Attendant care services

Engaging a service provider

You are responsible for engaging the services of an attendant care service provider.

Using a certified provider

Comcare strongly recommends that attendant care service providers are certified by the Australian Community Industry Alliance (ACIA).

ACIA is the national peak body that certifies community service providers operating across Australia to the industry standard. By choosing an ACIA member, you can be assured that the attendant care service provider delivers high quality, individualised services.

Using an ACIA certified service provider ensures that:

• replacement carers will be available in times of sickness or absence at short notice
• carers have appropriate insurance cover and deliver services that meet work health and safety legislation
• qualified staff with credentials are available to meet your needs
• your needs are monitored appropriately and that care plans are put in place to ensure appropriate services are provided.

For more information, see ACIA - Australian Community Industry Standard (ACIS) Certification.

Questions to ask potential service providers

Asking service providers key questions before you engage them can help ensure you receive quality services that meet your needs and expectations. Some of this information may also be found on a provider’s website.

• Are you certified by the Australian Community Industry Alliance (ACIA)?
• Are you providing attendant care services to people with similar needs to mine?
• What is the hourly rate? Remember, if the provider’s rate is higher than the statutory rate and you engage them for their services, you are responsible for the payment of any difference.
• Do you supply your own equipment and products? If you prefer the provider uses your products and/or equipment when they would generally use their own, ask them to adjust their hourly rate to reflect the use of your products and/or equipment.
• Who will be carrying out the work and is it the same person each time? Having the same worker means the person is familiar with you, your expectations and the work you require.
• Is there a backup person if the regular person is unwell or unable to make it on the day?
• What are your emergency procedures? For example, what after-hours contacts are available?
• What happens if you have a complaint or concern about the services provided?

Use of family members or friends to provide services

Comcare encourages the use of professionally qualified providers to ensure you are receiving high quality, appropriate care.

We do not encourage the use of family members or friends to provide paid attendant care services as it may:

• cause issues in the relationship
• create conflicting responsibilities
• leave you without appropriate support if the family member or friend falls ill or requires leave.

Requests to have a family member will generally only be considered in exceptional circumstances such as where there is limited access to an Australian Community Industry Alliance (ACIA) certified provider.

You should discuss this with your claims manager before engaging a family member or friend to provide attendant care services. We recommend that family members providing attendant care services are certified by, and meet the same standards of, ACIA.

Payment for services

Payment limits

Payment for attendant care services is subject to a weekly maximum limit. This limit does not apply to people who have a catastrophic injury.

How a service provider gets paid

There are two ways a service provider can be paid for their services:

• from the claims manager (preferred method) or
• directly from you.

Payment from the claim manager

If you are an employee of an Australian Government agency or statutory authority, your service provider can email invoices for approved attendant care services to general.enquiries@comcare.gov.au.

Where your claim is managed by a self-insured licensee, please work directly with your claims manager.

Payment directly from you

The service provider may seek payment directly from you and then you can seek reimbursement.

If you are an employee of an Australian Government agency or statutory authority, email your receipt of payment for approved attendant care services with a Medical Services Claim form (PDF, 111.1 KB) to general.enquiries@comcare.gov.au.

We will usually make payments within 28 days of receiving the invoice.

Where your claim is managed by a self-insured licensee, please work directly with your claims manager.

If you are unsure who your service provider should seek payment from, please call us on 1300 366 979.