It’s common to have service agreements out for signing for days or weeks. CoordHub’s service agreement register gives you a consolidated view of what’s unsigned across your caseload.

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Finding unsigned agreements

Go to Registers in the sidebar and click Service Agreements. This shows all service agreements across the organisation (or your caseload if you’re a coordinator). Filter by Status = Sent to see agreements currently waiting to be returned. The register shows:
  • Participant name
  • Agreement date
  • Status
  • Days since sent (so you can spot ones that have been out a long time)

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Following up

CoordHub doesn’t send automatic reminders for unsigned agreements — following up is a manual step. When you follow up:
  1. Contact the participant, their guardian, or nominee (whoever you sent the agreement to)
  2. Confirm they received it and ask if they have any questions
  3. Arrange a time to collect the signed copy if needed
Log your follow-up as a non-billable activity so there’s a record of when you chased it.

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If an agreement needs to be reissued

If the agreement details have changed (e.g. rates updated, plan period revised) after you’ve already sent it:
1

Create a new draft

Open the existing service agreement and click Duplicate to start a new draft with the same details. Edit the updated fields.
2

Mark the original as superseded

Change the status of the original sent agreement to Superseded and leave a note on the record explaining why it was replaced.
3

Send the new agreement

Export the new agreement as PDF and provide it for signing as normal.
If a participant is starting support and the signed agreement hasn’t come back yet, you can still log activities — but flag the unsigned SA in your notes. An unsigned service agreement is an audit risk if support has already commenced.

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Suggested follow-up timeline

CoordHub doesn’t send automatic reminders for unsigned agreements, but a consistent follow-up approach reduces the risk of agreements staying out for extended periods:
DayAction
Day 0Provide SA for signing. Mark status as Sent in CoordHub.
Day 7First follow-up — confirm receipt and ask if they have questions. Log as non-billable activity.
Day 14Second follow-up — ask for a return date. Offer to collect in person if needed. Log as non-billable.
Day 21Escalate to the participant’s guardian or nominee if the participant hasn’t responded.
Day 30If still unsigned, document the situation and discuss with your administrator. Consider whether to continue providing services without a signed SA.
Providing ongoing NDIS support without a signed service agreement is an audit risk. While NDIS rules don’t mandate that an SA be signed before supports begin, the absence of a signed SA when audited may be flagged as a governance gap. Pursue signing promptly.