Client Handbook
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Client Handbook
Client Handbook and Contribution Policy
Download our Client Handbook and Contribution Policy to learn more about our services, your rights and responsibilities, and heaps more.
Frequently Asked Questions (FAQs)
How do I register for community transport?
It’s easy!
Community Wheels Inc provides transport services for clients residing within the Parramatta and Cumberland Council areas. If you live within our catchment area and wish to register for community transport, please call our Client Liaison Coordinator on (02) 8868 1401. People aged 65 years and above must be registered with My Aged Care to be eligible for our subsidised transport services. You can call My Aged Care on 1800 200 422 or visit their website www.myagedcare.gov.au to register your details with them.
What are the hours of operation?
Our office hours are from Monday to Friday 8.00am to 4.30pm.
Our driving hours are from Monday to Friday 6.45am to 3.30pm.
How can I book my transport?
For booking transport please call Community Wheels Inc on (02) 8868 1400 and select option 1 for bookings. Please keep the following details ready when making a booking:
- Date and time of your appointment
- Drop off address
If you need a wheelchair accessible transport, please inform the reception staff at the time of making your booking.
For home returns please call us on (02) 8868 1400 and select option 2 for returns.
How much will the transport cost me?
Less than you think!
Community Wheels Inc can provide you subsidised transport services in your local area as well as to other suburbs. The cost of our transport services vary depending on the pickup point and destination you are going to. Our booking staff will advise you of the cost of your next trip when you call us for organising your transport. Payment options include cash to driver, via credit/debit card processed over the phone, or via Account invoice.
Will the driver help me get in and out of the vehicle?
Of Course!
Our drivers and volunteers can provide the following assistance:
- Walk or wheel clients from their home to the vehicle, and from the vehicle to their drop off point on pickup journey
- Walk or wheel clients to the vehicle and from the vehicle to their home on return journey
- Assist clients with getting in and out of the vehicle
- Safely use the hoist to board wheelchair clients into the vehicle
- Secure clients with a seatbelt and secure wheelchairs with a restraint
- Assist clients with their mobility aids like holding, folding, and securing them
When will service stop?
After you are registered as a service user, transport services will be provided to you on an as-needed basis for as long as you require.
Some reasons why service may stop could be:
- You no longer need the service and wish to exit
- You move out of the Parramatta and Cumberland Council catchment area
- You find another provider that you feel meets your needs better
- Your situation and level of care changes; for example, you go into full-time residential care setting
- Community Wheels Inc cannot provide you the level of care you may need
- There may be a risk to you or our staff when providing you service
What should I do if I want to stop my service?
If you wish to make changes to your service, or if you want to exit and no longer receive transport services from Community Wheel Inc, please call our Client Liaison Coordinator on (02) 8868 1401 to discuss your situation.