this from the beginning makes changing arrangements much easier if your circumstances later change.

7. Understand Your Responsibilities—and the Provider’s

A service agreement is not only a description of what the provider will do.

It can also document responsibilities on both sides.

Current NDIS guidance says a good agreement can explain the rules the provider needs to follow, the participant’s responsibilities and what either party can do when responsibilities are not being met.

These expectations should be reasonable and understandable.

If you are uncertain about something you are being asked to agree to, ask for an explanation before signing.

8. Check What Happens If Something Goes Wrong

Good provider relationships depend on communication.

But disagreements can occur.

A useful agreement should explain what to do if you are unhappy with a service, how to raise concerns and where you can go if the issue cannot be resolved directly.

Current NDIS guidance specifically identifies complaints and dispute arrangements as information that can be included in a service agreement.

You should feel able to provide feedback without worrying that doing so will negatively affect your supports.

9. Make Sure You Actually Understand the Agreement

Perhaps the most important point is also the simplest.

Do not sign something you do not understand.

Current NDIA guidance says providers should support participants to understand their service agreements. Participants can ask for the agreement to use a language, communication method and terms they understand. Family members, friends, Support Coordinators or recovery coaches may also assist.

This is particularly relevant across culturally diverse communities in Wyndham and Melbourne’s west.

Understanding an agreement is more important than simply completing paperwork quickly.

Are NDIS Service Agreements Compulsory?

Not generally.

Current NDIA guidance says participants do not have to create a service agreement in most circumstances, although the NDIA recommends them because they help participants and providers establish shared expectations.

There are specific circumstances where written agreements are required—for example, particular supported independent living arrangements have additional requirements.

For many everyday provider relationships, however, the practical value of an agreement is clarity.

It gives both parties something to refer back to if there is later disagreement about what was arranged.

Should You Sign a New Agreement When Your NDIS Plan Changes?

It is worth reviewing your arrangements.

Current NDIA guidance says creating new service agreements when you receive a new plan is a good idea because your supports, goals or provider arrangements may have changed.

Similarly, if you start receiving new NDIS supports from a regular provider, you may need a new agreement.

Do not assume that an old agreement automatically reflects a new plan.

Choosing a Provider Around Manor Lakes

A service agreement is important, but it cannot tell you everything about whether a provider is suitable.

Before engaging a provider, consider how well they understand your goals, how they communicate, whether the relevant service matches your needs and whether you feel comfortable asking questions.

The NDIA recommends meeting prospective providers before commencing supports and discussing the supports, costs, payment arrangements and how agreements can be changed.

For participants around Manor Lakes and Wyndham Vale, being local can be useful—but suitability should come before postcode.

For Support Coordinators and Referral Partners

Support Coordinators and other referral partners can help participants understand agreements without taking away their choice.

Before referring a participant, it may be useful to encourage them to clarify pricing, travel, cancellation arrangements, the support being delivered and how the agreement can be ended.

This is particularly helpful for someone engaging a provider for the first time.

The objective is not simply to get the paperwork signed.

It is to establish a support arrangement the participant understands.

Talk to BHA Disability Services

If you are an NDIS participant, family member, carer, Support Coordinator or referral partner seeking disability support in Manor Lakes or Melbourne’s western suburbs, BHA Disability Services welcomes enquiries.

Tell us about the participant’s goals, the support being sought and the relevant NDIS funding arrangements.

Before commencing any applicable BHA service, ask us the questions that matter to you. Understanding how support arrangements work is an important part of making an informed provider choice.

Frequently Asked Questions

What should an NDIS service agreement contain?

A good agreement may cover the supports being provided, when and where they are delivered, prices, payment arrangements, travel or other relevant costs, cancellation policies, responsibilities, complaints and how the agreement can be changed or ended.

Do I have to accept a provider’s standard agreement?

You can ask questions and suggest changes before signing. Current NDIS guidance says participants should read their agreement carefully and may propose changes to better suit their needs.

Can an NDIS provider increase its price without telling me?

For the current 2026–27 pricing changes, the NDIA says providers must discuss proposed changes to existing service agreements with participants, and participants must agree before the changes are made.

Can my provider charge travel?

Some NDIS support arrangements allow relevant provider travel claims. Whether this applies depends on the support and current pricing rules. Your service agreement should clearly identify applicable travel costs.

Can I change NDIS providers after signing an agreement?

Yes. Changing providers is normal, but you should check your existing service agreement because it may specify a notice period or other arrangements for ending services.

Should I get a new agreement when I receive a new NDIS plan?

The NDIA recommends considering new service agreements when you receive a new plan because your goals, supports or provider arrangements may have changed.

For the latest official guidance, see the NDIS guide to service agreements and the 2026–27 NDIS pricing arrangements.