Welcome to Accuro
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Frequently asked questions
Can't find what your looking for? Try our frequently asked questions for more information, submit an enquiry or call us on 130 554 983.
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Is it safe to have a worker in my house during COVID-19 restrictions? +
All of our Direct Support Workers have been trained in infection control by the government and carry a complete personal protective equipment kit to all services. Each worker must satisfy a series of requirements before they can perform a service including;
- Have not returned from overseas travel in the last 14 days.
- Has no symptoms that could be caused by COVID-19.
- Has not been in contact with a person who has a confirmed or suspected case of COVID-19.
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I like my support worker but I have an issue i want to bring up about them? +
No problem. Call our friendly services department and they will deal with the problem professionally and if required discreetly. Never feel that you cannot complain. Complaints allow us to improve our service.
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I need respite. Can you look after my child so I can have a break? +
YES, Our Direct Support Workers are here to support you and your loved ones for short or long term periods. All workers providing unsupervised childrens services must, by law, have a cleared working with children check.
Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
Direct Support Worker Qualifications
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Do I have to commit to any contracts? +
If you are an NDIS participant we are required to provide you with a service agreement, not a contract, highlighting all of the details of our arrangement. If you are have a home care package our Case Management partners will provide you with an agreement. All agreements with Accuro Home Care are able to be cancelled with 24 hours notice with no exit fees attached. Please contact us on 02 4305 2503 and speak to one of our Service Representatives.
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Do you do one off services? +
YES. Services are your choice, we can assist you with your needs according to your requests. We can even provide late notice and emergency services, we specialise in this.
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Can I get overnight services? +
YES. Our Direct Support Workers are able to assist with overnight services. Overnight services can consist of the worker staying awake, sleeping and just being there "in case" and 24 hour round the clock care. Special rates are available for longer service requests.
Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
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do you provide nurses? +
NO. We are a Home and Community Care organisation we do not provide nursing services.
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Do you provide services for high needs clients? +
YES. Our Direct Support workers are trained in supporting high needs clients. They are all trained in the use of mobility aids, lifters, personal care services. Many are trained in extra skills such as peg feeding, epilepsy training, palliative care and more. See our workers qualifications.
Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
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How do I pay for my services? +
Payment can be made a number of ways: For NDIS we provide Agency Managed funding. For private services we accept direct deposit. Payment for services in excess of 2 hours or a once-only service is due prior to the commencement of the service. For regular jobs, payment can be arranged on a weekly, fortnightly or monthly basis. Please let us know how you would prefer to pay at the time of booking. Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
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Can other organisations use the services of Accuro Home Care? +
YES. Organisations are welcome to use our services. Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
We work with over 30 other care organisations providing them with ongoing and relief Direct Support workers. We always have someone available.
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Can transport be included in my services? +
YES. Transport can be included in any services and can even be requested for transport only. Kilometers are charged for services that require any travel. Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives regarding how we can assist with transport your transport needs.
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What if I don't like my Direct Support Worker? +
We understand that all people do not get along or a certain aspect of your Direct Support worker may not fit what you require. Our aim is to provide you with the most suited Support Worker, we have so many available and can achieve this with your help.
If you have any concerns regarding your care or the Direct Support Worker allocated to you, please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives, where we will be able to provide you with a new Direct Support Worker.
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Can you provide services after hours, on weekends, or public holidays? +
YES. We operate 24 hours a day, 7 days a week, 365 days a year. To request services please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives. We also have an emergency after hours service for your convenience if the office is closed for urgent requests outside of normal office hours.
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What are your office hours? +
OFFICE HOURS are 9am to 5pm Monday to Friday
Our after hours phone service is available outside of this for emergency or urgent requests.
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Do you help with disabled children? +
YES, Our Direct Support Workers are experienced in help with all disabilities from children to adults. Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives. All direct Support workers providing unsupervised services to children have, by law, a cleared Working With Children Check in addition to a cleared Criminal record Check.
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How can I work for Accuro Home Care? +
Applications are always welcome. Just apply through our website via the button below.
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Will the same Direct Support Worker provide my service each time? +
If you request the same Support Worker we will try our best to acheive this, most of our Support Workers are requested often though as they are best in the industry. We encourage clients to trial a few workers until they come up with a "team" that they are happy with.
It is important not to be too reliant on the same worker as they will inevitably have leave at some stage. If you have a team of preferred workers, one of the team can fill in for others when they are on leave.
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Are your Direct Support Workers trained? +
YES. All our Direct Support Workers have a industry relevant certificate III and have been fully trained in Accuro Homecare's policies and procedures.
They also receive ongoing internal training, upskill training and extra certifications as their employment progresses. Over time they become the most widley skilled Direct Support workers in the home and community care industry.
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How can I make a complaint? +
If you have any questions or queries please do not hesitate to contact us on 02 4305 2503 and speak to one of our experienced Service Representatives or the Manager.
We welcome complaints as they provide us with an opportunity to improve our services and supports to you. We have a comprehensive complaints process and all complaints are taken seriously and handled with confidentialty and proffessionalism.
If you wish to make a complaint you can
- Contact our offices on 1300 554 983.
- Complete a complaint form (we can post one out to you or you can use our website complaints form.
- If you are an NDIS participant and you feel we cannot resolve your complaint you can contact the NDIS quality and Safeguards Commission on 1800 035 544
- Other complaints can be raised with:
NSW Ombudsman-1800 451 524
Commonwealth Ombudsman-1300 362 072
NSW Fair Trading-13 32 20
You can involve and advocate of your choice at anytime during the complaints process and can request that a specific staff member of Accuro Home Care handle your complaint.
You can also remain anonymous when making a complaint.
We will log your complaint, investigate and keep you informed during the resolution process.
No client will be discriminated against or be adversely affected as a result of making a complaint.
Your complaint will remain confidential unless:
- We are obliged by law to disclose your information regardless of consent or otherwise
- Without being shared, it is anticipated a child, young person or adult will be at risk of serious harm, abuse or neglect, or pose a risk to their own or public health or safety
- You request or authorise the content of the complaint to be provided to another party.
You are also welcome to provide positive feedback and we will provide you with feedback forms and surveys periodically. You can also request one at any time.
We will ask for your feedback after the complaint is resolved and this is optional for you to participate in.
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Do I need to provide equipment and supplies for cleaning and meal preparation services? +
For cross contamination reasons and so that we are using the cleaning products, cooking utensils etc and equipment that you prefer we ask that all clients supply their own products. This reduces the chance of infection from outside sources and allows the Direct Support worker to provide the service the way you want it.
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Who do you provide services for? +
Accuro Home Care provides assistance to the whole community from aged, disabled, children and professionals. We also provide assistance in Respite centres, Nursing homes, facilities and other care organsiations. Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
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Are you an approved NDIS provider? +
YES: Accuro Home Care is third party certified by Global Mark as compliant with the NSW disability standards.
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What services do you provide? +
A list of services that Accuro Home Care Direct Support Workers can offer are:
- Domestic Support
- Personal Care
- Transport
- Shopping
- Respite
- Social support
- Meal Preparation
- Community Care
- Aged Care
- Disability Care
- Dementia Care
- Palliative Care
- Overnight Care
If you require assistance with something that is not on the above list please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives who may be able to provide that assistance or put you in contact with someone who can.
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What areas do you service? +
Areas that Accuro Homecare service are:
- Gosford
- Wyong
- Lake Macquarie
- Newcastle
- Lower Hunter Valley region and other areas.
Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives to see if we service your area.
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How can I get a quote? +
Please contact us on 02 4305 2503 and speak to one of our experienced Service Representatives.
Our team live and work on the lands of the Darkinjung, Biripi and Awabakal people and we acknowledge the Traditional Custodians of this land. We pay our respects to the Elders, past, present, and future, and recognise their continuing connection and contribution to this land.
As an inclusive, safe, and respectful organisation which celebrates diversity and actively supports the inclusion of children, young people, and adults from LGBTIQ+ communities, people with disabilities, people from diverse cultural and linguistic backgrounds and people with diverse religious beliefs or affiliations.
