Frequently Asked Questions

  1. What is Home Carers Direct?

    Home Carers Direct is an online marketplace for home care services, where people seeking home care can connect with, and engage, local home carers directly. Learn more about us.

  2. How is Home Carers Direct different to an agency?

    Home carers using Home Carers Direct are independent workers running their own businesses. They choose where and when they want to work, who they want to work with and, depending on their qualifications, the services they provide. Importantly, they also set their own hourly rates.

    Care seekers engage carers directly, meaning there is no middle party. As a result, care seekers may pay less, and home carers may earn more, than with a traditional care agency or provider.

    Care seekers can also rate and leave feedback about their experiences. A carer's ratings can be seen on their profile.

  3. What types of home care services can be found on Home Carers Direct?

    The services offered fall into three categories:

    • Domestic and Social Care
      • Companionship (at home, activities, outings)
      • Home and garden maintenance
      • Home Cleaning
      • Laundry
      • Meal planning and preparation
      • Monitor diet and hygiene
      • Personal assistance (e.g. paying bills)
      • Shopping
      • Transport
      • Transport (specially outfitted for wheelchair)
    • Personal Care
      • Assist clients with medication
      • Assist with continence management
      • Assistance with eating
      • Assistance with ventilator
      • Care coordination
      • Dementia care (Personal care)
      • Exercise / rehabilitation / therapy
      • Grooming / dressing
      • Manual handling / Hoist and transfer
      • Palliative care (Personal care)
      • PEG tube feeding
      • Showering / bathing
      • Toileting
    • Nursing Care
      • Acute care
      • Case assessment and management
      • Catheter care
      • Continence assessment / management
      • Convalescent care
      • Dementia care (Nursing care)
      • Medication management
      • Observation and continuous monitoring
      • Palliative care (Nursing care)
      • Respiratory care
      • Wound care
  4. Is Home Carers Direct safe?

    Your safety is of paramount importance. We have rigorous processes and high-level system intelligence in place to help promote your safety. Read more by selecting the option below that applies to you:

    Read about how Home Carers Direct promotes the safety of care seekers

    Read about how Home Carers Direct promotes the safety of care providers.

  5. Do I need to pay a fee to Home Carers Direct?

    Home Carers Direct charges a fee in exchange for the hosting and administration functions we provide. Fees payable depend on whether you are a care seeker or a home carer.

    For care seekers, this fee is equal to 5% of the fee charged by the home carer. This 5% is payable in addition to the carer's fee.

    For home carers, this fee is equal to 10% of the fee that the care seeker has paid you.

    Transaction fees may be charged by Assembly Payments (our chosen payment gateway). We may pass on a portion of those fees to care seekers. If so, this will be disclosed before you pay.

    Find out more about fees, as well as how fees are calculated.

  6. How can I pay for home care services?

    You can pay by bank transfer, BPAY, credit card (Visa or MasterCard only) or with funds held in a digital wallet.

    Some payment methods incur transaction fees - find out more.

  7. Is my financial information safe?

    Your visit to our site is protected by an industry-standard SSL certificate.

    Your bank account or credit card details are sent through to our payment provider, Assembly Payments, for secure off-site storage. The details you enter on this page are never seen directly by us.

    Assembly Payments provide us with a unique token for your account, which we store and use on the Home Carers Direct website to send and receive payments - this token is only valid for our platform, and can't be used on any other website or payment gateway.

    When your account has been added, we will get some details from Assembly Payments regarding your account so that we can update the list of accounts you have. This will include masked (hidden) bank account or credit card details, but we never store, display or have any complete access to any of your financial data.

  8. Can I adjust the booking details after the booking takes place? (e.g. if the carer spends less or more time than originally booked for)

    Under the Home Carers Direct user agreement, care seekers have 3 days immediately after the care event to notify Home Carers Direct if home care services have not been delivered or to make an adjustment (increase or decrease) to the amount of time to be paid for.

  9. Do the dates and times on the booking record need to be totally accurate?

    Yes, this is very important for insurance purposes. Insurance arranged by Home Carers Direct on behalf of carers applies only in relation to the booking that is detailed in the booking record as arranged and paid for through the Home Carers Direct platform. Therefore, it is essential that all the details in the booking record are accurate.

  10. What should I do if a home carer or care seeker offers to arrange or pay for home care services outside the platform?

    If a home carer or care seeker offers to arrange or pay for home care services outside the Home Carers Direct platform, you should decline the offer and report them to Home Carers Direct.

    The main reason for this is that insurance covers apply only to home care services that are arranged and paid for on the Home Carers Direct platform.

    If home care services are arranged and paid for outside the platform, the carer will not be covered by the insurance arranged by Home Carers Direct on behalf of the carer.

    In addition, invoicing or arranging payment of booking fees outside the platform is contrary to the Home Carers Direct terms of use.

    The Home Carers Direct system has been designed so that payments can be held securely by an independent party. Not only does this provide fairness to both care seekers and home carers, the cashless system is also safer, more transparent (because it is fully integrated with the invoicing) and, in many cases, more convenient.

  11. Can government funding be used with Home Carers Direct?

    If your government funding allows you to choose who delivers your home care services, you can use that funding to engage a care or support worker of your choice using the Home Carers Direct platform. Read more about government funding.

    We recommend that care seekers confirm with their chosen carer that the carer has recorded their ABN in our system before making the first booking with them.

  12. What are the minimum requirements for carers using the Home Carers Direct platform?

    The following are mandatory for offering any home care service on the Home Carers Direct platform:

    • a national police record check every 2 years (carers must meet suitability criteria);
    • photo identification;
    • a valid working with children check (if the carer offers to work with children);
    • proof of each qualification the carer says that they have;
    • 2 referees.

    In addition, particular home care services require specific qualifications. Read more about this in the question below.

  13. Can an organisation be a care seeker on Home Carers Direct?

    Yes. An organisation can be a care seeker at Home Carers Direct. We have a tailored care seeker on-boarding process for organisations.

  14. I am a home carer. What home care services can I provide according to my qualifications and experience?

    Our system will allow you to provide specific home care services in line with your qualifications and experience. Read more about services available.

  15. Does Home Carers Direct provide training?

    Home Carers Direct does not provide or organise any training, however, if you are considering a Certificate IV in Ageing Support, or Disability, Home Carers Direct recommends Nepean Industry Edge Training.

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