01.04.21

We have you covered 24/7 – 365 days a Year!

In case you were not aware reassuringly we have you covered 24/7 – 365 days a Year! I thought it timely to explain how we have 3 Client Service Teams ready to assist you when you need us!

Relationship Managers – Monday to Friday – Business Hours 9am-5pm

As you know, core to our responsive support is your dedicated Relationship Manager who can assist you from 9am to 5pm Monday to Friday. If you are unable to contact your Relationship Manager for any reason and you require urgent assistance, we have our small, dedicated Melbourne Client Service Team ready to assist. The Client service team can be reached on our toll free 1800 894 013 number

Client Service Team – Monday – Friday 7am-10pm & Weekends 7am-7pm

The Client Service Team can assist you from 7am to 10pm Monday to Friday and 7am to 7pm Saturday-Sunday. 

Client Service Team “On Call” – Monday-Friday 10pm-7am & Weekends 7pm-7am

Outside this time, from 10pm to 7am Monday to Friday, for example, the after-hours Client Service Team are “On-Call” to respond. They may be asleep when you call but rest assured, they will respond to queries within 5 to 10 minutes of a receiving your call. Of course, as always emergency services “000” should be called immediately if medical assistance is required.

Support Worker Shift Changes outside Monday-Friday 7am-10pm & Weekends 7am-7pm As an operating principle to support the wellbeing of our Support Workers we endeavour not to call a Support Worker overnight for a replacement shift before 6am. If you would like to organise a shift change outside of these hours, please email your request to info@hearthaustralia.com.au

We thank you for your continued support and partnership in striving to constantly provide the very best support to our Clients and Participants, while doing everything we can to look after our Support Workers.

As always, we are here to help if you need any kind of assistance please do not hesitate to contact me or any member of the Hearth Team and we will do our best to assist.

Stay Safe & Warm Regards

Justin Scanlon