Service Agreement Policy

Last updated: November 2025

At NDIS Cleaning Care, we are committed to providing NDIS participants in Sydney with safe, reliable, and professional cleaning services. Our Service Agreement Policy dictates the terms and conditions in which our services shall be provided based on clarity, transparency, and mutual understanding between our staff and participants.

This policy aligns with the NDIS Practice Standards, the NDIS Quality and Safeguarding Framework, and the Australian Privacy Act 1988 (Cth).

1. What is a Service Agreement?

A Service Agreement is a formal document between NDIS Cleaning Care and the participant that outlines:

  • The services we provide
  • How and when services are delivered
  • The roles, responsibilities, and expectations for both parties

The Service Agreement makes certain that services are provided according to the participant’s NDIS plan and thus upholds the rights of participants, ensuring clarity over roles and responsibilities.

2. Who Needs a Service Agreement?

All participants receiving services from NDIS Cleaning Care are encouraged to enter into a Service Agreement. This includes:

  • Self-managed participants
  • Plan-managed participants
  • NDIA-managed participants

The agreement is customized to each participant’s needs, goals, and requirements for support. It may vary due to:

3. What Our Service Agreements Include

Participant Information

  • Full name, contact details, and NDIS number
  • Plan type (self-managed, plan-managed, NDIA-managed)
  • Support coordinator or carer details, if applicable

Service Details

  • Type of service(s) being provided, i.e., house cleaning, carpet cleaning, lawn mowing, pressure cleaning, etc.
  • Frequency and duration of service, whether weekly, fortnightly, monthly, or as required
  • Special requirements or instructions to meet participant goals

Costs and Payment

  • All services are billed according to the NDIS Price Guide
  • Payment methods: direct, plan-managed, self-managed
  • Details of any additional charges, if applicable, towards special requests

Booking and Cancellation Policy

  • How to schedule or reschedule services
  • Notice required to effect cancellation
  • Consequences of missed appointments

Rights and Responsibilities

Participant Responsibilities:

  • Provide safe access to your home or facility
  • Inform us of any health, safety, or accessibility concerns
  • Communicate clearly about preferences or changes in plans

Provider Responsibilities:

  • Deliver services professionally, safely, and on schedule
  • Employ trained, police-checked, and NDIS-compliant staff
  • Ensure confidentiality, respect, and dignity in all interactions

Communication and Feedback

  • How to give feedback or raise a concern
  • Ongoing communication to modify services as necessary

Privacy and Confidentiality

  • Personal and sensitive information is protected in line with our Privacy Policy
  • Information collected, stored, and used is only for service delivery or compliance purposes

Agreement Duration and Review

  • Start date and end date of agreement, or ongoing until terminated
  • Periodic review of a service plan to align with changing goals or NDIS plans

Termination Clause

  • How either party can terminate the agreement
  • Notice period required
  • Outstanding payment handling or service obligations

4. Concluding a Service Agreement

  • Initial consultation to assess your needs and goals
  • Proposal of a customized service plan with a quote
  • Review and discussion with participant, carer, or support coordinator
  • Signing of Service Agreement — electronically or in print

A copy of the signed agreement is kept with both parties for reference.

5. Changes to the Service Agreement

  • The participant’s NDIS plan changes
  • Service needs are changed
  • Schedules, prices, or scope of service change

All changes are mutually agreed upon and written down in a document.

6. Complaints and Dispute Resolution

We are committed to the fair and speedy resolution of disputes.

Complaints process:

  • Contact NDIS Cleaning Care by phone or email
  • Investigation and internal resolution by our management team
  • Escalation to the NDIS Quality and Safeguards Commission if unresolved

Our policy aims to promote respect, support, and satisfaction for all participants of our services.

7. Participants’ Rights

  • Receive safe, professional, and high-quality services
  • Clear information about costs, responsibilities, and service delivery
  • Access, update, or correct their personal information
  • Terminate or vary the Service Agreement in conformity with NDIS guidelines

8. Responsibilities of NDIS Cleaning Care

  • Safe, professional, and timely delivery of services
  • Using specifically trained, police-checked, and NDIS-compliant staff
  • Maintaining open and transparent communication
  • Protecting Privacy and Personal Information
  • Aligning all services with your NDIS goals and plan requirements

9. Compliance and References

This Service Agreement Policy forms part of:

  • NDIS Practice Standards
  • NDIS Quality and Safeguarding Framework
  • Australian Privacy Principles (APPs)

See the NDIS official website for more information on NDIS standards and participant rights.

10. Contact Us

If you have any questions about this Service Agreement Policy or your agreement:

NDIS Cleaning Care
Email: [email protected]
Phone: +61 2 9067 0906
Location: Sydney, NSW, Australia

We are here to support you, ensure clarity, and provide services that empower your independence.

Our Commitment

At NDIS Cleaning Care, we take our service agreements seriously. They ensure safety, transparency, and trust while delivering services that improve your daily life. By signing a Service Agreement with us, you are taking a step toward having a cleaner, safer, and more comfortable home—one that supports your NDIS goals.

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