About the service

Aged Care Transport helps older Australians with mobility challenges get out and about! Our Aged Care Transport Service helps older Australians stay connected to friends and family, their favourite places and the community.

Our dedicated Care Worker can:

  • help you get ready (shower and grooming);
  • drive you to the destination and back;
  • be your travel companion and provide you with any assistance along the way, for example, help with the wheel chair and shopping trolley, buying meals, walking the dog, waiting at the doctors,* etc.,
  • settle you safely back home after the trip.
    *provided a specific request for an enrolled nurse or registered nurse to attend has been made.

1. Where can you take me?

  • social gatherings, events and to visit family and friends
  • medical and health appointments
  • shopping trips and running errands
  • trips for leisure such as picnics, walk in park / beach or any other place that is important to you.

2. Examples of occasions

  • social gatherings, events and to visit family and friends
  • medical and health appointments
  • shopping trips and running errands
  • trips for leisure such as picnics, walk in park / beach or any other place that is important to the customer.

3. What are the hours of operation?

  • Booking hours – 8:30am to 6pm, Monday to Friday.
  • Service is available for a minimum booking period of 1 hour and maximum of 8 hours (inclusive of waiting time).
  • 24 hour notice is preferable, shorter lead times are subject to availability.
  • Available 24/7 with prior booking and confirmation.

4.  Tell me more about the person that will be looking after me

The person looking after you is a Whiddon Certified Community Care Worker experienced in support services and has a full driving license. She / he is identifiable by a Whiddon name badge.

Whiddon invests a lot in attracting and training people who are committed to making a real difference to the lives of older Australians, so Clients can rest assured that the Care Worker will do everything under her / his control to make the trip reliable, comfortable and safe.

5. Do I have a choice between a male or female care worker?

Yes, subject to availability.

6. Is this service guaranteed?

Yes, once the booking has been confirmed, the service is guaranteed, except in any unforeseen circumstance. In such an event, you will be notified as soon as possible. Where possible, we will try to make alternative arrangements if that suits you.

7. Can I use this service as a one-off?

Yes

8. Can I use this service on an ongoing basis?

Yes

9. Can I bring a friend

Yes you can, however,

  • please let us know at the time of the booking;
  • your friend has to abide by the same code of conduct agreed by yourself at the time of the booking;
  • payment will be under a single bill made at the time of the booking by you.

 

 

Booking Conditions:

10. What are the booking conditions?

Booking confirmation is subject to:

  • Notice period given by client;
  • – Booking slots available;
  • – Successful completion of over-the-phone client and location assessment;
  • – Client / person representing the client agreeing to ensure that client and anyone else involved will abide by Whiddon’s terms and conditions, including the Client Code of Conduct.

11. Why do I have to answer assessment questions at the time of booking

This is to ensure that we understand your unique requirements completely and provide the right resources to deliver a quality service. We try to keep these questions to a minimum.

Cost and Payment

12. How much does it cost?

Our rates depend on distance travelled, duration of service, day of week, time of day and waiting time.
For quotes, please contact us on 1300 738 388

13. Why are the rates different for different times of the day, weekends and public holidays?

This is because the Whiddon employees, as per their enterprise agreement, are covered at different rates for evening and weekend work.

14. Is this service available to people with a Home Care Package?

Yes. The cost of the service is then charged to your package.

15. Is this service available to private customers?

Yes. For any one-time only service, payment is made at the time of booking to confirm your booking.
For regular bookings, you can enter into an on-going contractual agreement with us where you will be invoiced on the monthly basis after the service.

16. What happens if my booking runs over time?

Unfortunately our care worker still needs to be paid for his / her time and vehicle expenses (if applicable). Therefore this will incur additional charges and you will be invoiced accordingly.

17. Can I get a refund if I change my mind or no longer need the service?

Yes, provided the notice is given 24 hours in advance, as less than 24 hour notice limits our Care Worker from being re-booked into another service.

 

 

Termination

18. How do I cancel or postpone this service?

Call us on 1300 738 388 between 6am to 6pm, Monday to Sunday. Cancellations with less than 24 hour notice is non refundable.

 

 

Customer Code of Conduct

What are some protocols around behavior for the customer and the care worker?

  • to make every effort not to make unreasonable demands.
  • refrain from using abusive or unacceptable language.
  • not engage in any improper or inappropriate conduct including improper or inappropriate conduct of a sexual nature.
  • not engage in the use of or be adversely affected by illegal drugs while the Care Worker is in attendance.
  • not put themselves or Care Worker at risk of harm or injury.
  • not request Care Worker to engage in any illegal, improper or inappropriate conduct.
  • respect the Care Workers’ religious, cultural and personal beliefs and not engage in any form of discrimination.
  • Other friends and family members joining the Client are also required to treat the Care Worker in accordance with this Code of Conduct.