What evidence does an auditor or the regulator ask for under NDIS Practice Standards Core 20.1 to Core 20.5?

Signed service agreements in a sample of participant files; Service agreement template showing supports, conditions and reasons; Meeting notes from the agreement discussion; Easy Read or translated service agreement versions; Records of interpreter or advocate use during agreement discussions; Participant feedback or interview notes confirming understanding; Agreements signed by both parties with the participant's copy noted as given; File notes recording why an agreement was not signed or not wanted; Agreement register tracking status for each participant; Tripartite or interface agreements b

Rules / NDIS Practice Standards and Quality Indicators

Practice StandardsNDIS Practice Standards and Quality Indicatorsndis-practice-standards--core-service-agreements

Requirement

Core module: Service agreements

The Core module outcome service agreements: every quality indicator the NDIS Practice Standards set for it (Core 20.1 to Core 20.5), what an auditor asks to see under each, the common gaps, and a free worksheet to fill in.

Clause

NDIS Practice Standards Core 20.1 to Core 20.5

Regulator

NDIS Quality and Safeguards Commission

Edition held

Rules Schedules 1 to 8, Compilation No. 6 (F2026C00527) and Quality Indicators Guidelines Compilation No. 3 (F2026C00528), in force 1 July 2026

Checked current

6 October 2026, Federal Register: both compilations are the latest version on 6 October 2026

Who it applies to

Registered NDIS providers audited by certification: registered for early childhood supports, specialist behaviour support, implementing behaviour support plans or regulated restrictive practices, or specialised support coordination. An individual or partnership whose only certification requirement is early childhood supports meets only Core clause 7 (freedom from abuse) and Module 3 (Rules s 20(4) and (5)).

Every clause in the standards library

NDIS Practice Standards and Quality Indicators on the standards library

Under review, not in force

The NDIS Commission's review of the Practice Standards (a proposed quality framework and changes to the standards and how they are assessed) is still being considered; nothing from it is in force.

Core 20.1Service agreements: developed with the participant, with conditions explainedsource

Requirement, our statement of the clause

The provider develops a service agreement together with each participant that sets expectations, explains the supports to be delivered and states any conditions attached to delivery, including the reasons for those conditions.

Evidence that typically shows this

Signed service agreements in a sample of participant files
Service agreement template showing supports, conditions and reasons
Meeting notes from the agreement discussion

Common gap to check

Conditions such as cancellation rules imposed without explanation
Agreement lists supports not matching those actually delivered

Core 20.2Service agreements: helping the participant understand the agreementsource

Requirement, our statement of the clause

The provider supports each participant to understand their service agreement and its conditions, using the language, mode of communication and terms the participant is most likely to understand.

Evidence that typically shows this

Easy Read or translated service agreement versions
Records of interpreter or advocate use during agreement discussions
Participant feedback or interview notes confirming understanding

Common gap to check

Complex legal wording with no accessible summary
No support offered to participants with cognitive disability

Core 20.3Service agreements: signed copies or a record of why none was givensource

Requirement, our statement of the clause

Where a service agreement is in writing, each participant receives a copy signed by both the participant and the provider; where that is not practicable or the participant chooses not to have an agreement, the provider records the circumstances.

Evidence that typically shows this

Agreements signed by both parties with the participant's copy noted as given
File notes recording why an agreement was not signed or not wanted
Agreement register tracking status for each participant

Common gap to check

Unsigned agreements with no explanation on file
Only the provider's signature present

Core 20.4Service agreements: SIL in SDA dwellings, documented arrangementssource

Supported independent living in specialist disability accommodation is not an allied health support; left out of a therapy practice's register and counts.

Requirement, our statement of the clause

Where the provider delivers supported independent living in specialist disability accommodation, documented arrangements with each participant and each SDA provider set out who is responsible for: raising and addressing dwelling concerns; managing conflicts between participants; agreeing and communicating changes in circumstances or support needs; filling shared living vacancies with regard to each participant's needs, preferences and situation; and managing behaviours of concern that may put tenancies at risk.

Evidence that typically shows this

Tripartite or interface agreements between participant, SIL provider and SDA provider
Documented vacancy management process that includes current residents' views
Conflict management procedure for shared homes
Records of dwelling concerns passed to the SDA provider and their resolution

Common gap to check

No written arrangement with the SDA provider on maintenance or vacancies
Residents not consulted when a vacancy is filled

Core 20.5Service agreements: supports to be provided in an emergency or disastersource

Requirement, our statement of the clause

Service agreements set out how supports will be provided if an emergency or disaster occurs. SDA providers should also meet the Part 8 SDA outcomes.

Evidence that typically shows this

Service agreement clause on supports during emergencies and disasters
Cross-reference from the agreement to the participant's emergency plan
Communication sent to participants on changes to supports during a past emergency

Common gap to check

Agreements silent on what happens to supports in an outbreak or natural disaster
Emergency arrangements in the agreement inconsistent with the organisation's plan

Worksheet: what your practice holds, and where

Ref	Held (yes, partly, no, not applicable)	Where it is kept	Owner	Last reviewed	Next review
Core 20.1
Core 20.2
Core 20.3
Core 20.4
Core 20.5

Download the worksheet (CSV)Print the worksheet (A4)

Completing this worksheet records what your practice holds and where. It does not make a practice compliant or ready for audit, and it is not legal advice.

Related requirements

NDIS Practice Standards and Quality Indicators

Core 19.1 to Core 19.9Core module: Support planning
Core 21.1 to Core 21.4Core module: Responsive supports
Core 18.1, Core 18.2, Core 18.3Core module: Access to supports
Core 22.1, Core 22.2, Core 22.3Core module: Transitions
Core 16A.1 to Core 16A.9Core module: Emergency and disaster
Core 24.1 to Core 24.11Core module: Safe environment
Core 16.1 to Core 16.5Core module: Continuity of supports
Core 25.1, Core 25.2, Core 25.3Core module: Money and property
Every page of this instrument

See every requirement for your practice See the specimen practice