Service agreements

A service agreement records the supports you have agreed to deliver, the terms you can claim under, and (optionally) collects signatures. Open the participant, then select the Service Agreements tab.

You need a saved NDIS plan first

You can only build an agreement once the participant has a saved NDIS plan. Until a plan exists the tab shows Complete the NDIS plan first. The agreement links to the current plan automatically, so the Linked NDIS plan field is read-only; you do not pick the plan yourself.

A saved agreement shows at the top of the tab with its status, with the establishment-fee prompt above it when one applies. The form below edits the agreement for the current plan. When a new plan starts, it offers a fresh agreement for that plan; earlier agreements stay listed for reference.

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Signing: e-signature or manual

The Signing choice sets who collects the signatures:

• Send for e-signature: emails both parties a signing link and updates the status automatically. OneForce Care marks the agreement Signed once everyone has signed and files a signed PDF.
• Manage manually: you handle signing yourself (on paper, for example), set the Status (Draft, Sent or Signed) by hand, and can upload a scan of the signed copy.

Start date and End date are both required. Leave the end date blank and saving is blocked with Agreement end date is required. The agreement cannot start before the plan starts or end after the plan ends, checked when you save.

Signatories (e-signature)

In e-signature mode you choose two signatories:

• Participant signatory: a picker of the participant plus their contacts. It defaults to the participant. If the person you pick has no email on file, you see No email on file. and cannot send until one is added.
• Provider signatory: who signs on behalf of the workspace. The list is your workspace contact first, then every worker in your organisation who has an email on file.

Both are required before you can send.

Participant email and phone-only records

Electronic signing requires the participant’s own valid email on Details, even if a guardian, nominee or another contact signs instead. The selected participant representative and provider signatory must also have valid email addresses. A representative’s email does not replace the participant’s email requirement.

For a participant with phone only, the form uses manual management. Record the agreement status and retain the signed evidence, with an optional uploaded copy. Existing signing history stays available if the participant’s email is later removed; outstanding signing requests can still be cancelled. Invoice recipient email requirements are separate and still apply.

Agreed support items (where Stated matters)

This section follows the plan’s budget pools and their Stated or Flexible choice. For a Flexible pool, select Enable agreed support items, then choose it under Support budgets. Stated pools force agreed support items on and stay selected.

• Pools with a positive allocation or an unknown budget appear here. A selected known-zero pool has no funds to itemise.
• A Stated pool needs its NDIS support codes added, or shifts that draw on it have nothing claimable.
• A Flexible pool is optional. Itemise it only if you want to lock in specific agreed rates.

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The Flags column summarises catalogue eligibility: NF2F is Non-face-to-face, CANC is Short notice cancellations and TRAV is Provider travel. Review these flags alongside the agreement’s Claim terms and actual delivery before claiming.

Where a support item requires a quote, you also record the Quote reference, Approved date, Approved rate, Approved amount and a Quote document.

Claim readiness

The Claim readiness section decides which clauses go into the agreement, and with them what your team is allowed to claim. Claim terms is a row of tick pills; tick the ones the participant has agreed to:

Claim term	What it allows
NDIA report	Time spent writing the reports the NDIA requires.
Non-face-to-face	Time spent on the participant’s support while not with them, for example writing notes or preparing resources.
Short notice cancellation	Up to 100% of the agreed price when a support is cancelled inside the notice period.
Whole support at higher band	When one worker delivers a support that crosses a time-band boundary, billing the whole support at the higher band’s limit rather than splitting it. It only applies where the higher band’s code is already an agreed support.
Provider travel time	Worker travel to the participant and back, with travel-time caps based on the recorded travel destination’s MMM classification.

Agreed cancellation days notice sits beside the pills, and only appears once Short notice cancellation is ticked, since without that term no short-notice charge is ever claimable. Enter the notice in days. Leave it blank to use the NDIS defaults, shown as the NDIS default placeholder. An agreed period applies per support and only where it is tighter than the NDIS default; it never extends it.

Invoicing

The Invoicing section is who the invoices go to, and it follows the plan’s funding type. For each funding style that needs a contact, the read-only Funding management is shown alongside an Invoice recipient name and a valid Invoice email, both required:

• Plan-managed: one contact, the plan manager.
• Self-managed: one contact, the participant or their nominee.
• NDIA-managed: no invoice contact, since you claim from the NDIA directly.
• Mixed: one contact for each of the plan-managed and self-managed styles present across the active pools. Any NDIA-managed pool needs nothing, so a plan that is entirely NDIA-managed shows no Invoicing section at all.

A plan manager you added under Contacts can be used as the recipient. Leaving either field empty shows Recipient name is required. or Invoice email is required., and a malformed address shows Enter a valid email address.

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The NDIS Establishment Fee prompt

Once an agreement is Signed, a prompt bar can appear above it headed NDIS Establishment Fee. It tells you the participant looks eligible for the fee: a first-time participant with at least 20 committed Cat 01/04 hours a month over a term of three months or more. It is a nudge, not a claim, and it exists because the fee is easy to miss.

• Select Add establishment-fee task to raise the task for it. You see Establishment-fee task added., the bar disappears, and the task is then worked from Tasks.
• Select the cross at the right to dismiss the prompt without raising anything. It does not come back for this agreement.

The bar only shows while the agreement is signed, the participant looks eligible, and it has not already been actioned or dismissed, so it is there only when there is something to act on.

Prepare and submit the agreement

You need Participants edit access. Electronic signing and file actions also depend on Documents access and Documents and e-signing. When Invoicing is off, financial controls may be hidden or read-only; that does not prevent ordinary participant and agreement work.

1. Save the current plan and confirm its dates, pools and funding. Have agreed rates, expected monthly hours, invoice-recipient details and any quote approval ready.
2. Choose the signing method and enter Start date and End date within the linked plan’s dates.
3. Complete the claim terms and invoice contacts that apply.
4. Under each selected budget, open Select support item, search by name or code, select the correct item, then use the plus button (Add support code). Add each distinct code once.
5. Match the row’s code and description to the agreed service and time band. Enter its Unit rate and, where agreed, Monthly hours. Review Monthly $ and the term estimate. Adding or changing a row prepares the edit; finish with the agreement’s footer action to save it.
6. In manual mode, choose the actual Status and select Create agreement or Update agreement. After an agreement exists, choose a signed file in Documents and select Update agreement to save the attachment.
7. For a new electronic request, review both signatories and Agreement content, then select Send for signatures. This saves the agreement and support edits before sending; there is no separate Create button in this mode.

Unit rate is the agreed price for the row’s unit, not the participant’s whole budget. Monthly hours describes the planned monthly commitment. Monthly $ and the term estimate help you compare that commitment with the selected budget. Do not enter a monthly dollar amount into an hours cell. A sleepover priced per item needs an agreed item rate; it is not an hourly direct-support rate.

For example, a six-month support commitment of 10 hours a month at $60 per hour estimates $600 a month and $3,600 for the term. These are planning figures, not an invoice or a payment. Actual rates and delivery still need their own checks.

Missing signatory information produces Missing before sending: with the items to correct. Every included term needs a title and wording, and at least one term must be included. A known pool budget exceeded by the estimated term total blocks sending. Review the hours, rate and term against the actual agreement; do not change a genuine plan amount merely to clear the warning.

If only part of a save succeeds, keep the form open, read the error and check the saved agreement before retrying the remaining edits. Do not assume an error means nothing saved.

While an agreement is out for signature

Once you send, the top of the tab shows a signing status card. While it is waiting it reads Sent for signing, with the line Waiting for signatures. The status updates automatically when everyone has signed. You do not need to check back; the status flips to Agreement signed on its own.

Cancel a signing request

If you need to change an agreement that is out for signature, select Cancel signing request at the bottom. A dialog headed Cancel signing request warns: “This voids the pending signing links and emails both signers to let them know. The agreement returns to draft so you can make changes and re-send it.” Select Cancel to confirm (or Keep request to leave it alone). The agreement returns to Draft and you see Signing request cancelled., ready to edit and send again.

Re-send or supersede a signed agreement

To change an electronic agreement that is already Signed, make the required edits and select Update agreement. This opens Send updated agreement to confirm the save and new signature request: “This sends the updated agreement for signature. Once everyone signs, it supersedes the currently signed agreement.” Select Send. The previously signed copy stays in the document register until the new one is signed. If you have not changed anything, you are told No changes to send. Update the agreement first.

Agreement content and custom terms

When preparing the agreement for signing, open Agreement content to review the included sections. Standard section titles stay fixed. You can edit their wording and choose which sections to include.

To add a section specific to this agreement:

1. Select Add a term, below the existing terms.
2. Enter the Term title and its wording.
3. Keep the section selected if it belongs in the agreement, or remove a custom section with Remove term.
4. Review the complete agreement before sending it for signing.

Custom titles and wording carry into the agreement document and signing copy. Lines beginning with a hyphen and a space are presented as bullet points in the document.

Reset an unfinished draft

If you want to start the form again, select Reset agreement. Read Reset agreement?, then select Confirm, or Cancel to keep the draft. This resets the authoring form, including staged support edits and custom wording. It does not delete earlier signed files. Review every field before saving or sending the reset draft.

Reset is unavailable while a signing request is pending. Cancel that request first if its details need to change. When Invoicing is off, retained financial terms are preserved rather than cleared.

Recover an interrupted signing request

If sending was interrupted, reopen the same participant and agreement. A Saved signing request panel may offer Resume saved request, Check status and Cancel saved request. Use these controls to continue or check the saved request before starting another. When invitations need checking, read the panel’s message and select Check status.

To abandon it, select Cancel saved request, then Cancel request in the confirmation. Its signing links are cancelled; its original PDF stays in Documents. If checking fails, use Check again or retry after restoring your connection. Do not delete a signed record simply to retry an uncertain send.

Group support rates and incomplete rows

For a Group Activities support, check the rate-basis choice beneath the rate: Whole-group rate or Per-person rate. Select the basis that matches what was actually agreed before saving. A whole-group amount and an amount for one participant have different meanings, even when the number entered is the same.

Every added row needs an explicit Unit rate before the agreement can be submitted. The catalogue limit does not fill in the participant’s agreed price for you. Click out of an edited rate or monthly-hours cell to apply the entry to the draft, check any validation message, then use the agreement footer to save or send. Rates and amounts are GST-inclusive; do not add GST again to a displayed agreed rate.

If a support is missing from the picker, check the chosen budget and search terms. If the pool itself is absent, check whether its plan amount is positive or marked unknown. A selected known-zero pool remains valid plan information, but it is not a funded support budget here.