Frequently Asked Questions


Finding a Hero

How much does it cost to find a Hero?

It's free to register to find a Hero. You're then able to browse our directory of amazing Heroes to find the most suitable carer or companion for you.

How do I look for Hero?

Simply, go to our Home Page and click Find a Hero.

Can I trust the Heroes?

Our Heroes have been screened with online tests, face to face interview, 3 reference checks and a police check. Also we encourage Members to rate and give feedback on their Heroes so that others can use the community to find suitable Heroes.

All Heroes are insured for Public Liability, Errors and Omissions and Personal Accident Liability.

How much will it cost?

For bookings up to end 31 July 2018, a flat rate of $32 per hour incl. GST is charged for all services provided. After this date the rate will increase to $35 per hour. You only pay for the time the Hero is providing care.

How do I pay for the services?

Upon completion of each mission, an invoice will be sent to your email for payment (depending on your account settings) either through credit card, My Aged Care, third party or we will claim through the NDIS portal.

How is a visit from a Hero carried out?

Once your Hero arrives they will carry out the activities and tasks agreed upon in your personal messages, to build an ongoing relationship. Once the Mission is finished, they will complete the Mission and an invoice will be sent to your email for payment

How do I rate my Hero?

A rating pop up will be sent to you along with your invoice at the completion of your visit which will allow you to rate your Hero out of 5 and leave comments.

How do I cancel a Hero?

Go to the mission status and select cancel. Cancellations more than 24 hours in advance will not incur a penalty. Cancellations within 24 hours of the visit will incur the cost for the scheduled visit.

What if the Hero cancels

If the Hero cancels you will not be charged.

Heroes are evaluated based on their ratings. If you are dissatisfied please rate them and provide feedback for the rest of the community.

What if the Hero is late?

You only pay for the service you are provided. Heroes are paid per hour so you will not be charged until they arrive to start work and the payment will end when they leave. If they are late and an agreement is not made for them to make up this time please rate them and provide feedback for the rest of the community.

How do I look for a Hero with specific skills?

Each Hero has a profile with a description of themselves and their skills. You can create a Mission on the Mission Board which is shared with all Active Heroes, with details of your required Hero

What if I need nursing, medical or personal care?

Heroes only provide companionship and non-medical services. If you require nursing, medical or personal care we can assist you to find the right support and services for you. Give us a call on 02 8310 7531.

If the matter is urgent please contact a professional health care provider or call 000 immediately.


Being a Hero

How much does it cost to register as a Hero?

It's completely free to sign up!

How do I register?

Select "Become a Hero" on the Header, to set up your profile.

What are the requirements to become a Hero?

All Heroes must have:

  • Valid police check (less than 2 years old) with NO discloseable court outcomes.
  • 3 references who think you are an excellent Hero (cannot be a relative, can be international but must speak english).
  • An ABN.
  • The right to work in Australia.
  • An Australian Bank Account.

Only once we have the above are we able to publish your profile in our directory.

How much do I get paid?

For bookings up to end 31 July 2018, Heroes are paid $25 per hour for all companionship and domestic assistance services, including transport. For bookings after this date, Heroes are paid $27.30

How do I get paid?

Heroes are paid twice a month (on the 1st and the 15th) for the work they completed in the prior month. All missions that are confirmed from 1-15 of the month will be paid on the 1st of the following month, All missions that are confirmed from 17-31 of the month will be paid on the 15th of the following month.

Heroes are paid into the bank account in their profile. Please make sure that these details are correct. Whilst we will follow up any incorrect payments, we cannot guarantee that we will be able to get these payments back for you. If you change your bank details, you need to email us at accounts@homecareheroes.com.au so that we can change your bank details in our system.

How are my hours calculated?

Once the task is completed, login and complete the visit. After completion a confirmation email will be sent to Member for approval. You still get paid for 1 hour if the mission takes less than 59 minutes.

What if I want to volunteer?

All Heroes are paid the standard hourly rate. You are free to do whatever you like with your payments, including donating them to charity! If this is something you're interested in, please contact us at hello@homecareheroes.com.au.

How far do I need to travel?

You are your own boss so you decide! Members are matched to you by location. It is then your choice to decide if you want to accept missions.

Do I get paid for travel time?

No, the visit begins once you arrive at the Member's house and ends when you leave.

Do I get paid for petrol if I need to take the Member out in my car?

Before each outing, please speak to your members about expenses, they won't bite! You are paid for the time that you are with a person providing support and companionship services.

What happens if the Member cancels?

If Member cancels within 24 hours, this will be considered a forfeit and you will still get paid for the full amount of the scheduled agreement.

Can I contact a Member who has not yet contacted me?

Use your profile to advertise the quality of your services and a Member will find you. For privacy and security purposes we cannot disclose the personal details of our Members. If you are having trouble finding a Member, please let us know through our Contact Us page so we can help you.

You can respond to Missions that are posted on the Mission Board.

Do I need insurance?

Yes. In order for us to protect both ourselves and your best interests all Heroes are required to have public liability and errors and omissions insurance.

Home Care Heroes has a Group Public Liability and Errors and Omissions policy that covers Heroes for any incidents that might occur whilst working as a Hero. Home Care Heroes also has a Group Personal Accident Liability Insurance which covers Heroes in case they are injured whilst working as a Hero. For bookings before end 31 July 2018, the cost of this policy is $0.48 per hour of work. For bookings after this date, the cost is $0.45. The relevant amount is automatically deducted from our payments to you.

If you already have appropriate insurance, please email us a a copy of your Certificate of Insurance and we will remove you from our policy.

What does your insurance cover?

Home Care Heroes have a Group Liability & Errors and Omissions. If you are covered by our insurance, in the event that you are held responsible / liabile for personal injury, property damage or financial injury resulting from your work as a Hero, this policy will protect the interest of Home Care Heroes and of Heroes themselves.

Home Care Heroes also have a Group Personal Accident policy. If you are covered by our insurance and are injured whilst working and unable to work, this policy would pay a weekly benefit to cover a portion of the weekly wages received from Home Care Heroes bookings.

What happens if a Member is injured whilst I am caring for them?

If a Member is injured whilst you are caring for them and they believe that this injury is a result of your actions, they will need to submit their demands for compensation to Home Care Heroes in writing at the earliest possible opportunity.

Once you receive demands from a Member, you will need to provide this to Home Care Heroes as soon as possible so that a claim can be lodged with our Insurer. Home Care Heroes’ Insurance Broker and/or Insurer will then manage this claim on our behalf.

What happens if I get injured whilst working as a Hero?

If you are covered by our insurance and are injured while working as a Hero, please contact us as soon as possible so that we can assist you through lodgement of a claim.

If you provide your own insurance it is your responsibility to handle claims with your insurer.

Do I have to pay tax?

As an independent contractor you need to pay your own tax. Please seek further advice from a tax professional.

How do I obtain a NSW National Police Check?

To speed up the process, you can get your pre-approved National Police Check from Checked Australia using the link below. In addition to being quick and easy, they offer a great price for Home Care Heroes of $44.00 (compared to $53.00 directly with NSW Police and no need to visit the Police Station). We’ll also be automatically notified as soon as your application is completed on the website.

Obtain a Police Check from Checked Australia