Frequently Asked Questions

Kinder Caring has been supporting Australians since 1998, helping individuals live independently with compassion, dignity, and strong clinical oversight. We stand out through our extensive experience, our commitment to clinical quality with nurse-led care programs, and our personalised approach to support. Our care workers are matched to your individual needs and preferences, and we are accredited to national industry standards. We are also a registered provider for NDIS, iCare (NSW), TAC and WorkSafe (VIC), and NIISQ in Queensland.

We offer a full range of services including in-home aged care, disability support, nursing care, respite support, allied health services, and 24-hour assistance, depending on your needs.

Our team is available during office hours from 8:00 AM to 6:00 PM Monday to Friday, excluding public holidays. Outside these hours, we offer after-hours support for urgent situations, and you can reach us any day of the week by calling 1300 796 675.

Yes, we work closely with several government funding programs including Home Care Packages and the NDIS. Our team can guide you through the process and help you understand what you may be eligible for.

We offer a free in-home consultation to assess your situation and build a care plan that works for you. The cost depends on how complex your care needs are, how many hours you require, and whether travel is involved. We’ll also help you understand if you’re eligible for subsidies or funding.

Yes, we have extensive experience in providing 24-hour care for clients with high and complex needs. As there are different levels of 24-hour support with varying costs, it’s best to discuss your care requirements with one of our experienced nurses. They can help tailor a care program that aligns with your individual needs and preferences.

The minimum booking time depends on the type of service. For physiotherapy, the minimum is 30 minutes. For care workers, nurses, and occupational therapists, the minimum is 1 hour. Domestic cleaning services require a minimum of 2 hours. On public holidays, all services are subject to a 2-hour minimum. Bookings are scheduled in increments of 30 minutes, 1 hour, and then in 15-minute increments thereafter. Please note that minimum booking times are subject to rostering availability and may not be offered in all areas or time slots.

No, we don’t charge any upfront or exit fees. We also offer a free initial consultation so you can explore our services without obligation.

To change or cancel a shift, please contact our office directly rather than your care worker. We encourage as much notice as possible, and if you cancel a shift more than 24 hours in advance, there will be no charge.

We issue invoices weekly for the services you received in the prior week, ending each Sunday. Payment is due within seven days.

You can pay via direct bank transfer or credit card. We accept Visa, MasterCard, and American Express. Credit card payments may include a processing fee.

No, all payments must be made through Kinder Caring. Our care workers are not permitted to accept payments, and paying them directly may void your insurance coverage. You will still be liable for the full service fee.

If a care worker is unavailable, we’ll do our best to find a suitable replacement in consultation with you. We require our staff to log in and out of each shift, so we maintain a reliable record of their attendance. If a care worker doesn’t turn up and you haven’t been contacted by our office, please call us immediately. We will investigate and arrange a replacement as quickly as possible. If we’re unable to provide an alternative, you will not be charged for the missed service.

Absolutely. Your comfort is important to us, and if you’re unhappy with your care worker for any reason, we’ll work with you to make a change.

All our staff undergo a thorough screening process that includes police and reference checks, along with mandatory clearances such as NDIS Worker Screening and, where applicable, Working with Children Checks. Every team member also maintains current CPR and First Aid certification.

Yes, most of our care workers hold at least a Certificate III in Individual Support. They also receive regular training and development and are backed by our clinical nursing team.

Yes, but only if you or your authorised representative have given written consent in advance. The support provided will be clearly documented and must be agreed upon before any care worker assists with handling money.

If you have provided written consent and it's documented in your care plan, care workers may assist with purchases using your cash or EFTPOS card as instructed. They are required to keep receipts and complete records for each transaction to ensure transparency and accountability.

Kinder Caring has a no-gift policy to maintain professional boundaries. If you wish to give a gift of nominal value (under $50), it must be reported to the office, and a Gift Approval Form must be completed.

No. Care workers are strictly prohibited from borrowing or lending money, giving financial advice, or using your money for personal benefit. They also cannot use their own funds to pay for your purchases unless it’s a documented emergency and has been approved by a manager.

Yes. If your care plan includes travel support, care workers may use their own vehicles, provided they are properly registered and insured. Charges apply for transport time and any tolls or parking expenses.

Yes, but you or your representative must first sign a specific agreement to allow this, known as the Care Worker Use of a Client’s Vehicle Terms and Conditions.

At Kinder Caring, our Case Managers play a central role in ensuring your care is safe, consistent, and personalised. Every care journey begins with a comprehensive, nurse-led clinical assessment that considers your medical needs, lifestyle, goals, and home environment. This helps us deliver the right care from the outset.

Your Case Manager oversees the selection and coordination of care staff, ensuring they are not only clinically suited to your needs but also personally compatible. All care is delivered under clinical supervision, with ongoing support and regular in-home reviews. This allows us to update your care plan as your needs evolve — whether due to changes in your health, preferences, or environment.

In addition to coordinating your care team, our Case Managers collaborate closely with your broader support network — including GPs, allied health professionals, rehabilitation consultants, and insurers — to ensure your care is well-integrated and aligned with your overall goals.

You can speak directly to your Case Manager, call us on 1300 796 675, email info@kindercaring.com.au, or submit a form on our website. All feedback is treated confidentially and taken seriously.