Don’t waste your time. The hospital organised this place to help me with domestic duties/cleaning as I have a back injury and two small children. When they called to arrange the booking I asked them how the service works and they simply said I could get help with cleaning things like bathrooms, toilets, ovens etc. - fast forward to today and the person meant to help me shows up empty handed, confused I ask where her supplies are she tells me I have to provide everything. I call absolute who couldn’t care less and just say “sorry for the miscommunication” but we only send out a person not the supplies. So I now have someone here and I am scrambling around on crutches trying to find cleaning supplies as I am unprepared and this whole session is a waste of time and.I am in no better position with help than I was before today. Absolute did nothing to help when I called which shows me that don’t really care about the customer at all. What you should have been doing is offering me an extra session for the lack of communication and transparency but instead delivered a “too bad” attitude. The worker they sent out is nice to it’s not her fault. Disappointing service.
Anupam Pokharel
Google MapsIf this were a rostering agency that sends basic-trained support workers, I would give them four stars. From the perspective of supporting and caring for complex brain-injured clients, I could give them a one, or definitely less than two stars. Maybe they should advertise themselves as a rostering company, which, in my experience, they primarily are. We were with them for almost seven months. I am hugely relieved that we are not with them anymore. I understand there would be other avenues to raise grievances and express any concern, but I thought sharing my experience with the wider public was important. Based on my experiences with this company, I have felt a moral obligation to inform anyone seeking a support agency for their loved ones about what they should ask such agencies and insist that these be put in writing in the contract, specifically if your loved one has complex needs, e.g. brain injury and can not raise concerns. Absolute Care probably think I stressed them out with too many demands, but I was just asking basic things in a very professional way for six months, and I would have kept on asking the same questions again and again, mainly about passing of the information from the therapists (OT, Physio, Dietician) to the support worker in the manner the support worker understand and ensure the support worker understand the changes (advised by therapists) and implement them correctly. If you are exploring this company to support your family or loved one who has serious disability and need a good coordination between the agency and the therapy team, where things change – in exercise, equipment use and routine, please do not waste your time and consider looking for other companies. If you would like to proceed, to avoid future disappointments, you may also insist on following items included in the contract before you start with them. 1. After initial training and program commencement, who will proactively train the support workers on any changes advised by the therapy team (e.g. physio, OT)? 2. Ask how they ensure support workers for various competencies and language/cultural backgrounds are monitored, how they are supervised and how they will implement their targeted training. 3. Alayacare (their phone app for care plan and support worker’s notes) is a text-only app that does not include any pictures or illustrations. Ask them how videos or photos of exercises or equipment use provided by OT/Physio are transferred to the support workers. 4. Insist on providing access to the care plan, regular updates, and support workers’ notes in their Alayacare app. 5. Ask them how they will handle critical incidents, e.g. falls, in terms of prevention and post-incident, and request that they provide this in writing. 6. Ask them how they will provide summarised updates to the therapy team. 7. Insist the 2-hour shadow shift is grossly inadequate for any new support worker, despite their claim of in-house training. Insist on at least two shadow shifts, when each is dedicated to observation and them doing the tasks. If they say this is not funded (they will not tell you at the start), look for other agencies. I noticed the owner has responded to some of the feedback here. I even wrote an email addressed to the owner (on 23 April 2025), when I was still not seriously thinking about changing agency, hoping they would respond to me, after the supervisor and COO had not addressed my concerns. While the COO appeared to be more receptive to my concerns after I wrote the email addressed to the owner, I think better communication with the COO/medical director occurred after I wrote to the funding body, too, and they had communications. Unfortunately, they still had no proper response to my above-stated concerns, or if they provided, they were mostly random suggestions of solutions and lip service. The point is, whatever the owner responds here will make no difference to me. They’d better focus on their own services. If the owner is serious, they can contact me, and I can still provide them with genuine feedback.
