FAQs

General

How can I sign up for this service?

There are a number of ways you can register for our services.

  1. If you are registered with My Aged Care (MAC), we can do an Eligibility Check for you, if you are eligible, we can send a referral to MAC for the Inclusee programs. If you're not registered for MAC, please call them on 1800 200 422 to register.  They can then either send us a referral, or you can call us back and we can get you started.
  2. You can directly apply via our website by clicking here, or calling us on 1800 287 687.

How much does it cost to join?

The Inclusee programs are completely FREE for the participant.  As we are a Government funded service, some eligibility criteria apply.  You must be 65+ or 50+ if you identify as an Aboriginal or Torres Strait Islander person.  Our services are currently available in specific regions across QLD, NSW and VIC.  Please call us on 1800 287 687 to check your eligibility or by completing our enquiry form by clicking here.

Will this service affect my exisiting funding/package?

Inclusee uses the Commonwealth Home Support Program (CHSP) funding: Social Support - Group, Social Support - Individual, Phone and Web Service. This funding is paid to us per service and does not affect other services received by the individual although they can only receive this funding from one provider. They can, however, still receive other CHSP funded services from other providers of their choice, including other Individual Social Support services including accompanied shopping. Furthermore, there are no co-contribution fees for any Inclusee services.

What if I am not good with technology?

Not a problem! We keep things simple so you can focus on connecting.  Your assigned Connection Support Officer will help you with using the technology and will check in regularly to make sure you're comfortable. If you would like to learn more about technology, you can also join our Learn2 programs which cover a wide variety of tech subjects.

How long does it take to get started once I have registered?

The registration and onboarding process takes 4 weeks including the delivery of your loaned digital device (if applicable). As soon as you receive your digital device you can join in on our Connect2You and Interests2Enjoy programs whilst we continue the volunteer matching process. This means you can join our Connecting Community straight away.
 
Our volunteer matching timeframe is approximately 2 weeks for general matches, but may be longer for specific requests such as a language requirement. This can take between 4-6 weeks if we need to look for a specific volunteer. However, we can match our participants to a volunteer very quickly for those requesting phone connection only. This can also be an option whilst waiting for a volunteer match in our digital programs.

Can get a free tablet device?

Although Inclusee does not give away free devices we do have a device loan program.  We provide tablet devices, on loan, to any eligible participant that needs one. As we do not want access to technology or the internet to be a barrier to our services, we are happy to loan you a device for as long as you need it to access our programs.

When will I receive my loan device?

Once the registration and onboarding process has been completed, we will send your digital device.  This can take between 1-2 weeks dependent on Australia Post.

How will I get the device?

We send the device to you via registered post and track it's progress along the way until it arrives.

How much data is included with the device per month?

If you dont have access to a stable internet connection at home, we are able to provide all Inclusee participants with a ~40gb SIM card.

This is achieved through Optus' generous Donate your Data Initiative! Through this program, all Inclusee participants can receive ~40gb of data per month to access Inclusee programs, browse the internet and connect with friends and family.

The Dontate your Data Program gives Optus customers the opportunity to donate their unused data each month to charitable organisations like Inclusee free of charge.

We would like to thank Optus for this fantastic initiative which will provide our community with greater opportunity and flexibility to connect, learn and enjoy.

This program wil be available to all participants, regardless of whether they are using their own device, or an Inclusee loan device. Please call 1800 287 687 to register your interest.

When do I have to return my loan device?

You are able to loan the device for as long as you are participating in Inclusee's social connection programs. Once you no longer need or want to participate in Inclusee's programs we require you to return the device using the reply paid envelope provided.

Can I download my own apps on an Inclusee loaner device?

Inclusee loaner devices have software that prevents the downloading of some apps that may be harmful or may be known uses of excess data. However, we do want our participants to use their devices to enable connection to community. If there is a particular app that you would like to download, but it is not already on our 'wish list' let your CSO know and we can discuss having it added to your loaner device.

Can I watch video streaming services, such as YouTube on my loan device?

You certainly can! We're here to support you in feeling as connected as possible, whether that's simply accessing our services or also chatting to friends and family on Facebook, watching videos on Youtube or using other apps. However, please keep in mind that streaming video at high quality can take up a lot of your data limit.

How much data does the Inclusee Radio station use?

The Inclusee Radio does not use a lot of data, so you can listen to it for a few hours and not run out of data, but if you listen to it 24/7 it will have an impact on your data limit.

My device has stopped working, what do I do?

If your device has stopped working and you have tried switching it off and on or plugging it in to charge, you can give your Connection Support Officer (CSO) a call to discuss the issue. Your CSO will either troubleshoot with you or arrange for our Tech Team to connect with you for extra assistance.
If you're not able to reach your CSO about a problem, you can connect with us on 1800 287 687 where one of our friendly team members will be able to assist you.

What happens if I miss my connection with my volunteer or need to reschedule?

No problem, please call your Connection Support Officer on 1800 287 687 to let us know you need to reschedule or missed your volunteer connection.

What happens if I'm having too much trouble using the device and don't want to continue?

You've given it a go and decided it's just not for you - that's ok! We will simply arrange for a mailbag to be sent for you to return the device to us. If you'd still like to look at other options to join in and get connected, you can chat to your Connection Support Officer about the options available.

Am I responsible for breakages to the device or excess internet data usage?

Inclusee acknowledges that regular wear and tear of the device may occur and that some months more data than usual is required. Inclusee does not hold our participants responsible for breakages that occur with normal use of the device, and our devices have device management software that ensures you do not go over your internet data quota. This means you will never be charged for excess data use. However, in cases of deliberate misuse or wilful neglect, where a participant does not care for the device in the manner that is set out in the device loan agreement, Inclusee reserves the right to seek compensation for damaged devices.

I have my own device, can I use that to join your programs?

Yes, you can use your own device to join our programs.  All you need to do is register by completing our contact form here.  Once we have received your request, we will send you our onboarding information, including how to download the Inclusee App and Microsoft Teams to get you started.
If you have any issues along the way, please call our friendly Tech Team on 1800 287 687 for assistance.
Once you have successfully downloaded the required Inclusee software, you will be assigned your own, dedicated Connection Support Officer who will discuss our programs in more detail and manage the volunteer matching process to get you on your way with joining our connecting community.

Programs

What could I learn about in a Learn2 club?

Our Learn2 clubs can help you discover and connect to many areas of interest. They can assit you with discovering your family tree, creating a legacy video or booklet, educating you on eSaftey and password protection. Some of our participants have even had help creating a blog for their families to access. The learning and connecting opportunities are endless, all you need to do is join in.

How do I join an Interest2Enjoy session?

Your dedicated Connection Support Officer will guide you through the process of joining the Interest2Enjoy session you are interested in. They are here to help you with any issues you may have and can assist you with joining any other program you may be interested in.

CHSP Referrals

What are the eligibility requirements to access Inclusee services?

To receive services under CHSP funding all participants need to be registered with My Aged Care. This means they need to be aged 65 or over (or 50+ if an identified priority population group) and not be accessing a home care package. You can ask for this referral direct from MAC, or you can ask Inclusee to request this referral for you by calling us on 1800 287 687.

What is the co-contribution required from participants?

Our services are completely free for the participant. There are no contribution fees required.

Which sub-type is used when referring through My Aged Care (MAC)?

For CHSP Individual, we use the Individual Support - Phone and Web Contact service sub-type.

For CHSP Group, we use the Social Support Group service sub-type.

Which ACPRs is Inclusee funded for CHSP Individual Social Support?

We are covered in the following regions in Queensland:
Brisbane North, Brisbane South, South Coast, Cabool and Wide Bay.

We are covered in the following regions in New South Wales:
South-West Sydney, Far North Coast, Southern Highlands and Hunter.

We are covered in the following regions in Victoria:
Hume, Western Metro, Barwon-South Western, Loddon Mallee and Gippsland.

Which ACPRs is Inclusee funded for CHSP Group Social Support?

We are covered in the following regions in Queensland:
Cabool.
We are covered in the following regions in New South Wales:
Hunter, Illawarra, Central West, Mid-North Coast, Northern Sydney.

Does the participant own the tablet device?

The tablets are provided as a loan device. The participant is welcome to use the device for other activities. However, if they choose to stop using our services, we require the tablet to be returned and can arrange this directly with the participant.
Your Journey Starts Here
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Digital Programs that 
Connect and Inspire
Digital Programs that Connect and Inspire
From engaging learning experiences to vibrant community activities, our easy-to-join programs empower you to connect with like-minded individuals, explore new interests, and enjoy meaningful moments.
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Join our Online 
Volunteer Team
Join our Online Volunteer Team
Join our compassionate community of volunteers and create lasting connections that uplift spirits and bring joy. Together, we can make a meaningful impact and transform lives through kindness, support, and companionship.
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Embrace Diversity & 
Belonging with Inclusee
Embrace Diversity & Belonging with Inclusee
Join our thriving community where everyone belongs. We celebrate the value and worth of every individual, embracing diversity in all its forms. Our inclusive programs and supportive environment empower you to connect, learn, and celebrate the richness of your unique life story.
Join In
Inclusee is a not-for-profit charity connecting older Australians, First Nations people and volunteers via engaging digital programs in a virtual community.
ACKNOWLEDGMENT OF COUNTRY
At Inclusee we acknowledge and respect Elders past present and future of the Turrbal people, on whose land our head office is located. We also acknowledge the many First Nations language groups of the lands on which we work and connect as the traditional custodians of those lands. We acknowledge their stories and traditions and commit to working together to further our mission of connection.
Inclusee is a not-for-profit charity connecting older Australians, First Nations people and volunteers via engaging digital programs in a virtual community.
ACKNOWLEDGMENT OF COUNTRY
At Inclusee we acknowledge and respect Elders past present and future of the Turrbal people, on whose land our head office is located. We also acknowledge the many First Nations language groups of the lands on which we work and connect as the traditional custodians of those lands. We acknowledge their stories and traditions and commit to working together to further our mission of connection.
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