CareAbout's Transparent Vetting Process

Is your provider up to scratch? We have a wealth of experience in the industry - let us do the provider vetting for you.

How CareAbout Vets Providers So You Can Receive the Quality Care You Deserve

Careabout Support That Works For You Both Mobile

Navigating Aged Care shouldn’t feel like a maze. At CareAbout, we know that trusting someone with your care, or the care of someone you love, is one of life’s most important decisions. That’s why we’ve built a robust, transparent, and ongoing vetting process to ensure every provider we work with delivers on what matters most: Quality, safety, and outcomes.

Our 12-Step Vetting & Due Diligence ProcessHere at CareAbout

It’s simple – if we wouldn’t leave our loved ones to a provider, then we definitely wouldn’t recommend them to you. So, before we can recommend a provider from our handpicked panel of quality providers – theymustpass our comprehensive screening process, which covers the following requirements:

Approved Registration: Providers must be registered with My Aged Care
Audit Reports: We review their most recent My Aged Care audits
Compliance History: We check for any regulatory issues or red flags
Credit Check: We review financial integrity and operational stability
Customer-Focused Systems: We look at how they handle client intake and care management
Staff Qualifications: Care workers must be properly certified and skilled
Recruitment & Training: Ongoing staff development is essential
Transparent Fees: No hidden charges – admin and care management fees are now capped at 10%
Independent Reviews: Real customer feedback is factored in
Service Coverage & Capacity: Providers must have adequate resources in your area
Service Level Agreements: We hold them accountable to KPIs like speed-to-appointment and service start times
Flexibility & Agility: Providers must adapt to customers’ evolving needs and be open to change where needed

Ongoing Monitoring for Quality and Compliance

Our vetting doesn’t stop after onboarding. For a provider to be kept on our handpicked panel, they must continually meet our compliance checks, which we monitor through:

Monthly performance reviews against our Service Level Agreements (SLAs)
Customer complaint tracking, escalated to leadership when needed
Six-monthly customer surveys to gather honest, detailed feedback
Provider insights meetings to identify and action improvements in a timely manner

We welcome collaboration and consistently maintain ongoing and transparent communication with our provider panel.

If there’s ever an issue regarding performance quality – we work through these concerns openly to assure only improvements are made moving forward.

Our Benchmarks: What ‘Quality’ Looks Like

To stay on our panel, providers must meet these 6 key benchmarks:

Focus on Customers: Everything from intake to service is designed to deliver great outcomes
Agile & Responsive: Fast to answer, fast to act
Strong Recruitment & Training: Skilled people delivering skilled support
Reasonable & Transparent Fees: So you know exactly what you’re paying for
Flexibility: Providers must adapt to changing needs, not the other way around
Commitment to Continuous Improvement: We share data, feedback, and agree on real action steps

Our customers are at the centre of this process. If it’s not working for you, it’s not working for us.

Real Feedback, Real Results

Any eligible care recipient, who connects with a provider through CareAbout, receives:

A courtesy call from our team after their first meeting
Regular follow-ups to check-in on how things are going

Keen to know more about CareAbout? Our Trustpilot-verified reviews help us to keep things honest. Our average 4.7-star rating is based on our growing 6,000+ customer reviews, where more than 83% of customers have provided us with a 5-star rating.

Why You Can Trust CareAbout

We’re 100% independent. That means:

Our Care Advisors don’t see provider payments – they only match you based on your needs
We only earn a fee if and when you decide to go ahead with a provider – that’s how we’re able to continue providing our free service
If no provider fits? We just won’t make a referral.
And if you change your mind, switching is free thanks to the CareAbout Home Care Promise.

Ultimately, you’re in control – from day one. And we reiterate that to you, because quality aged care should always be a choice and never a compromise.

What our customers are saying

Read our reviews

Very helpful and explained everything

CareAbout has been very supportive and informative. They have a wealth of knowledge and have helped me to make the best decisions for care for my mother and her particular needs.

Ian Ross

Home Care for self

Great service

Keith was so helpful and explained everything clearly. He made an appointment with a provider to help us and made the process seamless. We had the appointment today and are feeling very confident that we will be well cared for.

Francine Mulder

Home Care

The CareAbout team was thorough

The CareAbout team was thorough and very helpful with matching my dad with the right care provider. They asked a number of questions in relation to my dad and what care he would require moving forward. Would recommend CareAbout if you're looking into a care provider or wanting to change care providers.

Rebecca

Home Care for Dad

CareAbout made it so easy to find a nursing home

I was desperately looking for a nursing home that can provide respite care for my dad. Thankfully CareAbout has made it so easy. With just a few phone calls in the morning I was given a list of the suitable nursing homes, and in the afternoon I was able to find one that can accept my dad. Thank you for a great service!

Hung Bui

Nursing Home

Absolutely outstanding help and support

To be honest I didn’t expect much from CareAbout as I thought it would be an online only support, however my expectations were soon exceeded with the quality of help, support and continuous phone call follow ups to make sure I found an aged care facility for my dad. Billy made the process so easy and took the stress out of finding a suitable aged care facility.

Oliver