Frequently Asked Questions.
Clear answers to help you feel informed, supported and confident in your care choices.
Cura Aged Care provides personalised, culturally inclusive in-home and community support to help seniors live well, safely and independently. These FAQs are designed to guide you through our services, government funding options, My Aged Care pathways and the supports available to you and your family. If you’re unable to find the information you need, please contact us through our Contact Us page and our team will be happy to assist.
Understanding In‑Home Aged Care.
What is in‑home aged care and how can it help me stay independent?
In-home aged care provides practical support so you can continue living safely and comfortably in your own home. This may include personal care, domestic assistance, social support, transport, meal preparation, allied health, respite and more. Cura tailors’ services to your needs, goals and cultural preferences.
What types of services can I receive through Cura Aged Care?
We offer a wide range of government subsidised and privately funded services for seniors aged 65+ (or 50+ for Aboriginal and Torres Strait Islander people or those who are homeless or at risk of homelessness). Supports may include:
- Personal care
- Domestic assistance
- Social support and companionship
- Transport and community access
- Meal preparation
- Respite
- Allied health and wellness programs
- Cultural and community activities
Your eligibility for Commonwealth Home Support (CHSP) or Support at Home funding will depend on your assessment and personal circumstances.
How does in‑home care differ from residential aged care?
In‑home care supports you to remain living in your own home, with services delivered where and when you need them. Residential aged care involves moving into a facility that provides 24‑hour care. Many people choose in‑home care to maintain independence, routine and connection to community.
Which locations does Cura service?
Cura Aged Care provides inhome support across Southeast Queensland and Northern NSW.
Our Wellness & Activity Centre is located at: 1 Dominions Road, Ashmore QLD 4214.
Getting Started.
How do I begin accessing in‑home care for myself or a loved one?
Our Cura Care Partner team can guide you through every step — from understanding your needs to navigating My Aged Care and starting services. You may be eligible for government funding, or you can choose to self‑fund. Call our Care Partner team on 1800 941 212 for personalised support.
How do I know which in-home aged care services I need?
Once assessed by My Aged Care or if ready for self-funded supports, your Cura Care Partner will work with you to understand your goals, preferences, cultural needs and daily routines. Together, we create a personalised Care Plan and can provide guidance and support as your needs evolve and change.
Can my family be involved in my care planning?
We respect the important role that family and loved ones play in your life. Family involvement is welcomed and encouraged, particularly when it reflects your cultural values and identity.
We will work with you to ensure your care supports your personal preferences, values, and goals. Your voice is central to all decisions about your care.
You will remain the primary decision-maker unless a legally appointed decision maker is in place (such as an active Enduring Power of Attorney). In these circumstances, we will work closely with your nominated decision-maker while continuing to respect your rights, dignity, and preferences.
How can I register a Registered Supporter?
If you are seeking or receiving aged care services, you may choose someone you trust to support you in making decisions and communicating your wishes. Under the new Aged Care Act, this person is called a Registered Supporter.
A Registered Supporter helps uphold your rights, safety, will and preferences — but they cannot make decisions for you. Their role is to support you, respect your choices and help ensure your voice is heard.
You can register a trusted person as your supporter in several ways:
By phone: Call My Aged Care on 1800 200 422 together with your chosen supporter. You will both need your Medicare number and personal details.
Online form: Complete the Supporter Registration Form through your My Aged Care online account. You can also download a hard copy, complete it, and upload or post it to My Aged Care. Services Australia can assist if needed.
Through your My Aged Care Online Account: If you already have an account, you can add a supporter in the Support Networks section. The Your Online Account Guide: Support Networks provides step‑by‑step instructions.
During the assessment process: You can nominate a supporter when applying for an assessment, during your assessment, or through an Aged Care Specialty Officer (ACSO).
My Aged Care, Support at Home & CHSP.
What is My Aged Care and how do I start the process?
My Aged Care is the Australian Government’s entry point for aged care funding. You can apply online or by calling 1800 200 422. Cura can help you understand the process and prepare for your assessment – learn more here.
What is the Support at Home Program?
Support at Home replaced the Home Care Packages program on 1 November 2025. It provides funding for in‑home services based on your assessed needs.
What is CHSP and who is it for?
The Commonwealth Home Support Programme (CHSP) provides entry‑level support for seniors who need a little help to stay independent.
Which funding type do I need to access Cura services?
You can access Cura services and supports through the Support at Home Program, through CHSP, private funding or other pathways. Our team can explain your options.
Can Cura help me apply for My Aged Care?
Yes. We regularly support seniors and families through the My Aged Care process, including referrals, assessments and understanding your funding.
Costs, Fees & Funding Options.
What government funding is available for in‑home aged care?
Depending on your needs and assessment, you may be eligible for:
How do I pay for my home care services?
You can use government funding, private funding or a combination of both. To discuss your options, call 1800 941 212.
What if I’m having trouble paying my fees?
Please contact your Care Partner as soon as possible. You may be eligible for financial hardship assistance through Centrelink (Services Australia), depending on your circumstances and updated means test.
What is Cura’s cancellation policy?
To ensure we can deliver services safely and efficiently, we ask that you provide at least 48 hours’ notice if you need to cancel a scheduled service or activity (outside of an emergency).
If less than 48 hours’ notice is provided, or if you are not present when our team arrives, the full cost of the scheduled service will be charged. This ensures that Cura is able to cover the cost of your allocated support worker and the resources prepared for your visit.
If you experience an emergency, please let us know as soon as you can so we can support you appropriately.
Cura Care Workers & Safety.
What level of training and qualifications do Cura support workers have?
Cura employs both support workers and in-home domestic workers. Support workers hold a minimum Certificate III in Individual Support or the equivalent and both support workers and in-home domestic workers complete tailored training before working with participants. Ongoing professional development is provided to all Cura staff. Cura also conducts thorough reference checks, police checks and vetting to ensure high-quality, consistent and safe care
What hours can I call to speak with a Cura team member?
Our client experience team are available from 9am – 5pm Monday to Friday by calling 1800 941 212.
What checks do Cura staff have?
Our staff all have minimum qualifications in Aged Care or Home and Community Care and are required to have a National Police Check, First Aid and CPR. Staff sign off on a Code of Conduct and Confidentiality Agreement upon commencing their employment with Cura.
Who will be coming to my home?
This will depend on the service you are receiving. In-home domestic workers can provide you with domestic assistance and certificate III qualified staff all other service types. In all cases, your Cura support worker will be a trained, compassionate professional who understands your needs, cultural preferences and goals. We aim to provide consistency, so you feel comfortable and supported.
Are Cura care staff insured in my home?
All Cura-employed staff are fully insured when supporting you in your home.
Cura also works with sub‑contracted partners for certain services. These providers hold their own insurance and must meet all Cura and government compliance requirements.
Every Cura aged care worker — including subcontractors — is required to have a current police certificate and any mandatory worker‑screening clearances before providing support.
What happens if my Cura Support Worker is unwell?
If your scheduled Support Worker becomes unwell, we organise another team member to attend your appointment. You’ll receive a courtesy call to let you know about the change and to check your preference — whether you’d like to keep your appointment with the replacement support worker or to reschedule with your usual staff member when they return.
What happens if I want to change providers?
Aged care is built on choice and control, which means your in-home care plan is portable — it belongs to you, not to any organisation. You’re free to change providers at any time.
If you’re considering moving your services to or away from Cura Aged Care, please call our team on 1800 941 212. Our Care Partner team will guide you through the process and make the transition as smooth as possible.
Do Cura staff members wear a uniform?
All Cura‑employed staff wear a Cura Aged Care uniform, and are always neat, professional, and easy to identify. For your safety, please ask to see a staff member’s ID badge before opening your door to anyone claiming to be from Cura.
Cura also engages sub‑contractors for some services, such as car washing and allied health supports. These providers must meet all Cura and government compliance requirements when supporting you.
For services like Physiotherapy, Occupational Therapy, or Gardening, supports may be delivered by external partner organisations arranged by Cura as part of your care plan. These workers may wear their own organisation’s uniform. Your Care Partner will ensure you know which organisation and support person is attending, so you feel safe and comfortable.
Can I change Care Workers if we have a personality conflict?
At Cura we understand that not everyone is suited and we pride ourselves with matching staff to individual requirements, early notification helps solve many of the minor challenges and we are able to change staff around if there is a personality conflict.
Wellness Centre Activities.
Who can attend the Wellness Centre activities?
Our Wellness Centre is open to seniors who want to stay active, socially connected and engaged in their community. You can join through government‑funded programs (if eligible) or as a self‑funded participant. To learn more about what’s on offer, click here.
If you hold a Support at Home Package funding with another provider, you can still access the Cura Wellness Centre through a Brokerage Agreement. You can contact us directly or have your Care Partner reach out to Cura on 1800 941 212.
Do I need government funding to join activities?
Not necessarily. Although many people attend through Support at Home or CHSP funding, the Wellness Centre can also be accessed through private funding.
Is transport available?
Transport may be available depending on your location, assessment and funding allocation. Costs will vary based on the service and program requirements.
What types of activities are offered?
Each month we host a vibrant program including:
- Arts and crafts
- Games and social groups
- Cultural celebrations
- Gentle exercise
- Bus trips and outings
- Entertainment
- Educational workshops
Can I attend if English is not my first language?
Absolutely. We welcome people from all cultural and linguistic backgrounds. You may also enjoy one of our in‑language social groups, such as our Chinese Club or Japanese Club. Contact our team to find out about our next gathering.
How much does it cost to attend the Wellness Centre?
Costs depend on your funding type and the activities you choose. For personalised information, call our Wellness Centre team on 1800 941 212.
Cultural Care.
How does Cura provide culturally safe aged care?
Cura’s approach is grounded in respect, understanding and genuine cultural awareness. Our team represents more than 65 nationalities, allowing us to support you in ways that feel familiar, comfortable and aligned with your cultural values, traditions and communication style. Discover our multicultural care.
Does Cura offer interpreter or language support?
Yes. We can arrange interpreter services for assessments, appointments and care planning. Many of our staff speak multiple languages, and we also provide translated resources to help you understand your care options. You can access the Telephone Interpreter Service (TIS) by calling 13 14 50.
Do I need to speak English to receive services from Cura?
No. At Cura our you can receive support often in your preferred language with the help of interpreters and multilingual staff. Our goal is to ensure you feel confident, informed and supported at every stage of your care.
How does Cura support Aboriginal and Torres Strait Islander seniors?
We work respectfully with Elders, families and community organisations to ensure care is culturally safe, trauma-informed and grounded in connection to Country, culture and community. We can also help you access culturally appropriate health and community services.
How does Cura help me stay connected to my cultural community?
We can link you with cultural groups, community organisations, faith communities and social programs that align with your background. Many participants also enjoy our in‑language social groups, such as the Chinese Club and Japanese Club.
Does your organisation have a religious affiliation?
Cura is a proudly multicultural organisation. We support people from many cultures, faiths, and beliefs, and our services are delivered in a way that respects each person’s individual background and preferences.
Advocacy, Complaints & Feedback.
Who is an advocate?
An advocate is someone who supports your rights, preferences and wellbeing. They may be a family member, friend or an independent professional.
How can I find an advocate or support resource?
Independent advocacy services are free, confidential and available to help you. Key services include:
- Older Persons Advocacy Network (OPAN) – 1800 700 600
- Translating & Interpreting Service (TIS) – 131 450
- Seniors Rights Service (NSW) – 1800 424 079
- ADA Australia (QLD) – 1800 818 338
- Commonwealth Ombudsman – 1300 362 072
- Carer Gateway – 1800 422 737
- Carers Australia – 1800 242 636
How can I provide feedback to Cura?
At Cura, your feedback is important to us. It helps us strengthen our services and ensures you feel heard, respected and supported throughout your care journey.
You can share your feedback at any time by:
- completing the Tell Us What You Think form on our Contact Us page.
- calling 1800 941 212
- emailing support@cura.org.au
You’re welcome to provide feedback anonymously. However, please note that if no contact details are provided, our team will be unable to follow up or discuss your concerns further.
What is your complaints policy if I am not satisfied with part of Cura’s support?
If you’re ever unhappy with any part of your support, we encourage you to speak with us directly. You can contact a Cura representative by calling 1800 941 212 or by completing our online ‘Tell Us What You Think ‘form on the Contact Us page of our website.
In many cases, concerns can be resolved quickly through our internal complaint‑handling process.
If you prefer to raise your concern externally, the Aged Care Quality and Safety Commission provides a free service for anyone wishing to report issues about the quality of care or services delivered to people receiving Australian Government–funded aged care.
Bequests, Gifts & Donations.
Am I able to give a gift to a Cura team member?
We appreciate the kindness of our participants and community, but to maintain professionalism and avoid conflicts of interest, staff cannot accept personal gifts. Donations and bequests, however, directly support our community programs.
How can I make a donation to Cura?
Cura operates under the Multicultural Communities Council Gold Coast (MCCGC), a registered charity. You may choose to support a specific program or service. To donate, please contact info@mccgc.org.au.
Can I make a bequest to Cura?
Yes. Bequests play an important role in supporting our community programs. You can specify how your gift is used or allow us to allocate it where needed most.
For more information, contact 1800 941 212 or info@cura.org.au.
Accounts, Statements & Payments.
How do I receive statements or track my funding?
Your Cura Care Partner can help you understand your statements, funding usage and service charges.
Do you have an exit fee?
No, we do not charge anything if you stop using our services as per the Government requirement.
What should I do if I have questions about my account?
Please contact our Cura accounts team on 1800 941 212 for assistance.
Disclaimer.
These FAQs are a general guide only. As My Aged Care and Cura services evolve, information may change. We encourage all individuals to conduct their own research when seeking in‑home support.