Coronavirus (COVID-19) information for our customers

The health and safety of our customers is of utmost importance to us.

We are actively monitoring the Coronavirus (COVID-19) situation and closely following the advice and recommendations of the Commonwealth Department of Health. We also continue to deliver quality services to our customers to maintain their health and wellbeing.

Coronavirus (or COVID-19) is a respiratory illness, with symptoms ranging from a mild cough to pneumonia. Some people recover quickly and easily, and others may get very sick, very quickly. Symptoms can include fever, shortness of breath, and flu-like symptoms such as coughing, sore throat and fatigue.

Good hygiene can prevent infection for many people. The Australian Government’s COVID-19 website has key resources to help you understand if you are at risk, if you need to isolate, and how to prevent contracting the disease.

If you are sick and think you have symptoms of COVID-19, seek medical attention.

If you are concerned about your exposure to coronavirus, call the Department of Health hotline: 1800 020 080 (24 hours a day, seven days a week).

Metropolitan Melbourne is under Stage 4 restrictions until at least Sunday 28 September.

The main points of the Stage 4 restrictions are:

  • Curfew in place 9pm to 5am
  • Stay within 5km of your home except for permitted reasons such as work or education, if these cannot be done at home
  • Exercise or recreation: two people or a household can meet outdoors for two hours maximum
  • Visitors to the home: “Single person bubble” one nominated visitor if living alone/single parent (all children under 18)
  • Childcare and schools are closed, except for children of permitted workers
  • Shopping for essentials, one person per household, once a day
  • Restaurants and cafes open for takeaway and delivery only

You can find out more about the restrictions that apply in Regional Victoria from this link.

In addition, everyone in Victoria must wear a face covering if you are leaving home for one of the approved reasons.

The safety of our customers and staff is our number one priority. We have the following general safety measures in place:

  • All of our in-home and accommodation support workers wear surgical masks and face shields when working with clients in Victoria and parts of NSW.
  • Our employees have undertaken additional infection control training.
  • We have trained our staff in the use of Personal Protective Equipment (PPE).
  • We have increased deep cleaning of our sites, and disinfect all equipment after every use.
  • We have strict self-isolation rules for our employees who are feeling unwell, or who may have been exposed to coronavirus.
  • We are reinforcing standard transmission precautions with our teams, including hand-washing hygiene.
  • Our employees have been requested to get vaccinated for influenza (the flu).
  • Our staff will wear gloves when handling bodily substances, and are practicing good hand hygiene as a critical practice.
  • We’ve encouraged our people to download the COVIDSafe app to help health officials quickly contact people who may have been exposed to COVID-19 virus.


There will be no visitors to our accommodation homes until further notice, unless they are providing care for residents. The following process will apply:

  • All visitors will need to be temperature checked prior to entry and checked to ensure they are feeling well, and are not exhibiting any flu-like symptoms.
  • They will also need to use the hand sanitiser provided prior to entry to the home.
  • Visitors will also need to provide names, address and contact details, should we need to contact them for tracing purposes.
  • Face masks will be required upon entry.
  • Visitors will also need to practice strict hygiene and social distancing measures.

If you do not have any flu-like symptoms, then your in-home support services can continue. Please note, in Victoria and parts of NSW our support workers have been instructed to wear a surgical face mask and face shield while working with customers to keep you safe. All of our support workers across Australia will continue to practice strict hygiene and social distancing measures.