Changes to service and your safety
Services depend on available resources and your funding eligibility. Services are not provided on public holidays (meals are delivered on another day in advance).
If you cannot be home or are too unwell to receive your service, please contact us to make other arrangements. In an emergency, please provide as much cancellation notice as possible by calling during office hours or leaving a message. You may be charged if 24-hours cancellation notice is not provided.
Please inform us if your situation or emergency contacts change. We can alter the type of help you receive to maintain your independence at home.
If you do not answer the door when we visit, our office staff will attempt to contact you or your emergency contacts to follow up on your wellbeing. If we are unable to contact you and have strong concerns about your safety, we will contact the police who may organise entry into your home.
During periods of excessive heat or in the event of a storm, services may need to be amended, postponed or cancelled.
We take measures to ensure the health and safety of you, our staff and volunteers. You will be notified of any changes that may be required.
If you witness, suspect or experience abuse (physical, financial, sexual, emotional or neglect) in any context, you can speak to us confidentially. Support is also available at:
Advocacy and privacy
Clients can nominate a trusted person, friend, family member or a professional (e.g. State Trustees) to act on their behalf when they feel unable to express their views independently. For people accessing aged care services, you can contact My Aged Care to nominate a ‘representative’.
Your information is private and we do not disclose any details to people who you have not approved. The staff and volunteers need relevant information to provide your care. You have the right to request access to your information and make corrections.
Full copies of the Aged Care Charter or HACC PYP Statement of Rights and Responsibilities can be provided on request.
Fees are based on government subsidies, your household income and vary for each service and person. Fees are agreed upon before any service commences with invoices sent monthly.
Services may be suspended if fees are unpaid. Please contact us if your income changes. We recognise expenses may be difficult, so contact us if you are experiencing financial hardship and want to discuss a repayment plan or temporary fee reduction.
We also offer suggestions like free and confidential financial counselling via National Debt Helpline 1800 007 007 or Centrelink 13 24 68.
At this time, we can not accept a ‘fee for service’ for people ineligible for the government funding discussed during your assessment (if you are a Home Care Package or NDIS recipient for example).