Welcome Book PUBLICATED MONDAY, OCTOBER 27, 2025 It’s your life. We’re here to help you live it. 1800 786 227 WWW.SUNCARE.ORG.AU
About us 5 Care Management 21 Get in touch 5 The role of a Care Partner 23 Hours of operation 6 Your budget at a glance 25 What is Single Assessment? 7 Our services 27 Translator services 8 Associated Providers 37 Advocacy 9 Approved equipment and cleaning products 38 Staff development and coaching 39 Infection control 40 Supported decision-making 10 Funding types 11 Short-term support options 17 Dignity of risk 20 Communications protocol 41
your home Expected behaviour 43 Reportable Incidents and the Serious Incident Response Scheme 50 Elder abuse 52 Strengthened Aged Care Quality Standards 53 Statement of Rights 56 The Aged Care Code of Conduct 58 Privacy matters 60 62 Whistleblower protections 65 How you can get involved at Suncare 67 Ending your services 44 Feedback and complaints 68 Key terms 70 My Emergency Readiness Plan 75 My Emergency Checklist 80
Customer Welcome Book
Getting older can mean giving up a lot – your home, your routine and your sense of independence. We don’t think it should. Suncare brings practical, personalised support to older Australians across South East and Central Queensland, right where they live. We’re here to make the day-to-day feel doable again – with reliable community and in-home care, a local team who knows what life looks like around the neighbourhood, and the kind of help that’s always got time for a cuppa and a chat. Scan the QR code to view the latest digital version of the Customer Welcome Book Get in touch We’re always happy to hear from you - whether it’s a quick question, feedback, or just to let us know how you’re going. Phone - 1800 786 227 (Available Monday to Friday, 7am to 5pm) Email - info@suncare.org.au Visit - www.suncare.org.au Customer Welcome Book 5
Suncare is your trusted provider of in-home care and support, helping you live safely, comfortably and independently in your own home. Please note: Suncare services are for non-emergency situations only. For urgent or emergency care, always call 000. Our hours of operation are: Monday to Friday, 8.30am to 4.30pm (excluding public holidays) While you may have the direct contact details of your Care Partner, we encourage you to call our main number (1800 786 227) as your first point of contact. This ensures your enquiry or care needs are quickly directed to the right person. Your Care Partner may sometimes be unavailable due to supporting other customers, attending meetings, training, or taking leave. By calling our main number, you’ll receive timely assistance from the most appropriate team member. 6 Customer Welcome Book
From 9 December 2024, the Australian Government has introduced the Single Assessment System for aged care. This new system makes it easier, fairer and faster for older people to access the right support. Instead of different assessments for different programs, there will now be one national system that covers all aged care needs. If your needs do change, simply contact My Aged Care to update your details: Visit: www.myagedcare.gov.au Call: 1800 200 422 What’s changing? Previously, different types of care meant going through different assessments and often having to repeat your story. Now, there’s just one assessment that covers all your aged care needs. How it works? You’ll meet with a trained assessor who will take the time to talk with you about your health, lifestyle and support needs. They’ll use the Integrated Assessment Tool (IAT) - a national tool that helps match you to the right level of care. Depending on your needs, you may be approved for home support, restorative care or residential aged care. This means your care can change and adapt over time, giving you the right support when you need it. What this means for you? Less confusion No need for multiple assessments across different programs. More flexibility If your needs change, your care can be adjusted without starting again. Faster support Assessments and services are better connected, so help can begin sooner. Fairer system Everyone is assessed using the same national process. Customer Welcome Book 7
The Australian Government provides translation and interpreting services to help aged care providers like Suncare meet your communication needs. We can arrange to have important information such as agreements, brochures and handbooks, translated into your preferred language, so you always have clear and accessible information. There are 3 different translation options available to you: TIS – Translation and Interpreter Service: 1800 500 726 Professional interpreters to support with spoken communication. ACTS - Aged Care Translation Services: 1800 271 034 Translation of digital and print material, including agreements, brochures and care plans. Deaf Connect: 1300 773 803 Translation for customers who are deaf, deafblind or hard of hearing. 8 Customer Welcome Book
An advocate is an independent person who can support you in many situations, such as: Understanding aged care services and fees Getting the most out of your services The Australian Government offers free, independent and confidential support through the National Aged Care Advocacy Program (NACAP). The program is delivered by the Older Persons Advocacy Network (OPAN). Guardianship information Knowing and understanding your rights Speaking with Suncare on your behalf, if you ask Helping to resolve any concerns or complaints about the services you receive You can contact OPAN on the following details: Visit: www.opan.org.au Call: 1800 700 600 Building your skills and knowledge to advocate for yourself Customer Welcome Book 9
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