As a Self-managed Member, you can organise most visit changes through the app.
One-off visits — including your first visit with a Helper — are requested in one place.
Recurring visits are managed separately once a visit is set up.
For one-off visits, or to arrange your first visit with a Helper:
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 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 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.
Managing Recurring Visits
When to use this:
You want to set up a regular visit with a Helper.
You need to change the details of an ongoing visit (such as the day, time, or frequency).
You want to stop a regular visit.
Recurring Helper visits are managed from the Self Managed Tools.
Open the Five Good Friends app on your phone or tablet and log in.
Once you’re logged in, look for the plus sign (+) on the right-hand side of the screen.
Tap the plus sign, and then select your name to open the menu.
From the menu, select Self-Managed Tools.
You’ll now see a list of actions you can take. Select Manage recurring Helper visits to continue, and submit the appropriate form for your request.
Please note: You will be charged a cancellation fee if you cancel within 48 hours of a scheduled visit.
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 use the app to book a consult with your Care Navigator if the issue seems more complex.