Frequently Asked Questions
How does it work?
Join us at Acquaint to gain access to your personal Service Manager and access our in-house Carers and Registered Nurses for services.
Not only can we help tailor scheduled home services on a one-off or recurring basis, your personal Service Manager helps with any miscellaneous requests, from getting out to that big event to arranging repairs for your broken washing machine.
What am I paying for?
Private in-home services. Our premium experience is powered by a combination of three pillars. Firstly, our actual in-house trained Carers that will personally run your home services. Secondly, a passionate in-house team to coordinate your needs and requests. Thirdly, smart technology to deliver the best client experience.
Who pays?
Our services are paid for by you, the client. You don’t have to receive government contributions to get the help you want, to live the life you want.
As a premium private home care service, Acquaint supports wellness for all, our service pricing is the same no matter how you fund your services. Simply give us a call to discuss your requirements.
Do you provide government funded Home Care Packages?
Acquaint is a private home care service. We have preferred arrangements for clients who choose self management. Please call us to discuss your situation.
If I have a home care package can I use your services?
Yes. Typically our clients are seeking greater services than the small number of hours you get from government funding, even at the maximum level.
We can talk to you about how to best make this work.
Are you an NDIS provider?
Acquaint is a completely private service and is not affiliated with any government funded service. If you are self managed, please talk to us about how we can help.
If I am a self-managed NDIS client can I receive your services?
We do not deal directly with the NDIS however if you are self managed we can talk to you about our private services.
How does it work and where do I make bookings?
You have the option to pay by the hour or by particular service types such as blocks of 24 hour care.
You can easily manage your bookings by calling your personal Service Manager or through our app where you can see your scheduled services and provide feedback.
Who are Acquaint?
Acquaint is Melbourne's premium private home care service. Our staff are a team of dedicated private home care experts.
Our staff are certified Nurses and Carers who have at least twelve months experience and are ready to serve you. They are also in-house hired, trained, insured and bind with a non-disclosure agreement so rest assured you are in good hands with us.
Is your service available anywhere in Australia?
We currently cover the wider Melbourne area including longer shifts on the Mornington and Bellarine Peninsulas.
How do I make a payment?
All payment methods are done via Direct Debit. We can accept other forms of payment; these may incur additional fees.
We'll also send you an invoice each week confirming the actual work invoiced. This will arrive in your inbox well before we process the direct debit so if there are any changes required we can easily attend to them.
I love your shopping service, but who should I pass my cash to?
Acquaint promotes a cashless system for the ease of our clients. We can talk to you about how we best manage the issue of cash.
What’s next if I’m interested?
Call or email us and our team will reach out accordingly.
As a first time client, we will send one of our Service Managers to your home. The purpose of the consultation is for us to get a detailed understanding of how you want your services to be managed.
Our services will then be based on your personalised preferences and requests.
Do I need to be assessed by my doctor before I receive your services?
No, there is no formal assessment needed to access any of our services.
Is there a waiting list?
There is no waiting list to join Acquaint. We do however make sure we match you up with the right staff so you get the most out of our services.
I live in residential aged care, am I able to use your service?
Yes, Acquaint provides companion services to people living in residential aged care.
We can also provide someone to take you to external appointments and events.
I only need a one off service. Can I do this?
Yes, we are happy to do this. It is up to you. We think you will like us and want more.
How do you ensure your staff are honest and reliable?
All our employees are carefully interviewed face to face, provide references from people who have managed them, undertake comprehensive induction and training and undergo National Police Checks. We also independently verify all qualifications.
We also gather feedback from clients and their loved ones, provide ongoing education, conduct regular telephone check ins and performance reviews, and we even accompany staff out on shifts.
Can I have the same staff all the time?
At Acquaint we recognize that building positive and trusting relationships with the staff who support you is essential. We work hard to ensure that you and your staff are a good fit for each other then we let you and your staff build a long lasting relationship.
Once you meet your preferred team make sure you book them up so you have them all to yourself!
You'll also have full visibility of your team and scheduled visits via our app.
What is the app?
The app gives you access to your shifts on our system, all from the convenience of your phone. Information is in real time so you are not relying on printed out schedules that may change as your requirements change.
We hope this gives you peace of mind and confidence you have the most up to date information.
Who has access to the app?
You can have as many family members and trusted people (such as a neighbour, your accountant or GP) have access to the app as you like. You or your authorised representative will have top level access and others will have read visibility.
How do I know who is coming?
We will talk to you and you can also see who is coming on the app.
What if I have feedback about your services?
We welcome all feedback and are confident that you will love our services. You will be able to rate your staff on the app, every day if you wanted to. If you have other feedback about our services we would love to hear from you by calling, emailing or writing to us.
I love your service and want to let others know about it. How can I do that?
Thanks, we thought you’d love our service. There are a few ways to provide feedback. You can call and let us know. You can email us. You can contact us via the website. You can send us a note via our postal address.
And you can write us a wonderful Google review.
I’m interested. When can I contact you about starting private home care service with you?
We can generally be contacted between 9am and 5pm Monday to Friday. Feel free to contact us via our contact form and we will get back to you no later than the next business day.
Do you need to be a Senior to use Acquaint’s services?
We provide services to older people living in Melbourne. You don’t have to be a Senior though.
What is the minimum amount of time your staff can visit?
We provide services from as little as three hours every now and then up to twenty fours hours a day, seven days a week, every day of the year.
Do I have to sign up for a certain period?
There are no lock-in contracts and care can be arranged from as little as one visit, to a more regular ongoing arrangement. You can cancel by giving us 24 hours notice.
Is your service right for me?
Our clients have often lead busy and successful lives and value privacy and discretion. They understand the value in investing in high quality services and typically prefer to avoid bureaucracy, poor value and onerous red tape associated with government funded services.
If this sounds like you or a loved one we'd be delighted to talk to you.
I don’t want to look like I’m receiving “care”. Do your Carers wear uniforms?
No. Our Carers abide by our Dress Policy which outlines our high expectations regarding attire. Essentially staff dress according to your style.