Your questions answered

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When will services start?

Our aim is to provide services as soon as we possibly can and give priority to people with the most urgent needs.

Below is an approximate guide as to when you can expect services to start:

  • Personal care services - within a week
  • Shopping, domestic and respite services - within a fortnight  
  • Delivered meals - within 48 hours 
  • Home maintenance & modifications - scheduled according to the priority of each task

When are services scheduled?

Our aim is to establish a regular care schedule that fits in with your daily routine and plans. Services take place while you are at home. If you are unable to be home or your plans have changed, please let us know as soon as possible.

Services need to be cancelled or rescheduled with at least 24 hours notice otherwise you may still be charged the standard nominal fee.  

Will I still receive my services on a public holiday?

Personal care tasks are provided on public holidays, however any regular domestic or respite services are not provided and will take place the next scheduled date following the public holiday. 

When would you call my nominated emergency contact person?

If we are unable to make contact with you and have concerns about your wellbeing, we will call your emergency contacts in the order you have provided. If it's an emergency situation the ambulance may be called. 

Is there an after hours phone number for unexpected changes?

Yes, there is an after hours phone number 1300 819 200 that can be used when you need to cancel your service at short notice unexpectedly, for the next morning for instance. If your scheduled service is not due first thing the next day, please wait and call the office after 8.30am.

More information

For more information, or if you need answers to your questions please call 1300 819 200.