A SIL service agreement puts daily support arrangements in writing. This guide helps participants and families understand what to review before agreeing to the terms.

Use this SIL service agreement checklist to consider whether the written arrangement reflects the participant’s needs and preferences. Review each point at a pace that works for you.

Supported Independent Living: support hours, ratios and changes

Start with the weekly support schedule. The agreement should explain when assistance is provided, which tasks it covers and how support is arranged. Supported Independent Living can include support at home throughout the day, seven days a week, and may include overnight support. Check that the schedule reflects the person’s usual routines, such as getting ready in the morning or preparing for bed.

Read the Roster of Care alongside the agreement. It may set out support types and hours, worker-to-participant ratios, the property and the person’s desired outcomes. A roster can break the week into 30-minute blocks, making it easier to see when support is planned and where shared assistance applies. Compare the schedule with the written terms so the documents describe the same arrangement.

Shared support needs clear wording. A 1:2 ratio means one worker supports two participants, including the person whose agreement is being reviewed. The document should identify which hours use a shared ratio and which are individual. For example, it might describe shared help with a household routine, then specify individual assistance at another time. Avoid relying on a general phrase such as “support as required”.

• Check the hours and times for each planned support period.
• Look for the ratio that applies during shared support.
• Confirm that individual support periods are distinguished from shared ones.

Cancellation and notice terms explain how changes are managed. Find the clause describing how either party can request a change, who needs to be notified and how notice is given. Check whether it covers participant cancellations and what happens if a scheduled shift cannot go ahead. If terms such as “reasonable notice” are not explained, ask for clearer wording before relying on them.

The agreement should set out how changes to support are discussed, recorded and communicated, including changes to hours or ratios. Keep the participant involved in those discussions. Their preferences and goals should shape the arrangement, rather than a roster being treated as fixed when routines change. A clear written update helps everyone follow the same plan.

Use this part of your SIL service agreement checklist to note unclear hours, ratios, cancellation steps or change procedures. Record the relevant clause and what needs clarification, then ask for an updated version that reflects any agreed changes.

Worker selection, training and consistency

The agreement should explain how workers are matched to the participant’s preferences and support needs. It can describe how the participant shares preferences about communication, routines, privacy and cultural considerations. For example, someone who prefers a quiet approach in the morning can have that preference recorded for workers starting an early shift.

Worker selection is clearer when the agreement describes the process, not just the outcome. Look for how the participant can meet workers or give feedback, and how concerns are recorded and followed up. The person receiving support should be part of these discussions. A family member or nominee can contribute if the participant wants their support.

Training should relate to the tasks in the support arrangement. If a worker assists with meal preparation, personal care or medication administration, the agreement or related support documents should explain the worker’s role and where instructions are recorded. They should also clarify how workers receive updates when the participant’s routines or support needs change.

Consistency does not always mean the same worker is available for every shift. The agreement can explain how continuity is supported when rosters change. Check how workers are introduced, where they can find current support information and how handovers are managed. For example, a handover note can record a changed appointment time so the participant does not have to explain it repeatedly.

• Look for a clear way to communicate worker preferences or concerns.
• Check that training and task instructions relate to the support being delivered.
• Find out how roster changes, introductions and handovers are recorded.
• Confirm the agreement explains who receives feedback and what happens next.

Terms such as “suitably trained” may not explain which tasks or records are involved. Ask for details about how relevant information is provided to workers and how updates are shared. If the participant prefers a particular communication method, include it in the written arrangement rather than relying on an informal conversation.

Consider the participant’s comfort, too. They may prefer advance notice of a new worker, a familiar introduction or a private conversation about a concern. Recording these preferences makes expectations clearer for everyone. If the written terms need more detail, request a specific change and keep the revised wording with the agreement.

Accommodation condition and accessibility features

Review the home itself, not just its description in an agreement. Note the condition of rooms and shared areas, including flooring, lighting, doors and bathroom fittings. A loose floor covering or narrow doorway, for example, may affect how the person moves around the home. Record the concern and ask how it will be addressed before the arrangement begins.

Check that access features suit the person’s disability-related needs and daily routines. Consider whether entrances are wide enough, ramps are available where needed and grab bars are positioned for the person to use. A feature is only useful if it works for them. Think about access from the entrance to the bedroom, bathroom, kitchen and outdoor areas.

Review safety details carefully. Check that entrances can be secured and smoke alarms are present. Make sure the person understands how to use relevant locks and alarms, and identify how any access difficulty will be managed. When raising a concern about a particular room, such as the bathroom, specify its location.

• Look at entrances, doorways and routes between frequently used rooms.
• Check ramps, grab bars and other access features against the person’s needs.
• Review the condition of floors, lighting and bathroom fittings.
• Locate secure entrances and smoke alarms.

Ask for the agreement or accompanying accommodation information to identify the home and describe its accessibility features. General wording such as “accessible property” may not show whether a particular entrance, shower or bedroom suits the person. Specific details help everyone understand what is provided and what still needs attention.

Consider how the home supports everyday choices. Can the person reach the kitchen items they use, enter shared areas comfortably and access the outdoor space they want to use? These practical details can affect independence at home. Include the person in the review and record their preferences instead of making assumptions based on a diagnosis.

If a feature needs repair or adjustment, write down the location, the issue and the requested action. Ask for the response and any agreed changes to be recorded. Where support includes going out from the home, community access support can relate to how the person reaches activities beyond the accommodation.

When reviewing SIL accommodation, check for accessibility features such as wide entrances, grab bars and ramps, as well as safety features such as secure entrances and smoke alarms.

Reviewing service agreements

A service agreement records the supports to be delivered and the terms both parties have discussed. Read it alongside any roster or support schedule, and note terms that are missing, unclear or inconsistent. A SIL service agreement is different from a residential tenancy agreement: the service agreement describes support, while a tenancy agreement concerns the right to occupy a home. If both apply, read them separately and clarify how they fit together.

Review the agreement in sections. Identify the participant and the supports covered, then check how delivery, costs or claiming arrangements, duration, cancellation, notice and changes are described. Look for a process for raising concerns or resolving problems. A phrase such as “support as needed” may not explain what assistance is included or how it will be arranged.

For each unclear clause, note the page or section and write your question in plain language. For example: “Who should be notified if a scheduled support needs to change?” Ask for the answer to be added to the agreement or provided in a written update. Before signing, compare the revised wording with any related schedule to make sure they describe the same arrangement.

• Check that the participant’s agreed supports are described clearly.
• Mark vague terms and identify the practical detail they leave unanswered.
• Request proposed changes in writing and keep the updated copy.
• Make sure related schedules match the agreement’s wording.

A service agreement is not mandatory, but it can record what has been agreed and how changes or concerns will be handled. The participant should have time to read it in an accessible format and discuss the terms with someone they trust. If a clause affects housing rights or legal obligations, seek advice specific to that document rather than relying on a general explanation.

In Australia, an independent disability advocate can provide support. A support coordinator or plan manager may also help explain support arrangements and funding matters, though their role can differ from independent advocacy. The participant chooses who joins the discussion and what information to share.

Clear wording helps the participant and provider understand the same arrangement. Reviewing the agreement carefully can identify what needs clarification before signing, so the participant is not asked to accept terms they do not understand.

What rules apply to SIL agreements, service bookings and NDIS plan funding?

A SIL service agreement is not mandatory, but it can record the agreed support arrangement, including the supports, how they are delivered, costs, duration, changes and how problems are addressed. Read it alongside the participant’s NDIS plan and related documents to check that it reflects the support being arranged.

NDIS funding for SIL covers support with day-to-day tasks at home, not rent or groceries. Keep household expenses separate from support costs. If a charge or claiming arrangement is unclear, ask the plan manager, support coordinator or relevant agency how it relates to the participant’s plan.

Current NDIS guidance requires providers delivering Supported Independent Living to be registered. Official agency resources explain the support, while regulatory bodies oversee provider registration and safeguards. These requirements relate to providers, while the participant’s agreement sets out the particular support arrangement.

Use these checks when reviewing the paperwork:

• Confirm the agreement describes supports, delivery, costs, duration and how changes are handled.
• Compare the written arrangement with the participant’s plan and related documents.
• Keep rent and grocery expenses separate from SIL support funding.
• Discuss plan-specific funding questions with the participant’s plan manager, support coordinator or the relevant agency.

Keep the signed agreement and written changes together. When the arrangement changes, make sure the agreement reflects the updated terms. This gives the participant and others involved a clear record to refer to when questions arise.

Want to be a participant?

Check whether each description is clear enough for the participant and others involved to understand what support is arranged and how it will be delivered. The agreement can bring these details together with the costs and duration, and explain how proposed changes or problems will be handled. It is useful as a record of the agreed arrangement, but it is not mandatory. If something is unclear, identify the specific support, cost, change or issue that needs clarification instead of assuming the paperwork answers it.

Provider obligations and the participant’s written arrangement are separate parts of the picture. SIL providers must comply with all applicable regulatory requirements. Where an agreement is used, it can record the specific supports and terms agreed, but it does not replace the need to consider the participant’s plan and related documents. Before relying on a booking or other written record, check that it consistently describes the arrangement and addresses any changes or unresolved concerns. If it is unclear how a support relates to plan funding, raise the question with the plan manager, support coordinator or agency. Focusing on the support and its stated terms helps everyone discuss the arrangement without confusing provider compliance with the details of an individual service agreement.

How Pursue Ability can help

Pursue Ability provides Supported Independent Living support and can talk through the arrangement it is intended to provide. If you are considering an agreement, bring the points you want explained, such as the support schedule, shared arrangements or how changes are recorded. If you already receive support, you can describe which terms are unclear and what you would like clarified.

Our Supported Independent Living support is relevant when you are exploring daily assistance at home. A conversation can focus on how the proposed support connects with the participant’s routines, preferences and goals. The participant remains central to those discussions, and can decide who they want involved.

Support coordination may also help you understand the different people and documents involved. For example, you may need to separate questions about support delivery from questions about plan funding or tenancy terms. These matters can involve different documents and decision-makers. Discuss plan-specific funding questions with a support coordinator, plan manager or the NDIA.

Prepare for a conversation by gathering the agreement and any related roster or written updates. It may help to note:

• The wording or section you would like explained.
• How the written arrangement relates to the person’s daily routine.
• Any change or preference you want discussed.
• Who the participant wants included in the conversation.

This gives the discussion a practical starting point. You do not need to resolve every clause at once. Start with the term that most affects daily support, then note any follow-up questions. For questions about legal rights, funding decisions or tenancy arrangements, seek advice from an appropriate independent adviser or NDIS contact.

Pursue Ability supports people considering SIL and participants and families who want to discuss their support needs. A conversation can help you identify relevant questions and what to raise about the arrangement. It cannot replace legal advice or determine how a participant’s plan will be funded.

If you would like to discuss your situation, call Pursue Ability on 02 7227 6310, Monday to Friday, 9am to 4pm, or email enquiries@pursueability.com.au.

Take the next step at your own pace

Use this SIL service agreement checklist as a starting point for a conversation, not a test to pass. You can raise one unclear term at a time and keep the participant involved in deciding what happens next. If you are exploring other daily support options, Pursue Ability also offers allied health alongside SIL.

A discussion can help you identify what you would like clarified and which questions belong with a support coordinator, plan manager or the NDIA. You remain in control of the decisions and the pace.

Want to be a participant?

Taking time to understand the agreement is a practical step towards support that reflects the person’s needs and choices.

Frequently asked questions

What is a service agreement?

A service agreement is a written record of the supports a participant and provider have agreed on. For SIL, it explains the support arrangement in practical terms and does not replace the participant’s NDIS plan. If a participant’s routine changes, for example, the agreement can help clarify how to discuss an update. Read it alongside related documents so everyone has consistent information.

How are routines and preferences documented?

The participant’s support information can record routines and preferences to guide day-to-day assistance. Include details workers can act on, such as a preferred morning routine or how the participant likes to be involved in meal preparation. The participant should have a say in what is recorded and who can access it. Review the information when their preferences or routines change.

Is the provider registered for SIL?

Before relying on an agreement, ask the provider for its current NDIS registration details and confirm that the registration applies to the provider delivering the SIL supports. Check that the name on the agreement matches the provider information. If you are unsure how registration relates to the participant’s plan or funding, ask their support coordinator, plan manager or the NDIA for guidance.

Should I get the arrangement in writing?

A written agreement is optional, but recording the arrangement can make it easier to understand and revisit. Check that it covers the participant’s agreed supports, responsibilities, delivery arrangements, costs or claiming method, duration, and how changes or concerns are handled. If the participant needs another format or more time to review the document, discuss this before agreeing to its terms.

What supports, hours, staffing and costs should the agreement cover?

The agreement and related roster should identify planned support periods, the assistance involved and whether workers provide shared or individual support. Any staffing ratio should be clear. Cost and claiming information should relate to the agreed supports and the participant’s plan. SIL funding covers support with daily tasks, not rent or groceries. Ask a plan manager or support coordinator about questions specific to the participant’s funding.