47 Questions to Ask Before Signing an NDIS Service Agreement: The Complete Checklist for 2026

47 Questions to Ask Before Signing an NDIS Service Agreement: The Complete Checklist for 2026

Choosing an NDIS provider is one of the most important decisions you will make in your disability support journey. The service agreement you sign governs your daily care, your funding, your safety, and your independence. Yet most participants and families sign these agreements without asking enough questions.

This checklist gives you 47 specific questions to ask any NDIS provider before you commit. No other resource in Australia provides this level of detail. Whether you are a new participant, a family member researching providers, or a support coordinator helping someone choose, this guide ensures you leave no stone unturned.

Print this checklist. Take it to your initial consultation. Write down the answers. Compare providers side by side. The right provider will welcome these questions. The wrong one will avoid them.

Registration and Compliance Questions (Questions 1-8)

These questions verify that the provider is legitimate, audited, and accountable to the NDIS Commission. Never skip this section.

• Are you a registered NDIS provider with the NDIS Quality and Safeguards Commission?
• What is your NDIS provider registration number?
• Which NDIS registration groups are you registered for?
• When was your last NDIS audit, and were any non-compliance issues found?
• Are you registered to deliver the specific supports I need (e.g., high-intensity personal care, behaviour support, SIL)?
• Do you hold current public liability and professional indemnity insurance?
• Are all your support workers required to hold a current NDIS Worker Screening Check?
• Do you comply with the NDIS Practice Standards and Code of Conduct?

If a provider cannot answer questions 1 through 3 immediately and confidently, walk away. Verification takes 60 seconds on the NDIS Provider Register.

Pricing and Funding Questions (Questions 9-15)

These questions protect your NDIS budget and prevent unexpected costs.

• Do you charge in line with the NDIS Price Guide?
• Do you charge any fees above the NDIS Price Guide price limits?
• What is your hourly rate for weekday, evening, Saturday, Sunday, and public holiday support?
• Do you charge a separate travel fee, and how is it calculated?
• Do you charge for non-face-to-face time such as documentation or reporting?
• What is your cancellation policy, and what notice period is required?
• Will you provide a written fee schedule before I sign?

A transparent provider will hand you a fee schedule without hesitation. If pricing is vague or they say "it depends" without following up with specifics, that is a red flag.

Service Agreement Questions (Questions 16-21)

The service agreement is your legal contract. Read it carefully and ask these questions before signing.

• What is the minimum notice period to end the service agreement?
• Are there any exit fees or penalties for ending the agreement early?
• Is there a minimum commitment period (e.g., 3 months, 6 months)?
• Can I change my support worker without ending the agreement?
• How often will the service agreement be reviewed?
• Will you provide a plain-language summary of the agreement, not just the legal version?

You should never feel pressured to sign on the spot. Take the agreement home. Read it. Ask questions. A quality provider will encourage this.

Support Worker Matching Questions (Questions 22-28)

Your support worker is the person who will be in your home, assisting with personal care, and supporting your daily life. This matters enormously.

• How do you match support workers to participants?
• Can I meet my support worker before services begin?
• Can I request a different support worker if the first match is not right?
• Do you try to provide consistent support workers, or will I have different workers each shift?
• Can I request a support worker who speaks my language or understands my culture?
• What qualifications and training do your support workers have?
• Do your support workers receive regular training and supervision?

Consistency of support workers is one of the most common complaints participants have. Ask question 25 carefully. If a provider cannot guarantee a small, consistent team, this should influence your decision.

Safety and Quality Questions (Questions 29-35)

These questions protect your physical and emotional safety.

• What is your process for handling incidents and emergencies?
• Do you have a documented incident management procedure?
• How will you communicate with my family or emergency contacts if something goes wrong?
• What training do your workers receive in manual handling, infection control, and first aid?
• Do you conduct regular safety reviews of service delivery?
• How do you ensure participant privacy and confidentiality?
• What is your policy on restrictive practices, and are you authorised to use them?

Providers who are vague about incident management or restrictive practices should be avoided. Quality providers have clear, documented procedures and will explain them in plain language.

Communication and Responsiveness Questions (Questions 36-40)

Poor communication is the number one reason participants switch providers. Ask these questions early.

• Who will be my main point of contact, and what are their working hours?
• What is your typical response time for phone calls and emails?
• Do you have an after-hours or emergency contact number?
• How will you communicate with me about schedule changes or worker replacements?
• Do you use any app or portal where I can see my schedule and invoices?

If a provider does not offer a dedicated contact person or cannot commit to a response time, expect frustration. The best providers assign you a coordinator who knows your plan and preferences.

Participant Rights and Complaints Questions (Questions 41-44)

These questions test the provider's commitment to transparency and accountability.

• What is your complaints process, and how do I make a complaint?
• Have you had any complaints escalated to the NDIS Commission, and what was the outcome?
• What are my rights as a participant under your service agreement?
• Will you provide me with a copy of your complaints policy and participant handbook?

A provider that is transparent about complaints is a provider you can trust. One that deflects or minimises this question is a provider that may hide problems.

Plan Review and Goals Questions (Questions 45-47)

These questions ensure the provider will support your long-term NDIS journey, not just deliver shifts.

• Will you provide reports and evidence for my NDIS plan review?
• How do you help me track progress toward my NDIS goals?
• Will you attend my plan review meeting if needed?

A provider who actively supports your plan review is invested in your outcomes. One who sees their role as simply filling shifts is not.

How to Use This Checklist

Step 1: Shortlist Three Providers

Use the NDIS Provider Register, Google searches, and recommendations to create a shortlist of three providers who service your suburb and offer the supports you need.

Step 2: Schedule Initial Consultations

Contact each provider and request a free initial consultation. Tell them you have a list of questions. The right provider will welcome this.

Step 3: Ask All 47 Questions

Print this checklist. Take notes during each consultation. Write down the provider's exact answers. If they cannot answer a question, note that too.

Step 4: Compare Answers Side by Side

Create a simple spreadsheet or table. Compare answers across all three providers. Look for patterns — which provider gave specific, confident answers, and which one was vague or evasive?

Step 5: Check References and Reviews

Before making your final decision:

• Read Google reviews from current and past participants
• Ask the provider for references from existing participants
• Search the NDIS Commission website for any compliance actions
• Check the provider's website for transparency and professionalism

Step 6: Review the Service Agreement Carefully

Once you have chosen a provider, read the service agreement line by line. Make sure the answers you received during the consultation are reflected in the written agreement. If something is missing, ask for it to be added before you sign.

Red Flags to Watch For

Green Flags: Signs of a Quality Provider

Why This Checklist Matters

The NDIS is built on choice and control. But choice without information is not real choice. Many participants sign service agreements without understanding what they are agreeing to, then discover months later that their provider charges hidden fees, changes workers constantly, or has no process for handling complaints.

This 47-question checklist exists because the standard advice — "ask about registration and pricing" — is not enough. Participants need to know about worker matching, incident management, communication protocols, plan review support, and exit terms before they sign, not after.

If you are a support coordinator, print this checklist and give it to every participant you are helping to choose a provider. If you are a family member, take this to every provider consultation. If you are a participant, use this to advocate for yourself.

How Livara Care Answers These Questions

At Livara Care, we welcome every question on this checklist. Here is a summary of how we answer the key ones:

• We are a registered NDIS provider (Provider Number 405 352 2740)
• All pricing aligns with the NDIS Price Guide — no hidden fees
• We provide written fee schedules before signing
• We match support workers based on personality, skills, language, and cultural background
• Participants can meet their support worker before services begin
• We provide consistent, small support teams
• We offer multilingual support in Arabic, Hindi, Punjabi, Mandarin, Vietnamese, Korean, and Tamil
• Every support worker holds a current NDIS Worker Screening Check and First Aid certificate
• We have a documented incident management and complaints process
• We provide reports and evidence for plan reviews
• We serve Western Sydney, The Hills District, Blacktown, Parramatta, Liverpool, Penrith, and surrounding areas
• We respond to enquiries within 2 hours during business hours
• We offer free consultations with no obligation to sign

Conclusion

Signing an NDIS service agreement without asking the right questions is like buying a house without an inspection. The problems only surface after you have committed.

Use this 47-question checklist at every provider consultation. Compare answers. Trust your instincts. A provider that welcomes thorough questioning is a provider that respects your choice and control. A provider that resists or deflects is a provider that may not have your best interests at heart.

Your NDIS plan is designed to give you the supports you need to live independently and achieve your goals. The right provider will help you do that. The wrong one will make it harder. These 47 questions help you tell the difference.

If you are in Sydney or Western Sydney and want a provider that welcomes your questions, contact Livara Care. We will answer every one of these 47 questions in person, provide written documentation, and help you make the right decision — even if that decision is not us.