FAQs

Q: Am I able to speak to the coordinator of my service?

A: Yes – the Service Advisor is available to speak to you directly.

Q: Do I have to come into the office to organise my service?

A: No – the Service Advisor can come to your home to organise your services.

Q: Is the Lifetime Connect head office in our local area or Sydney?

A: Lifetime Connect has been operating  from Macksville for over 42 yrs, although we now have an office in Coffs Harbour, Macksville remains our ‘head-office’.

Q: Are your workers local?

A: Yes we are a local service employing local people to address local needs.

Q: Is there a charge for your services?

A. The Australian Government pays for the bulk of aged care in Australian, however as with all aged care services, you may need to contribute to the cost of your care if you can afford to do so. Most of our Home Support services incur a charge. Our fees are based on Government fee schedules.

Q: Are your staff qualified?

A: Yes, all of our staff have the required qualification for their job and receive ongoing training and support.

Q: Do you Police check your staff?

A: All staff are required to have ongoing Federal Police checks. If staff are working with children then Working with Children checks are also required.

Q: What happens if I am not happy with the service provided?

A: We have a formal complaint process. We are open to all communications to improve our services to people we serve.

Q: How do I pay for my service?

A: Customers receive itemised monthly invoices. You can pay at the office, by sending us a cheque/money order or by bank transfer. Payment options are listed on the invoices.

Q: Can I choose my own  service day?

A: We will try to accommodate to your service days to the best of our abilities.

Q: Can I benefit from the Non Interest Loan for any purchase?

A: The No Interest Loan Scheme provides small loans for essential household items or services to improve the quality of life for people on low incomes. in the Nambucca shire and Coffs Harbour.

You cannot receive a NILS loan for second hand goods, rent or bond, rent arrears, living expenses such as food, gas, electricity or telephone bills, cash advances, debt repayment or consolidation, cheque to third party for a private sale or cheque payable to the loan recipient.

Q: If I am deemed not eligible for your subsidised services, can I still purchase services from you?

A: Yes. For more information in regard to eligibility and costs for our Private Services, please contact our Service Manager on (02) 6568 2522.

Q: I self managed my own packages of services, am I able to purchase other services from you?

A: Yes. We provide private domestic, handyman and yard services. please refer to our Private Services page.

Q: If I need to change from a low level Home Support Service to a higher level Home Care Package would I have to have different support workers?

A: Our staff work across all areas of our home supports services and  we support older people with continuity of care through our service programs and to feel supported, comfortable and less anxious when there is a change of service needs.

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