Frequently Asked Questions (FAQs)

Welcome to our FAQ section! We’re here to make things as clear and straightforward as possible. If you have any questions about costs, scheduling, quality of care, or special needs, you’re in the right place. We’re excited to help you with any information you need.

Questions About Cost

What will my services or support cost?
At Ineed Care, we strive to keep everything transparent and straightforward. We charge according to the standard NDIS or Aged Care fee and promise never to charge more than what’s specified in the price guide. Before you sign any agreement with us, we’ll clearly outline your weekly costs so there are no surprises.

What will my contribution be?
If you have NDIS funding, you won’t have to pay anything out of pocket. For those without funding, you can still hire our services privately. Our standard private client rate is $67.56 per hour. However, we understand that financial situations can vary, and we’re happy to discuss lower rates if you’re facing economic hardship.

What administrative fees do you charge?
As a charity, we don’t charge any administrative fees. We’re here to provide support without the extra costs!

Will I get an itemised list of my charges?
Absolutely! You’ll receive an itemised invoice that details all your charges. We want you to have complete visibility into your costs. If you have any questions or concerns about the invoice, please get in touch with us—we’re always here to help.

Do you charge extra for carers to travel to my home?
We don’t charge extra for our carers to travel to your home. However, if our carers use their cars, there is a fee of $1 per kilometre plus any tolls we reimburse.

What are the hourly rates for specific services?
The rate for standard self-care assistance on weekdays is $67.56 per hour. We strive to provide clear and fair pricing for all our services.

Do you charge exit fees if I end my service?
No, we don’t charge exit fees. As a charity focused on your needs, we’re committed to providing support without additional costs when you decide to end our services.

Questions About Scheduling

Will the same carer visit me every time?
Yes, we aim to have the same carer visit you regularly, as long as they’re available. If they’re sick, on holiday, or dealing with a family emergency, we’ll arrange for someone else to cover them. If you notice any delays or issues, please call us, and we’ll address them promptly.

Do carers arrive at a specific time?
Our carers strive to be punctual. If they’re scheduled to arrive at 10 o’clock, they should be there at that time. Call us for any changes or delays, and we’ll update you.

How far in advance do I need to change my schedule?
We ideally need a week’s notice for schedule changes. However, we understand that emergencies happen and will do our best to accommodate them. Our workers are often casual employees who rely on their pay, so we appreciate as much notice as possible.

Do you offer overnight and holiday services?
Yes, according to the NDIS pricing guide, we do provide services after hours and on holidays. We’re here to support you whenever you need us!

Questions About Quality

What is unique about your service?
What sets us apart is our genuine care, professionalism, transparency, and attentiveness. We listen to your needs and provide the support that’s just right for you.

How long have you been providing home care services?
I Need Care was founded on July 4, 2022. While we’re a new organisation, our directors and staff bring decades of experience in caring professions. We’re dedicated to delivering high-quality care with a wealth of experience behind us.

What are your main strengths as a provider?
Our main strengths include punctuality, professionalism, and a deep commitment to caring for people with disabilities and older adults. As an ACNC-registered charity, we’re dedicated to making a positive impact. Our managing director is a medical doctor, and our other directors have over 20 years of experience in the industry, bringing a wealth of knowledge and expertise.

Do you know if you train your care workers?
Yes, we ensure that all our care workers receive professional development training. They are fully qualified when hired, and while we don’t use subcontractors, we can source one if needed to meet your specific requirements.

How do you monitor and improve the quality of your staff?
We monitor our staff daily through shift notes and timesheets and continuously gather client feedback to improve our services. We would appreciate it if you’re satisfied with our priority.

What should I do if I’m unsatisfied with my care?
If you’re dissatisfied with any aspect of your care, please let us know immediately. You can call us or submit a written complaint, and we’ll follow up within 24 hours to resolve the issue.

Have you had any recent sanctions or non-compliance notices?
No, we’ve never received a sanction or notice of non-compliance. If we ever do, we will address the issue immediately and take the necessary steps to resolve it.

How do you think you could gather and implement client feedback?
We value your feedback and collect it through phone calls, emails, and an annual customer satisfaction survey. Your input helps us improve and tailor our services to better meet your needs.

Can I switch caregivers if needed?
Yes, you can switch caregivers at any time. We need at least one week’s notice to find a suitable replacement who will work well for you.

Questions About Special Needs

Do you have carers who understand my culture and faith?
Yes, we employ carers from a variety of cultural and religious backgrounds. If we don’t have someone who matches your specific needs, we will try to recruit someone who does.

Can I use my NDIS funding for a holiday, like a cruise?
While NDIS funding doesn’t cover the holiday cost, you can claim some costs for bringing a support worker along. Contact us for more details on how to arrange this.

If you have any more questions or need further information, feel free to contact us at Ineed Care on
0449 719 035. We’re here to assist you and ensure you have everything you need for a smooth and supportive experience.