Frequently Asked Questions
Find answers to common questions about our services, NDIS and aged care.
Aged Care
A Home Care Package (HCP) is Australian Government funding that helps eligible older Australians access a range of care services to remain living independently at home. There are four levels of Home Care Packages, ranging from basic care needs (Level 1) to high-level care needs (Level 4). Contact My Aged Care on 1800 200 422 to find out if you are eligible.
Complaints
We take all feedback and complaints seriously. You can submit a complaint using our online Complaint and Feedback Form, by phone, or in writing. We will acknowledge your complaint within 2 business days and work with you to resolve it promptly and fairly. You also have the right to contact the NDIS Quality and Safeguards Commission (1800 035 544) if you are dissatisfied with our response.
General
Yes. Bamboo Home Support has team members who speak Nepali, Hindi and English. We are also able to facilitate professional interpreter services for other languages. Please let us know your language preference when you contact us.
Getting Started
You can contact us directly by phone or email to discuss your needs. We accept referrals from NDIS participants, aged care clients, families, carers, GPs, hospitals and allied health professionals. Once we understand your needs, we will work with you to develop a tailored support plan.
Yes, Bamboo Home Support provides services seven days a week, including weekends and public holidays. Please contact us to discuss your scheduling needs and we will do our best to accommodate your requirements.
Absolutely. We believe in person-centred care, which means you have every right to be involved in selecting your support worker. We will always try to match you with a worker who meets your preferences, including language, cultural background, gender and experience.
NDIS
The National Disability Insurance Scheme (NDIS) is an Australian Government initiative that funds supports and services for eligible people living with a permanent and significant disability. The NDIS helps participants pursue their goals, live more independently and participate in the community.
To be eligible for the NDIS, you generally need to: be under 65 years of age; be an Australian citizen, permanent resident, or New Zealand citizen with a Protected Special Category Visa; have a permanent disability that significantly affects your daily life. Contact the NDIA on 1800 800 110 or visit ndis.gov.au to check your eligibility.
Privacy
Your privacy and confidentiality are paramount to us. We collect, store and use your personal and health information in strict accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the NDIS Privacy Rules 2014. Please read our Privacy and Confidentiality Policy for full details.
Safety
Yes. All Bamboo Home Support staff undergo thorough pre-employment screening, including NDIS Worker Screening Checks, Working with Children Checks (where applicable), police checks, reference checks, and verification of qualifications and certifications. We also ensure ongoing training and professional development for all team members.