While these changes are important for the future of home care services, the combined impact has resulted in delays in statements and billing and, in some instances, disruption to services. This is not the standard we aim to deliver, and we acknowledge the frustration this has caused for clients, families and staff. Addressing these issues is a priority. Dedicated teams are working to stabilise systems, improve billing and statements, and ensure services are clearer and more reliable. We are also reviewing our ways of working to strengthen communication, improve responsiveness, and restore the level of service and support expected across our organisation. Thank you to everyone who has continued to provide feedback and support during this time. This feedback is important and plays a key role in helping us improve.

Where possible, email remains the quickest and most reliable way to contact our teams. It allows us to respond clearly in writing and helps reduce delays. Clients who are comfortable using email are encouraged to register or update their email address so they can receive the fortnightly home care news email. This communication channel will be used to provide updates on improvements to systems and services, as well as important information from Helping Hand. To register an email address or make an enquiry, please contact homecare@helpinghand.org.au. For clients who do not use email, a family member or trusted person can be nominated to receive communications on their behalf.