Do clients confirm that a care worker has actually provided the services?

Yes, once an agreement has been finalised with a care worker, both the care worker and the client will be notified. After each session, the care worker will submit an online timesheet, which is then sent to the client for confirmation. When a client has confirmed that care has been delivered, Mable will process the charge for the cost of the care and Mable’s service fee. If a client rejects the timesheet, they will not be charged, and can discuss any issues directly with the care worker before they re-submit the timesheet.

If a client does not respond within 24 hours by either confirming or rejecting the timesheet, we will take the care as having been delivered. This is to ensure that care workers are paid promptly for the services they have provided. If an incorrect timesheet has been approved accidentally, please call us on 1300 73 65 73 as soon as possible to have it corrected.

Care workers can submit timesheets at any time after a session has been completed. If you are concerned about the 24 hour automatic approval, we recommend that you ask your care worker to submit their timesheet on a particular day each week when you will have access to a computer or smart phone to review it. This process can also be easily tracked via the reports available through the Mable platform.


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