Frequently asked questions

A new Commonwealth Aged Care Act (2024) came into effect on 1 November 2025. On 1 November 2025, Connect become a registered aged care provider. In the lead up, Connect updated and/or adopted several policies and statements to ensure we met the aims and objectives of the new Act.

These can be found here:

• Client Feedback 
• Complaints Management
• Confidentiality
• Incident Management
• Privacy
• Service Information
• Client Safety and Security 
• Code of Conduct for Aged Care Consumer Fact Sheet
• Code of Ethics and Conduct 
• Open Disclosure 
• Recruitment 
• Risk Management 
• Diversity and Cultural Inclusion
• Safeguarding
• Supported Decision Making
• Client Service Charter
• Whistleblower Policy

The new Act is a major change to aged care services in Australia – the biggest change in almost 30 years. Connect will continue to update its website and publications as we work through this change. If you have any questions, please call the office on 9558 – 6800.

Yes, you certainly can. Register through the My Aged Care portal. Visit their website or call 1800 200 422 to find out more.

If you are unable to attend your booking, please contact us as soon as possible. That way we can allocate your seat to someone on the list, someone who otherwise will miss out.

Cancellation Fees may apply.

Unexpected mechanical problems or driver illness can occasionally occur. We have contingency plans in place, but despite best efforts a service may need to be cancelled. On the rare occasion this happens, we will always attempt to contact you and arrange an alternative.  It is very helpful if your phone has an answering service. If you have a mobile phone, please let the office know.

The cost of the service can vary depending on the type of service and / or the location. Our fees help recover some of the costs of running the service. Community Transport providers are required under their operating contracts to charge fees to Clients.
Commonwealth Home Support Program (CHSP) and Community Transport Program (CTP) clients pay Connect a Government subsidised fare for their transport.

Our financial hardship policy for CHSP clients can be found here. The financial hardship policy applies to CHSP clients only – NDIS and Support at Home (Home Care Packages) are subject to sperate arrangements. Eligibility for the NSW Government Community Transport Program (CTP), which is aimed at ‘transport disadvantaged’ people under 65 years of age, is set out in the CTP agreement/contract.

Clients receiving Commonwealth Homecare Packages (HCP) are charged on a full cost recovery basis. NDIS clients should call to receive a quote which will be supplied based on the type of service and assistance required.

If you are considering moving from CHSP to HCP, or require more information about our fees, contact the office for assistance.

Drivers are not permitted to negotiate fees, so please discuss any queries or concerns with the office well before your trip.

Connect: Inner West operates as cashless. Clients are given the option of payment by debit card, credit card or direct debit. Transactions can be made in person (tap & go), electronically or by phone.

All services provide a level of assistance and drivers will always help you with things like getting in or out of the vehicle, should you need it.

Not all clients are the same – some may require more help than others. What one client may consider appropriate assistance may be considered by another passenger as fussing or demeaning of their ability.

Our staff need clarity in this regard. Assistance is part of the service, so please let us know if you need help.

The level of assistance provided may vary depending on the type of service. Many of our shopping services have an assistant on board to assist you with your items, while only select social outings will have an assistant. If you require assistance please be sure to check that it is available on a particular service at the time of booking.

For safety reasons, the drivers on some services may not be able to leave the vehicle.

Connect: Inner West is bound to privacy legislation, and we conform to those requirements. All information regarding passengers is kept secure in our office. Old paper-based information and records are regularly disposed of correctly, and computer-based information is password protected.

Your private information will never be disclosed to anyone without your permission. You have a right to be informed of any of your personal information.

After completing the questions, you’ll be asked if you agree to some of your information being made available to other parties.

If you agree, statistical information concerning your use of services will be provided to government agencies. The data is encrypted into a code before being sent to them. It is used for planning purposes and is useful to both Connect: Inner West and the funding bodies.

The data is also used as proof that Connect: Inner West has provided services to you, and is used in funding decisions.

If you do not agree to the info being passed on, we keep the information for our use only. More information about how this works is available by contacting the office.

Your decision to withhold information for privacy reasons does not affect your right to services.

Yes, whether your carer is a relative, a neighbour or a friend, we need to know if you have a carer so we can contact them if necessary. We like to ensure our services meet your expectations, as well as theirs.

It is imperative that you advise at the time of booking if you will have a carer accompanying you so that our scheduling team can ensure space is allocated in the vehicle.

A carer is a person such as a family member, friend or neighbour, who provides regular care and assistance to a Connect CHSP client who is frail due to age, without payment for their caring role.

As the CHSP is an entry level aged care program that supports older people to live independently at home, it is not anticipated that CHSP clients (‘care recipient’) would ordinarily require a carer to accompany them to connect with the community and attend their usual activities.

Where a carer may be required, normally because of mobility challenges, they may travel with the care recipient free of charge (other charges may apply).

Where a carer may be required because the care recipient is experiencing cognitive decline or behavioural issues, they may travel with the care recipient free of charge (other charges may apply). In such situations, Connect as an entry level aged care provider may refer the CHSP client to My Aged Care for a re-assessment of their care needs.

Connect will assess the merits of any proposal to register as a CHSP client’s carer. A CHSP client and their proposed carer must be prepared to provide information on their relationship if required.

A Carer must be picked up from and dropped off at the carer recipients’ location. Connect will not pick up or drop off a Carer other than with their care recipient.

Where a proposed carer themselves is eligible for CHSP, the proposed carer must be registered with Connect as a CHSP client.

A carer must provide Connect with their personal details sufficient to establish them on Connect’s dispatch system, including whether they are a registered as a ‘Support Person’ for the care recipient on My Aged Care.

Carers must be present and physically capable of always assisting the care recipient when accompanying a care recipient. Carers must not engage in their own shopping or social activities or attend their own appointments whist accompanying their care recipient.

Carers are required to abide by the expected behavioural standards set out in Connect’s ‘Client Services Charter’, any other relevant policies, and follow the directions of staff.

Connect reserves the right to decline, limit or terminate any carer transport arrangements at any time.

An advocate is a person who, with your authority, represents your interests. You can use an independent advocate of your choice to negotiate on your behalf. This may be a family member, friend or an advocacy service.

If you don’t know anyone appropriate, the office can help find an advocacy service for you. A Community Transport staff member can also act on your behalf if you wish. It’s important for us to know that someone has the right to speak on your behalf.

If you wish to use a person or a member of staff as an advocate or would like to change your nominated advocate, then you need to inform us. That’s best done in writing, but if you prefer another method please call the office and we’ll work out a way.

A reassessment is to check that we have up-to-date information about you.

From time to time the office, or a representative of Connect: Inner West, may contact you and conduct a reassessment. This will be conducted at a time suitable to you.

Like your original assessment, it’s to ensure we have the right information to serve you best. The staff member will also check that services are still meeting your needs and advise you of any other services that may be useful.

Doctors and hospitals can be quite flexible in appointment times when they know you use Community Transport. If Connect: Inner West services are booked out for your appointment time, please tell the doctors/hospital receptionist, and ask if the date or time can be changed.

If for any reason we are still unable to arrange transportation at a suitable time, you may be eligible to use our Community Cabcharge card facility.  You must seek permission from the scheduling team in order to use this card facility inside of normal operating hours.

If you require more information about obtaining or using a Connect: Inner West Community Cabcharge card, please call us.

Clients occasionally ask drivers to stop or make a quick detour. A typical scenario is to stop at a chemist for medications, or a shop for milk. A decision to stop or detour is at the driver’s discretion and is contingent on client and driver safety, other passengers and the vehicle’s forward scheduled commitments.

If you know at the time of booking that you will require a stop – please let the scheduling team know so they may allot extra time where possible.

Moving over to a Home Care Package from the Commonwealth Home Support Program (CHSP) can have implications on the cost and eligibility of some of the services currently provided to you by Connect.

If you are unsure about how the change could affect you, please call us to discuss before moving over.  We can help you to understand any differences the change will make to your services, ensuring you are confident and happy with your final decision.

Your rights and responsibilities are covered in our Client Services Charter.

An important source of information is passenger / client feedback. If we don’t know it’s broken, we can’t fix it.

You may want to use an advocate to negotiate for you.

Any feedback made will not affect any service you get now or in the future. Connect: Inner West should get back to you within 14 days.

If you are unhappy about any part of the service provided to you and would like to make a complaint, we suggest you follow these steps.

1. If you feel comfortable about it, raise your complaint with the staff member or passenger concerned in the first place.
2. If you are not satisfied with the outcome of step one, or not comfortable discussing the issue with the person concerned, you should contact the Operations Manager.
3. If the issue is still not satisfactorily resolved, you should raise the issue with the General Manager. Our office can put you in touch with either of these staff.
4. If after approaching the above positions, the issue is still not resolved, you may want to refer the complaint to the body that funds Community Transport in NSW. Write to:

Service Contract Teams
Community Transport
Transport for NSW
Locked Bag 5085
Parramatta NSW 2124

5. You will be informed of the outcome of your complaint and asked for your feedback on the complaints procedure.

Information on Commonwealth funded aged care services including information on complaint pathways can be found on the My Aged Care website https://www.myagedcare.gov.au/

The NSW Ombudsman’s Office has an excellent online guide about making a complaint, and also an online complaint form. Visit their website.

You can also phone them weekdays, 9am to 5pm, on 9286 1000