Service Agreement: why use them?

When an NDIS participant comes onboard with One Central Health as a client, we’ll provide them with a Service Agreement.

Some clients become confused as to what a Service Agreement is, why we use them and what’s the point of having one?

In this article, we’ll delve into the uses and benefits of signing an Agreement and the reasons why we use them too.

What is a Service Agreement?

Unsurprisingly, a Service Agreement is a written agreement between us and you about which services we’ll be providing and how we will be providing them.

Our Agreements outline the particular funding arrangements that we’ve agreed upon with you. This includes the specific services. It also includes what those services entails.

For example, it might also include non-face-to-face items as well such as report writing or liaising with your child’s school teacher.

A service agreement is an agreement between you and your provider that makes it clear to what you have both agreed to. It is covered by Australian Consumer Law.

Each Agreement lasts for a specific period of time. After this term, the Agreement will either roll over or be amended.

It’s important to note that while the Service Agreement is an official document, there are no lock in clauses. You can contact our friendly team to amend your Agreement whenever you want. This ensures you have complete choice and control.

Why is a Service Agreement important?

A Service Agreement is important as it ensures that you receive the services you want at an agreed cost and at the frequency you consent to.


As part of our commitment to client-centric and ethical service delivery, it’s important to us to make sure our clients know what services they have agreed to.

With a Service Agreement, we ensure that everything from the types of therapy and support provided to the allocation of funding is outlined clearly.

Services infograph depicting psychology, speech pathology, occupational therapy, dietetics, behaviour therapy and paediatric services


We even indicate whether you are self-managed, Plan Managed or Agency-managed, so we know how to invoice you (or not invoice you as the case may be).


It’s not always obvious what support or services can be billed. A Service Agreement lays all that out clearly, so you always know ahead of time.


We also outline our responsibilities as a service provider. This includes our commitment to quality, best practice therapy, confidentiality policies and a whole lot more.

There are also responsibilities that apply to you. These include working cooperatively with us and ensuring your invoices are paid.

The NDIA recommends having a written service agreement so participants and providers are clear about what each party has agreed to. For example, what supports will be delivered and how they will be delivered.


Policies might not sound exciting. But they are important.

In our Agreement you’ll find information related to a range of policies we strictly abide by. This includes:

  • How we withdraw support
  • How and when we change our pricing
  • How we conduct service reviews and agreement addendums
  • How to provide feedback
  • How our cancellation, fee and privacy policy work
  • How travel for services works

Choice and Control

We’re steadfastly committed to ensuring you remain in control and exercise choice over your services and your funding.

With a Service Agreement, we can make sure that you understand and agree to the support that One Central Health is providing. If at any time you wish to change your Service Agreement, all you need to do is contact us.

We also have Easy Read Service Agreements to ensure accessibility and understanding for all clients.

Dignity and Rights

More broadly, our Service Agreements ensure your dignity and rights are upheld at all times. The document also refers to our full list of policies, found here, which outlines all the ways in which we adhere to your rights as an individual.

One Central Health – all your support in one, central place

For more information, visit the NDIS website.

If you’d like to find out more about arranging support, therapy and a Service Agreement, make sure to give us a call on (08) 9344 1318.

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