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Jun 23, 2023

Changes to the Northcott My Service Agreement


Northcott is making some changes to the My Service Agreement (MSA). The changes come into effect on 1 July 2023.

The changes will make it easier for customers to start accessing services quickly when they are signing up for a new service. Customers will also be able to continue receiving services without interruption when the NDIS changes its prices or when their MSA expires and needs to be renewed.

The MSA includes the terms and conditions for the services that customers receive from Northcott. It’s important that existing and new customers understand the changes.

Do you need this information in a different format? See the bottom of this story for some other options. You can also contact your Northcott Customer Partner or Coordinator to help you understand the changes.

What are the changes?

There are 3 changes to the MSA.

Change 1 – Attendance at first appointment. This is clause 2.m)

Clause 2.m) has changed so that once a customer has been given an MSA;

  • The customer can start attending services straight away (even if they have not yet signed and returned the MSA).

By attending a first appointment or service;

  • The customer is agreeing to the terms of the MSA and service schedule.

Change 2 – What happens to Northcott costs when the NDIS changes its prices. This is clause 4.b)

Clause 4.b) has changed so that when NDIS prices change;

  • Northcott will tell customers
  • We will automatically make changes to service schedules

Northcott will continue to use the prices set by the National Disability Insurance Agency (NDIA).

Change 3 – Renewal of Agreement clause. This is clause 7.

Clause 7 has changed so that when a customer’s MSA expires;

  • The services they are receiving can continue without stopping
  • Northcott will arrange for a new MSA to be completed within 4 weeks of the expiry date.

The updated MSA can be downloaded from the Northcott website.

To access information about the changes and the updated MSA in a format that best suits your needs, click on the links below;

Changes to My Service Agreement

Easy English

Key Word Sign (watch)


Chinese Simplified

Chinese Traditional



My Service Agreement


Chinese Simplified

Chinese Traditional



Accessibility and Inclusivity

We respect and honour Aboriginal and Torres Strait Islander Elders past, present and future. We acknowledge the stories, traditions and living cultures of Aboriginal and Torres Strait Islander peoples on this land and commit to building a brighter future together.

Read more about our commitment to reconciliation

Montrose is now part of Northcott!

Welcome to our new website.

If you have any questions, please speak to your Service Manager, Service Coordinator or call us on 1800 818 286.