This guide explains your rights and responsibilities so you can confidently engage with our platform.
Mobility is committed to creating a safe, fair, and respectful marketplace for the delivery of aged care and disability services in the home.
This guide explains your rights and responsibilities based on our official Statement of Rights, so you can confidently engage with our platform.
Your rights
Respect and dignity
You have the right to be treated with respect at all times. Discrimination, harassment, or abuse is never acceptable.
Safety and wellbeing
You have the right to a safe environment when receiving care, working, or providing services. This includes physical safety and emotional wellbeing.
Privacy and confidentiality
Your personal information is protected under privacy laws. We only collect and use your data in line with legal requirements and our privacy policy.
Choice and control
You have the right to make informed decisions about who you work with or receive care from. Our marketplace empowers you to choose the services and providers that best meet your needs.
Clear and honest communication
You have the right to understand the terms of engagement, including job details, pay rates, and care plans. Transparency is key to building trust.
Feedback and complaints
You have the right to raise concerns or complaints without fear of retaliation. We take all feedback seriously and aim to resolve issues promptly.
How to report a breach
If you believe your rights have been breached:
- Contact Mobility Support on 1300 438 227 or support@mobility.com.au
- Provide details of the incident, including dates and parties involved.
- Our team will review and respond promptly in line with our complaints process.
Why this matters
Our Statement of Rights ensures fairness, safety, and trust across the Mobility community. By understanding your rights and responsibilities, you help create a positive experience for everyone.
Need help or have questions?
Please contact us on 1300 438 227 or support@mobility.com.au
Shift Requests FAQs
An ongoing booking is a regular, repeating shift with a support worker. These can be daily, weekly, or monthly and are ideal for clients who need consistent support
Follow these steps:
- Navigate to the Teams tab.
- Select the worker you want to book and tap 'Request Shift.'
- Choose the service type (and support category if NDIS).
- Enter the start date, shift start time, and end time.
- Set the frequency (daily, weekly, or monthly).
- Set the end date.
- Confirm the address.
- Select the worker.
- Add a shift title and any notes.
- Upload relevant documents if necessary.
- Review and accept the service agreement.
- Review the funding method.
- Tap 'Request Shift.'
You can view and manage all your ongoing bookings and shift requests from the Home page in the mobility app. Select the job you want to edit or cancel and follow the prompts to make the necessary changes.
Yes, you can upload any relevant documents such as behavioural plans or home risk assessments during the shift request process by tapping the upload button and selecting the documents from your device.
To cancel a shift request, navigate to the Home page, select the job you want to cancel, and follow the prompts.
Workers usually respond to shift requests within a few hours. You will receive a notification in the app once the worker has responded.
You can view and manage all your ongoing bookings and shift requests from the Home page in the mobility app. This page provides an overview of your upcoming shifts and allows you to make any necessary changes.
No, you can only select one worker per shift request. If you need multiple workers for different tasks or shifts, you will need to create separate shift requests for each worker.
If a worker declines your shift request, you can select another worker from your team or post a new job on the jobs board to find additional support workers.
If you need assistance, our support team is here to help. You can contact us by calling 1300 438 227, emailing support@mobility.com.au
