Frequently Asked Questions

About SupportsMe
What is SupportsMe?
SupportsMe is an online platform that connects clients with independent support workers. Clients can find, book and manage supports, while workers maintain flexibility and control over their services.
Who can use SupportsMe?
SupportsMe is designed for: • People with disability • Older Australians • Families and carers • Private-paying clients • Independent healthcare and support workers
Can I use SupportsMe with aged care funding?
Yes. If you receive funding through programs like the Support at Home program (or Home Care Package), you may be able to use SupportsMe, depending on how your funding is managed. If you’re unsure, we recommend checking with your provider.
What kind of help can I get at home?
Support workers can assist with everyday tasks like: Personal care (showering, dressing) Cleaning and household help Meal preparation Shopping and errands Social support and companionship Transport to appointments
Is SupportsMe an NDIS provider?
No. SupportsMe is a a technology platform that connects clients and independent support workers. We do not deliver support services directly.
Do I need NDIS funding to use SupportsMe?
No. SupportsMe is available to: • NDIS participants • Support at Home / Aged care clients • Private-paying clients
How soon can I start using SupportsMe after signing up?
You can begin browsing profiles or posting requests as soon as your account is set up and verified.
Safety & Compliance
Are support workers employed by SupportsMe?
No. All workers on SupportsMe are independent contractors. Clients engage workers directly through the platform.
How do you verify support workers?
Workers must complete identity verification and upload required documentation before accepting bookings. This may include: • Background checks • Relevant qualifications • Required screening clearances • ABN details
What standards are expected from workers?
Workers must: • Follow the SupportsMe Code of Conduct • Deliver services safely and within their qualifications • Comply with applicable laws and Aged Care/NDIS requirements.
Are support workers insured?
Yes. Workers are covered by Professional Indemnity and Public Liability Insurance only when services are: • Booked through SupportsMe • Confirmed within the platform • Paid through the platform Insurance does not apply to: • Private arrangements • Cash payments • Direct transfers outside the platform • Services not recorded in the system If bookings or payments occur outside SupportsMe, platform protections and insurance do not apply.
Bookings, Payments & Fees
How do bookings and payments work?
Clients choose a support worker, agree on the services and rates, and confirm bookings through the platform. Payments are processed securely after services are delivered. Invoices and records are available for personal tracking, plan management, or funding claims (such as NDIS or aged care where applicable).
How much does SupportsMe cost?
Support workers set their own hourly rates, which must: • Meet a minimum rate set by SupportsMe • Stay within NDIS price caps where applicable SupportsMe platform fees: • 6% for clients • 6% for workers You’ll always see total costs clearly before confirming a booking.
Can a worker refuse a booking?
Yes. Workers are independent and can choose which bookings they accept.
Is there a service agreement?
Yes. Before supports begin, you and your worker agree on: • Duties • Hours • Rates • Cancellation terms This ensures clarity and mutual understanding
Can bookings be cancelled?
Yes. Cancellation terms are agreed between you and your support worker and outlined in your service agreement. Always manage cancellations through the platform to maintain accurate records and protections.
Can I bring my own support worker to the platform?
Yes. You can invite someone you already know to join SupportsMe. Once they’re verified, you can work together via the platform.
Issues, Incidents & Complaints
What if something goes wrong during a session?
Your safety comes first. Contact emergency services if needed. You should then report the incident through the platform so we can support you.
How do I provide feedback or make a complaint?
You can submit feedback or lodge a complaint through the SupportsMe website using the Feedback and Complaints form.
Client FAQs
How do I find the right support worker?
You can: • Browse profiles • Review skills and experience • Check availability • Message workers before booking
Can I engage multiple support workers?
Yes. You can work with different workers to suit your needs and schedule.
What if a support worker isn’t suitable?
You can stop working with a worker at any time, subject to agreed cancellation terms. There are no long-term lock-in contracts.
Can someone help manage my account?
Yes. A family member, nominee or carer can assist with your account if you provide consent.
Worker FAQs
Who can join SupportsMe?
Independent support workers who meet verification and compliance requirements.
Am I employed by SupportsMe?
No. You operate as an independent contractor. SupportsMe provides the platform - you manage your own services.
What documents do I need to provide?
You must provide: • ABN details • Identity verification • Required screening checks • Relevant qualifications (depending on services offered) Additional documents may be required depending on the type of support you deliver.
Who is responsible for tax and super?
Support workers are responsible for managing their own tax and superannuation obligations.
Can I choose which clients I work with?
Yes. You decide which bookings to accept.
Do I set my own rates and schedule?
Yes. You control your availability and the rates you charge (within platform and NDIS guidelines).
How do I get paid?
Payments are processed securely through the platform after services are completed. You are responsible for managing your own tax, superannuation, and business obligations.
Can I work with clients outside the platform?
No. If you connect with a client through SupportsMe, all bookings and payments must remain on the platform.