Join Today
Get in touch Join Today

Terms of use

Duty of Care


Care Connect’s Duty of Care Statement

Care Connect Group staff have an obligation in their professional role of a duty of care to all of our clients. In some circumstances our staff may need to use their professional judgement to meet their obligations under legislation. Our staff also have a duty to inform you or others of information in certain circumstances.

The sorts of circumstances which our staff are legally obliged to act to meet their duty of care and duty to inform, and which may require our staff to share your personal information, even if you do not agree, include:

  • When your safety or the safety of others is at risk
  • When our staff become aware of criminal activity
  • When required by law (we may receive a subpoena to provide information for a court)
  • To meet our obligations under mandatory reporting to child protection agencies
  • Or if you don’t have legal authority to give consent, but your parent, guardian or power of attorney give consent to share your information

Care Connect’s Statement of Commitment to Child Safety

This statement reflects Care Connect’s commitment to child safety, and to acting in children’s best interests and keeping them safe.

We believe that children have a right to feel safe, and to speak out about their needs, in an environment that supports them to do so.

We operate under a zero tolerance policy for child abuse. Reports and concerns about abuse will be taken seriously and dealt with in accordance with our child safety policies and procedures.

We will uphold our legal and moral obligations to contact authorities regarding concerns about child abuse.

We respect all children, be they our own clients, the children of staff and clients, or any children who come into contact with Care Connect.

We value diversity. We are committed to supporting and valuing children’s cultural and linguistic diversity, gender diversity, sexuality, disability and identity.

We have specific policies and procedures in place that support our staff to achieve these commitments.


  • All contributions are charged in accordance with government guidelines.
  • You or your Client Adviser/Client Facilitator can review your contributions at any time if your circumstances change.
  • We will endeavour to invoice you monthly but reserve the right to bill at different intervals.
  • Our invoice will be evidence of your service usage and charges.
Invoice queries

If you the client disputes any part of an invoice please contact our Care Centre on 1300 866 228, setting out your objection/s to the amount of the invoice. If you the client and Care Connect both agree that your enquiry is valid, the account will be credited by the agreed amount.


Payment options

We offer you, the client, many ways to pay your invoices.

You can pay in advance or upon receipt of the invoice using the following methods:

  • Credit card via Bpoint (a Bpoint receipt number will be provided)
  • EFT via your internet banking (your internet banking provider will provide you with the receipt number)
  • Direct Debit via EziDebit
  • Cheque/money order made payable to

Payments can be posted to:

Attn: Accounts Receivable

Care Connect Limited

PO Box 1388

Collingwood VIC 3066


Refund Policy

Refunds will be credited to the credit card (BPoint) or bank account (EFT or cheque) from which the payment was made.


Transparent Pricing

Costs, funding eligibility and your ability to contribute will be discussed at your initial assessment with Care Connect. We pride ourselves on affordability and transparency.  Though costs will vary from person to person, according to your individual needs and budget, Care Connect is committed to transparency about costs and contributions.  We adhere strictly to the requirements of all State and Federal laws.

Access your Home Care Services — it’s easy!
Contact us today

Save yourself time and understand your Home Care options. Get trusted advice and guidance from the experts.

  • This field is for validation purposes and should be left unchanged.


Free call 1800 692 464

Get free expert advice today!