NDIS Service Delivery and Access Policy Template for Disability Service Providers

What's in this template?

This NDIS Service Delivery and Access Policy template is aligned to Core Module 1 of the NDIS Practice Standards (Version 4, November 2021). It provides a comprehensive framework for how NDIS supports are accessed, planned, delivered, monitored, and reviewed — covering the full participant journey from initial enquiry through to service exit, including service agreements, support planning, cancellation policies, and accessibility requirements.

The template covers 14 sections:

1. Purpose — commitment to high-quality, person-centred supports aligned to NDIS Practice Standards, NDIS Act, and Code of Conduct
2. Scope — all NDIS-funded supports and services: intake, assessment, planning, delivery, monitoring, review, service agreements, exit
3. Legislative and Regulatory Framework — NDIS Act 2013, Practice Standards, Code of Conduct, Provider Obligations Rules, Disability Discrimination Act, Privacy Act
4. Principles — person-centred, independence-promoting, accessible, participant-directed, evidence-based, culturally respectful, dignity of risk
5. Access and Intake — enquiry response times, accessible information, waitlist management, intake assessments, service agreements, referrals
6. Service Agreements — agreement contents (supports, costs, cancellations, responsibilities, review, complaints, notice periods), accessible format, pre-commencement sign-off
7. Support Planning and Goal Setting — collaborative planning, measurable goals, strengths-based, risk identification, worker instructions, participant approval
8. Support Delivery — plan compliance, agreed times and locations, adaptive responses, progress notes, incident reporting, independence promotion, professional boundaries
9. Monitoring and Review of Supports — 12-monthly reviews, participant involvement, data-informed reviews, change documentation, NDIS plan review support
10. Cancellations and No-Shows — NDIS Pricing Arrangements compliance, participant notification, pattern monitoring, alternative exploration
11. Service Exit and Transition — notice periods, transition planning, information sharing, final reports, continuing supports, exit feedback
12. Accessibility — Easy Read, large print, interpreter services, physical access, AAC, digital accessibility
13. Related Policies — cross-references to Participant Rights, Complaints, Incidents, Risk, Privacy, Continuity, HR
14. Review History — version control and approval

Editable placeholder fields

• {{practice_name}}, {{abn}}, {{ndis_registration_number}}, {{practice_address}}, {{phone}}, {{email}}
• {{responsible_person}} — key personnel / responsible person
• {{intake_coordinator}} — person managing intake and access
• {{review_date}}, {{next_review_date}}

NDIS Practice Standards requirement

Core Module 1 — Provision of Supports requires that participants receive supports that are responsive, timely, and appropriate to their needs and goals. The NDIS Quality and Safeguards Commission's quality indicators specify that providers must demonstrate:

• Clear and accessible information about services and eligibility
• Timely intake and assessment processes
• Service agreements that are fair, clear, and understood by participants
• Support plans developed collaboratively with participants and aligned to their NDIS plan goals
• Supports delivered by appropriately skilled workers in accordance with the support plan
• Regular monitoring and review of supports and participant outcomes
• Smooth exit and transition processes that maintain continuity

The NDIS Verification Module Required Documentation Guide lists service delivery and access as a required policy area for all registered providers. During a verification audit, auditors will review the policy, check service agreements, examine support plans and progress notes, and interview participants about their experience of service delivery.

For providers undergoing certification audit, the assessment includes evaluating the quality of support planning, evidence of outcome measurement, the effectiveness of review processes, and how participant feedback informs service delivery improvements.

How to customise this template

1. Download the Word document and fill in all {{placeholder}} fields with your organisation's details
2. Develop a service agreement template — create a standard agreement covering all elements listed in Section 6
3. Create a support plan template — design a template for collaborative support planning with goal setting
4. Define your intake process — document the steps from initial enquiry through to commencement of supports
5. Set your cancellation policy — align your cancellation and no-show policy with the current NDIS Pricing Arrangements
6. Establish progress note standards — define what workers should document after each support session
7. Create review templates — develop templates for 12-monthly support plan reviews
8. Audit your accessibility — assess whether your premises, information materials, and digital services meet accessibility requirements

Frequently asked questions

Is a service delivery policy required for NDIS registration?

Yes. Provision of supports is part of Core Module 1 of the NDIS Practice Standards, which applies to all registered NDIS providers. The Verification Module Required Documentation Guide requires evidence of service delivery and access processes. Without a service delivery policy, service agreements, and support planning documentation, you cannot pass a verification or certification audit.

What must be included in an NDIS service agreement?

An NDIS service agreement should include the supports to be delivered (including frequency, duration, and location), the cost and how it will be charged to the participant's NDIS plan, cancellation and no-show policies, responsibilities of both parties, how and when the agreement will be reviewed, complaint and feedback mechanisms, and conditions for ending the agreement. The agreement must be explained to participants in their preferred communication format.

How often should support plans be reviewed?

ClinicComply recommends reviewing support plans at least every 12 months, or sooner when there is a significant change in the participant's needs, circumstances, or NDIS plan. Reviews should actively involve the participant and consider progress toward goals, worker observations, and participant feedback. Support plans should also be reviewed after significant incidents or when the participant requests a change.

What are the NDIS cancellation rules?

The NDIS Pricing Arrangements set the rules for cancellations. Generally, providers can charge for short-notice cancellations (less than 2 clear business days' notice for most supports) and no-shows. However, providers must make reasonable efforts to find alternative work for the worker during the cancelled period. The cancellation policy must be clearly communicated to participants at intake and included in the service agreement.

How do we measure participant outcomes?

Participant outcomes are measured by tracking progress toward the goals set in the support plan. This includes direct observation, participant self-reports, progress notes, standardised assessments (where applicable), and feedback from the participant and their support network. Outcome data is reviewed at each support plan review and used to adjust strategies and interventions. Providers undergoing certification audit will be assessed on their outcome measurement practices.

What accessibility requirements apply to NDIS providers?

The Disability Discrimination Act 1992 requires that services are accessible to people with disability. For NDIS providers, this means providing information in accessible formats (Easy Read, large print, audio, translated), arranging interpreter services, ensuring physical premises are accessible, providing communication supports (Auslan, AAC devices), and ensuring digital services meet accessibility standards. Accessibility should be assessed at intake and accommodations documented in the support plan.