Frequently Asked Questions for Care Seekers

  1. Is Home Carers Direct safe for care seekers?

    The safety of our platform users is of paramount importance. Home Carers Direct promotes the safety of care seekers through:

      System intelligence that allows carers to offer only the services they are qualified to provide

      Our system prohibits a carer from offering care services they are not qualified to perform. For example, the platform will not allow a booking if the care recipient is a child and the carer does not have a valid working with children check.

      The possibility to report and deregister carers

      Home Carers Direct can deregister carers (and care seekers) from the platform in certain circumstances - for example, where the carer has acted inappropriately.

      Ensuring all carers are properly insured

      Home Carers Direct has arranged market-leading general liability, professional indemnity and personal accident and sickness insurance on behalf of carers for services arranged and paid for on the platform.

      A rigorous carer registration process

      Home Carers Direct has developed a rigorous carer registration process that includes:

      • a national police record check every 2 years (carer must meet suitability criteria);
      • photo identification;
      • a valid working with children check (if the carer wants to work with children);
      • proof of qualifications;
      • 2 referees.

      Strict adherence to privacy principles

      All personal information collected by us will be treated in accordance with the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth). These principles provide for how personal information may be collected, used, disclosed, stored and destroyed. Home carers using the Home Carers Direct platform are required to treat personal information in accordance with these same principles.

      Feedback and ratings

      Care seekers can provide feedback to Home Carers Direct about a carer. They can also rate carers. These ratings are visible to all future care seekers.

    • Do I need to pay a fee to Home Carers Direct?

      Yes. Home Carers Direct charges a fee in exchange for the hosting and administration functions we provide.

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

      Payment processing 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.

      See all of the fees, and find out how fees are applied to your transaction.

    • 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 an Assembly Payments digital wallet.

      Some payment methods will incur a transaction fee. You can also find out more about how fees are calculated for your booking.

    • Can government funding be used at Home Carers Direct?

      If your government funding allows you to choose who delivers your care or support services (e.g. Home Care Package, NDIS), you (or the provider managing your funding) can use that funding to engage a care or support worker of your choice using the Home Carers Direct platform.

      Care or support workers using the Home Carers Direct platform have current national police checks (less than 2 years since issue), their qualifications have been verified and they are insured.

      We recommend that you confirm with your chosen carer that they have recorded their ABN in our system before making your first booking with them.

      Provider organisations can register as Care Seekers on the Home Carers Direct platform and are encouraged to independently verify any aspect of a care or support worker's profile or ask them any question.

    • Am I insured for personal injury when I travel in my home carer's car?

      All jurisdictions in Australia have a compulsory third party insurance scheme which applies to registered motor vehicles. The scheme provides personal injury insurance for people who are injured in a transport accident.

      Therefore, if you are being driven by your carer in their car, it is important that you verify that the carer holds a valid driver licence and that their car is registered.

      You can verify that the carer holds a valid driver licence by asking them to show it to you. You can verify that the vehicle is registered by visiting the following site:

      - for Victoria

      - for Tasmania

      - for Western Australia

    Do you work as a carer?