Help Center

Support across your care jouney.

FAQ's

  • Apply for Job button not working?

    1. Check out that you aren't missing any documents or certifications
    2. Read the 3 strikes policy and select the checkbox to accept.
    3. Still not working? Take a screenshot and email us at support@mobility.com.au 

  • Why does mobility display jobs I'm not verified for?

    We aim to provide you with a comprehensive view of all available opportunities, ensuring you're aware of potential jobs you could access. Displaying jobs you're not yet verified for highlights areas where uploading a missing document could open up more opportunities for you.

  • Why is there an 'x' next to a document in the Certifications section?

    An 'x' next to a document indicates it's missing from your profile, and you won't be able to apply for the job until it's uploaded and verified by our team. Verifications can take some time, want to only see jobs you're verified for? Use the filters to show "Jobs I'm certified and can apply ASAP", or continue browsing all jobs to see other opportunities you may be missing documents for.

  • Why do I need to write a cover letter?

    Writing a cover letter is entirely optional, but it can help your application stand out. A brief cover letter that highlights relevant skills, hobbies, or experiences mentioned in the job description can make a difference, especially when clients or providers are reviewing multiple applications.

  • What is a business day?

    A business day refers to any day that is not a weekend or a public holiday, typically Monday to Friday.

  • What is a public holiday?

    A public holiday is a nationally recognized day when most businesses and institutions, such as banks, are closed. It varies by region and is not considered a business day.

  • Why don't I see PAYG on my remittance like a regular payslip?

    As a worker on mobility, you are not an employee but an independent contractor. This means that the usual PAYG withholding that applies to employees does not apply to your payments. Instead, you are responsible for managing your own taxes. Visit understanding your tax obligations for further guidance.

  • Why is GST included on only some of my invoices?

    GST is always included on the platform fee invoice from mobility, reflecting a service transaction between mobility and you, regardless of your GST registration. For client invoices, GST is shown only if you, as an independent support worker, are registered for GST. However, services funded by NDIS budgets or Home Care Packages (HCP) are GST-exempt, so invoices for these services won't include GST, even if you're registered.

  • When can I expect payment for my services?

    Payments are processed 5-7 business days after an invoice is sent, provided it's not on hold. Once payment is released, a remittance advice is automatically sent to you.

  • How long does it take to get paid after receiving the remittance?

    The time it takes for your earnings to reach your bank account can vary depending on your bank's processing times. It could be immediate or take up to 3-5 business days. Please consult your bank directly for more detailed information on their processing times.

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