An NDIS physiotherapy service agreement should clearly explain the supports you and the provider have agreed on, how they will be delivered, what they cost and what happens if circumstances change. Before signing, check that the language is understandable, the fees and cancellation terms are specific, and the agreement reflects your goals and preferences. You can ask questions, request changes and seek help to understand it.
This guide is for NDIS participants, families, carers, support coordinators and plan managers reviewing a physiotherapy agreement in Sydney. It provides general information, not legal or financial advice. The agreement should be tailored to the participant and the provider rather than copied without discussion.
What is an NDIS physiotherapy service agreement?
A service agreement is an agreement between a participant and a provider. It is different from the participant’s NDIS plan, a service booking or a clinical treatment plan. The NDIS explains that it records what the parties have agreed about the supports, including how they will be provided, their costs, important dates and each party’s responsibilities.
Current NDIS guidance says a service agreement is mandatory for Specialist Disability Accommodation. For other supports, it is not generally mandatory, although the NDIA recommends creating one when starting with a new provider or when needs change. A participant and provider do not have to use the NDIA template, but any agreement should be clear, accessible and suited to their circumstances.
The NDIA and NDIS Quality and Safeguards Commission are not parties to the agreement, do not keep a copy and do not enforce its terms. Participants and providers are responsible for making and keeping the agreement. Providers also cannot use an agreement to avoid responsibilities under the NDIS Code of Conduct or Australian Consumer Law.
NDIS physiotherapy service agreement checklist
Use this checklist as a conversation guide. Not every agreement will look the same, but each item should be clear enough that the participant knows what to expect.
1. Participant, provider and representative details
Check names, contact information and any authorised representative details. The agreement should reflect how the participant prefers to communicate and who may receive information. If a family member, nominee, support coordinator or plan manager is involved, their role should not be assumed; confirm what the participant has authorised.
2. The physiotherapy supports being provided
Look for a plain-language description of the service. It may describe assessment, home or community appointments, telehealth where suitable, an individual program, education or agreed reporting. The description should connect with the participant’s needs and goals without guaranteeing a clinical result.
Clarify where appointments may occur, their expected duration and frequency, and whether the arrangement covers a set period or is ongoing with reviews. CEO Therapy’s NDIS physiotherapy page explains its mobile, community and telehealth service options across Western and South West Sydney.
3. Prices, travel and other charges
The agreement should state the support item or description, quantity or hours, unit price and total cost where these are known. It should also explain any travel, non-labour travel, report-writing, cancellation or other fees that may apply. Ask for an example if the way a charge is calculated is unclear.
Do not rely on a verbal estimate when the written terms say something different. Plan managers and self-managing participants may also want to check that invoice descriptions contain enough information for their records. Funding in a plan does not automatically mean every proposed service or charge is claimable; the participant remains responsible for using funds according to their plan and current rules.
4. Cancellations and missed appointments
Check how much notice is required, how to cancel, when a fee may be charged and whether there are exceptions. The terms should be easy to find, not hidden in unrelated text. Ask what happens if the provider cancels, arrives late or cannot attend because of travel, illness or an emergency.
5. Consent, privacy and information sharing
The participant should understand what information is collected, why it is needed, how it is stored and who it may be shared with. A service agreement should not be treated as blanket permission to share every detail. Consent for communication with a support coordinator, plan manager, family member or another clinician should be clear and can be discussed separately when appropriate.
6. Reports and communication
If progress reports, recommendations or case discussions may be required, clarify how they are requested, who receives them, what they may cost and the expected timeframe. Agree on the best way to raise a question between appointments and what to do if there is a significant change in mobility or health.
7. Reviews, changes and ending the agreement
Look for the start date, review date and any end date. The agreement should explain how either party can request changes, how much notice is needed to end services and what happens to future bookings. Ask how the agreement will be updated if goals, funding, location, availability or support needs change.
Questions to ask before agreeing
- Can you explain each fee, including travel, reports and cancellations?
- Which supports are included, and which require separate agreement?
- How will appointments be scheduled, changed or cancelled?
- Who can receive clinical or billing information, and what consent is required?
- How are goals and progress reviewed?
- What happens if the participant’s needs, plan or location changes?
- How can the participant make a complaint or end the agreement?
- Can the agreement be provided in Easy Read, another language or a preferred accessible format?
If you are still choosing a provider, the guide on how to choose an NDIS physiotherapist in Sydney offers additional questions about qualifications, goals, service fit and communication.
Making the agreement accessible and person-centred
The participant should have time to read and understand the agreement before deciding. They can ask for plain language, a preferred format, an interpreter or support from someone they trust. Understanding is more important than signing quickly.
The agreement should reflect choice and control. A representative or support person can help explain information, but the participant’s preferences should remain central wherever possible. If a term feels one-sided, unclear or unrelated to the service, ask why it is included and request a change. Independent legal or advocacy advice may be appropriate for concerns about contractual rights.
How the service agreement relates to clinical care
A service agreement sets expectations for working together; it does not replace an individual physiotherapy assessment or treatment plan. Clinical recommendations may change after assessment or review. The participant can ask how each proposed activity relates to their goals, what alternatives exist and how progress will be monitored.
For an overview of the assessment process, read what to expect at a first NDIS physiotherapy home visit. The participant may pause, ask questions or decline an activity during an appointment, regardless of having signed an agreement.
Discussing services with CEO Therapy
CEO Therapy provides mobile NDIS physiotherapy across Western and South West Sydney, with telehealth available where clinically suitable. Service availability, fees and arrangements should be confirmed for the participant’s circumstances before appointments begin.
To discuss whether the service may be suitable, use the enquiry form and include the participant’s suburb, preferred appointment type and main goals. An initial conversation can clarify next steps without promising funding approval or a particular clinical outcome.