FAQ

Rates

  • What do services cost?

    Services provided on weekdays within the hours 8 am and 6 pm are charged at $55 per hour.  Services requiring transport (such as shopping services or taking you to an appointment) have an added charge of $1.50 per kilometer travelled.

  • What payment options do you have?

    If you have a home care package you can talk with your case manager about drawing from your package to pay for our services.  Otherwise, clients can pay in cash on the day of service or by bank transfer within 7 days of receipt of invoice.

  • Do you offer after hours services?

    We do not usually work after hours, but we can negotiate to provide a single or one-off service outside our usual business hours if you have a particular need, such as requiring in-home assistance overnight after having surgery.

  • What do I pay if I cancel a service?

    If you cancel a service and notify us at least 24 hours before the scheduled service, there will be no charge for the service.  However, if you cancel the service within 24 hours of the agreed start time, the service will still be charged to you.  So please provide us with a day's notice if you need to cancel a service.

  • How do I change the time or day of the service?

    If you would like to reschedule a service, please phone us on 0418 565 587, and we will negotiate with you to arrange a different service time that will work for you and us.

Ensuring quality care

  • Are your workers qualified?

    Our workers have current first aid qualifications, Victorian drivers licenses, comprehensive car insurance, current vaccinations for COVID and flu, and experience in all aspects of house cleaning.  Staff providing personal care have certificates in individual support (home and community care) and in aged care.

  • Will my worker and I understand one another?

    We aim to provide the service you require to assist you in your everyday tasks, and we will check with you on what your needs are. We offer a respectful, safe and efficient service.  We like to have clear understanding of the nature of the service, so we offer a complementary 15 minute meeting before we commence a regular service, to check that all aspects are covered.  

  • What should I do if I am unhappy with the service I get?

    We want to always exceed your expectations, so please tell us if there is anything we can do to improve.  It is best if you can tell us straight away if you notice anything unsatisfactory about the service you receive from us.  For example, if we have missed out a task, or have moved an item, we can then straight away correct the error.  We would like to be sure that you are happy with the service before the service ends, so please let us know if there is anything we can improve on.  

    However, if you are dissatisfied with our response to your concerns, or you do not feel comfortable about talking with us, please be aware that you are able to make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822. Anyone can make a complaint and the service is free. You can complain anonymously, confidentially or openly. You can contact the Commission even if you haven’t spoken with us first.

  • Will my worker be trustworthy and respectful?

    We pride ourselves on providing a professional but friendly service designed to meet your requirements, in a safe and respectful environment. We hold recent police clearance and we follow Australian Privacy Principles to keep your information confidential.

  • For house cleaning services, do I have to provide all cleaning products and equipment?

    Please provide cleaning products free of bleach and amonia, and some cleaning cloths, such as mocrofibre cloths and wipes, a bucket and a mop that does not have to be wrung out by hand.  We like to use our own professional standard battery charged vacuum cleaners, which allow us to move quickly with fewer trip hazards (and this is part of our basic service, not requiring any additional charge to you). If you are unable to provide any necessary cleaning products or equipment, we can provide all that is needed, but we will charge an additional fee for the service (generally an extra $10 per service).