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Contact Canberra & South Coast
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Frequently asked questions
A cancellation fee applies in some circumstances. Wherever possible, we ask that at least 24 hours notice is given when you need to cancel your service. If you cancel within 24 hours, you may incur a cancellation fee.
If you don't feel comfortable with the people who visit you, please let the Service Coordinator know so we can arrange different support staff. If you are unhappy with any of the services you receive, let us know so we can implement changes and improvements.
Support staff are required to call coordinators when they have concerns for a customer's wellbeing or if an incident occurs. Examples of reasons when a staff member would need to contact the office include:
- Incidents
- Critical incidents
- Complaints or negative feedback
- Concern over the customer’s health
- Clinical concerns such as medication issues
- To seek approval for requests to change ore-defined service tasks.
All Just Better Care staff are thoroughly screened (including undertaking a variety of background screenings and references). Every staff member is reliable, well-trained and trustworthy. Each staff member also carries a Just Better Care issued photo ID with their name, photo, and office contact details.
If the extra task can be completed safely and within the time allocated for the service, your staff member may be able to assist. Some aged care programs are restricted; please call your local Just Better Care office if you are unsure.
Services can only go ahead if you are at home. Please let the office know if you won't be home for a service so it can be rescheduled. If you don't notify the office, you may still have to pay for the service.
We will discuss with you any services with you that fall on a public holiday. If you prefer, your service could potentially be moved to a different day; just let us know.
Yes, you will be notified of any changes to the staff who deliver your services
1. Check your eligibility and register with My Aged Care by visiting their website or call 1800 200 422
2. Book your assessment
3. Receive your notice of decision and care classification
4. Choose Just Better Care as your provider
5. Begin your personalised Support at Home services
Still have questions? Contact the friendly local team at your nearest Just Better Care office
Our support services are flexible, available as a one-off, short-term, or ongoing care arrangement, and are tailored to your personal preferences and budget. If you require services immediately, talk to your local Just Better Care office about private or self-funded in-home care.
The Support at Home service list is divided into three categories: Clinical Care, Independence Support, and Everyday Living. Each category includes specific service types, with different contribution requirements for participants.
It’s important to note that services are not automatically provided. Eligibility and allocation of Support at Home services are determined by an independent assessor and reflected in your notice of decision.
The service list outlines both included and excluded services for each type of care.
My Aged Care is a free service that provides information and support for older people and their families to navigate the Australian government's aged care system:.
My Aged Care provides a range of general information about aged care services, aimed at family members and friends caring for a person aged 65 years and over (or 50 years and over for Aboriginal and Torres Strait Islander people). For more information about My Aged Care, you can call them directly on 1800 200 422, visit their website or speak with your local Just Better Care office.
Some of your aged care costs will depend on your financial situation, and you may be eligible for government assistance if your income and assets are below a certain level.
For most people, the income and assets assessment is done by Services Australia. However, if you receive a means-tested payment from the Department of Veterans’ Affairs (DVA), they will do the assessment. Once your assessment is complete, Services Australia will send you a fee advice letter outlining what you will need to contribute towards your services. You can get your income and assets assessed at any time, even before you enter care. However, your fee advice letter is only valid for 120 days from the date of your assessment.
Completing an income and assets assessment isn't mandatory. However, if you choose not to complete one, you can be asked to pay the maximum contribution rate.
The first step to access government-funded aged care services is to get assessed. You can apply for an assessment online or call My Aged Care on 1800 200 422.
The NDIS (National Disability Insurance Scheme) is Australia’s national program that provides funding to people with disability to help them live more independently and achieve their goals.
Funding is provided directly to participants, who can choose how to use it to support their needs — such as daily living assistance, therapies, or community participation.
Selected Just Better Care locations are registered NDIS providers, offering personalised support to help participants with their everyday needs and to make the most of their NDIS plan.
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Just Better Care acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. We also acknowledge the diversity of Australian culture and extend our support to all individuals, regardless of culture or sexuality.
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