We understand that sometimes things happen, and you might need to cancel your service. To avoid a cancellation fee, please cancel your service 48 hours before the scheduled time. You can do so using the Catholic Healthcare App or by contacting our friendly and qualified customer service team.

Sometimes things come up that are beyond our control, and your usual community worker may not be able to work their shift, for example due to illness. If this happens, we will try to find a replacement community worker to visit you and we will do our best to provide you with two hours’ notice.

If your service needs to be rescheduled to an alternate day, we will discuss this with you before booking the service in.

Where this is possible, we will try to reschedule your usual community worker to an alternate time. Unfortunately, this is not always possible, and in this instance, we will organise another one of our friendly community workers to visit you.

We understand that a change in time can be a major disruption for you and so if the rescheduled service time is more than 15 minutes outside of the original time, you’re welcome to cancel at no cost.

If the rescheduled service time is within 15 minutes of the original time, or if you don’t want to use an alternate community worker, you can cancel but you’ll be charged the full service fee.

It is easy to reschedule your service! You can use the Catholic Healthcare App or contact our friendly and qualified Customer Service team.

Like most services, a time window is provided. Our community workers will always do their best to make their booking on time but occasionally delays can occur, such as unexpected traffic and trouble finding parking. If your community worker is running behind (or in front) of schedule by more than 30 minutes, you’ll be notified via SMS message to your mobile phone and via the Catholic Healthcare App.

Please note that for time-critical services such as medication, our community workers will always do their best to be on time.

Our community workers are skilled at providing support with a variety of basic tasks, such as light housekeeping, but please understand their services may not match that of professional service providers, such as professional cleaners or gardeners.

Please understand they will do their best but if you have helpful feedback, don’t hesitate to raise it with them directly. If you’d like more help with the situation, you can call our friendly Customer Service team to talk it through.