Free NDIS Physiotherapy Service Agreement template

NDIS Physiotherapy Service Agreement

Template · Made under the National Disability Insurance Scheme · Effective [date]

This Service Agreement is made between [your practice name] (ABN [your ABN]) ("the provider", "we", "us") and the participant named below ("the participant", "you"). It sets out the physiotherapy supports we will provide under your NDIS plan, what they cost, and what each of us agrees to.

You can contact us about this agreement or your supports at any time: [your name], [your email], [your phone].

Fill in: Before signing, complete this agreement for the individual participant: their details, the Schedule of Supports (hours, rates and funding periods), the notice periods and rates you actually use, and your complaint contact. Delete anything that does not apply. Check every price and support item number against the current NDIS Pricing Schedule and Support Catalogue - the figures in this template are the national limits from the NDIS Pricing Schedule 2026-27 (effective 1 July 2026) for a physiotherapist.

1. Participant details

Participant name: ________________

Date of birth: ________________

NDIS number: ________________

Address: ________________

Phone / email: ________________

Representative or guardian (if applicable): ________________

Representative contact: ________________

NDIS plan start date: ________________

NDIS plan end date: ________________

If the NDIS plan is automatically extended, the extended plan end date applies to this agreement.

2. How the plan is managed

Tick one. This decides how we claim payment (see section 9).

☐ Self-managed - we invoice you directly

☐ Plan-managed - we invoice your plan manager

☐ NDIA-managed (agency-managed) - we claim from the NDIA

Plan manager name and organisation (if plan-managed): ________________

Plan manager email for invoices: ________________

3. Agreement dates and review

Agreement start date: ________________

Agreement end date: ________________

Review frequency (e.g. every 6 months, or at plan reassessment): ________________

We will review this agreement and the Schedule of Supports with you at least as often as stated above, whenever your needs or goals change materially, and at the start of each new NDIS plan.

4. What we agree to do

• Provide the physiotherapy supports in the Schedule of Supports in a safe, respectful and professional way that suits your needs and goals
• Work with you to schedule supports at times and places that suit you, and give you as much notice as we can (at least 24 hours wherever possible) if we need to change an appointment
• Consult you on decisions about how your supports are provided, and review them regularly with you
• Communicate openly, honestly and in a timely way, and explain things clearly
• Support you to understand this agreement and your supports using the language, format and communication method that works best for you
• Protect your privacy and confidential information (see section 12)
• Keep accurate records of the supports provided, and issue clear, regular invoices and statements
• Deliver supports consistent with all relevant law and standards, including the NDIS Act 2013, the NDIS Code of Conduct, the NDIS Practice Standards (where registered), the Australian Consumer Law, and the AHPRA registration standards and codes that apply to our practitioners
• Hold appropriate insurance, including professional indemnity and public liability cover
• Tell you how to give feedback or make a complaint, and take any complaint seriously (see section 11)

5. What you agree to do

• Give us accurate, up-to-date information relevant to your therapy, and tell us if anything changes - including your contact details, health, home environment or support needs
• Tell us how you would like your supports delivered
• Treat our staff with courtesy and respect, and provide a safe environment for home visits (for example a smoke-free space during the visit, and pets secured if we ask)
• Tell us about anything that could pose a safety risk to our staff
• Keep an eye on your NDIS budget and tell us if you think funding for the agreed supports may run short
• Tell us immediately if your NDIS plan is suspended, varied, replaced by a new plan, or you stop being an NDIS participant
• Give us the notice described in section 10 if you need to cancel or change an appointment, and the notice in section 15 if you want to end this agreement
• Pay properly payable invoices in line with section 9

6. The supports we may provide

Depending on your goals and the Schedule of Supports, our physiotherapy services may include:

• Initial and review physiotherapy assessments, including mobility, strength, balance and functional movement
• Face-to-face therapy sessions at home, in the community, in clinic, in a hydrotherapy setting or via telehealth
• Individually tailored exercise programs, and reviews as your needs change
• Prescription of mobility aids and equipment, including trials and sourcing of quotes
• Training for family, carers or support workers in safe transfers, positioning and exercise programs
• Report writing, including NDIA-requested reports and progress reports
• Liaison with your support coordinator, plan manager, GP, equipment suppliers and other members of your care team

Some supports include non-face-to-face work that is necessary and directly related to delivering your specific supports - for example participant-specific resources, clinically necessary liaison with your care team, or report writing. We only charge for non-face-to-face time where the NDIS claiming rules allow it for that support item, the work is specific to you, and we have explained it and agreed it with you in advance. We never charge your NDIS funding for our general administration - things like preparing this agreement, bookings, submitting claims or routine plan monitoring are our overheads, and clinical notes are not charged separately just because they are written after a session.

7. Schedule of Supports

Fill in: Complete the hours and totals for this participant, and delete any rows you will not use. The rates shown are the national limits in the NDIS Pricing Schedule 2026-27 - if you charge less than the limit, put your actual rate here. From 1 July 2026 each therapy discipline has separate line items for cancellation, non-face-to-face, provider travel and NDIA-requested reports, plus a telehealth claim type - confirm the exact support item numbers in the current NDIS Support Catalogue before invoicing.

Total support fee for this agreement: ________________

Additional hours beyond this schedule may be recommended after assessment. We will discuss any change with you and agree an amended Schedule of Supports in writing before delivering it. The dedicated NDIA-requested reports item is only used where the NDIA has actually requested the report, the claiming rules permit it, and you have agreed to the charge in advance.

8. Fees, pricing and GST

• All fees are at or below the limits in the current NDIS Pricing Schedule. Price limits are maximums set by the NDIA - our rates are agreed with you, not set by the NDIA
• If the NDIS changes its price limits, we may propose a matching change to the rates in your Schedule of Supports. We will discuss the proposed change with you and get your agreement (which can be recorded in writing, including electronically) before any new rate applies - a whole new Service Agreement is not needed just because a rate changes. If you do not agree, the existing rates continue unless this agreement is varied or ended under section 15
• Most NDIS supports, including these therapy supports, are GST-free where the requirements of the GST law are met. Where GST applies, prices are inclusive of GST
• Any expense not listed in the Schedule of Supports is not covered by this agreement, and any separate private-pay arrangement must be expressly agreed with you in writing before the relevant support is provided

For the purposes of section 38-38 of the A New Tax System (Goods and Services Tax) Act 1999, the parties agree that the supports supplied under this agreement are reasonable and necessary supports specified in the statement of supports in the participant’s NDIS plan.

If NDIS funding is not available for a support, we will discuss your options with you before delivering further supports. You are responsible for paying for supports you agreed to receive if your funding does not cover them - but not where the shortfall was caused by our own claiming error or by us charging outside the NDIS pricing rules, and we will never add a gap fee on top of an NDIS-funded support.

Provider travel: we may charge for travel to deliver your supports only where the NDIS claiming rules allow it for the support item, the support is delivered face-to-face, and we have explained the travel charges and agreed them with you in advance. Travel time (labour) is limited to 30 minutes each way in MMM 1-3 areas and 60 minutes each way in MMM 4-5 areas, charged at no more than 50% of the hourly rate for the support (up to $92.00/hr for a physiotherapist in 2026-27). Vehicle running costs (non-labour) are claimed separately at the per-kilometre rate in the Schedule of Supports, along with actual costs such as parking, tolls or public transport. When we see more than one participant on the same trip, travel is apportioned between participants as agreed in advance, and travel always appears separately from therapy time on invoices.

9. Funding periods and payments

NDIS plans may be divided into funding periods that control when parts of your funding become available. Funding availability is set by your NDIS plan, not by this agreement.

• Unspent funding in one funding period generally rolls over to the next funding period within the same plan, but does not carry into a new plan, and funding in a future period cannot usually be brought forward. Unused hours in the Schedule of Supports are not reserved to us - we will talk with you about whether and how to reschedule any remaining supports
• Before scheduling and claiming supports, we will take reasonable steps, using the information available to us, to confirm there is enough funding in the relevant funding period and support category
• If the available funding runs out, NDIS-funded services may need to pause until the next funding period begins or the plan changes. We will talk this through with you first and consider your safety and continuity of care
• If more supports are needed than this agreement covers, we will provide an amended Schedule of Supports for your approval before delivering them

How we claim payment depends on how your plan is managed:

• NDIA-managed: we claim payment for delivered supports directly from the NDIA
• Plan-managed: we send invoices to your nominated plan manager for processing; payment timing depends on the plan manager’s claiming and payment process and the availability of funding
• Self-managed: we invoice you directly; payment is due within 7 days, and you claim reimbursement from the NDIA

If a properly payable invoice is overdue, we will first contact whoever is responsible for payment and make reasonable attempts to resolve it. We may pause non-urgent services after giving reasonable notice if payment remains outstanding - but not where the delay is a genuine billing dispute, or a plan manager or NDIA delay outside your control, and we will always consider health, safety and continuity risks before pausing anything. If you believe a charge is wrong, tell us as soon as possible - ideally within 7 days of the invoice date - and we will work through it with you. That timeframe does not limit any rights or remedies you have under the Australian Consumer Law or other applicable law.

10. Cancellations and missed appointments

Therapy appointments reserve your clinician’s time. In line with the NDIS claiming rules, a short-notice cancellation is when you cancel with less than 2 clear business days’ notice, you are not there when we arrive, or you do not attend.

• Cancelling with 2 clear business days’ notice or more: no fee
• Short-notice cancellation or non-attendance: we may charge up to 100% of the agreed fee for the session - but only where this agreement and the NDIS claiming rules allow the claim, we could not find other billable work for your clinician, and (unless we are a sole trader or partnership) we are required to pay the clinician for that time. We may waive or reduce a cancellation charge depending on the circumstances
• If we are already travelling to you when you cancel, travel costs actually incurred may also be charged, where the NDIS travel and cancellation rules allow it and the travel charges were agreed with you in advance
• If we need to cancel or reschedule, we will give you as much notice as possible and offer a replacement time

Fill in: You may choose a softer policy (for example 50% for short-notice cancellations, or waiving the fee with a medical certificate) - if so, write your policy here. Whatever you charge must be provided for in this agreement, and cannot exceed what the NDIS claiming rules allow.

If cancellations happen often, we will talk with you about whether the current schedule of supports still suits your circumstances.

11. Feedback and complaints

We welcome feedback, and you can raise a concern or complaint at any time. You will not be disadvantaged, threatened or treated adversely because you make a complaint, and making a complaint does not stop supports being changed or ended for a separate lawful reason under this agreement. You can raise it with your treating clinician, or contact:

Complaints contact (name, phone, email): [your name], [your phone], [your email]

You can make a complaint anonymously, and you have the right to have an advocate, family member or friend support you at any time. If you are not satisfied with how we handle it, or you would rather speak to someone independent, you can contact:

• The NDIS Quality and Safeguards Commission - 1800 035 544, ndiscommission.gov.au. You can complain to the Commission at any time, about any NDIS provider, and you can do so anonymously.
• AHPRA (concerns about a registered physiotherapist) - 1300 419 495, ahpra.gov.au.
• Your state or territory health complaints body (for example the HCCC in NSW, or the Health Complaints Commissioner in your state).

12. Privacy and consent to share information

We collect personal information (which may include written, verbal, audio and visual information) so we can assess, plan and deliver quality therapy. We handle it in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and use it for purposes connected to your supports - including clinical records, reports, invoicing and coordinating your care - and for related lawful purposes such as complaints and incident management, quality and safety activities, audits, insurance and our record-keeping obligations. Our privacy policy ([link or location of your privacy policy]) explains how your information is stored and protected, how long we keep it, and how to access or correct it.

With your consent, we may share relevant information with people involved in your supports, such as:

• The NDIA and, where required, the NDIS Quality and Safeguards Commission
• Your plan manager and support coordinator
• Your GP, specialists and other allied health professionals
• Family members, carers or support workers you nominate
• Equipment suppliers, for quotes and prescriptions

Fill in: Go through this list with the participant and cross out anyone they do NOT consent to information being shared with. Add any other parties they nominate.

We may disclose information without consent only where the law requires or permits it - for example if there is a serious risk of harm to you or someone else, mandatory reporting obligations apply, or records are subpoenaed. Photographs or videos are only taken with your consent, and you can say no or withdraw consent at any time. You can ask to see and correct your information, and you can change or withdraw any consent whenever you like (this does not affect disclosures already lawfully made, or disclosures required or authorised by law).

As part of holding NDIS registration, we take part in independent quality audits from time to time. An auditor may ask to review participant records or to speak with you about your experience. You can opt out of audit participation by telling us.

13. Incidents and safety

If an incident happens in connection with your supports, we will take reasonable steps to keep you safe, respond to the incident, keep proper records, and tell you what happened and how it is being managed where appropriate. We notify the NDIS Quality and Safeguards Commission or other authorities where the law requires it. Raising an incident or safety concern will never lead to retaliation or disadvantage.

14. Emergencies and disruptions

If an emergency, disaster or other serious disruption affects our ability to deliver your supports, we will contact you using your preferred communication method and consider any risks to your health, safety and continuity of supports. Where appropriate and agreed with you, we may offer reasonable alternatives such as telehealth, rescheduling or another suitable clinician. This service is not an emergency medical service - always call 000 in an emergency.

Participant-specific emergency or continuity arrangements (if any): ________________

15. Changing or ending this agreement

• Changes to this agreement or the Schedule of Supports will be agreed between us in writing
• You may end this agreement by giving us 14 days’ written notice
• We may end this agreement by giving you at least 14 days’ written notice where there is a fair and lawful reason - for example, we can no longer safely or competently provide the supports you need, properly payable invoices remain unpaid after reasonable attempts to resolve them, or the service relationship has become unworkable. We will never end this agreement because you made a complaint, or solely because you made an informed choice involving risk in your own life
• Either of us may end the agreement without the usual notice if a serious breach or a genuine risk to health or safety makes that reasonably necessary
• If this agreement ends, we will consider continuity risks and support a respectful transition, including sharing relevant information with your new provider if you consent

Nothing in this agreement excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including your rights under the Australian Consumer Law.

16. Decision-making, children and consent

We presume every adult participant can make their own decisions unless the law provides otherwise. You are welcome to use a supporter, advocate, interpreter or family member to help you understand information, communicate your preferences and make decisions, and we will involve you in decisions as far as possible.

Where another person is authorised to make particular decisions for you - such as a guardian or an NDIS nominee - we will confirm what that person is actually authorised to decide. Being appointed a nominee or supporter does not by itself give someone authority over every healthcare or contractual decision.

For a participant under 18, consent and decision-making follow the law, the young person’s age and capacity, and the authority of the parent, guardian or other authorised person - and we will involve the young person in decisions to the extent appropriate to their age, maturity and communication needs. If a parent, guardian or support person needs to attend or be available during appointments (for consent, safeguarding, clinical or venue reasons), we will explain that requirement and agree it with you in advance. If a session cannot go ahead because an agreed supervision arrangement was not in place, a cancellation fee applies only under the rules in section 10.

17. Signatures

By signing, both parties agree to the terms of this Service Agreement and the Schedule of Supports. We will support you to understand this agreement in the format and communication method that works best for you, give you time to consider it (including with a family member, supporter or advocate), and give you a copy of the completed agreement and any later changes to it.

This template is general information to help you prepare a service agreement, not legal advice. Check the current NDIS Pricing Schedule, Support Catalogue and NDIS claiming rules, and tailor every section to the individual participant before signing.