Frequently Asked Questions

Does your business have insurance and police checks?

Our business is covered by public liability insurance up to $20 million, and all of our workers have valid police checks.

How do I contact your office regarding my service?

Our contact details are below:

Phone/text: 0410 376 778

Email: hello@mspollyshomecare.com.au

Do your workers have NDIS Worker Screening?

Yes, all frontline workers hold NDIS Worker Screening clearances and complete the NDIS Worker Orientation module.

Can I reschedule my booking?

If you need to reschedule your regular service, please email us at hello@mspollyshomecare.com.au, or call us on 0410 376 778 as soon as possible.

Please note cancellation policy as below.

Can I cancel my service?

Personal Care (Disability Support Worker supports): Please give at least 7 days’ notice or a cancellation fee may apply.
Household Tasks / Yard Maintenance (non-DSW supports): Please give at least 2 clear business days’ notice or a cancellation fee may apply.

We follow the current NDIS Pricing Arrangements and Price Limits and only charge a cancellation where permitted and reasonable (e.g., we couldn’t reassign your worker)

What if I need to provide feedback about my service?

We aim to provide 100% satisfaction to all our customers and clients. However, if you are not completely satisfied with your service, we appreciate all feedback. Please send through your feedback to our office email at hello@mspollyshomecare.com.au. We will endeavour to work with you to ensure that all feedback points are attended to.

There is damage to my home, what can I do?

If you find damage to your home that you believe was caused by one of our workers, please email us at hello@mspollyshomecare.com.au as soon as possible, with photo evidence. We will then work with you to determine whether it was due to negligence by our team, and if so, to provide an appropriate solution/replacement.

What are you working hours?

Our office opening hours are as follows:

Monday to Friday 09:00 AM - 06:00 PM

Saturday CLOSED

Sunday CLOSED

Our care is delivered 7 days a week, Morning, Daytime and Evening shifts available.

What payment methods do you take?

We have direct internet transfer details you can use. For NDIS registered clients, payment will be as per the NDIS plan, or via your management plan.