As a Self-managed Member, you can organise most visit changes directly with your Helper through the app. Here’s how to manage single visits or recurring schedules.
Request a visit
If you’d like to add a one-off visit:
Contact your Helper to arrange the date, time, service and rate.
The Helper will propose the visit in the app.
You’ll receive a notification to approve the visit.
Once approved, the visit will appear in your schedule.
If you want to add a recurring visit, submit this form so your Care Navigator can set this up and ensure your budget is updated.
Update a visit
Adjusting a scheduled visit (time/day)
If you just need to change the day or time of an upcoming visit:
Contact your Helper directly to discuss the change.
The Helper will update the visit in the app for you.
If you need to change the details of a recurring visit (e.g., switch from weekly to fortnightly), submit this form, so your Care Navigator can adjust your schedule and budget.
Cancel a visit
If you need to cancel a single visit:
Contact your Helper directly to let them know.
Your Helper will cancel the visit in their app.
You’ll receive a notification confirming the cancellation.
Tip: Cancelling directly with your Helper is the fastest way to ensure both of you are aware of the change.
If you need to stop a recurring visit (e.g., weekly cleaning), submit this form, so your Care Navigator can cancel the schedule and adjust your budget accordingly.
Please note: a Helper may charge a late cancellation fee if they are notified less than 24 hours before the scheduled service.
Need help?
If you’re unsure which option applies to you, or you’re having trouble with the app, contact our Customer Service Team on 1300 787 581 (option 1) or book a consult with your Care Navigator if the issue seems more complex.