Signing a service agreement with an NDIS provider is a commitment. Not a permanent one — you can change providers — but a decision that affects your daily support. Asking the right questions before you sign helps you find a provider who will actually deliver what you need.
This article gives you ten specific questions worth asking, why each matters, and what red flags to watch for in the answers.
Why asking questions before signing matters
A service agreement is legally binding. It lays out what you'll receive, what it will cost, how it can be cancelled, and what each party's obligations are. Many participants sign without reading carefully. Standard practice — but easy to regret.
Once you've signed, the provider's incentive is to keep you. Their motivation to address concerns drops. Your leverage shrinks. The questions you ask before signing have power that questions asked afterwards don't.
A provider's responses to these questions also tell you a lot about how they operate. Direct, honest answers signal a provider who's confident in what they offer. Vague, defensive, or dismissive answers signal one who may not be.
Question 1: What hourly rates will I be charged?
Confirm the specific rates that will apply to your services — not just the categories. Make sure they're at or below NDIS price limits. Get them in writing.
Why it matters: Some providers charge below NDIS limits, some at the limit. None should charge above. If a provider can't or won't tell you specific rates, that's a problem.
Red flag: Vague answers like "we charge competitive rates" without specifics.
Question 2: How is travel time charged?
NDIS allows providers to claim some travel time as part of supports. The rules are technical and providers handle this differently. Some bundle travel into shifts. Some claim it separately. Some don't claim travel at all. Understand which.
Why it matters: Travel time can add up — especially in regional Queensland where workers may travel 30–60 minutes to reach you. Knowing how it's charged affects your budget.
Red flag: Inability to explain how travel works, or evasiveness about charges that go beyond hourly support rates.
Question 3: What's your cancellation policy?
NDIS rules allow providers to claim full cost for shifts cancelled within 7 days. Some providers stick to that. Some try to charge for longer notice periods or additional cancellation fees. Understand what applies.
Why it matters: Life happens. You'll need to cancel sometimes. Knowing what triggers a charge prevents nasty surprises.
Red flag: Cancellation fees beyond the 7-day rule. Required notice periods longer than reasonable. Penalties for "too many" cancellations.
Question 4: Will I have the same worker each shift?
Worker continuity matters more than most people expect. Different worker every shift means re-explaining your routine, your preferences, and your needs constantly. Continuity affects quality of care and quality of relationship.
Why it matters: This is the single most common participant complaint about providers — different workers all the time, no continuity, no relationship.
Red flag: "We can't guarantee that" without explanation. Honest providers will say "We try hard to maintain continuity, and here's what we do to make that work" rather than dodging.
Question 5: How do you handle worker absences?
When a regular worker is sick or on leave, what happens? Do you get a substitute? Is it someone you know? Or do you just lose the shift?
Why it matters: Coverage matters. A provider who consistently can't cover absences leaves you without support when you need it most.
Red flag: "We do what we can" or "It depends on the situation." Honest providers have systems for coverage and can describe how they work.
Question 6: What happens if I want to change workers?
If a worker isn't a good fit, what's the process to request a change? Is it easy or is there friction?
Why it matters: Worker compatibility is personal and unpredictable. You'll need to change workers sometimes. The process should be straightforward.
Red flag: Defensive responses. Suggestions that you should "give it more time" without acknowledging your concerns. Implied judgment about your reasons.
Question 7: How are complaints and feedback handled?
What's your complaints process? Who do I talk to if I'm unhappy? What happens after a complaint?
Why it matters: Things will go wrong sometimes. The provider's response to problems tells you more than how they handle good times.
Red flag: No clear complaints process. Suggestions that complaints are unusual or rare. Responses that imply you'd be the problem if you complained.
Question 8: Are your workers screened, qualified, and trained?
Confirm NDIS Worker Screening clearance for all workers. Ask about qualifications (Certificate III or higher). Ask about ongoing training.
Why it matters: Worker quality varies enormously. Knowing the baseline tells you what to expect.
Red flag: Inability to confirm screening. Vague answers about qualifications. No training program.
Question 9: How do you handle communication and updates?
Do you send updates regularly? Do I have a single point of contact? How do shift notes work?
Why it matters: Communication failures are a major source of frustration. Providers who don't communicate proactively will leave you in the dark.
Red flag: "We respond when there are issues" without proactive communication. No clear point of contact. Shift notes that aren't shared with the participant.
Question 10: What's your notice period if I want to leave?
Service agreements specify notice periods. NDIS allows reasonable notice (commonly 14 or 30 days). Some providers try for longer.
Why it matters: A long notice period locks you in. The provider's incentive to deliver shrinks once you've signed.
Red flag: Notice periods longer than 30 days. Cancellation fees for early termination. Vague language about what triggers a notice period.
What to do with the answers
Take notes. Compare across providers. Trust your gut.
If a provider answers questions clearly and honestly, that's a good sign. If they're evasive, defensive, or dismissive, that tells you what to expect once you've signed.
Sign the agreement only when you're satisfied with the answers. You don't owe any provider your business — you have choices.
Frequently asked questions
Can I ask all these questions in a single phone call?
Yes, if the provider has time. Or split across two conversations. Either is fine.
What if a provider gets defensive about questions?
That's information about how they'll handle concerns once you're a client. If they're defensive at the interview stage, expect worse later.
Can I get the answers in writing?
Yes, and you should. Most providers will email a summary or send their service agreement, which should answer many of these questions in writing.
What if I'm pushed to sign quickly?
Don't. Pressure to sign is a red flag. Providers who actually want a long-term relationship don't pressure participants into hasty decisions.
If you'd like to ask Seareal these questions, we'd be happy to answer them. We work across Queensland and we want participants to make informed decisions about their providers.