General enquiries 5434 6411
Office hours 8.30am to 5.30pm Monday to Friday, excluding public holidays.
195-229 Lyttleton Terrace, Bendigo
PO Box 733, Bendigo 3552.
Email ads@bendigo.vic.gov.au
After Hours Emergency Contact 5434 6000
The aim of the Home and Community Care (HACC) program is to support people in their own homes and communities by providing services that promote and maintain independence. The HACC target group is aged and frail people, people with disabilities and their carers.
The new Aged and Disability Services Guide is now available.
Available at the City of Greater Bendigo’s Customer Service Centre and the Commonwealth Carelink Centre in Queen Street, Bendigo
Download the guide as a PDF (590kb)
The Commonwealth Carelink Centre provides a wide range of information on health and other available services.
A request for an assessment can be made by phoning Commonwealth Carelink Centre. Referrals are accepted from all sources, provided the individual consents.
Contact Commonwealth Carelink Centre on 1800 052 222 (Tollfree).
An assessment is required to determine a person's eligibility. Sometimes demand for the services outweighs availability and it is the City of Greater Bendigo's responsibility to ensure services are allocated equitably.
Following assessment, an individualised care plan will be agreed upon by the client and the assessment officer, detailing the services and tasks required. A copy of the care plan will be kept in the client's home and should be accessible for all Community Care staff.
Re-assessments for clients are conducted routinely or when the clients or household circumstances change.
Please contact the Aged and Disability Services on 5434 6411 to discuss.
Services incur a fee based on the client or household income. Each case will be assessed individually and the fee will be determined at the time of assessment.
Upon provision of services, clients are required to sign a log sheet stating the day and time of service provided for Home Care, Personal Care, Respite Care and Property Maintenance when Community Care staff attend.
Accounts are sent to clients and can be paid at Australia Post outlets, Bendigo Bank branches, City of Greater Bendigo offices in Lyttleton Terrace or by B-Point, B-Pay Internet, telephone, or cheque.
Direct debit can be arranged by phoning 5434 6135.
It is important for clients to notify of cancellations as early as possible. If clients do not advise of a cancellation of a booking or meal and the Community Carer arrives for the booking, a half hour fee or meal cost will be incurred.
Cancellations of Respite Care bookings require 24 hours notice, or a fee for one hour will be incurred. Extenuating circumstances will be considered regarding payments for cancellations.
The health and safety of all employees in Victoria is guided by the Occupational Health and Safety Act 2004.
When Community Care staff or volunteers are working in your home it becomes a workplace and the relevant OH&S legislation applies.
The City of Greater Bendigo cannot deliver services that place Community Care staff, volunteers, clients or others at risk. To do so would breach OH&S Legislation.
Before services begin, a home safety check will be conducted to ensure a safe work environment for staff and volunteers.
This check will usually be conducted at the time of assessment/reassessment and clients will be advised of any changes needed to meet OH&S requirements.
If a client moves house another safety check is required before services recommence.
Clients should notify the City of Greater Bendigo on 5434 6411 when planning to move.
All clients and their families are encouraged to develop a personal emergency plan to assist them in the event of an emergency such as a bush fire or a flood. In particular clients are encouraged to prepare for summer by developing a leave early bushfire plan.
A copy of the Australian Red Cross – Bushfire: Preparing to Leave Early plan is provided to clients and we encourage you to complete your plan and discuss this with your family and neighbours.
During times of extreme heat and during emergencies the Aged and Disability Services staff will endeavour to monitor the health and wellbeing of clients.
For days of extreme heat please read Department of Health’s brochure ‘Staying healthy in the heat’ which gives you tips on how to cope with the heat and who is most at risk during a heatwave.
If you think your rights are not being respected, you might need support to speak up or complain. There are independent advocacy services in each State that can assist you. An advocate can also be a trusted friend or family member.
Assistance with advocacy is available at:
We aim for high standards in quality of care and customer service and we are keen to hear your feedback about our services.
Complaints and/or concerns are taken very seriously and are reviewed to help improve services.
All complaints are recorded and acted upon under the Complaints Procedure, which gives the client the opportunity to relate their concerns to staff.
A copy of the Complaints Policy can be obtained from Aged & Disability Services on 5434 6411.
Protection of privacy and the confidentiality of personal and/or health information is very important. The City of Greater Bendigo policies and procedures comply with current legislation and all client information is treated as strictly confidential.
All staff and volunteers are required to sign a confidentiality agreement and to undergo a police check.
Community Care staff working with children under 18 years are also required to obtain a Working With Children check.
Clients have the right to access their personal and health information held by the City of Greater Bendigo.
Questions regarding privacy and health information policies or access to personal information should be referred to the Privacy Officer during office hours on 5434 6000.
Clients have the right to:
Clients are required to:
It is the policy of Aged and Disability Services that every client should be treated with dignity and respect.
Should you decide to decline or withdraw from any services that you may currently be receiving, we respect your right to do so.
If in the future, you wish to reapply for any service provided by Aged and Disability Services you may do so with assurance that you will not be disadvantaged in any way.
Aged and Disability Services will apply the same eligibility and assessment process as if you were applying for the first time.
Please feel free to discuss your particular circumstances with Aged and Disability Services on 5434 6411.
City of Greater Bendigo is a provider of Home Care services, please contact the Department of Veterans’ Affairs (DVA) on 1800 555 254 or connect to website www.dva.gov.au for further information.
Individually tailored packages of community aged care services, designed to meet the needs of frail older people with complex care needs, who wish to remain living in their own homes. This also includes residents of retirement villages. The Aged Care Packages incorporates:
For further information please contact Case Manager on 5434 6321.
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