Private-pay support services: questions to ask before booking
Some people arrange support privately, without using an NDIS or aged-care funded service. Costs, service terms and consumer protections can depend on the service and provider. Before booking, ask for written information and take time to compare. Care4AU is a directory and does not set provider prices or guarantee a service.
Request a clear written quote
Ask what the hourly or session rate covers, the minimum booking length, travel time or distance charges, after-hours rates, cancellation fees, equipment or consumable costs, and any assessment or setup fees. Confirm whether prices include GST where applicable and when invoices are due. Ask what may change the total cost and how much notice you will receive before a price change.
Check what the service includes
Ask which tasks will be performed, where they will happen, who will provide the service and whether the provider can meet the person’s communication and accessibility preferences. For personal care, health or allied health services, check relevant qualifications, registration or professional membership and insurance. For home visits, ask how worker identity and safety are managed.
Read the agreement before starting
Review the service agreement for scope, schedule, fees, travel, cancellations, privacy, records, complaints, changes, termination and refund terms. Ask the provider to explain unfamiliar terms in plain language and provide an accessible copy if needed. Keep a copy of the agreement and invoices. Do not feel pressured to sign immediately.
Check consumer rights and resolve issues
Private service arrangements may be covered by Australian Consumer Law, but the application can depend on the facts and service. If a problem arises, contact the provider first and keep records. For general consumer guidance, consult the Australian Competition and Consumer Commission or the consumer protection agency in your state or territory. Seek independent advice for complex disputes.
Compare options fairly
- Does the provider serve your suburb and have capacity on the days needed?
- What is the full expected cost over a typical week or month?
- Can the provider offer a consistent worker and a backup plan?
- How can preferences or complaints be raised?
- What notice is needed to change or stop the service?
For aged-care funded services, check the relevant program rules and contribution information with My Aged Care. For NDIS supports, confirm plan management and current requirements with the NDIA. Read our questions to ask providers, service agreement guide and free support request form.