FAQ

Want to know more about mobility? Please read below.
  • About mobility
  • Working/Providing services
  • Booking services/supports
  • NDIS funding
  • Complaints
  • Safety and wellbeing
  • Insurance

About mobility

How is mobility different?

Mobility offers a fair and competitive marketplace for workers and clients. Mobility is a place where workers can connect easily with clients, enabling both registered providers and independent contractors to showcase their skills to customers. This puts choice and control squarely in the hands of participants, who can choose from a massive pool of workers to find the right person for the job,  and offers flexibility for workers who get to choose the hours they want to work. Win, win.

Mobility itself is an independent platform and does not employ workers. Mobility’s marketplace exists as a way to put participants at the front and centre of it all and offers a straightforward and accessible way for a huge network of care and home support workers to connect with clients.

In a nutshell:

  • We offer choice and provide care within the NDIS – as well as those seeking home care and support with private funding.
  • The platform showcases skills of contractors and workers in your local area via an easily accessible, friendly marketplace where you can book support, care, babysitting, food and rides with competitive pricing.
  • Booking requests, scheduling, payment and feedback are all in one place and handled by the digital wallet, with detailed invoicing to create an auditable, NDIS compliant trail.

Over and above: Mobility’s Safeguards

Mobility prioritises safety above all else and has gone above and beyond to implement strict criteria for workers to be accepted and verified on the platform, including extensive safety checks, and verification of all documents. When people apply to be workers on mobility, we check and verify the following:

  • Valid ID
  • Police Check
  • Valid vehicle registration
  • A valid full driver’s license for assisted transport
  • Working With Children Check – if working with children
  • Upload of all certifications and qualifications
  • VEVO check, or the right to work in Australia
  • Plus contact with 2 references

Mobility doesn’t stop there: training modules for all workers

There’s a mandatory Induction training for all workers on mobility in order for everyone to provide a reliable, safe, and consistent service. Anyone wishing to work in support, therapy, rides, and home services has the opportunity to earn badges within the app by completing additional free training modules designed by Disability Services Consulting and created specifically for workers on mobility – valued at $250. In order for all workers to be up to scratch in offering a great service, the training informs helpers how to support clients in having full choice and control, including:

  • Manual Handling
  • Infection Control
  • Mealtime Planning
  • Medication Management
  • Supporting Choice & Control

Geolocation mapping for safety and fraud detection

  • Geotagged timesheets are required by law in some countries and mobility is proud to be the first Australian app in care and support work to implement technology where you can see your worker on their way and arriving at your door.
  • Link family and friends to your account so they’ll be able to see who’s with you, your schedule, and where you both are on the map. In short, location, time stamps, and movements are mapped for every booking.

Mobility has insurance covered

When booking through the platform, both you and the contractors you book on mobility are covered under our insurance. We make sure all workers are legally able to work and are employment-compliant via VEVO check.

Mobility monitors time, so you don’t have to.

  • The expiration date of all documentation is captured upon worker sign up, so that workers receive a Push notification to renew their ID or certification one month before expiry of those documents.
  • If the worker fails to renew their documents in this time, they are removed from the platform until they can provide up-to-date certificates and checks.

This means that whenever you hire through mobility, your worker is always guaranteed to have up-to-date documents and valid checks to work legally.

Not only that, we’ve done the hard work on interpreting the Award to ensure your worker is paid their correct entitlements.

Participants can:

  • Browse and book from thousands of verified, trusted providers
  • Build a personalised team of support workers, Allied Health specialists, cleaners, babysitters or home maintenance workers
  • Get assisted transport
  • Link loved ones to your account so they can see your schedule and where you are
  • Order assistive products and home-delivered meals – with a breakdown of what’s claimable
  • Do straightforward payments with the in-app digital wallet
  • Access smart budget tracking and scheduling tools

Providers can:

  • Earn money by offering care and support services, assisted transport, home maintenance or babysitting.
  • Use existing skills and offer a range of services
  • List location and availability and get connected with potential clients in the area
  • Choose to accept shifts and build a flexible work schedule
  • Benefit from a detailed paper trail that is NDIS compliant

Choice in support and care is available, accessible and straightforward with mobility.

Working/Providing services

Why do I have to sit training modules on mobility?

To make sure you and the people you support are as happy and safe as possible. The training will ensure everyone is on the same page, that you understand what’s needed and how to offer the best care. Plus, you get the $250 worth of training for free!

There’s one induction that everyone has to complete during sign up. For domestic duties like cleaning, you only need to do this first induction. If you’d like to offer other services and support, there are 5 additional training modules that will take around 30 minutes. The courses are:

  • Manual Handling
  • Infection Control
  • Mealtime Planning
  • Medication Management
  • Supporting Choice & Control

Training ensures you know how to work safely, and offer the best assistance. It also helps to protect both you and your client from any mishaps or injuries. The modules support choice and control, and ensure you are working within OHS standards.

Your account will display badges to recognise the completion of these modules and display them to potential clients. After finishing the training, you’ll be able to accept bookings on mobility for a range of services including assisted transport and home care.

We care about the safety and comfort of our whole community.

Why do I need to complete reference checks and provide copies of documentation?

So you can be covered as a contractor under mobility’s insurance.

We assume you are who you say you are, but we still need to check some ID and verify a couple of things. Once that’s all done, you are ready to work with thousands of clients who are searching for support services on mobility. Becoming verified puts you in a relatively small pool of trusted care and support workers.

Mobility has created a reliable platform with rigorous safety requirements. We do the best we can to ensure everyone’s well being. To become active as a service provider on mobility, you must provide copies of certifications and qualifications (if you have them) and satisfy the following checks:

  • Police Check
  • A valid full driver’s license for assisted rides
  • Working With Children Check – if working with children
  • Valid registration for your vehicle
  • Upload of all certifications and qualifications
  • Passport (if you’re not an Australian citizen)
  • Business Insurance if you are an allied health professional

Remember, we’re here to help you through the sign up process. If you have any questions, send us an email at support@mobility.com.au or give us a call on 1300 438 227.

Who can I use for a reference?

On the mobility platform, we’re willing to accept a variety of references to help get you ready to work! In fact, we've created a list of some acceptable Personal and Work Experience References below:

Acceptable Work Experience References

  • A current or previous employer (it doesn't have to be related to Support Work)
  • A University Professor that you're studying under or have recently studied under
  • The leader of an organization that you're currently volunteering with or have previously volunteered with
  • A leader of a Church oriented group that you're involved with

Acceptable Personal References

  • An immediate family member (this includes, but is not limited to, people such as brothers, sisters, mothers and fathers)
  • A close friend that's known you for a period greater than a year

If you're still having trouble coming up with a reference that you think fits, or simply want to get in touch with us beforehand to confirm that the person you have in mind meets our guidelines, give us a call at 1300 GET CARE (1300 438 227).

How do I make sure I charge the right fees for my services?

Mobility has an in-built pricing slider to ensure that you will never be paid less than the award rate. The NDIS top rate is also visible which allows you to set your own price that falls within that range. Setting a price that you’re happy with is up to you. We encourage you to ensure it reflects your relevant skills and qualifications.

There is an option to price over the NDIS which means that to book you, the participants will need to put in their own funds to cover the difference. This option is usually only utilised by high demand for their skills.

What services are you offering?

Think about the services you are offering. It’s good to do a bit of research to see the rates people work for in your town or city. There will be variation between domestic cleaning, assisted rides, in-home support, baby sitting, and qualified support work.

Think about how you can create value

Are you going the extra mile? People are naturally happy to pay more for great customer service that is given with a smile. Being professional, friendly, on-time, and listening to your client’s needs will make you a highly desirable worker and an asset to anyone’s team.

Keep in mind there are capped rates for services set by the NDIS. The rate you work for should be considered and reflect the value you generate and feel fair and reasonable for you and your clients.

For more information, you can see NDIS pricing guides [here]

Rates in your area may differ from other towns

It pays to do a bit of research on the rates of support workers in your town or city, as rates vary greatly. Similarly to many industries, setting a price for care or support work services depends on your location. If you’re in a densely populated area with lots of demand, rates are likely to be more competitive, so setting a reasonable price that is along the lines of what other people charge in your area will likely yield far more success for bookings.

While local home care agencies have various overheads they will still be able to give you payment rates if you contact them.

Remember, clients have freedom of choice in the care they select and pay for. Setting rates that are far higher than other support workers in your area will naturally reduce the number of bookings you receive. Keep that in mind when finding and setting the right price for your time and services.

Self employed?

Mobility is a marketplace and a great tool to launch, sustain and maintain your support or care work business. A thriving business starts with setting the right price for your work and services. Self-employed support workers, therapists and nurses may all attract different rates so be mindful to price your work accordingly.

As a care worker how do I ensure my safety?

We care about the safety and comfort of everyone in the mobility community – workers and clients alike. Measures have been taken to ensure client accounts are legitimate and to reduce the risk of bots and spammers. Prior to being able to book support workers on the platform, all participants must:

  • Provide an email and phone number
  • Authenticate a code sent to that mobile device
  • Submit the nominated ID
  • Provide their location
  • Confirm and set up their payment method

 

Safety while you’re working

Mobility has created a panic alarm that can be activated while you’re on a shift with a client. So long as you have the app open, shaking the phone will call your emergency contact on your behalf.

At the end of your shift you’re able to leave feedback for clients too.

Safety before and after your bookings

If you find yourself feeling concerned when communicating with a client, don’t hesitate to contact us on 1300 GET CARE (1300 438 2273)  or support@mobility.com.au to report it. Your safety is important to us.

If an emergency does arise while working with a client, dial 000 immediately.

If I have a safety concern about my participant, or if there is an incident, how do I report it?

For emergencies while working with a client, call 000 immediately.

 

Your safety, and the safety of participants is our number one priority. If you witness or suspect any incidents, neglect or abuse while you are working with a client, the mobility Code of Conduct requires you to report it straight away.

Reporting Workplace incidents

Incident reporting happens when you clock out at the end of each shift. There is an option to mark YES or NO to “Workplace Incident”. If an incident has occurred, you’ll fill out:

  • The date it occurred
  • Time the incident happened
  • Location
  • Details about the incident
  • Whether you were injured, and a description of injuries incurred

Depending on whether you are an independent contractor or employee, either mobility or your employer will contact you to discuss the incident and determine if further action is required.

 Reporting abuse and neglect

At the end of each shift, you have the option to report abuse and neglect. A screen will appear that says “Report Abuse and Neglect”. If you select YES then follow the green “Click here” link, you will be taken to to a detailed list of options to report concerns to the relevant bodies and authorities for each state. Mobility has a Zero Tolerance policy toward negligence, abuse, misconduct and exploitation. Incident reporting has been engineered into the app. For reporting abuse and neglect, mobility recognises that there are experts in this field who are best positioned to handle reports of neglect, abuse and maltreatment. Therefore, mobility recommends that you contact the relevant department in your state directly.

How to report an incident – know the difference

Witnessing, or suspecting abuse or neglect

If you suspect or witness any signs of abuse or neglect, it’s a legal requirement that you report it immediately to the relevant state authority . Your concerns could point to a criminal offense pertaining to physical, sexual, emotional or mental neglect or abuse. Signs might include:

  • Starvation, lack of food or dehydration
  • Physical bruising or injuries
  • Poor hygiene
  • Strange or fearful behaviour whilst a particular person is present
  • An inability or struggle to talk openly, along with avoidance of eye contact

The national authority to report an incident to is the NDIS Commission. Another useful go-to resource is the Disability Advocacy Finder

The state authorities to report to are:

  • NSW – Department of Family and Community Service – 132 111.
  • Queensland – Department of Communities Child Safety and Disability Services – 1800 811 810.
  • South Australia – Department of Education and Child Development – 131 478.
  • Victoria – Department of Human Services – 131 278 – for urgent concerns.
  • Western Australia – Department of Child Protection and Family Support – 1800 622 258, or 1800 199 008 after hours.

 

For suspected or observed elder abuse

Report the suspected abuse to mobility immediately, as per our Code of Conduct. There are hotlines in each state that can be called to report elder abuse across Australia. These are:

  • NSW – NSW Elder Abuse Helpline – 1800 628 221.
  • Queensland – Elder Abuse Prevention Unit – 1300 651 192.
  • South Australia – Aged Rights Advocacy Service – 08 8232 5377 – for Adelaide. Alliance for the Prevention of Elder Abuse – 1800 700 600 – for rural areas.
  • Victoria – Seniors Rights Victoria – 1300 368 821.
  • Western Australia – Advocare Inc. – 1300 724 679 – for Perth, and 1800 655 566 for rural areas.

For incidents that happen during a shift

For everything from breaking a bowl at a client’s house, to injuries sustained while working, a workplace incident report is necessary. You can access the workplace incident screen from the main menu of the mobility app.

Fill out the details and hit “send” to report the incident formally to mobility. It will only be visible to the mobility team, not to your client, support worker or their intermediaries, unless you choose to share the reporting form with them.

What happens after I report it?

This will include you receiving a call from mobility to get a full, more detailed report.

What is the cost of using mobility?

Mobility is a marketplace platform and offers a range of products and services at different prices. The fee will be transparent and upfront for all services, products, and bookings.

The delivery fee for products and meals is based on several factors and you’ll always see the fee upfront so you know what you’re paying before you book. Plus, with all meal orders you’ll see a breakdown of what’s claimable in the app.

Are there any minimum times for shifts?

All the Aged/Disability/Home care work you do on mobility is guided by SCHADS (Social, Community, Home Care and Disability Services) award rates, which means there is a 1 hour minimum for all shifts booked.

All the Babysitting work you do is guided by the Miscellaneous award rates (as stipulated by Fair Work Australia). There is a 2 hour minimum for all Babysitting shifts booked.

This is all calculated within the app, to make a once-complicated matter super easy for you. Put simply: we have put a lot of time into Award interpretation so if you’re working via mobility, you’re Fair Work compliant. We’ve done a lot of development to have your earnings be at or above Award rates, to benefit both you, and the client.

Contractors on mobility set their own rate, and you can accept or reject a shift based on what works for you. It’s a good idea to consider that short shifts may attract a higher rate, taking into account travel time to get to the booking. You can always speak with your clients to figure out a fair price for very short bookings, either in-app via instant messaging or in person for future bookings.

What about evening rates on the SCHADS award?

  • If a shift runs into the evening after 8pm, the entire shift needs to be booked at the evening rate.
  • From midnight until 6am the following morning, night time rates are in play for all bookings.
  • Saturday and Sunday, along with public holidays, are at a higher rate.

As a worker how do I get paid on mobility?

Independent contractors

Once you complete a booking on mobility, everything is set in motion to get you paid swiftly. As soon as you clock off to end the shift, mobility generates detailed invoicing on your behalf and issues the invoice to your client, their plan manager or agency as soon as the booking is complete. The participant will get a notification that the shift is completed, which can be contested. But it’s not the other way round – you don’t have to wait for a sign-off from your client to be paid. We have made it simple – to speed up the money flow!

You can rest assured that participants are unable to book workers on mobility until they have linked their payment methods within the app to minimise delays, meaning surety of funds for you. Wait times for payment after completing your shift depend on the type of plan and payment method your client uses, which we’ll break down below.

Direct debit

Upon completion of the shift, you need to clock off to let mobility know your shift has ended. As soon as you clock off, mobility generates detailed invoicing on your behalf and issues the invoice to your client as soon as the booking is complete. This initiates payment of your invoice, which can take up to 10 days to land with you.

NDIS funding

Payment times for clients with NDIS funding vary based on several factors, and whether the participant is plan-managed, self-managed, or manages through a financial intermediary.

Unlike any other provider in the market, mobility sends an invoice on your behalf the instant you clock off to complete a shift. This sets claiming and payment in motion the second you finish the job.

Rest assured the team at mobility have done as much as possible to ensure speedy payment. Not only that, we track this as part of our regular internal reporting. In short, we have engineered integrity to make this quicker for you. Boom.

Self managed

At the end of the shift, your client receives an invoice when you clock off to complete the booking. This invoice is automatically generated, and automatically paid using the credit card that has been linked to the client’s account. Mobility handles the payment transfer and you should receive payment weekly.

Plan-managed

Before any booking goes ahead, a participant’s plan manager approves the funds that are available against their client’s plan. At the end of each shift the intermediary or plan manager receives the invoice from the booking in real time. This has a maximum wait time of 14 days, at which point both the participant and the plan manager receive notifications to sign off on payment.

Managed through a financial intermediary

Mobility will invoice the intermediary on your behalf to initiate payment.

Employees working for provider organisations

Your payment time is dependent on the processing times within the organisation you work for. Mobility sends logs of the completed shift to your employer, and payment for that shift is added to any other work you’ve completed for that company.

Do I need an ABN and what are my requirements from a tax perspective?

Disclaimer: the information here is not legal advice and mobility suggests seeking professional guidance for a complete breakdown of your legal requirements.

You can work on mobility without an ABN however, if you do choose to do this the ATO, requires that we withhold tax at the highest tax bracket.

Therefore, the majority of independent contractors on mobility have an ABN (or Australian Business Number). This can easily be obtained via Australian Government Business Registration Service and means all invoicing will be both NDIS and ATO compliant.

Keeping it simple

The requirement for an ABN is currently subject to a pretty low income threshold. Most independent contractors would need to have one for tax purposes, not to mention ease, over the financial year. Tracking the fine detail of whether you cross the threshold is pretty involved.

The good news

It’s free to get an ABN unless you apply through an intermediary. With some NDIS funding only able to be spent on workers with an ABN, having an ABN gives you a wider opportunity to work with lots of clients on mobility.

Where can I get one?

Head to the  Australian Business Register site for free registry.

I only took a couple of shifts. Do they count to the ATO?

Yes! The ATO is knuckling down and every piece of income earned through mobility must be declared as taxable income. It’s important to declare all your earnings to avoid nasty surprises at the end of the financial year. And – to ensure you receive a tax refund where it’s due.

What if I am sick and can no longer attend a booking?

We understand sickness sometimes happens at the worst of times.

For workers

If you can no longer attend a booking, go into the app and hit “CANCEL” and fill out the reason you have to cancel. This will activate a Push notification to the client and to other support workers within your client’s team.

In order for everything to run smoothly mobility has an automated system that flags when you make 3 cancelled bookings. At this point  your account will come under review.

For participants

If your provider has to cancel, you’ll receive a Push notification from mobility straightaway. You can either go straight to your team to cover the shift, or you can send the booking live across the platform, and the first available provider on the list of immediate dispatch will be booked in to cover the shift.

If you’re the one who has to cancel, you can go into the app and tap “CANCEL”. Then, let us know why you’ve cancelled the booking. If you cancel within 24 hours of the shift, you’ll have to pay a cancellation fee for 1 hour of the booking that will go directly to the support worker, as per SCHADS (Social, Community, Home Care and Disability Services) award.

What is a Working With Children Check?

Working With Children Checks are a type of pre-employment screening to determine suitability and ensure child-safe working environments in Australia.

Working With Children Checks for employees and volunteers who come into contact with children are mandatory and legislated throughout Australia.

As part of the screening process, state agencies examine an applicant’s police information across their lifetime. This includes criminal charges, offences, findings of guilt and professional conduct.

There is no national framework in place which means that each state and territory has their own requirements and procedures which take into account the relevant state/territory-based legislation.

For more detailed information, check out the Australian Criminal Intelligence Commission website.

 

Why do I need a Working With Children Check?

If you want to work in a job which involves contact with children, you will need a Working With Children Check because Working With Children Checks for employees and volunteers who come into contact with children are mandatory and legislated throughout Australia.

 

How do I apply for a Working With Children Check?

A single screening unit has been set up in each state and territory to conduct working with children checks and issue Working With Children Check cards, registrations or permits.

The following screening units are the only organisations who can legally conduct working with children checks and these are the organisations you will need to go through to apply for your Working With Children check.

The links below will take you directly to the Working With Children Check application information for each state and territory.

ACT: Access Canberra—Working with Vulnerable People

NSW: Office of the Children’s Guardian

NT: Northern Territory Government

QLD: Queensland Government Department of Justice and Attorney-General –Blue Card Services

SA: Department for Communities and Social Inclusion

TAS: Department of Justice

VIC: Justice and Community Safety

WA: Department of Communities

 

 

Working With Children Check – What do I select under “employer”?

If you have an ABN and are planning on working with people under the age of 18, you will need a Working With Children Check.

When you apply for your Working With Children Check, you will be asked to select who your employer is. Please refer to your location below to see who you will need to select as your employer:

NSW, QLD, WA or NT: select self employed.

SA: select contractor.

TASunder “employer detail”, select unlisted and then type in your ABN and state that you will be self employed.

VICselect unknown.

As an Independent Contractor on the mobility app, how does superannuation work?

If you are an Independent Contractor on the mobility app, you MAY be entitled to superannuation from your employer.

If you read the information below and do some further investigation on your own, only to discover you are not entitled to superannuation from your employer then we recommend that you make voluntary super contributions into your super fund.

Some key things to understand:

If you are an Independent Contractor who is paid for your labour only, you are considered an employee for superannuation purposes. This means that you are entitled to the same superannuation contributions as regular employees.

Let’s take a look at what ‘paid for labour only’ really means…

In Australia Tax Office terms, they say that a contract may be considered “wholly or principally for labour” if:

  • You are paid wholly or principally for your personal labour and skills
    Meaning the pay your receive is mostly for your labour and skills.
  • You perform the contract work personally
    Meaning you are the person to carry out the work.
  • You’re paid for hours worked, rather than to achieve a result
    Meaning you are paid by the hour for the work you do.

For super to apply, you must have a contract with your employer. The contract can’t be through another person or through a company, a trust or partnership.

A useful tool is the Employee/Contractor decision tool on the Australia Tax Office website. Although the tool is designed for businesses, it is available for you to use too and it may be useful in working out whether you are classified as an employee or a contractor for superannuation purposes.

Please note, all the information provided is for information purposes only and should not be taken as advice. We recommend you speak to your accountant to assist you in understanding whether you are an employee or contractor for superannuation purposes.

More information can be found on the Australian Tax Office website: https://www.ato.gov.au/Individuals/Super/Getting-your-super-started/Contractors/

Booking services/supports

What safety checks are required for workers on the platform?

Everyone who works on the mobility platform must first satisfy extensive safety checks, as well as have their documents, certificates and insurances verified by our team.

When people apply to be workers on mobility, we check and verify the following:

  • Police Check
  • A valid full driver’s license for assisted transport
  • Working With Children Check – if working with children
  • Vehicle registration
  • Upload of all certifications and qualifications
  • VEVO check, or the right to work in Australia

Mobility has implemented the highest standards of safety with:

  • Live tracking on bookings
  • Extensive safety and identity checks
  • $250 of mandatory training provided for free
  • Geotagged timesheets that can be shared with family and friends.

Both you and the contractors you book on mobility are covered under our insurance. We make sure all workers are legally able to work and, for workers from abroad, are employment-compliant via a visa check.

How do I know that the worker I hire on mobility is safe?

Your safety is our number one priority – mobility has strict safety criteria and detailed checks on all workers so that you can feel comfortable. We understand the need for peace of mind for both you and your loved ones when it comes to booking support work and care. With mobility you can expect reliability, safety, and ease.

When you book on mobility, you hire someone who has fulfilled extensive background checks, including:

  • Police Checks
  • Working with Children checks (where relevant)
  • Verified ID
  • Valid vehicle registration
  • Qualification and certification checks
  • Right to work in Australia checks (VEVO check)
  • Plus two reference checks verified by our call centre

Over and above: Safeguards by mobility

We’ve gone above and beyond to implement extensive checks and verification of accounts, along with mandatory training for workers on mobility. There are 6 free training modules designed by Disability Services Consulting that have been created specifically for workers on mobility. In order for everyone who lists their services on mobility to be up to scratch in offering the best service possible, there is a primary Induction for all workers that includes:

  • Manual Handling
  • Infection Control
  • Mealtime Planning
  • Medication Management
  • Supporting Choice & Control

Leading the field in geo-location mapping

Geo-tagged timesheets are required by law in some countries and mobility is proud to be the first Australian app in home care to implement technology where you can see your worker on their way and arriving at your door.

Link family and friends to your account so they’ll be able to see who’s with you, your schedule, and where you both are on the map. In short, location, time stamps, and movements are mapped for every booking.

Mobility monitors worker compliance over time, so you don’t have to.

  • The expiration date of all documentation is captured upon worker sign up, so that workers receive a Push notification to renew their ID or certification one month before expiry of those documents.
  • If the worker fails to renew their documents in this time, they are removed from the platform until they can provide up-to-date certificates and checks.

This means that whenever you hire through mobility, your worker is always guaranteed to have up-to-date documentation and valid checks to work legally.

Ensuring your safety before, during and after each booking

Mobility has created a panic alarm that can be activated at any time, so long as the app is open. Whether you’re with a support worker or alone, shaking the phone will call your emergency contact on your behalf.

For all emergencies, call 000 immediately.

Your experience is everything

Provider ratings and reviews left by clients are public on all profiles, which can help you decide on the best worker for you. At the end of each booking, you can give a rating and offer feedback for the service.

If you ever feel like a confidential chat, mobility is here for you. Call 1300 GET CARE (1300 438 2273) and speak to one of our team who will work with you to hear any concerns you may have.

A reminder:

Mobility is a platform for connecting service providers and clients. Mobility itself  is not a provider. The support worker you choose provides the care or services that you book. Workers on mobility can opt to provide information about themselves and their work experience via their personal profile. While we have stringent checks in place upon sign up, the bio information on their profile pages isn’t all independently verified. When choosing your support worker, we suggest you ask to see their original paperwork when you first meet.

What is the cost of using mobility?

Mobility is a marketplace platform and offers a range of products and services at different prices. The fee will be transparent and upfront for all services, products, and bookings.

The delivery fee for products and meals is based on several factors and you’ll always see the fee upfront so you know what you’re paying before you book. Plus, with all meal orders you’ll see a breakdown of what’s claimable in the app.

How do I hire a support worker via mobility?

In a nutshell:

  • Complete the signup process
  • Link funds or a payment method
  • Browse and send a request to book services
  • Receive your service
  • Rate and review the service
  • Pay for the service
  • Aaaaand book them again (or not), building your own team of verified support workers and home care providers

To hire a support worker via mobility, download the app then sign up with an email address. Setting up your account is straightforward and requires only a few quick steps. To use the platform, you’ll be asked to input your details and link a payment method. This could be NDIS funding, your personal income or insurance funds.

Once your account is set up, you can browse hundreds of worker profiles. When you find one you like, hit “BOOK”. This sends a direct booking request to the provider who can choose to accept the booking. Depending on the individual, requests are usually accepted within the hour, so it shouldn’t be too long before your booking is confirmed. Booking requests automatically time out after 4 hours (between 9am-5pm) to keep things moving along for everyone. After you’ve booked and received a service, your mobility digital wallet handles all booking payments – as soon as you give the go-ahead. Both you and your worker will receive detailed invoices that can be downloaded and are NDIS compliant.

Can my current support worker use mobility?

Sure. They’ll just need to sign up and meet the requirements of all workers on mobility, including completing training modules and safety checks. Once signed up, you’ll be able to book your support worker, and many others on the platform, with ease.

What if a worker I found on mobility suggests working outside of the platform?

Know the risks involved for everyone when a worker suggests to be hired outside of mobility.

Don’t be pressured

If a support worker asks you to hire them outside of mobility, try not to feel pressured. They’re going against the Terms and Conditions they agreed to, and above all else, could create a safety issue for you when people turn up at your door without any digital tracking or record.

Booking through mobility has you covered, always.

When you book through mobility you benefit from years and millions of dollars of development to create an app that facilitates the highest standards of safety, care and support. Booking within the platform is designed to keep you safe – for you, and the contractors you book. You have access to a panic button feature, links to family accounts, location tracking and insurance coverage.

If a worker decides to offer work outside of mobility, we can’t maintain the standard of support, safety, and reliability that is vital to our community and to uphold our care and responsibility. With detailed invoicing requirements as set by NDIS, accepting services from someone outside the platform could mean that without the proper paper trail, you risk your payment being suspended. It’s a lot of hassle.

Mobility makes the whole process easy, creating a clear, formalised record of all work and payments. You can re-book as many times as you like through the platform, to the great benefit of both you and your support worker.

For safety reasons, we ask that you get in touch with us on 1300 GET CARE (1300 438 2273) or support@mobility.com.au if anyone asks you to hire them outside of the platform.

Providers, it’s a bad idea

A warning – when booked through mobility, you are covered by our insurance. If you are booked via private arrangement outside the mobility platform, all insurances will be void. Workers may also face penalties for arranging external payment and have their account deactivated for contravening the Terms and Conditions. It’s against the contract you sign and mobility may choose to take action against you.

Consequences

If you enter into an arrangement and work outside the mobility platform with a worker you find on mobility, you will both be removed from the platform.

Can a member of my family use my mobility account to book supports for me?

Yes! Your family member will need to download the mobility app, to be added as a nominee on your account. They’ll have the same access and privileges as you do on mobility.

They’ll add your name to “Who are you requesting services for?” along with some more information about you, any conditions you have, the care and support work you’re after. Then, they add the type of funding you receive, and whether you are paying with private funding or through a plan.

They’ll be able to see your booking schedule, your budget for the month, a map tracking the arrival of support workers and the invoice created after the booking.

Voila! Your family member will then be able to browse, book and pay support and care workers on your behalf.

What if I am sick and can no longer attend a booking?

We understand sickness sometimes happens at the worst of times.

For workers

If you can no longer attend a booking, go into the app and hit “CANCEL” and fill out the reason you have to cancel. This will activate a Push notification to the client and to other support workers within your client’s team.

In order for everything to run smoothly mobility has an automated system that flags when you make 3 cancelled bookings. At this point  your account will come under review.

For participants

If your provider has to cancel, you’ll receive a Push notification from mobility straightaway. You can either go straight to your team to cover the shift, or you can send the booking live across the platform, and the first available provider on the list of immediate dispatch will be booked in to cover the shift.

If you’re the one who has to cancel, you can go into the app and tap “CANCEL”. Then, let us know why you’ve cancelled the booking. If you cancel within 24 hours of the shift, you’ll have to pay a cancellation fee for 1 hour of the booking that will go directly to the support worker, as per SCHADS (Social, Community, Home Care and Disability Services) award.

I’m not a participant of the NDIS, can I still use mobility?

Yes, you can!

Mobility’s digital wallet can be used to link to:

  • insurance funds
  • other government funding
  • your own money

You can use a credit card to pay for services and products on mobility.

When it comes to booking the care and support that works for you, we know you’re the best person for the job! Mobility is a straightforward way to browse, choose and book the people you want to come to your home, or out to meet you. You can also order affordable home-delivered meals and over 5000+ consumables and assistive technology products (coming soon) in-app.

Should your funding change over time, it’s straightforward to nominate and link an alternative method of payment, or use partial payment from one funding source and cover the gap with your private income.

NDIS funding

How can I use my NDIS funding on mobility?

Participants of NDIS can use mobility in Sydney, Melbourne, Brisbane, Perth and Adelaide to browse and book support workers. Your set up differs based on the type of funding you have and how it is managed.

The first step in the process is to download the app and complete the sign-up process.

Self-managed funding

Nice work on embracing the NDIS yourself. Self managing your funds through mobility is simple. In the app you choose the elements of your plan that you would like to book through mobility, and then input your credit card for payment. Claiming is easy – with invoicing that is coded and compliant for the NDIS My Place Portal.

After each service is completed, you instantly receive a detailed invoice so there is no lag between billing and claiming. Just upload the invoice directly to My Place portal and the claim should be back within 24-48 hours, well before your credit card bill comes in.

There are a number of tools we’ve included to make managing your funding straightforward, including easy budgeting to help you keep track of under (or over!) spending.

Meeting your obligations

Mobility allows you to fulfil your self-management obligations with detailed invoicing. At the end of a booking, both you and your support worker will receive invoices that include a description of the services, time stamps and relevant personal information to ensure NDIS compliance. Then, workers will be prompted to complete a goal review ensuring you have up to date, auditable information on how you are tracking to your goals. No need to juggle emails, PDFs or even mailed invoices anymore – they’re all in the same format for easy upload. They are stored within the app and there for you to view at any time..

How it works inside the app

You can link your NDIS funding to your mobility digital wallet. With your go-ahead, the digital wallet handles all payments after bookings are completed. The amount of NDIS funding you opt to assign for use on mobility is up to you and can be managed within the app by creating a monthly budget with smart tracking tools. You can tweak your budget over time to ensure it always meets your needs.

Plan-managed funding

With Plan-managed funding, you’ll set up a service agreement with mobility and nominate that you are Plan Managed. From there, you’ll be able to view the mobility service agreement and terms. Next, we’ll notify your Plan Manager of your decision to use the platform, and the funds you’ve assigned to be used for services, bookings and products across the platform.

Mobility will set you up with a digital wallet so you can start booking support, food, rides, specialist appointments, and all other services. The budget you created is automatically fed into budgeting tools within the mobility platform, so you can easily keep track of spending as you go through the month.

An invoice is created the moment a worker clocks off from their shift, and the service is completed. It gets sent to your Plan Manager for claiming and for payment of the booking. You will always receive a copy of the invoice too.

Once your Plan Manager receives funds from the government, they send them directly to mobility who passes the payment directly to the worker on your behalf.

Funding managed by a Provider Agency

Mobility is available to you! With the NDIS, it’s your funding, and you get to decide how and where you spend it. If your funding is Agency managed, we’ll work with the Registered Provider of Supports to set up your mobility account to use the services on the mobility platform. To get this happening, your agency will need to set up a service agreement on your behalf with mobility, then we’ll set you up a digital wallet within the app to start booking support, food, rides, specialist appointments, and all other services. The budget you created is automatically fed into budgeting tools within the mobility platform, so you can easily keep track of spending as you go through the month.

An invoice is created the moment a worker clocks off from their shift, and the service is completed. It gets sent to your Agency provider for claiming and for payment of the booking. You will receive a copy of the invoice too.

If you’d like to know whether we already work with your provider, give us a call on  1300 GET CARE (1300 438 2273). Alternatively, we’d be happy to talk to your current case manager to work something out.

Mobility works with most forms of funding. The digital wallet can be linked to:

  • Personal or Private funds
  • NDIS funds
  • Other government funding models

Is mobility a registered provider?

Mobility works across the NDIS ecosystem and is not a registered service provider nor registered with the NDIS. Instead, we work with registered providers and independent contractors by providing a platform to showcase their skills. We’ve made it straightforward for people to book care and support workers, domestic help, assisted rides and more.

With the NDIS do I have to use a registered provider?

NDIS funding does not currently require sole use of registered providers. You have the freedom to choose. If your funding is Self Managed, you are able to book services from anyone and pay whatever price you like for that service. If your funding is Plan Managed you can also book services from anyone, but the pricing will need to be capped to the NDIS price guide amount. If your funding is Agency managed you may only use an NDIS Registered Provider of Supports (RPOS) worker and pricing is capped to the NDIS price guide amount.

On the platform we make it really easy for you to select only RPOS workers and we automatically take care of all the pricing and invoicing components to ensure NDIS compliance. View these links for more information on the NDIS plans and pricing.

Who can I book through mobility then?

You can book registered or independent providers through Mobility. Their status is clearly labelled on all profiles. It’s up to you whether you choose registered or unregistered care and support workers. We’ve made sure the choice is in your hands. You might decide to book all your support services through mobility, or split funds between your existing providers and new bookings on mobility.

Ultimately, how you manage your funds is up to you.

I have Agency Managed NDIS funding. Can I use mobility?

Yes!

You’ll need to talk to your agency to set up using mobility. At the heart of it, you’re the one in control so if you want to use mobility, your Agency must work with you to get it set up. Many organisations have already come on-board with both their clients and staff utilising mobility, and more are signing up all the time. There are two ways to get set up with some agencies offering assistance via a case manager, and others supporting independent use of the platform.

If you are agency managed and would like to use mobility, get them to give us a call to start the ball rolling – we’d be happy to talk to them. They can call us on  1300 GET CARE (1300 438 2273).

I am plan managed. How does this work with mobility?

With just a bit of set up, people who have plan-managed NDIS funding can access all of mobility’s features.

You’ll set up a service agreement with mobility and nominate that you are Plan Managed. From there, you’ll be able to see the service agreement and terms with mobility. Then we’ll notify your plan manager of your decision to use the platform, and the funds you’ve assigned to be used for services, bookings and products across the platform.

Mobility will set you up with a digital wallet so you can start booking support, food, rides, specialist appointments, and all other services within your plan. The budget you created is automatically fed into budgeting tools within the mobility platform, so you can easily keep track of spending as you go through the month.

An invoice is created the moment a worker clocks off from their shift, and the service is completed. It gets sent to your Plan manager for claiming and for payment of the booking. You will also receive a copy of the invoice.

Once your Plan manager receives funds from the government, they send them directly to mobility who passes on the payment directly to the worker awaiting payment.

After every booking, both you and your worker receive detailed invoices that include timestamps, location, name, ABN, and services given – all of the details that meet NDIS compliance.

Browse and book away

Those who are plan-managed have full access to search for and choose their own care team, as well as access to all of mobility’s other features, like booking Allied Health specialists, gardeners, cleaners, and childcare workers.

To order products or services outside of your plan you can link separate payment methods including credit cards.

Complaints

If I am unhappy with a service or product I booked on mobility what do I do?

Your feedback on the quality of service you receive is extremely important. It’s an  opportunity to commend outstanding work and give vital feedback when things aren’t up to scratch.

Our ratings system allows you to give feedback on the services you book through Mobility. At the end of each booking, you’ll be able to give a rating from 1-5 stars. Poor ratings and complaints will be taken seriously and addressed by the team at mobility quickly.

If an incident should occur while you’re with your support worker, we encourage you to report it immediately. You can report an incident, abuse or neglect at any time via the main menu within the mobility app. You can also contact our customer support team via 1300 GET CARE (1300 438 2273) or support@mobility.com.au.

Mobility is designed for you. You’re in charge here and your feedback is important to ensure we continue making it better and better.

Safety and wellbeing

How do I know that the worker I hire on mobility is safe?

Your safety is our number one priority – mobility has strict safety criteria and detailed checks on all workers so that you can feel comfortable. We understand the need for peace of mind for both you and your loved ones when it comes to booking support work and care. With mobility you can expect reliability, safety, and ease.

When you book on mobility, you hire someone who has fulfilled extensive background checks, including:

  • Police Checks
  • Working with Children checks (where relevant)
  • Verified ID
  • Valid vehicle registration
  • Qualification and certification checks
  • Right to work in Australia checks (VEVO check)
  • Plus two reference checks verified by our call centre

Over and above: Safeguards by mobility

We’ve gone above and beyond to implement extensive checks and verification of accounts, along with mandatory training for workers on mobility. There are 6 free training modules designed by Disability Services Consulting that have been created specifically for workers on mobility. In order for everyone who lists their services on mobility to be up to scratch in offering the best service possible, there is a primary Induction for all workers that includes:

  • Manual Handling
  • Infection Control
  • Mealtime Planning
  • Medication Management
  • Supporting Choice & Control

Leading the field in geo-location mapping

Geo-tagged timesheets are required by law in some countries and mobility is proud to be the first Australian app in home care to implement technology where you can see your worker on their way and arriving at your door.

Link family and friends to your account so they’ll be able to see who’s with you, your schedule, and where you both are on the map. In short, location, time stamps, and movements are mapped for every booking.

Mobility monitors worker compliance over time, so you don’t have to.

  • The expiration date of all documentation is captured upon worker sign up, so that workers receive a Push notification to renew their ID or certification one month before expiry of those documents.
  • If the worker fails to renew their documents in this time, they are removed from the platform until they can provide up-to-date certificates and checks.

This means that whenever you hire through mobility, your worker is always guaranteed to have up-to-date documentation and valid checks to work legally.

Ensuring your safety before, during and after each booking

Mobility has created a panic alarm that can be activated at any time, so long as the app is open. Whether you’re with a support worker or alone, shaking the phone will call your emergency contact on your behalf.

For all emergencies, call 000 immediately.

Your experience is everything

Provider ratings and reviews left by clients are public on all profiles, which can help you decide on the best worker for you. At the end of each booking, you can give a rating and offer feedback for the service.

If you ever feel like a confidential chat, mobility is here for you. Call 1300 GET CARE (1300 438 2273) and speak to one of our team who will work with you to hear any concerns you may have.

A reminder:

Mobility is a platform for connecting service providers and clients. Mobility itself  is not a provider. The support worker you choose provides the care or services that you book. Workers on mobility can opt to provide information about themselves and their work experience via their personal profile. While we have stringent checks in place upon sign up, the bio information on their profile pages isn’t all independently verified. When choosing your support worker, we suggest you ask to see their original paperwork when you first meet.

As a care worker how do I ensure my safety?

We care about the safety and comfort of everyone in the mobility community – workers and clients alike. Measures have been taken to ensure client accounts are legitimate and to reduce the risk of bots and spammers. Prior to being able to book support workers on the platform, all participants must:

  • Provide an email and phone number
  • Authenticate a code sent to that mobile device
  • Submit the nominated ID
  • Provide their location
  • Confirm and set up their payment method

 

Safety while you’re working

Mobility has created a panic alarm that can be activated while you’re on a shift with a client. So long as you have the app open, shaking the phone will call your emergency contact on your behalf.

At the end of your shift you’re able to leave feedback for clients too.

Safety before and after your bookings

If you find yourself feeling concerned when communicating with a client, don’t hesitate to contact us on 1300 GET CARE (1300 438 2273)  or support@mobility.com.au to report it. Your safety is important to us.

If an emergency does arise while working with a client, dial 000 immediately.

If I have a safety concern about my participant, or if there is an incident, how do I report it?

For emergencies while working with a client, call 000 immediately.

 

Your safety, and the safety of participants is our number one priority. If you witness or suspect any incidents, neglect or abuse while you are working with a client, the mobility Code of Conduct requires you to report it straight away.

Reporting Workplace incidents

Incident reporting happens when you clock out at the end of each shift. There is an option to mark YES or NO to “Workplace Incident”. If an incident has occurred, you’ll fill out:

  • The date it occurred
  • Time the incident happened
  • Location
  • Details about the incident
  • Whether you were injured, and a description of injuries incurred

Depending on whether you are an independent contractor or employee, either mobility or your employer will contact you to discuss the incident and determine if further action is required.

 Reporting abuse and neglect

At the end of each shift, you have the option to report abuse and neglect. A screen will appear that says “Report Abuse and Neglect”. If you select YES then follow the green “Click here” link, you will be taken to to a detailed list of options to report concerns to the relevant bodies and authorities for each state. Mobility has a Zero Tolerance policy toward negligence, abuse, misconduct and exploitation. Incident reporting has been engineered into the app. For reporting abuse and neglect, mobility recognises that there are experts in this field who are best positioned to handle reports of neglect, abuse and maltreatment. Therefore, mobility recommends that you contact the relevant department in your state directly.

How to report an incident – know the difference

Witnessing, or suspecting abuse or neglect

If you suspect or witness any signs of abuse or neglect, it’s a legal requirement that you report it immediately to the relevant state authority . Your concerns could point to a criminal offense pertaining to physical, sexual, emotional or mental neglect or abuse. Signs might include:

  • Starvation, lack of food or dehydration
  • Physical bruising or injuries
  • Poor hygiene
  • Strange or fearful behaviour whilst a particular person is present
  • An inability or struggle to talk openly, along with avoidance of eye contact

The national authority to report an incident to is the NDIS Commission. Another useful go-to resource is the Disability Advocacy Finder

The state authorities to report to are:

  • NSW – Department of Family and Community Service – 132 111.
  • Queensland – Department of Communities Child Safety and Disability Services – 1800 811 810.
  • South Australia – Department of Education and Child Development – 131 478.
  • Victoria – Department of Human Services – 131 278 – for urgent concerns.
  • Western Australia – Department of Child Protection and Family Support – 1800 622 258, or 1800 199 008 after hours.

 

For suspected or observed elder abuse

Report the suspected abuse to mobility immediately, as per our Code of Conduct. There are hotlines in each state that can be called to report elder abuse across Australia. These are:

  • NSW – NSW Elder Abuse Helpline – 1800 628 221.
  • Queensland – Elder Abuse Prevention Unit – 1300 651 192.
  • South Australia – Aged Rights Advocacy Service – 08 8232 5377 – for Adelaide. Alliance for the Prevention of Elder Abuse – 1800 700 600 – for rural areas.
  • Victoria – Seniors Rights Victoria – 1300 368 821.
  • Western Australia – Advocare Inc. – 1300 724 679 – for Perth, and 1800 655 566 for rural areas.

For incidents that happen during a shift

For everything from breaking a bowl at a client’s house, to injuries sustained while working, a workplace incident report is necessary. You can access the workplace incident screen from the main menu of the mobility app.

Fill out the details and hit “send” to report the incident formally to mobility. It will only be visible to the mobility team, not to your client, support worker or their intermediaries, unless you choose to share the reporting form with them.

What happens after I report it?

This will include you receiving a call from mobility to get a full, more detailed report.

Insurance

Am I insured when using mobility?

All workers engaged via the Mobility platform will be covered by our umbrella insurance policy which covers them for:

  1. Personal accidents during their engagements booked via Mobility. In the event of an accident, personal accident insurance covers you if you become disabled; unable to work; or have a defined injury, such as loss of eyesight or hearing, and fractured bones. Beneficiaries are paid either in one lump sum or on a monthly basis to supplement missed income
  2. Public liability – covers the cost of legal action and compensation claims made against your business if a third party’s property suffers damage whilst you are providing care services or when you are working in their home.
  3. Professional Indemnity – protects against claims arising from bodily injury for alleged negligence or breach of duty arising from an act, error or omission in the performance of your care services.

Check under the individual FAQ’s for each of these for the details of the insurer

How do I make sure I am covered by insurance as an Independent Contractor on mobility?

If you sign up as an independent contractor, your services and support work you provide through mobility are insured under the group insurance policies.

To be insured for all work rendered through mobility:

  • Sign up as an independent contractor with your ABN.
  • Complete and satisfy all safety and verification checks.
  • Complete all mandatory training modules
  • Sign an insurance declaration in-app. Voila. You are covered.

Both you and your client can be at ease knowing mobility insures every booking made and paid for through its platform.

 

Should I still have my own business insurance?

To answer this question you need to get professional advice.  Mobility can not advise you on what is right for you from an insurance perspective, we can simply tell you what coverage you have via our policies.  You must determine what you personally need.

If you would like professional advice you should speak with an insurance broker. You can also find helpful information and links on the Insurance Council of Australia’s Website – https://www.insurancecouncil.com.au/for-consumers

Does mobility provide Personal Accident Insurance?

Does Mobility provide any personal accident Insurance?
Yes. Mobility can confirm that there is a Personal Accident insurance policy in place. Personal Accident Insurance provides income replacement for accidents sustained whilst you are undertaking work via the Mobility App.

Who is the Insurer?
The Insurer of the policy is QBE.

What is the policy number?
The Policy Number is 30-A058084-PAD

What are the benefits?
This policy provides wage cover up to $500 per week in the event of an injury sustained. You must demonstrate to the insurer your earnings over a 12 month period in order to receive payments.

– Weekly benefits : $500

– Percentage of pre-disability earnings: 80%

– Benefit Period : 104 weeks

– Excluded period of claim : NIL days

How do I make a claim?
In the event of a claim, an injured person must:

  • Follow the requirement under the policies terms and conditions
  • Follow medical advice from a qualified medical practitioner as soon as possible after sustaining injury or sickness
  • Give QBE notice in writing, by telephone or in person describing the occurrence
  • Tell QBE promptly
  • Fully complete QBE claim form and return it to QBE (accidentandhealth@qbe.com) within thirty (30) days after a payable condition occurs
  • Undergo any medical examination by a doctor appointed by QBE if QBE require it and at your expense, provide QBE with any information about the claim QBE ask for including:
    • doctor’s reports
    • letters and notices you receive from anyone else about your claim.

Who do I contact if I have a query?
Should you have any queries regarding this insurance policy, please email Mobility and your query will be attended to: support@mobility.com.au

Does mobility provide Professional Liability Insurance

Yes, mobility can confirm that there is Professional Liability insurance in place. Our eHealth Professional Liability policy protects you against claims made against you arising out of bodily injury in the provision of healthcare services as a result of any:
• negligent act, error or omission;
• cyber event;
• loss or damage to any documents in paper format in your care, custody or control.

 

Does Mobility provide any Public and Products Liability Insurance?

Yes. Mobility can confirm that there is Public and Products Liability insurance in place. The policy protects you against claims made against you arising out of property damage only.

 

Who is the insurer?

The insurer of the policy is Lloyd’s of London (S&P rating A+)

 

What are the benefits of the Professional Liability policy?

The Professional Liability policy provides an adequate limit of indemnity – please contact Mobility for further details. Additional benefits of the eHealth policy include:

  • Cyber and Privacy Liability arising from a Cyber Event
  • Court attendance costs
  • Legal Expenses costs
  • Defense costs only cover for allegations of sexual misconduct, however, this cover is excluded if proven final adjudication, arbitral tribunal or written admission by you

 

What are the benefits of the Public and Products Liability Insurance?

The Public and Products Liability policy provides an adequate limit of indemnity. This policy extends to cover you for accidental property damage you cause in the provision of care services.

 

What do I do in the event of a claim?

In the event of a claim, as an insured person you must:

  • Not admit liability
  • Contact Mobility as soon as possible to lodge a claim
  • Provide Mobility with details of any similar insurance you have in place

 

Who do I contact if I have a question?

Call mobility Customer Support team on 1300 438 227 or email us at support@mobility.com.au.