Our Coronavirus Response

Home Care Services:

Being safe and supported at home has never been more important than right now. Find out what we are doing to help you remain protected from virus transmission and what you should do to get through this challenging period. Read more. 

NDIS Services: 

  • NDIA announce temporary 10% price limit increase for several critical supports. Read more. 
  • We have changed the way we deliver disability services to ensure the safety of our customers and their families during the coronavirus pandemic. Find out what we are doing. 

Our Response

The introduction of strict social distancing requirements and limitations on group-based activities has had a substantial impact on how we are currently operating our services. This update summarises how we are responding, and how we are asking our customers to support this response.

What we're doing

Our number one priority is to safeguard our vulnerable clients and their support staff, whether they are an older person, living with a disability or a resident in one of our Supported Independent Living group homes.

We've already activated a number of additional controls including:

  • activated Infection Control Plans to minimise risk across sites, vehicles and on home visits in accordance with health advice
  • limited the number of people entering our sites with our corporate staff now working from home
  • delivered mandatory Infection Control and Personal Protective Equipment (PPE) training for all staff
  • delivered additional training to all staff on emergency procedures
  • expanded rosters to ensure everyone requiring essential services can safely receive their supports

We will continue to base our decisions on the latest advice from the relevant health authorities with your health and wellbeing front of mind.

Services we've paused & reduced

We’ve suspended most group based activities including our Disability Active Participation Program, Aged Care Social Support, and centre-based respite/short term accommodation (for both aged and disability services).

Some drop-in support or direct support continues for our Active Participation Program clients so make sure you touch base with your coordinator to see how you can access these supports.

We also need to adjust some Aged services to focus on essential service delivery and potentially reduce access to support services like domestic assistance and gardening.

We are following government directives around what services can be provided and we continue to run essential services including Disability Accommodation (SIL), Home Care Services, Preschools, Long Day Care and Vacation Care, Community Transport and Home Modifications & Maintenance.

In some cases schedules may change but we will be sure to advise you if this happens.

We are currently exploring new ways to provide services and we will continue to stay in touch with you about different ways you can access support from us.

What can you do to assist?

We want to continue to provide services to you, but in order to do so you need to help keep our staff safe. Here are a few ways you can assist us:

  • We ask for your patience – we are indeed experiencing unprecedented times.
  • It’s understandable that you may need to cancel your service if you become ill or for another reason. We ask that you give us as much notice as possible. The NDIS services cancellation policy was updated on 25 March 2020. Current information can be found at ndis.gov.au. LiveBetter’s aged care service cancellation policy differs between services so please speak with your coordinator directly.
  • Please adhere to good hygiene practices and take care when interacting with people – this is your best defence against COVID-19. We take social distancing seriously as our staff often provide care for multiple individuals and families - we ask that you do the same.
  • Respect our staff – many of our support staff are managing their own challenging personal situations and are implementing difficult changes. If you have concerns, please raise them with your local coordinator, by calling 1800 580 580, or by using the contact form on our website.
  • Update your contact details – communicating changes with you is more important than ever and we want to ensure we can get in touch. Call us on 1800 580 580 and let us know your current address, mobile phone and email address.

What to do if you suspect you are unwell

If you are feeling unwell and think you have symptoms of COVID-19, you should seek medical attention. The virus affects people in varying degrees. Symptoms can range from mild flu-like symptoms (such as fever, coughing, sore throat, fatigue and shortness of breath) to pneumonia.

You should also consider cancelling any non-essential services if you are not feeling well.

Call your GP, or the Coronavirus Health Information Line
24 hours a day, 7 days a week on 1800 020 080.

Links & Resources

Important information/links you should know:

Given the substantial interest in the media about COVID-19 and the amount of information circulating, we suggest sticking to these reputable information sources:

What can people do to protect themselves and others from getting COVID-19?


(released 5th February 2020) 1.33 min video

How to wash your hands

(released 20th October 2015)

Links & Resources

Important information/links you should know:

Given the substantial interest in the media about COVID-19 and the amount of information circulating, we suggest sticking to these reputable information sources:

What can people do to protect themselves and others from getting COVID-19?


(released 5th February 2020) 1.33 min video

How to wash your hands

(released 20th October 2015)