Call Us (08) 9408 1100

FAQs

General

  • Q. What services do you provide?

    We provide a range of services to suit our care recipient’s individual needs. From a little extra help around the home and garden to social support and complete respite, nursing care and personal care, our skilled and experienced support personnel can help whether it’s for an hour or a week.

  • What are the rights of the client?

    Care recipients have the right to:

    • be treated with dignity and respect
    • expect that their privacy and confidentiality are respected
    • receive appropriate services on the basis of the referral made by the assessment agency
    • retain the right to choose appropriate services
    • be informed of a complaints mechanism

  • What are clients responsible for?

    Care recipients are responsible for:

    • the provision of appropriate equipment that meet relevant Occupational Health and Safety standards
    • the maintenance and repair of all equipment
    • treating staff with dignity and respect

  • What is the complaints process?

    1. Care recipients are encouraged to resolve conflicts with the person concerned in the first instance.
    2. If a care recipient has a cause for concern over any matter relating to the delivery of services that cannot be resolved with the person concerned, it can be referred to the Managing Director.
    3. Care recipients have the right to privacy and respect. All company personnel will treat care recipient concerns in a confidential manner.
    4. Care recipients have the right to use an advocate.

Home Care Packages

  • What are the levels of care?

    There are presently four levels of home care packages:

    • Home Care Level 1 – to support people with basic care needs
    • Home Care Level 2 – to support people with low level care needs
    • Home Care Level 3 – to support people with intermediate care needs
    • Home Care Level 4 – to support people with high care needs

    The Home Care Package Program will be phased out by 30 June 2025 and all services for new clients will be delivered under the Support at Home Program as of 1 July 2025.
    Present Home Care Package clients and those people who were assessed prior to the 12 September 2024 will have their services grandfathered until such time as they no longer require services.

  • How much do TPG Aged Care charge?

    Please contact us to discuss your needs and determine what fees are involved.

  • What if I cannot afford the fees?

    If you think that you will face financial hardship when paying the required fees, you can ask Services Australia to be considered for financial hardship assistance. Each case is considered on an individual basis.

  • What qualifications do care staff hold?

    All care staff providing personal care, respite and social support hold a Certificate III in Individual Support (or its equivalent).

  • Can care staff provide support for transport to social outings, doctors, hospital appointments, shopping, etc?

    Yes, this is known as social support and support workers are available for these purposes. A per kilometre charge applies to cover the journey and will be charged to the package.

  • Can I change the services that I am receiving?

    Yes, HCP services are designed to meet the needs of the client. We do ask that you speak to your care Manager and give a few days notice of any change that you require.

  • Can I receive help to understand my entitlement?

    My Aged Care (MAC) is the gateway or the entry point to aged and community care services in Australia. MAC is both a website and a national contact centre. The MAC website, www.myagedcare.gov.au, allows consumers to find information on aged and community care services.

    TPG has allocated a staff member to visit people (at no cost) to explain the entire process. Please call the office on 9408 1100 and speak to Linda.

Veterans

  • Can a DVA Veteran access a Home Care Package?

    Yes. Entitled persons under the VHC program can have both VHC and HCP services. However you can’t have the same services (i.e, Domestic Assistance) form both programs – see Answer 2 below.

  • If a DVA Veteran accesses a Home Care Package do they lose their entitlement to Veterans’ Home Care services?

    No. Entitled persons have the same right of access to other community and aged care programs, as any other member of the community.

    The following extract has been taken from the VHC Manual – General 2017:

    Consequently, entitled persons who have accepted a Home Care Package may be able to direct that some of the services be provided using their Gold Card, which then frees up their Home Care Package budget for other services that cannot be provided under Gold Card arrangements.

    Entitled persons may access all VHC services at the same time as accessing different services from the Home Care Package (e.g. Domestic Assistance and Respite Care from the VHC Program and case co-ordination, clinical nursing, personal care, social support and centre-based respite from the Home Care Package). However, entitled persons accessing services under the Home Care Package cannot duplicate the services they are receiving with the same services from the VHC Program.

  • Can I receive help to understand my entitlement?

    My Aged Care (MAC) is the gateway or the entry point to aged and community care services in Australia. MAC is both a website and a national contact centre. The MAC website, www.myagedcare.gov.au, allows clients to find information on aged and community care services.

    TPG has allocated a staff member to visit DVA veterans (at no cost) to explain the entire process. Please call the office on 9408 1100 and speak to Linda.