Client Contribution Fees

1. Purpose

This policy outlines how Caura manages client contributions for the services we provide under the Commonwealth Home Support Programme (CHSP), including minor and major maintenance, gardening, and domestic assistance (unassisted shopping, general cleaning, and linen services). The aim is to ensure fair and consistent contributions from clients while supporting those who face financial hardship.

2. Scope

This policy applies to all clients of Caura who are receiving CHSP-funded services, specifically minor and major maintenance, gardening, and domestic assistance. It sets out how contributions will be determined, collected, and how provisions for hardship cases will be managed.

3. Client Contribution Principles

In line with the National CHSP Client Contribution Framework, Caura will adhere to the following principles when determining and collecting client contributions:

1. Consistency: Clients who can afford to contribute to the cost of services should do so. Contributions will not exceed the actual cost of service delivery.
2. Transparency: The client contribution policy will be publicly available and clearly communicated to all clients, ensuring full understanding of the contribution arrangements before services are provided.
3. Hardship: Clients experiencing financial hardship will be protected. Caura will offer provisions for fee reductions or waivers in these circumstances.
4. Fairness: The contribution amount will be based on the client’s capacity to pay, considering their financial situation and the type of service provided.
5. Sustainability: Contributions will be used to support the ongoing delivery and expansion of services provided by Caura.

4. Client Contribution Arrangements

4.1 Services Covered by the Contribution Policy

The following services are covered under Caura‘s client contribution policy:

1. Maintenance Services:
   • Minor Maintenance: Basic repairs and maintenance tasks in the home, including things like fixing leaky taps, minor plumbing or electrical repairs, or installing minor safety modifications.
   • Major Maintenance: Larger maintenance tasks that may involve structural repairs, major appliance servicing.
2. Gardening Services: Lawn mowing, garden tidying, and general garden maintenance.
3. Domestic Assistance:
   • Unassisted Shopping: Assistance with shopping tasks, without direct involvement in the shopping process but helping with organization, and delivery.
   • General Cleaning: Cleaning tasks such as vacuuming, dusting, and general household cleaning.
   • Linen Services: Washing, folding, and changing of bed linen.

4.2 Determining Client Contributions

Client contributions for the above services will be based on the following factors:

• Type of Service: Contributions will differ depending on whether the service is minor or major maintenance, gardening, or domestic assistance.
• Client’s Capacity to Pay: Contributions will be tailored to the client’s financial situation and ability to pay, considering income, assets, and household size.
• Local Socio-economic Conditions: Where appropriate, Caura will consider the socio-economic context of the community in which the client resides when determining contribution amounts.

4.3 Contribution Amounts for Services

The contribution amounts for services are set to ensure that they cover the cost of service delivery while being affordable for clients. The following ranges provide a guide for the client contributions:

• Minor Maintenance: The contribution amount will be calculated based on a standard hourly rate, reflecting the cost of materials and labor.
• Major Maintenance: Due to the higher costs involved in major repairs or modifications, the contribution will be based on an individual assessment, with clients notified of the specific amount in advance.
• Gardening Services: A fixed fee for standard gardening tasks (e.g., lawn mowing, garden tidying) will apply.
• Domestic Assistance:
  • Unassisted Shopping: A fixed contribution will apply per shopping trip, based on the time and transport required.
  • General Cleaning and Linen Services: A contribution based on the time required for cleaning or linen tasks will apply, with clients informed in advance of the cost.

These fees will be reviewed periodically to ensure they remain reasonable and aligned with the actual costs of service delivery.

4.4 Hardship and Fee Waivers

We recognize that some clients may face financial hardship and may not be able to pay their full contribution. In such cases, Caura offers the following options:

• Fee Reductions: Clients experiencing financial hardship can apply for a reduction in their contribution. This will be assessed on a case-by-case basis, considering the client’s financial situation.
• Fee Waivers: In extreme cases, where clients are unable to contribute at all, Caura may waive the contribution requirement entirely.
• Payment Plans: For clients who may struggle to pay the full contribution at once, Caura will offer flexible payment plans to allow contributions to be paid over time.

Clients wishing to apply for a reduced fee or waiver must provide relevant documentation, such as income statements or proof of financial hardship.

4.5 Transparency and Communication

Caura will ensure that all clients are clearly informed about the contribution policy before services are provided. This will include:

• A clear explanation of the contribution amounts for the services they will receive.
• A copy of the client contribution policy provided to all new clients.
• Ongoing communication with clients regarding any changes to contribution amounts.

4.6 Regular Review of Contribution Amounts

Contribution amounts will be reviewed at least annually to ensure they reflect actual service delivery costs and remain reasonable for clients. Clients will be notified of any changes in their contributions at least 30 days prior to implementation.

5. Exemptions

Certain services provided by Caura may be exempt from client contributions, including:

• Services provided as part of Assistance with Care and Housing (ACH), specifically hoarding and squalor assistance.
• Services that fall under Sector Support and Development (SSD) activities.

These services will be provided without charge to eligible clients.

6. Confidentiality

All information regarding a client’s financial situation, including applications for hardship assistance or fee reductions, will be handled with the utmost confidentiality. Only authorized staff members will have access to this information, and it will not be shared without the client’s consent, except as required by law.

7. Implementation and Training

This policy will be implemented by Caura’s management team and communicated to all relevant staff. Staff involved in client interactions, particularly in relation to contributions, will receive training to ensure they understand and follow the policy.

7.1 Feedback and Complaints

Clients are encouraged to provide feedback or raise concerns about the client contribution arrangements. Caura will ensure that any issues are addressed promptly and fairly.

7.2 Monitoring and Evaluation

Caura will regularly monitor the implementation of this policy to ensure it meets the needs of both clients and the organization. Client satisfaction and financial sustainability will be key evaluation points.

8. Review

This policy will be reviewed annually to ensure it remains consistent with the National CHSP Client Contribution Framework and continues to meet the needs of Caura clients.

10. Contact Information

For further information or assistance regarding client contributions, including requests for hardship assistance, clients can contact Caura’s customer service team at:

• Phone: 02 8124 8554
• Email: hello@caura.com.au
• Website: www.cauraagedcare.com.au