Frequently Asked Questions
Finding a Hero
How much does it cost to find a Hero?
It's free to register to find a Hero. You're then able to browse our directory of amazing Heroes to find the most suitable carer or companion for you.
How do I look for Hero?
Simply, go to our Home Page and click Find a Hero.
Can I trust the Heroes?
Our Heroes have been verified with an interview, and 2 reference checks and have also provided. Also, we encourage seekers to rate and give feedback on their Heroes so that others can use the community to find suitable caregivers.
Rest assured that all Heroes have applicable insurance.
How much will it cost?
A flat rate of $32 per hour incl. GST for all services provided. You only pay for the time the Hero is providing care.
How do I pay for the services?
Upon completion of each visit an invoice will be sent to your e-mail for credit card payment via PayPal.
How is a visit from a Hero carried out?
Once your Hero arrives at your house they will login to start the visit. They will then carry out activities and tasks that you have agreed upon in your personal messages. Once visit is completed Hero will logout of the visit and an invoice will be sent to youremail for payment.
How do I rate my Hero?
A rating pop up will be sent to you along with your invoice at the completion of your visit which will allow you to rate your Hero out of 5 and leave comments.
How do I cancel a Hero?
Go to the job status and select cancel. Cancellations more than 24 hours in advance will not incur a penalty. Cancellations within 24 hours of the visit will incur the cost for the scheduled visit.
What if the Hero cancels
If the Hero cancels you will not be charged.
Heroes are evaluated based on their ratings. If you are dissatisfied please rate them and provide feedback for the rest of the community.
What if the Hero is late?
You only pay for the service you are provided. Heroes are paid per hour so you will not be charged until they arrive to start work and the payment will end when they leave. If they are late and an agreement is not made for them to make up this time please rate them and provide feedback for the rest of the community.
How do I look for a carer with specific skills?
Each Hero has a profile with a description of themselves and their skills.
What if I need nursing or higher care?
At Home Care Heroes we provide companionship only. If you require higher levels of care, we can assist you finding the right support and services for you.
If the matter is urgent please contact a professional health care provider or call 000 immediately.
Being a Hero
How much does it cost to register as a Hero?
It's completely free to sign up!
How do I register?
Go to Home Page, select Work With Us and set up your profile.
What are the requirements to become a Hero?
All Heroes must have:
- Valid Police check.
- 2 Australian References.
- Australian Business Number (ABN).
- Australian Bank Account.
Only once we have the above are we able to publish your profile in our directory.
How much do I get paid?
Heroes are paid $25 per hour for all companionship and domestic assistance services, including transport.
How do I get paid?
You get paid monthly into your nominated bank account based on the total number of hours completed in the prior month. E.g. For services provided in January you will be paid in February.
How are my hours calculated?
Once the task is completed, login and complete the visit. After completion a confirmation email will be sent to Care Seeker for approval. You still get paid for 1 hour if the job takes less than 59 minutes.
What if I want to volunteer?
We are always looking for ways to expand our services and to help with the community so please contact us at firstname.lastname@example.org
How far do I need to travel?
You are your own boss so you decide! Care Seekers are matched to you by location. It is then your choice to decide if you want to accept jobs.
Do I get paid for travel time?
No, the visit begins once you arrive at the Care Seeker's house and ends when you leave.
Do I get paid for petrol if I need to take the Care Seeker out in my car?
No, you are paid the flat rate of $25 per hour. You are paid for the time that they are with you and you are providing care and companionship services.
What happens if the Care Seeker cancels?
If Care Seeker cancels within 24 hours, this will be considered a forfeit and you will still get paid for the full amount of the scheduled agreement.
Can I contact a Care Seeker who has not yet contacted me?
Use your profile to advertise the quality of your services and a Care Seeker will find you. For privacy and security purposes we cannot disclose the personal details of our Care Seekers. If you are having trouble finding a Care Seeker, please let us know through our Contact Us page so we can help you.
Do I need insurance?
Yes. In order for us to protect both ourselves and your best interests all Heroes are required to have public liability and errors and omissions insurance.
Home Care Heroes has a Group Liability & Professional Indemnity policy that covers Heroes while they are working. The cost of this policy is $0.48 per hour of work, which is deducted from our payments to you.
If you already have appropriate insurance, please email us a a copy of your Certificate of Insurance and we will remove you from our policy.
What does your insurance cover?
Home Care Heroes have a Group Liability & Professional Indemnity. If you are covered by our insurance, in the event that you are held responsible / liabile for personal injury, property damage or financial injury resulting from your work as a Hero, this policy will protect the interest of Home Care Heroes and of Heroes themselves.
Home Care Heroes also have a Group Personal Accident policy. If you are covered by our insurance and are injured whilst working and unable to work, this policy would pay a weekly benefit to cover a portion of the weekly wages received from Home Care Heroes bookings.
What happens if a Care Seeker is injured whilst I am caring for them?
If a care seeker is injured whilst you are caring for them and they believe that this injury is a result of your actions, they will need to submit their demands for compensation to Home Care Heroes in writing at the earliest possible opportunity.
Once you receive demands from a care seeker, you will need to provide this to Home Care Heroes as soon as possible so that a claim can be lodged with our Insurer. Home Care Heroes’ Insurance Broker and/or Insurer will then manage this claim on our behalf.
What happens if I get injured whilst working as a Hero?
If you are covered by our insurance and are injured while working as a Hero, please contact us as soon as possible so that we can assist you through lodgement of a claim.
If you provide your own insurance it is your responsibility to handle claims with your insurer.
Do I have to pay tax?
As an independent contractor you need to pay your own tax. Please seek further advice from a tax professional.
How do I obtain a NSW National Police Check?
For a quick and easy police check we suggest you use our affiliate partners CV Check using the link below. A police check here is only $44.90 vs $53 if you go straight with the NSW Police. On top of that it makes life easier for us as we can verify your Police Check straight away if you use the following code BS3QYUFObtain a Police Check from CV Check