Terms of Use







  1. HCH provides a safe environment for each person to make a complaint.
  2. HCH ensures that there are no negative consequences or retribution for any person who makes a complaint.
  3. HCH supports participation in the complaint handling process of any person wanting to make a complaint and work with the person to identify the desired goal.
  4. HCH treats each person making a complaint in a manner that protects their privacy and respects confidentiality.
  5. HCH is committed to and demonstrate fair and timely resolution of complaints.
  6. Each person is kept informed at all stages of the decision making process concerning their complaint and the reasons for those decisions.
  7. Each person has continuous and easy access to meaningful and culturally relevant information about the service provider’s complaint policy and processes.
  8. Each person has the opportunity to have a chosen support person such as an advocate to assist or represent them during the process.
  9. Each person making a complaint is supported by HCH, in a way which reflects their individual, cultural and linguistic needs to assist them to understand and participate in the complaint handling process.
  10. Each person determines how, when and where the complaint will be made.
  11. Each person has the opportunity to nominate the person they want at the service as the key contact regarding the complaint.
  12. HCH has a written complaints policy and associated processes which reflect relevant legislation, standards and sector policy.
  13. HCH ensures that policies and processes include ways of responding to the cultural and linguistic needs of individuals.
  14. HCH record and analyse trends from complaints to drive organisational policy development and continuous improvement.
  15. HCH supports each person to participate in the review and development of local complaint handling policy and processes and report outcomes to them and their families, carers and advocates.
  16. Board and/or management committee meetings include a standing agenda item on complaint handling, with trends presented and implications for service planning discussed.
  17. HCH is aware that some complaints need to be managed in a particular way, either because the person making a complaint has specific rights of review or because the complaint includes allegations that must be reported to an external body. For example, criminal allegations should be reported to the police.
  18. HCH informs each person of their right to make a complaint (where relevant) to the Ombudsman about the provision of a service by a service provider under the Community Services (Complaints, Review and Monitoring) Act 1993 (NSW).



We are responsible to:

  1. Review the provision of services to our care seekers at least 3 monthly with Seekers
  2. Once agreed, provide services and supports that meet the Seeker’s needs at the Seeker’s preferred times
  3. Communicate openly and honestly in a timely manner
  4. Treat all Seekers with courtesy and respect
  5. Protect the Seeker’s privacy and confidential information
  6. Provide services in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law
  7. Keep accurate records on the supports provided to the Seeker
  8. Issue regular invoices and statements of the supports delivered to the Seeker


First of all, congratulations on deciding to become a Hero and helping out people in need in your community.  To earn the title of Hero there are a few things that we need to clarify:

As a Hero and an all-round pretty great person, you acknowledge that:



You are responsible for all aspects of communicating, screening, selecting and performing domestic assistance and companionship for Seekers.  It is at your discretion from communication with Seekers, whether to accept or decline requests for service.

  1. Set up a stellar profile with a super friendly photo of yourself. Giving away fun and interesting details but keep in mind that this is public so don’t put anything on your profile that you wouldn’t put on your FB profile.  Don’t worry, your contact details will NOT be displayed on your profile.
  2. Seeker chooses you to have a chat via online messaging system.
  3. Seeker and you discuss task, time and other requirements over the messaging system.
  4. Only when both you and the Seeker agree on requirements and trust each other enough to agree to domestic assistance should you tell the other person your contact details and address.
  5. You book in an appointment on the Calendar.
  6. Seeker accepts appointment
  7. You arrive at Seeker’s address and log in to Platform to “begin” visit.
  8. At end of visit you log in to the Platform and “complete” the visit. You can choose to agree with the auto invoice that is generated or you can choose “edit” and manually change the invoice.  The invoice with the Hero ABN and name is then sent to the Seeker.
  9. At the end of the month a summary of what you need to be paid will be sent to you.  This will include the $32 per hour, less our $7 admin fee and $0.48 for insurance (if required). If you agree to the amount then you don’t need to do anything and will be paid before the 5th business day of the following month.  If you don’t agree then you have until the 3rd business day of the month to send through a corrected invoice.
  10. Get paid before the 5th of the following month
  11. Celebrate!


Home Care Heroes Understanding of Client safety, security and dignity of risk

Home Care Heroes;

  1. encourage consumers, contractors (Heroes) and significant others (such as parents and carers) to work together to cooperatively develop strategies and identify solutions for challenging duty of care issues
  2. ensures that contractors receive appropriate, relevant training and support to perform their duty of care.
  3. Ensures that all contractors need access to orientation training and induction that includes information about duty of care.
  4. Educates contractors for the need to seek advice and support from internal or external professionals to deal with issues that challenge duty of care and dignity of risk.
  5. Educates contractors to appropriately document aspects relating to daily duty of care responsibilities should be maintained at all times (eg case notes).
  6. Educates contractors to provide information to clients, staff, volunteers and significant others about considerations involved in evaluating duty of care issues. This should include information identifying duty of care obligations and the client’s right to experience and learn from risk taking.
  7. Ensures that clients participate in decisions regarding their care arrangements and life style choices.
  8. Educates contractors that issues relating to duty of care must be discussed with a manager or supervisor.


Actions outside of the Home Care Heroes Platform

We are running this business in order to benefit your community.  We take a very small fee for providing this platform and facilitating work for you.  So please respect that all transactions need to be recorded on the platform.  It’s for the following benefits to you guys:

If we catch you transacting off the Platform you will go directly to Jail, you will not pass go and will not collect $200, just kidding, but we would have to remove both you and your Seeker from the platform and potentially get our lawyer people involved.  Which would suck because you wouldn’t be able to share your skills with others and they wouldn’t be able to get help when they needed.  And no one likes lawyers enough to want them to be involved in anything.

What do you do if a Seeker offers to transact off the Platform?


Independent contractor

And what does it mean for us?

Pay Day!



So you’ve decided to find one of our awesome Heroes to help you, or someone important to you.  Before you can find a Hero we ask that you have the following:

While we think our Heroes are pretty great and we have checked a few key things out about them we do not guarantee the suitability, conduct or quality, of any of the Heroes or Seekers.  As independent contractors Heroes are responsible for their own actions and conduct.  We are not responsible for the conduct of any member on the Platform, either online or offline.


If minors under the age of 16 will be present during provision of Home Care Heroes’ services, it is a condition of our insurance that a guardian be present at all times.

NDIS Payments


When do you need to use your credit card?


You are responsible for all aspects of choosing, contacting, screening, selecting and hiring a Hero.

  1. Set up a profile with photo of yourself, giving away some fun, useful and interesting details about you. Your profile is not public, it will only be visible to the Heroes that you choose to message on the Platform.  Don’t worry, your contact details will NOT be displayed on your profile.
  2. You will be matched with a list of Heroes who are in your area, provide the services you require and who share hobbies and interests with you.
  3. Choose your favourite Hero (or a few Heroes) and start chatting with them via the online messaging system.
  4. Discuss task, time and other requirements with them. Ensure there is an understanding of the hours and tasks required for the service.
  5. Only when both you and the Hero agree on requirements and trust each other enough to agree to domestic assistance should you tell the other your contact details and address.
  6. Accepts appointment in your calendar that the Hero has sent.
  7. Be home for the Hero to come over.
  8. At end of visit you will receive an invoice from the Hero for the amount payable which will need to be paid on the Platform via credit card.


It is the responsibility of the Seeker to:

  1. Inform us about how you wish the services to be delivered to meet your needs
  2. Treat us and our Heroes with courtesy and respect
  3. Talk to us if you have any concerns about the services being provided
  4. Give us a minimum of 24 hours’ notice if you cannot make a scheduled appointment; and if the notice is not provided by then, the cancellation policy will apply - this is the full payment of the scheduled visit.
  5. Give us the required notice if you needs to end the Service Agreement
  6. (if you are under NDIS) Let us know immediately if your NDIS plan is suspended or replaced by a new NDIS plan or you stop being a participant in the NDIS.
  7. inform us if you have a criminal history and the restrictions this places on you and the services that you will be provided. We will asses each situation differently and takes into consideration the safety of our Heroes and the broader community.
  8. The care recipient has to approve the hours before closing each job. If the hours don't look right request for an adjustment from the hero and you can refer to your messages about the service requirements. If the hero still doesn't adjust the times, please email us at info@homecareheroes.com.au


Each person who uses our services;

  1. has the right to information and support to understand and exercise their legal and human rights,
  2. will receive a service that maximises their choices for social participation and cultural inclusion,
  3. will do so in an environment free from discrimination, abuse, neglect and exploitation,
  4. will receive a service that reflects their right to privacy and have their personal records and details about their lives dealt with in an ethical and confidential manner in line with relevant legislation.
  5. will receive support and self-protective strategies and behaviours that take into account their individual and cultural needs.
  6. Each child with a disability has the same rights and freedoms as all other children and service providers will take each child’s best interests into account when providing services.
  7. Home Care Heroes can assist care-seekers organise a translator if required


  1. Services are provided in an environment free from discrimination, financial, sexual, physical and emotional abuse, neglect and exploitation.
  2. HCH encourages and support access to advocacy services by people with a disability to promote their rights, interests and wellbeing.
  3. HCH provides opportunities for people with a disability to participate in the development and review of organisational policy and processes that promote strategies for equality and upholding human rights.
  4. HCH has the knowledge and skills to implement reporting processes on incidents of alleged or known discrimination, abuse, neglect or exploitation and know how to notify the relevant external authorities.
  5. HCH offers appropriate support to the person and their family or carer when they raise or pursue allegations of discrimination, abuse, neglect or exploitation.


  1. HCH supports each person to make decisions about how they connect with their chosen community, they are respectful of their choices and plans including work, learning, leisure and their social lives.
  2. Training and support is provided to staff and volunteers so workers understand, respect and act on the interests and skill development of people with a disability over time.
  3. HCH works with people with a disability and their community to promote opportunities and support their active and meaningful participation.
  4. HCH with the consent of the person with a disability, work with an individual’s family, carer, significant other or advocate to promote their connection, inclusion and participation in the manner they choose.
  5. Staff and volunteers model respectful and inclusive behaviour when supporting people in their community as a way of promoting the uniqueness of each individual.
  6. HCH develops ways to maintain and further develop their local connections so that options for people with a disability to be included and valued are increased over time.
  7. HCH actively seek connections with the community for people exiting the criminal justice system.


  1. HCH supports each person, and (when necessary with consent) their family, carer or advocate to develop, review, assess and adjust their plan as their circumstances or goals change.
  2. HCH recognises the importance of risk taking and enable each person to assess the benefits and risks of each option available to them and trial approaches even if they are not in agreement.
  3. HCH works with other organisations and community groups to expand the range of service options available in the community.
  4. HCH regularly reviews their person centred approaches to ensure the organisation has the capacity and capability to deliver flexible and responsive supports and services that meet individual needs and expectations.


  1. HCH is both proactive and responsive in providing people with a disability, their families and carers information about the features and capacity of the services they offer.
  2. HCH develops and apply easy to understand, consistent and transparent access processes so that each person is treated fairly and according to their assessed need.
  3. HCH regularly reviews their information, policies and practices for service access in consultation with people with a disability, their families and carers to identify and minimise barriers that may impact on a person’s fair and equal access to services.
  4. HCH understands the broad range of supports and services available to meet the needs of people with a disability, their families and carers in the community.
  5. HCH works with local community and other mainstream and specialist organisations to maintain community engagement and referral networks.
  6. HCH provides information and support to the person when recommending or referring other services or activities.


Third Party/ Support Coordinators / Plan Managers / Primary Carers / Guardians / Family members

If you create a profile on behalf of a third party, you represent that you have the authority to represent such third party and bind this person to this agreement. I.E. If you are a support coordinator and you create a profile for a participant who is seeking companionship, you represent that your participant has provided you with proper authority to act on his/her behalf and that they will abide to this agreement.

Home Care Heroes is a Platform

Our platform is designed to connect extraordinary people, that we call heroes, with individuals who face social isolation. Every single Hero is interview based on whether or not we'd want them looking after our own families.

The Heroes solely decide whether to accept an offer from a Seeker to provide companionship and the Seeker solely decides whether to engage a Hero to provide companionship.

Member Verification

Policy for Transporting Customers

Home Care Heroes does not currently offer transportation incentives to Heroes (contractor). Transportation is including in the flat-rate of $32 per hour. It is to the discretion of the Heroes and care seekers whether extra allowance is provided at the end of each booking.

Home Care Heroes verifies that all Heroes have a valid licence and records their cars registration number. This information is verified by HCH annually. It is important that the care seeker (consumer) also verify that Heroes have their valid Green slip insurance and valid driver’s licence as additional precaution.

By accepting the terms of service, all Heroes must agree to;

In order for Heroes to provide transportation to customers, the vehicle must have;

  1. First Aid kit
  2. No Smoking Policy
  3. No Eating and driving Policy
  4. No Drinking and Driving Policy

You understand and agree that HCH;


Each person receives quality services which are effectively and efficiently governed. The corporate governance body of our organisation:

  1. Service providers have written policies and associated processes which reflect relevant legislation, standards and funding requirements and sector policy that are accessible to all stakeholders.
  2. Service providers have processes to monitor compliance with relevant legislation and policy and to continuously improve organisational performance.
  3. Service providers encourage and support people with a disability, their family and carers to participate in the planning, management and evaluation of the service.
  4. Service providers inform stakeholders how feedback has been used to improve service management and delivery.
  5. Service providers have a workforce planning and recruitment strategy in place to ensure the organisation has a skilled, engaged and responsive workforce.
  6. Service providers have processes in place for succession planning of leadership staff and other key positions recruited and maintained to deliver the range of services provided by the organisation to meet service delivery outcomes.
  7. Service providers provide regular staff and volunteer training, support and supervision to flexibly meet the needs of people they support.
  8. Service providers create and maintain accessible and safe physical environments in accordance with all fire safety requirements and occupational health and safety legislative policy requirements.
  9. Service providers implement the organisation’s strategic and business plans utilising good practices including community engagement initiatives.

This Policy has been developed to be used in conjunction with the following legislation and will be used when managing and responding to community complaints:

Home Care Heroes has the knowledge and skills to implement reporting processes on incidents of alleged or known discrimination, abuse, neglect or exploitation and know how to notify the relevant external authorities.

Online mandatory reporting guide

Please contact us as soon as you notice personal abuse or any other type of misbehaviour. Heroes must contact HCH management as the first point contact, before notifying the authorities.

Incident Report Form NSW

Incident Report Form VIC

Incident Report Form SA

The key reason for reporting incidents is to learn from them and, if possible, prevent the future occurrence of similar incidents. Without a detailed analysis of incidents affecting clients, we may fail to uncover problems or situations that are potential hazards to clients or staff which could have been avoided or mitigated. Most incidents reported under this instruction are considered allegations as they are yet to be proven.


Emergencies and critical incidents in the workplace can affect people physically and psychologically, and affect program continuity of Home Care Heroes. The purpose of this policy is to ensure Home Care Heroes prepares for and effectively responds to emergency situations and critical incidents through the appropriate use of resources. The prevention and effective management of emergency situations and critical incidents can assist to minimise the negative impact of an unexpected event. This policy applies to all staff, consumers and contractors.

An emergency is an unplanned or imminent event that affects or threatens the health, safety or welfare of people, property and infrastructure, and which requires a significant and coordinated response. The defining characteristic of an emergency event or situation is that usual resources are overwhelmed or have the potential to be overwhelmed.

Emergencies may be a specific event with a clear beginning, end and recovery process, or a situation that develops over time and where the implications are gradual rather than immediate.

Contact Numbers Organisation Phone:

Police 000

Local Police Fire Brigade 000

Ambulance 000

Local Hospital State Emergency Centre Drug Rehabilitation Counselling National Association of Loss & Grief Centrelink CEO

Home Care Heroes 1-300-755-507

To report incidents in South Australia, please refer to;

SAPOL - Report an incident to South Australia Police (SAPOL) including traffic incidents, lost or stolen property, suspicious activity, and missing persons.

If you already have a Police Incident Report (PIR) you can check the status of your report via the Track My Crime link.

An incident must be immediately reported to SAPOL if

Any situation involving client abuse by a staff member which is immediately reported to SAPOL is also to be reported to DCSI/SIU.