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.

We will be updating this page and providing additional communications as the situation changes.

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 Department of Health website has key resources to help you understand if:

If you are sick and think you have symptoms of COVID-19, seek medical attention. You can also use the DHHS’s flowchart for self-assessment of risk.

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).

To help keep our customers safe, we have increased our safety measures:

  • Our employees have undertaken additional infection control training.
  • We have trained our staff in the use of Personal Protective Equipment (PPE).
  • We are undertaking increased deep cleaning of our accommodation sites, and disinfecting 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 COVID-19.
  • We are reinforcing standard transmission precautions with our teams, including hand-washing hygiene.
  • Our employees who work in aged care homes were mandated to get vaccinated for influenza (flu) by the end of April 2020.
  • In line with guidance from the World Health Organisation, our staff wear face masks only when our customers have cold and flu-like symptoms. They will continue to wear gloves when handling bodily substances, and are practicing good hand hygiene as a critical practice.
  1. Wash hands often with soap and running water, for at least 20 seconds. Dry with paper towel or a hand dryer;
  2. Avoid touching your eyes, nose or mouth;
  3. Cover your nose and mouth with a tissue when you cough or sneeze. If you don’t have a tissue, cough or sneeze into your upper sleeve or elbow;
  4. Continue healthy habits: exercise, drink water, get plenty of sleep;
  5. Use alcohol-based hand sanitisers with over 70 per cent alcohol;
  6. Clean and disinfect surfaces;
  7. Keep 1.5 metres between you and other people whenever possible;
  8. Do not touch other people, especially older people and people with existing health conditions; and
  9. Download the COVIDSafe app to help state/territory health officials to quickly contact people who may have been exposed to COVID-19. 
  • Some of our customers and family members are asking whether their support worker should be wearing a face mask during their shifts.
  • Zenitas has infection prevention and control policies and protocols in place, including when and how personal protective equipment such as face masks and gloves should be worn when there is a confirmed case of COVID-19.
  • If a customer requests their support worker to wear a mask, and it is not recommended in our infection control policies and protocols to do so, it is at the discretion of the support worker.

  • NDIA recently announced a number of changes as part of the response to COVID-19.
  • These changes commenced from 25 March 2020 and will be in place for 6 months, subject to any further review by the NDIA.
  • These include:
  • Temporary increase in price limits by 10 per cent for the following critical supports:
    • Assistance with Daily Life (not including Supported Independent Living)
    • Assistance with Social and Community Participation
    • Improved Health and Wellbeing (not including personal training)
    • Improved Daily Living Skills
  • Changes to the definition of short notice period and cancellation rules:
    • The definition of ‘short notice cancellation’ has been broadened. Participants are now required to give 10 business days’ notice if they do not want to pay the full cost of a support service they cancel
  • Capacity for additional Support Coordination to be accessed through Core Support budget
  • In line with these announcements, Zenitas will be passing on a temporary 10 per cent increase to price limits and applying the new cancellation rules.
  • We are also applying the travel costs outlined in the NDIS Price Guide of $0.85 per km.

  • The NDIA has advised if participants’ plan budgets are exhausted prior to their plan end date due to these price increases, they can have their plan reviewed.
  • If a customer runs out of funding and needs more, they can call the NDIS Contact Centre on 1800 800 110, Monday to Friday 8am to 8pm (local time). Select option 5 for plan enquiries related to COVID-19.

  • The Australian Government has a new website for all Coronavirus-related information: https://www.australia.gov.au/
  • Call your local GP if you are unwell, or have any questions around symptoms you are experiencing
  • Call the Government’s Coronavirus national hotline on: 1800 022 222