Helper Deactivation Policy

Ensuring Safety, Quality, and Professional Standards

At CareLinc, our primary commitment is to the safety and well-being of our Members and the integrity of our Helper community. To maintain these high standards, there are circumstances where a Helper’s access to the CareLinc platform may be suspended or permanently deactivated.

Why does deactivation happen?

Deactivation is usually a result of a breach of our Service Agreement or a failure to meet our community standards. Common reasons include:

• Safety & Safeguarding: Any action that puts a Member’s physical or emotional safety at risk, including professional misconduct or negligence.

• Compliance Expiry: If your essential documents such as your Police Check, First Aid certificate, or Work Rights expire and are not updated, your account will be automatically suspended until they are renewed.

• Reliability & Performance: Frequent “no-shows,” late cancellations, or consistently low feedback scores from Members that affect the quality of care.

• Platform Integrity: Attempting to move Members off the CareLinc platform to avoid service fees (known as “fee avoidance”) or sharing your login credentials with others.

• Code of Conduct: Any form of discrimination, harassment, or unprofessional behavior toward Members, their families, or CareLinc staff.

The Deactivation Process

We believe in fairness and transparency. Unless there is an immediate safety risk, our process typically follows these steps:

1. Notification: You will be notified via email regarding the concern or the compliance gap.

2. Investigation: For behavioral or quality concerns, our Quality & Compliance team will review the situation, often speaking with both the Helper and the Member.

3. Resolution or Deactivation: If the issue cannot be resolved or if a serious breach has occurred, the account will be deactivated.

Can I reactivate my account?

• For Compliance Issues: Yes. Once you upload your updated documents and they are verified by our team, your account will be reactivated immediately.

• For Performance/Safety Issues: Permanent deactivations are generally final. However, you have the right to request a review of the decision by contacting our Quality & Compliance Manager.

Questions about your account status?

If your account has been deactivated and you are unsure why, or if you need help updating your documents, please reach out to our Support Team.

Email: support@carelinc.com.au | Call: 1300 150 372