QUICK LINKS: General FAQs | NDIS | CHSP & Aged Care | Personal Care | Complex Personal Care | Cleaning & Household Tasks | Social Support | Meal Preparation | Transport | Shopping Services | Garden & Lawn Maintenance
Clinical or Nursing Tasks: Wound care, injections, catheter changes, or other medical procedures (these require a registered nurse or health professional).
Complex Medical Management: Interpreting prescriptions, adjusting medications, or managing medical devices without proper clinical oversight.
Non-Care Related Services: Tasks such as managing personal finances, legal matters, or unrelated errands are not part of Personal Care.
Heavy Domestic Work: Deep cleaning, home renovations, or moving heavy furniture.
Services for Household Members: Complex Care is provided only for the participant with assessed needs, not for other household members.
Unsafe or High-Risk Tasks: Anything that may put the client or worker at risk (e.g., using broken equipment, climbing ladders, or heavy lifting beyond safe practice).
Medication Management: Monitoring, administering, or recording complex medication regimens that go beyond simple reminders.
Health Condition Support: Monitoring and responding to conditions such as seizures, dysphagia, diabetes, or autonomic dysreflexia.
Specialist Manual Handling and Transfers: Safe transfers requiring hoists, specialised equipment, or tailored mobility strategies designed with allied health input.
Behaviour Support: Care delivered in line with approved Behaviour Support Plans to ensure safety and wellbeing.
Diagnosis or Prescribing: Support workers and nurses cannot diagnose conditions or prescribe or change medications. This must be managed by a doctor or specialist.
Surgical or Invasive Procedures: Operations, intravenous therapy (outside approved clinical plans), or invasive procedures are not provided in a home care setting.
Heavy Domestic Work: Deep cleaning, home renovations, or moving heavy furniture.
Unsafe or High-Risk Tasks: Anything that may put the client or worker at risk (e.g., using broken equipment, climbing ladders, or heavy lifting beyond safe practice).
Services for Household Members: Complex Care is provided only for the participant with assessed needs, not for other household members.
Non-Care Related Services: Tasks such as managing personal finances, legal matters, or unrelated errands are not part of Complex Care.
Laundry and Linen (as time permits)
Additional Light Household Tasks (as time permits)
Personalised Cleaning
Pest Control: Specialist pest treatment or fumigation services.
Outdoor or Trade Work: Gardening, lawn maintenance, home repairs, or renovations (see Gardening and Lawn Maintenance service).
General Domestic Duties
Laundry and Linen (as time permits)
Additional Light Household Tasks (as time permits)
Personalised Cleaning
Pest Control: Specialist pest treatment or fumigation services.
Outdoor or Trade Work: Gardening, lawn maintenance, home repairs, or renovations (see Gardening and Lawn Maintenance service).
Mental Health Therapy or Clinical Support: Specialist therapeutic or clinical services, which must be delivered by qualified professionals.
Participation without Consent: Any activity or service provided without the participant’s informed choice and consent.
Admission or Travel Costs: The cost of tickets, entry fees, or travel expenses (e.g., movies, theatre, theme parks, airfares, hotels, or national/international travel) is not included. Participants or their families are responsible for covering these costs.
Overnight or Extended Trips Without Approval: Overnight outings or long-distance events require pre-approval and funding in your plan.
Payment for Personal Expenses: Participants cover the cost of their own tickets, meals, or purchases (e.g., movie tickets, coffee, entry fees).
Unsafe or High-Risk Activities: Any group activities that may put participants or staff at risk.
Grocery Shopping: Assisting with creating a shopping list, accompanying you to the shops, or completing the shopping on your behalf.
Food Preparation and Cooking: Preparing ingredients, cooking meals, reheating, and portioning meals for the day or week, ensuring everything is stored safely.
Assistance with Eating and Drinking: Support with cutting food, feeding assistance if required, or ensuring safe swallowing techniques (especially for people with dysphagia).
Nutritional Support: Encouraging healthy eating habits and making sure meals are balanced in line with health professional guidance.
Kitchen Clean-Up: Washing dishes, wiping benches, and leaving the kitchen safe and tidy after meal preparation.
Friendly Conversation: Sharing moments of connection while preparing or enjoying meals together.
Meals for Other Household Members: Support is focused on the client’s needs, not the wider family or household.
Specialised Medical Diets Without Guidance: Unless prescribed by a dietitian or health professional, carers cannot create or adjust complex medical diets.
Deep Cleaning or Heavy Kitchen Work: Tasks like scrubbing ovens, moving heavy appliances, or full spring-cleaning of kitchens are not part of this service.
Restaurant-Style or Gourmet Cooking: This service is designed for safe, simple, and nutritious meals, not luxury or time-intensive meal experiences.
Unsupervised Food Safety Risks: Carers cannot prepare or serve food in unsafe conditions, or beyond their training (e.g., blending for dysphagia without a care plan).
Use of Unsafe or Non-Approved Vehicles: Travel in unregistered, uninsured, or unsafe vehicles, or using non-approved transport methods.
Participation without Consent: Any transport provided without the participant’s informed choice and consent.
Additional Travel Costs: Participants or their families are responsible for extra expenses during travel such as tolls, parking fees, or admission tickets for activities.
Creating a shopping list: Helping you plan what’s needed for the week based on meals, personal care and household essentials.
Accompanied shopping: Going with you to shops, supermarkets or chemists, offering mobility assistance and help with carrying items.
Shopping on your behalf: Completing the shopping independently if you cannot attend, following your preferences and budget.
Transport assistance: Helping you get to and from the shops safely when transport is part of your care plan.
Carrying and putting away items: Assisting with unpacking groceries and storing items safely at home.
Supporting independence: Encouraging your choice-making, confidence and engagement, including handling money where appropriate.
Payment for items: You cover the cost of your shopping. Staff cannot pay for groceries on your behalf.
Shopping for household members: This service supports your needs only, not other family members or housemates.
Non-essential or luxury shopping: Carers cannot purchase high-value or non-essential items outside your care plan.
Unsupervised financial management: Support workers cannot manage money, banking or financial decisions beyond agreed shopping tasks.
Unrelated errands: Tasks like collecting dry-cleaning, parcels or unrelated items are not included.
Heavy or unsafe lifting: Workers cannot carry excessively heavy items or transport goods in unsafe conditions.
Transport outside the care plan: Taxi-style trips or long-distance travel are not included unless approved in your plan.
Yes. We can complete the shopping independently, return with your groceries and help put them away.
Staff cannot use client bank cards or access bank details. We encourage clients to use cash or prepaid cards, and all handling of money is recorded for transparency.
Yes. Whether you prefer a supermarket, market or chemist, we will shop where you feel most comfortable.
A list is helpful but not essential. We can create one together or plan it on the day.
When possible, yes. We prioritise consistency so you can feel supported by someone you know and trust.
Landscaping or Tree Removal: Large-scale landscaping, tree lopping, or removal services.
Unsafe or High-Risk Tasks: Anything that may put the client or worker at risk (e.g., using ladders, chainsaws, or heavy machinery).
Pest or Weed Control Chemicals: Specialist pesticide or herbicide spraying beyond general weeding.
Home Repairs or Construction: Building work, fencing, or renovations.
