Alex is Sprintlaw's co-founder and principal lawyer. Alex previously worked at a top-tier firm as a lawyer specialising in technology and media contracts, and founded a digital agency which he sold in 2015.
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The NDIS Price Guide for 2024-25 sets the rules for how supports are billed and what participants can expect to pay. If you deliver services under the NDIS, understanding the new settings isn’t just a finance task - it’s also a legal and compliance priority.
In this guide, we’ll unpack what the new Price Guide means for your billing, agreements, cancellations, record-keeping and privacy obligations in Australia. We’ll also flag the contracts and policies you should have in place so your practice stays compliant and protected.
Whether you’re a support worker running a small team, a plan manager or a growing allied health practice, you’ll find practical, plain-English tips below to help you implement the 2024-25 updates with confidence.
What Is The NDIS Price Guide 2024-25 And Why Does It Matter?
The NDIS Price Guide (sometimes called the Pricing Arrangements) is the NDIA’s framework for how supports can be charged to participants’ plans. It sets price limits, defines support items, and outlines when additional charges (like travel, non-face-to-face time or provider expenses) are allowed.
For providers, it does three important things:
- It caps what you can claim against a participant’s plan for certain supports (so invoices above the cap will likely be rejected).
- It defines the circumstances you can bill for things like report writing, case conferencing, or cancellations - and the documentation you need to justify those claims.
- It becomes a key reference point in your service agreements and policies, helping you avoid disputes and meet the NDIS Quality and Safeguards Commission’s Practice Standards.
For participants, it delivers clarity and protections - ensuring value for money, transparency around rates, and consistent billing practices across providers.
Key 2024-25 Changes Providers Should Have On Their Radar
Each new Price Guide cycle tends to fine-tune categories, rules and definitions. While the specifics of your services will determine what’s most relevant, these are the themes we’re seeing providers navigate in 2024-25:
1) Price Limits And Support Category Adjustments
Price limits may shift to reflect wage decisions and market settings. Check the support items you commonly deliver (e.g., therapy, core supports, capacity-building) and confirm if the new caps affect your standard session length or travel approach.
2) Short Notice Cancellations
Short notice cancellation rules can have major cash flow impacts. Make sure your cancellation window, notice method (e.g., SMS or email), and evidence requirements are clearly defined in your service agreement and that your systems can consistently record timing and attempts to deliver.
3) Non‑Face‑To‑Face Time And Reports
Many supports allow billing for non-face-to-face tasks that are necessary to deliver outcomes (planning, report writing, liaising with stakeholders). The 2024-25 settings emphasise that these claims must be reasonable, necessary and well-documented. Train your team to record the purpose and duration of each task.
4) Travel, Provider Expenses And Activity-Based Transport
Travel rules remain a compliance hot spot. Confirm your region’s rules for charging travel time and kilometres, how to apportion costs when seeing multiple participants, and what documentation (times, distances, receipts) needs to be kept with each claim.
5) PACE, Invoicing And Evidence
With claim processing through PACE and PRODA, robust record-keeping is essential. Map your internal process so each invoice has corresponding notes that show what was delivered, when, by whom, for how long, and why it aligns with the participant’s plan and goals.
How Do Price Limits Interact With Your NDIS Service Agreement?
Your service agreement is the legal backbone of your relationship with participants. It should reflect the 2024-25 Price Guide rules in clear, practical terms so there are no surprises for either side.
Set Clear Rates And Explain Variations
List the support items you provide and the billing basis (per hour, per session, per report), and state that rates are capped by the NDIS Pricing Arrangements as updated from time to time. If your practice uses different rates for weekends or after-hours, spell this out up front.
Cover Cancellations And No‑Shows
Define “short notice,” how cancellations must be made, and when the capped cancellation fee applies. Also describe what happens with repeated cancellations (e.g., review of booking pattern) and how you’ll work with the participant’s goals to maintain continuity of care.
Be Transparent About Travel And Expenses
Explain when you may charge for travel time, kilometres and provider expenses. Confirm you’ll always apply the Price Guide rules and hold evidence (like GPS logs or receipts) to support claims.
Include Consent, Privacy And Complaints
Participants should know how their information will be handled, how they can withdraw consent, and how to provide feedback or make a complaint. Align these clauses with your internal policies and the Commission’s standards.
If you don’t have a tailored agreement in place, consider using a purpose-built NDIS Service Agreement that already reflects the Price Guide and the NDIS rules.
Billing, Cancellations And Travel: Getting Claims Right
Accurate, defensible billing protects both your practice and your clients’ plans. Here’s how to keep your claims aligned with the 2024-25 requirements.
Document What You Deliver - Every Time
- Record the support item code, date, start/finish time, location, and outcomes worked on.
- For non-face-to-face time, note why the task was necessary, who was involved, and how it supports plan goals.
- Ensure the worker’s notes match the invoice - this is key for audits and claim reviews.
Apply Price Limits And Rounding Carefully
Use the published price limits for the relevant item and time of day. If you have minimum session lengths or increments (e.g., 15-minute blocks), ensure these align with the Guide and your agreement.
Short Notice Cancellation Evidence
When charging a cancellation fee, keep evidence of the appointment, the time of cancellation, attempts to deliver or reschedule, and the support item that would have been provided. Your policy and practice should be consistent across workers and participants.
Travel Claims And Multiple Participants
If you’re visiting multiple participants in one trip, apportion travel time and kilometres fairly and in line with the Price Guide rules. Keep route records and receipts where relevant.
Direct Debits And Payment Terms
If you use direct debit or stored payment methods for co-payments or self-managed clients, your processes must comply with Australian payment rules and consumer law. It’s a good idea to check your processes against Direct Debit Laws and ensure your terms are transparent and fair.
Privacy, Consent And Records: What Your Practice Must Have In Place
NDIS providers handle sensitive health information. That means stringent obligations under the Privacy Act 1988 (Cth), the NDIS Practice Standards and your registration conditions.
Privacy Policy And Collection Notices
Make sure you have a clear, accessible Privacy Policy that covers what you collect, why, how it’s stored, and who you share it with (for example, plan managers or allied health collaborators). A tailored NDIS Privacy Policy helps you meet both privacy and NDIS requirements.
Informed Consent
Obtain and record informed consent for supports, information sharing and any photos, recordings or telehealth services. Simple, participant-friendly forms reduce risk - for example, using a standard Participant Consent Form for clients and substitutes if capacity is in question.
Data Security And Breach Response
Have technical and organisational measures in place (access controls, secure messaging, restricted devices) and keep a register of data access and disclosures. A practical Data Breach Response Plan ensures you can respond quickly and lawfully if information is lost, accessed or disclosed improperly.
Records And Retention
Keep service records, assessments, progress notes, incident reports and complaint outcomes in line with retention rules. Your record-keeping should be consistent with PACE requirements and ready for an NDIS audit at any time.
Your People, Policies And Risk: Staying Aligned With NDIS Standards
Beyond pricing and billing, the NDIS Quality and Safeguards Commission expects you to run a safe, well-governed practice.
Worker Screening, Training And Contracts
Ensure all workers have current NDIS Worker Screening (and Working With Children Checks where relevant), and that their obligations are clearly set out in an Employment Contract or contractor agreement. Include confidentiality, privacy, incident reporting and code of conduct expectations.
Incident Management And Complaints
Your incident and complaints systems must be accessible, documented and action-focused. Set out how participants can raise issues and how you investigate, escalate and report (including reportable incidents).
Fit‑For‑Purpose Policies
Codify your operational standards - cancellations, travel, records, restrictive practices, conflict of interest and clinical governance - in clear policies your team can follow. A tailored Workplace Policy suite helps align staff behaviour with the NDIS Practice Standards.
Marketing And Consumer Law
When you advertise your services, your content must be accurate and not misleading. Align your website, brochures and social posts with Australian consumer protection rules, and make sure any service promises are reflected in your agreements and procedures.
What Legal Documents Should NDIS Providers Have In Place?
Every provider’s risk profile is different, but most will benefit from a core set of documents tailored to NDIS work:
- NDIS Service Agreement: Sets rates, scope, cancellation rules, travel, consent and complaints in line with the Price Guide. A tailored NDIS Service Agreement reduces disputes and audit risk.
- Privacy Policy: Explains how you collect, use and protect personal and health information. A dedicated NDIS Privacy Policy helps meet Practice Standards.
- Participant Consent Form: Records informed consent for services, data sharing and media (as needed). Use a standardised Participant Consent Form for clarity.
- Data Breach Response Plan: A practical playbook to manage and report data incidents. See Data Breach Response Plan.
- Employment Contract (or Contractor Agreement): Covers role duties, confidentiality, privacy, screening and code of conduct - start with an Employment Contract for staff.
- Workplace Policies: Guides for cancellations, travel, incident management, complaints, restrictive practices and WHS; a consolidated Workplace Policy suite supports training and audits.
- Plan Management or Specialist Agreements (if relevant): If you provide plan management or specialist supports, ensure your terms match Price Guide rules and your registration group conditions.
Not every provider will need every document, but most will need several of the above from day one. The key is to make sure your templates reflect the current 2024-25 Pricing Arrangements and your actual practice.
Key Takeaways
- The NDIS Price Guide 2024-25 sets the rules for billing, price limits and when you can charge for cancellations, non‑face‑to‑face time and travel - your agreements and systems should mirror these rules.
- Get the basics right: clear NDIS Service Agreements, consistent session notes, and evidence for every claim (including cancellations and travel).
- Protect participant information with a tailored NDIS Privacy Policy, robust consent processes and a workable Data Breach Response Plan.
- Support a safe, compliant practice with the right people documents - an Employment Contract for staff and a comprehensive Workplace Policy suite aligned to the Practice Standards.
- If you debit client payments or co‑payments, ensure your processes comply with Australian Direct Debit Laws and your terms are fair and transparent.
- Regularly review your pricing, terms and policies so they keep pace with the 2024-25 updates and your registration obligations.
If you’d like a consultation on aligning your NDIS pricing, agreements and policies with the 2024-25 Price Guide, you can reach us at 1800 730 617 or team@sprintlaw.com.au for a free, no‑obligations chat.
