We’re committed to ensuring the safety and wellbeing of the Mable community

Mable has arranged a suite of insurance coverage through HMD Insurance Pty Limited (HMD). The insurance cover automatically applies to all support sessions arranged and invoiced through the Mable platform.

Support workers can access their Certificates of Insurance via their Mable account.

Mable insurance coverage includes:

• Personal accident cover - income protection up to $1000 per week for accidental injuries incurred during meet and greets, travel to or from, or during a booked support session.
• Medical Malpractice cover - losses arising from a malpractice and civil liability claim up to $20,000,000.
• General & Products Liability cover - protection against compensation claims to a third party for personal injury, property damage or advertising liability up to $20,000,000.

To understand more about Mable’s insurance, visit our Insurance page.

No. Our high-level insurance is included in your Mable platform fee and there is no extra charge passed onto clients or independent support workers by Mable when booking work on our platform.

Moving work outside the platform breaches our Terms of Use and risks the safety of the entire Mable Community. By moving bookings away from Mable, you lose protections including our high-level suite of insurances and our Trust & Safety Team should anything happen during the support. We monitor the platform to keep our community safe and will not hesitate to remove anyone risking Mable Community safety from our platform. If someone asks you on Mable to communicate or book away from Mable, please contact us and we can investigate.

No. Every independent support worker available on Mable has passed an extensive screening process. This process begins with a current police check, including a 100 point ID check. Nurses have their registration with the Australian Health Practitioners Regulation Agency confirmed with at least one year of relevant experience. We ensure this registration has also been active for at least 12 months. Copies of required qualifications for Independent Support Workers must be uploaded for clients to access. All workers must provide reference checks and complete mandatory COVID-19 training as well as comply with COVID-19 vaccination requirements applicable to the support worker’s state or territory.

No. We are an online platform providing independent support workers and clients opportunities to connect and agree upon support sessions. Support workers can provide additional information to clients about themselves via their Mable profiles, and some of this information we do not independently verify. In exercising your choice of independent support workers, we recommend you review their original paperwork and credentials the first time you meet and provide ongoing supervision.

It is important the client verifies the worker is a licenced driver (i.e. sights current driver’s licence) and is driving a registered vehicle. You may ask the worker for evidence of registration or check the licence plate number online to confirm the vehicle is registered. All registered vehicles have Compulsory Third Party (“Green Slip”) insurance which insures against personal injury in the event of a motor vehicle accident. We recommend independent support workers also take out comprehensive insurance, ticked for business use, to protect the worker in the event they damage their car or someone else’s care or property in the event of an accident.

Clients may leave a worker star rating from one to five, with five being the best score possible. The star rating displayed at the top right on the support worker’s profile is the average of all ratings left by customers. The three most recent pieces of client feedback are also included on the profile. Feedback will only be automatically approved where a rating higher than two stars is provided and the Feedback Guidelines are met. Where a rating of one or two stars is given, Mable may, at its discretion, investigate the circumstances leading to that rating. Mable reserves the right to remove a rating or feedback it considers inappropriate or inaccurate for any reason. Clients can submit one review for their support worker at a time. If a second review is submitted, this will replace the first one.

In exercising your choice as a worker or client on the Mable platform, you are also accepting certain responsibilities for those choices, and responsibility for managing the relationship with your client/worker. Whether you are a client or a worker, where possible, it is your responsibility to resolve any issues directly. At any time, either party may terminate the agreement. In the event that you are unable to resolve a dispute directly, please see our Incidents and Complaints Management Policy for more detail on how to contact our Trust & Safety team and the processes we undertake to help resolve complaints and disputes.

Please refer to the ATO for information on starting and running your own business. If you carry on an enterprise in Australia as a sole trader, you can apply for an ABN for your business and use this number for all your business dealings. You can obtain an ABN by applying for it through the ATO via the Australian Business Register website. There is no fee for applying but if you use a tax agent to complete an application for you they may charge for their services. You can also register for goods and services tax (GST) if you carry on an enterprise, on the ABN application form. You must be registered for GST if your annual GST turnover is $75,000 or more. Note: The above information should not be considered legal, accounting or tax advice. We recommend you speak with an accountant or tax advisor or your financial advisor and we expressly disclaim any responsibility for any action taken or not taken based on this information.

Support notes are an important way of documenting the support you provide. For insurance purposes, it is required you detail what was done in the support session and make a special note should there be any incidents that occur. If there was an insurance claim made, the support notes you submit would be an important part of the evidence required to assess this. Please keep in mind the client has access to what you write for their own reference, so ensure your notes are professional and objective. If you need to report anything in your support hours, such as possible neglect or abuse you do not want to be displayed, please call us on 1300 736 573 so we can help you document this and report to the relevant authority in your state. Here is an example of support notes:

Today I arrived at Mr Smith’s apartment at 5:30 pm and assisted him to eat his dinner by cutting up his food and prompting him to use his cutlery. The client normally does not need assistance to cut up his food, but this week has been needing my assistance. After dinner, I cleaned up by washing the dishes, cleaning the surfaces and sweeping the kitchen floor. The client wanted to watch the news after dinner so we sat together and watched for about 30 minutes. At 7:30 pm I assisted the client to bed by physically assisting him to use the toilet, brush his teeth and put on his pyjamas. On the way to bed, the client became agitated and squeezed my arm. I spoke gently to him and slowly guided him to his bed. Once the client was settled in bed, I left him to sleep and then monitored a half an hour later to ensure he was still asleep in bed. I then left the apartment at 8:30 pm.

As part of the onboarding process, Mable verified your key qualifications to determine which services you may list on your profile. We strongly recommend only performing services that you are formally qualified to provide, especially when it comes to medication assistance, nursing services, or high care services (e.g. PEG feeding, ventilator assistance etc.). If a client wishes to book you for a service not listed on your profile, you need to ensure you have the appropriate skills and experience to provide the service. This could be done by completing formal or on-the-job training by someone qualified to do this, or by completing a competency assessment at a recognised training organisation. Ultimately, it is up to you and your client to decide what services will be provided. It is important you keep records of any training or competency assessments you take, as the insurer may take this into consideration when assessing claims in the case of an accident.