A quick guide to what's changing from 10 August 2026
From 10 August 2026, services that involve driving are scheduled using one of three transport tiers, based on the distance expected to be travelled during your visit. Transport costs are now built into the price of the visit, so you'll see one all-inclusive price rather than a separate travel charge.
This guide walks you through what's changing and what it means for you.
Step 1: Know which services include travel
Three services now come with transport built in:
Driving & Community Access — your Helper provides support while accompanying you in the community, such as attending appointments, shopping, or social outings.
Direct Transport — your Helper transports you from one location to another, without providing support during the visit.
Shopping & Delivery — your Helper shops on your behalf and delivers the items to you. If you go along and receive support during the outing, Driving & Community Access is usually the right service instead.
Step 2: Understand the three transport tiers
Each of these services is priced using one of three distance-based tiers:
Transport Tier | Distance |
Local | Less than 20km |
Regional | 20km to 40km |
Extended | More than 40km |
The tier applied to your visit is based on how far your Helper expects to travel.
Step 3: Let your Helper know your transport needs
When you book a service that involves driving, let your Helper know the locations you need to travel to, or the total distance for the visit. Your Helper will then propose the visit using the appropriate tier: Local, Regional, or Extended.
Step 4: Check the transport tier before you accept
The cost for the selected tier is shown on the visit proposal, so you can see the total price before you accept. The tier will appear as part of the rate name, for example:
Self-managed Driving & Community Access Local Trip I Standard
Self- managed Direct Transport Regional Trip I Standard
Self-managed Shopping & Delivery Extended Trip I Standard
You'll also see the selected tier once your visit is scheduled in the app.
Step 5: If your travel distance isn't known yet
If the distance isn't clear when your visit is booked, it will default to the Local tier. If it turns out more travel is needed, the tier can be reviewed and updated, just let your Helper know, or contact Five Good Friends for support.
Step 6: Tell your Helper if plans change
If your plans change before the visit, for example, you decide to add a stop or travel further than originally planned — please let your Helper know as early as possible, so the correct tier can be applied.
Step 7: Know who to contact
You don't need to do anything for this change to take effect, your Helper will apply the right tier when proposing your visit. It's just worth checking, when you accept a visit, that the service and transport tier match what you're expecting.
If you have any questions about how transport is charged, or think the wrong tier has been applied to a booking, contact your care navigator or our customer service team on 1300 787 581.
Why is this changing?
This change aligns with Support at Home requirements, which mean transport costs need to be included in the overall Helper service price rather than charged separately. As part of our annual price review, Helpers have built travel costs into their rates, so driving services are now offered at one simple, all-inclusive price.