GET IN TOUCH

Frequently Asked Questions

Click & Clean

Do you work with government-funded packages?

Yes. We work with aged-care funded clients- We can coordinate directly with your provider. We also provide services to self-funded clients- just contact us to find out more information.

We provide general weekly or fortnightly home cleaning and deep cleaning as required.

Your general clean includes light cleaning tasks in the main areas of your home. Wiping surfaces, dusting, mopping, vacuuming. We can also change the linen on your bed.

Just call or message our office. We’re flexible and will help find a new time that suits you.

That’s okay — it happens often.

We usually come at the same day and time each visit.

We will contact you if your appointment changes.

Most cleaning visits take around 1.5 hours.

That gives your cleaner time to complete your cleaning plan and check in with you for a chat or cuppa if you’d like.

We understand this can feel confusing.

We provide a 2-hour service package, but you’re not actually receiving 2 hours of cleaning.

Through your aged-care support package, the visit includes:

  • Around 1.5 hours of cleaning and support time
  • Time for travel
  • Equipment preparation and maintenance
  • Safety checks
  • Reporting and communication back to the office
  • Administrative time that ensures your service runs smoothly

Your cleaner will always:

  • Prioritise your cleaning checklist
  • Make sure everything is completed to standard
  • Check in on your well-being

If anything is ever missed, just contact us — we will follow it up immediately.

Yes, someone needs to be home.

If you aren’t able to be home, just call us and we’ll do our best to reschedule your visit.

We do our very best to keep your cleaner the same.

Sometimes we may need to send someone different (due to illness, leave, or safety reasons)

No.

Your service is paid for through your provider (e.g. Kirinari). Kirinari will send you an invoice for your contribution payment.

Cleaners do not handle payments.

We focus on the areas you use the most, such as:

  • Kitchen
  • Main Bathroom
  • Toilet
  • Living areas
  • Laundry
  • Main bedroom

If you’d like your sheets changed, just leave fresh linen out on the bed.

Deep cleaning includes tasks that you don’t need done regularly- like window cleaning, high or low dusting (skirting boards, fan blades), cleaning of heavy soap scum/mould, and any other tasks that require more intensive cleaning practices or equipment.

We do deep clean — however it is booked separately from regular visits. If you’d like a deep clean done, let us know and we can arrange for the service.

Your regular cleaning package includes one of each area. The cleaner won’t be able to attend to multiple bedrooms, bathrooms or living areas. You can pick one of each room to be cleaned – let your cleaner know which one you’d prefer to have cleaned during your visit. 
Yes — light household tasks are included. If you have specific preferences, just tell us.

No.

Personal care must be arranged separately through your provider and completed by a trained personal care worker.

Not during a regular visit.

But if you need extra support, just call us.

We can speak with your provider to see whether additional services can be added to your care plan.

We bring our own equipment to keep everything safe and consistent.

If you like, you may provide your own items like:

  • Microfibre cloths
  • A grout brush
  • A soft scrubber

If it happens occasionally — that’s okay.

But for everyone’s safety, pets do need to be in another room during the clean.

Please let us know straight away. We want you to feel comfortable, safe, and supported, and we will make sure to look into any reported issue as soon as possible.

You can contact us directly:

📞 0494 018 262

📧 [email protected] 

For changes to your care plan, funding, or package:

📞 Kirinari — 1300 547 462

DOWNLOAD PDF

Click & Cut

Do you work with government-funded packages and Self funded clients?

Yes. We work with aged-care funded clients. We can coordinate directly with your provider. We also provide services to self-funded clients, just contact us to find out more information

We offer safe and light outdoor maintenance, including mowing, edging, pruning, weeding, leaf-blowing and general tidy-up around your home’s yard.
Yes. If you have a green waste bin we’ll use that, or if needed we can arrange removal of garden cuttings at an extra cost — just let us know.

Most visits take 45–90 minutes, depending on the size of the yard and weather conditions.

If you receive funded services, part of the appointment time includes the worker’s travel, safety checks, equipment prep, and reporting — not all time is spent cutting grass.

Absolutely. We can trim overgrown vegetation, clear pathways, remove trip hazards, and ensure outdoor spaces are safe and easy to access.

Not always — as long as we have safe, clear access to your yard and you’ve let us know where things are, we can work without you being physically present. But we’re always happy for you to be home or nearby.

Yes — our team brings professional garden tools, safety gear and protective equipment so you don’t need to supply anything.

That’s okay — it happens often. We usually come at the same day and time.

If you’d like reminder texts or calls, just ask and we’ll set that up.

Light tasks are fine, but anything outside your care plan or safety guidelines needs approval first.

If you need more help, we can speak with your provider about adding it to your plan.

Our service focuses on light, safe garden maintenance to help you stay independent at home. If you have major landscaping or tree-lopping needs, we can help advise on how to arrange that separately.

If it’s raining, too wet, or unsafe (slippery ground, storms, high winds), we’ll contact you to reschedule your visit for the next safe time- ideally within 3 days. 
Many clients are referred to us on monthly or fortnightly visits. We’ll work with you to decide what fits your garden, your home and your budget best.
We always aim to keep your worker consistent, and we’ll let you know if a temporary replacement is needed. Your regular worker won’t change permanently without your agreement.
We kindly ask you to secure your pets as it’s safer for the worker and the animal.
Please let us know straight away. We want you to feel safe and comfortable at home, and we’ll follow up promptly to fix any issues.

Call us on 0494 018 262 or email [email protected] and tell us your location, what you’d like help with and your preferred timing. We’ll check your region and get back to you with available times.

Click & Care

When will Click & Care start operating?

We are currently preparing our team, training programs, and regional rollout.

If you’d like to join the waitlist, please call us and we’ll update you as soon as it becomes available in your region.

Click & Care will roll out region by region.

Once available in your area, we’ll notify clients and providers.

Click & Care will provide gentle, practical support with everyday personal tasks.

This may include:

  • Showering or bathing support
  • Dressing and grooming
  • Meal preparation
  • Medication prompts
  • Light household tasks
  • Bed-making
  • Support with routines
  • Social check-ins and companionship

All support will be delivered with dignity, respect, and safety.

Yes — we always try to provide the same worker so you feel comfortable and supported.

If we need to send someone else, we’ll let you know beforehand.

Your regular worker will not change permanently without your consent.

Yes — always.

Our team is trained to support you in a way that protects your dignity, comfort, and personal privacy at every step.

Yes.

We follow clear safety guidelines and work at your pace so you feel safe, steady, and supported.

Yes — we can assist with:

  • Getting dressed
  • Brushing hair
  • Shaving (electric shaver only)
  • Applying creams (non-medicated)
  • Putting on compression stockings (if safe and approved)

That is always our goal.

We aim for consistency so you feel comfortable seeing a familiar face.

If your regular worker is away, we’ll let you know in advance.

That’s completely normal.

We introduce support slowly and at your pace.

You’re always in control — you can tell us what feels comfortable, what you prefer, and what supports your dignity.

Yes — support may include:

  • Light meal preparation
  • Helping prepare healthy options
  • Heating meals
  • Supporting you to safely use your kitchen

Yes — we can provide simple prompts and reminders.

(We cannot administer medication unless authorised under your care plan.)

Click & Care focuses on personal support.

For home cleaning, Click-ACS provides Click & Clean services, and your care plan may include both types of support.

Yes — we support safe mobility within your home, using walkers, rails, or other aids.

We always follow your care plan to make sure mobility support is safe for both you and our staff.

Yes — you or a family member/carer must be home during personal care visits.

 
This depends on the support you need and what is included in your care plan.

Yes.

We communicate closely with coordinators to:

  • Keep your services safe
  • Update them if your needs change
  • Suggest if extra support may help you
     

Just have any items you like to use ready (towels, clothing, toiletries, mobility aids).

Your worker will guide you gently through the visit.

Yes — you or a family member/carer must be home during personal care.

That’s okay.

We can send reminder texts or call the day before if that helps.

 

Just call us on 0494 018 262.

We’ll help you find a new time.

No.

If you’re funded, payment is organised through your provider.

Self-funded clients will receive an invoice.

Please tell us straight away.

Your safety, comfort, and dignity are our priority.

We’ll follow up immediately and make sure you feel supported.

Yes.

Family, friends or support coordinators can book or manage services on your behalf.

Yes — we regularly communicate with coordinators to keep your support safe and appropriate.

You can call us on 0494 018 262 and we will:

  • Answer questions
  • Register your interest
  • Contact you when the service becomes available in your area

Click & Connect

What can I use transport for?

You can use Click & Connect for:

  • Medical and specialist appointments
  • Shopping
  • Social visits
  • Community groups
  • Visiting family or friends
  • Personal errands
  • Coffee outings or scenic drives

If you’re not sure whether we can help with a trip, just ask.

Yes.

Your worker can stay with you, wait nearby, or escort you into the appointment—whatever makes you feel comfortable.

Yes.

We regularly support clients using walkers, canes and mobility aids.

Your worker will help you safely in and out of the vehicle and stay with you as needed.

Absolutely.

We’ll help carry shopping to and from the car, into your home, and make sure you’re settled safely.

Yes — we support clients to attend:

  • Social groups
  • Community programs
  • Activities and hobbies
  • Visiting friends
  • Getting out for fresh air

Staying connected is important, and we can support you at your pace.

We always try to provide the same support worker for comfort and consistency.

If someone else needs to fill in, we’ll let you know beforehand.

Yes — your worker will collect you from home and return you home safely afterwards.

That’s okay — just let your worker know.

We’ll adjust where possible and support you within your service plan.

Yes.

Many clients book regular outings, shopping trips, and appointments.

No.

If your transport is funded, payment is handled through your aged-care provider.

Self-funded clients receive an invoice from Click-ACS.

Yes — We provide support with small group outings. These outings are designed to help older people stay socially connected, enjoy community activities, and build confidence getting out and about.

Common group outings include:

  • Coffee outings
  • Local park or lake walks
  • Community centre activities
  • Scenic drives
  • Small-group shopping trips
  • Cultural or community events
  • Gentle outdoor activities

Outings are always small, supportive, and paced to suit everyone attending.

Our group outings are intentionally small.

This ensures everyone feels supported, safe, and included.

Most outings include 2–4 clients and one support worker, depending on the location and activity.

Yes.

A trained Click-ACS support worker is with the group the whole time to:

  • Assist with mobility
  • Support conversations and connections
  • Ensure safety during walking or transfers
  • Help carry shopping or bags
  • Monitor comfort levels
  • Provide help with finding seating, rest areas, or amenities

Clients are never left alone.

You can join a group outing by:
  • Asking your provider or coordinator to refer you
  • Calling Click-ACS directly
We’ll help you find an outing that suits your interests and comfort levels.

That’s completely okay — many people feel this way at first.

We support clients gently by starting with:

  • Very small groups
  • Shorter outings
  • Quiet locations
  • Familiar activities (e.g., coffee at a local café)

You can also bring a friend or family member if your plan allows it.

No extra cost is paid on the day if you are funded.

Your provider covers the support time under your aged-care plan.

Self-funded clients can join outings and receive a Click-ACS invoice afterwards.

Expenses such as coffee or entry fees are optional and paid by the client.

Yes — your Click-ACS support worker will:

  • Pick you up from home
  • Take you to the outing
  • Support you throughout
  • Return you safely home afterwards

This is part of our door-to-door service.

Yes — our Click & Connect team tailors outings based on:

  • Clients’ interests
  • Mobility levels
  • Cultural preferences
  • Safety considerations
  • Weather
  • Local community events

If there’s something you’d love to do, we’d love to hear it.

Yes.

We choose accessible locations and activities that work well for mobility aids.

Your support worker will help you safely at every stage.

Absolutely.

Click-ACS is an Indigenous-owned business, and our Canberra team includes workers trained in:

  • Cultural safety
  • Community connection
  • Respectful engagement
  • Supporting culturally preferred activities and spaces

We welcome clients from all cultural backgrounds.

Call us on 0494 018 262 and our team will help you arrange a new time.

That’s completely okay.

Your support worker is there to help you feel confident and supported.

We can start with shorter trips and build up at your pace.

I am a Client

Will I get the same worker each time?

We do our very best to keep your worker the same.

If we ever need to send someone different, we’ll let you know beforehand.

Most of the time: Yes — for safety, someone needs to be home.

If you can’t be there, just call us to reschedule.

For lawn and garden bookings, you don’t need to be home if the staff know how to access your yard. 

Most visits are around 1.5 hours, and transport varies by appointment.

If your service time changes, we’ll talk you through it.

Of course.

We can text you the day before.

We focus on the areas you use most:

kitchen, bathroom, living spaces, laundry, and your main bedroom.

Gardens include lawns, edging, basic pruning, and outdoor tidying.

If you need extra rooms cleaned, deep cleaning, or more support, talk to us anytime.

We can check if it’s included or arrange it through your provider.

If you’re with an aged care provider, services are billed through them — you won’t need to pay your worker directly.

Self-funded clients receive simple, clear invoices.

Just give us a call.

We genuinely want you to feel comfortable and cared for, and we’ll sort things out quickly.

I Support a Client

What information do you need for a referral?
Just the client’s details, services required, and any risks or considerations.
We can work directly from your service request or support plan.
Usually within a few days, depending on region and service type.
We will confirm timelines as soon as we receive the referral.
Yes — consistency is a priority.
When changes are unavoidable, we notify you and the client.
Any concerns (falls, health changes, safety risks, missed visits) are reported promptly to the coordinating provider.
Yes — we can provide visit notes, reports, incident forms, and updates as required by your organisation with the clients consent.
Through structured onboarding, supervision, routine quality audits, and client feedback systems.
Absolutely — we take great care to provide respectful, culturally aware support.
And more…