“Reliability, demonstrated delivery of what was promised, consistency over time, priority for the individual being cared for.”

“Fill all shifts in advance. Provides quality carers with the prerequisite skill needed to look after me. Importantly, they plan ahead so they are not unprepared if a carer goes on holiday or sick as they always have a backup plan.”

“I would get a one-line check in email from my Support Coordinator, to which I'd respond that I am running out of food and medication and have no support worker, but my reply wouldn't get further response. I looked at the invoices and it dawned on me that I had hundreds of dollars worth of those emails and no support. It was such a bad start, and my health went downhill because of it.”

"Poor communication, billing errors and overcharging regularly, staff not turning up or not staying the agreed time."

“Finding out who you can trust to be doing the right thing is nearly impossible.”

“The therapists and carers kept changing and there was no consistency which just heightened my son's anxiety.”

“If they cannot communicate then nothing else matters. If they cannot listen, cannot tell you what is occurring, cannot tell you of change of shifts then it does not matter."

"I keep getting told one thing and then that doesn’t happen. No one keeps us informed of the changes and we’re having to constantly ring the support coordinator."

"I’ve had so many experiences where support organisations just haven’t gotten back to me."

"I become anxious if I don't know what is happening or when, so being able to plan and verify appointments as soon as possible is very important to me."