FAQ
Questions people ask us.
If your question is not here, call. A real person answers, and there is no obligation.
Getting started
How soon can we start? As soon as we can arrange a first visit, which we set with you in the free chat. If it is urgent, tell us.
Do I need a referral? For private care, no. For NDIS or Support at Home, the funding pathway may need an assessment or plan.
Can I meet the carer first? Yes, wherever we can. That first meeting is part of the service.
Can I change my hours? Yes. Tell us early and we will adjust the roster where we can.
Funding
How is care funded? Private clients pay us directly. NDIS participants who are self-managed or plan-managed can include our supports. Support at Home has its own assessment and contribution rules.
Are you a registered NDIS provider? We support self-managed and plan-managed participants. We are not a plan manager. Ask us directly about your plan.
Do you manage NDIS funds? No. Your plan manager or you handle the funds. We provide the service and the invoice.
Care and carers
Will I get the same carer? Yes, wherever we can. We roster the same carer to your routine and tell you who is coming before each visit.
What checks do carers have? Every carer is police-checked before their first visit, and our service is fully insured. We also take references.
What if I do not connect with my carer? Tell us. A different fit is better than a polite mismatch. We will talk about what you need.
Can you give medication? Medication support is part of nursing and some care roles, depending on the task and training. We confirm the clinical plan with you and the treating team.
Practical
Where do you work? Metro Melbourne. Call with your suburb and we will confirm travel honestly.
What are your hours? Call us. Availability depends on the support and the area. We will tell you what we can cover.
What if I need to cancel? The arrangements are confirmed before care starts, including what happens if plans change. Nothing is buried.
How do I raise a concern? Tell us first. If you are not satisfied, our complaints page lists the external bodies you can contact.
Still have a question?
Call us. If we do not know, we will say so and point you to someone who does.