A quick guide to what's changing from 10 August 2026
From 10 August 2026, when transport is needed as part of your agreed service it will be included within your Helpers' hourly rate. You will see a small change on your statement based on the distance your Helper is expected to travel.
Here's what you need to know.
Which services include travel?
The following services will have travel included in the rate:
1. Driving & Community Access
Your Helper supports you while accompanying you in the community, such as:
Attending appointments
Going shopping
Visiting friends or family
Social outings and activities
2. Direct Transport
Your Helper drives you from one location to another without providing support during the trip.
3. Shopping & Delivery
Your Helper shops on your behalf and delivers your items to you.
Note: If you're accompanying your Helper and receiving support during the outing, Driving & Community Access is usually the most appropriate service.
How transport pricing works
Transport-related services are now grouped into three distance-based tiers.
Transport Tier | Distance |
Local | Less than 20km |
Regional | 20km to 40km |
Extended | More than 40km |
The tier used for your booking is based on the distance your Helper expects to travel during the visit.
What you need to do
When requesting a transport-related service, let your care team know:
Where you need to go, or
The expected travel distance for the visit
This helps us select the correct transport tier when organising the service.
If the travel distance isn't known yet
If the expected distance isn't clear when the organising the service, the visit will automatically be scheduled using the Local tier.
If more travel is needed later, the tier can be updated. Simply discuss the change with your Helper or contact your care team for assistance.
Let us know if your plans change
If your plans change before the visit, for example:
You add an extra stop
You need to travel further than originally planned
The destination changes
Please let your care team know as soon as possible so the booking can be updated with the correct transport tier.
Your statement
You will see this change reflected in your monthly statement. When transport-related services are provided you will see the service type and transport tier (local, regional and extended) on your statement. Examples below:
Driving & Community Access Local Trip | Standard
Direct Transport Regional Trip | Standard
Shopping & Delivery Extended Trip | Standard
Need help?
You don't need to take any action for these changes to commence. Your care team at Five Good Friends and Helper will select the appropriate transport tier when organising your visit.
If you have any questions about transport pricing or believe the wrong tier has been applied, please contact our customer service team on 1300 787 581.
Why are we making this change?
These changes align with the new Support at Home requirements, which require transport costs to be included within the cost of the service.
Travel costs are now incorporated into your Helpers service rates, making transport services simpler and more transparent.