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Frequently Asked Questions

Got a question? We’ve got answers. Explore our FAQs to learn how CareTick works, who it’s for, and how it helps protect every care dollar. 

What is CareTick?

CareTick is a simple app with companion devices – a card or wristband – that track NDIS care sessions in real time. It gives participants and carers visibility over shifts, while helping providers stay organised and compliant.  

Support workers tap their phone on the participant’s CareTick card or wristband to clock on and off. The app records each shift instantly, and families and/or plan managers can receive real-time notifications and reports.

CareTick is designed for everyone involved in NDIS care – participants, carers, care services providers, and plan managers. It’s easy to set up, intuitive to use, and free for sole traders and individual providers.

No. CareTick does not sell your data to any third party. Our ethical commitment is to protect your privacy, not profit from it.
 
CareTick’s values are centred on safety, transparency, and ethical service delivery. Your information is used only for the purpose of supporting participants, families, and authorised providers. It is never sold, shared, or traded with external companies.
Each participant has their own CareTick subscription. If the participant has a nominee, the nominee holds and manages the subscription as the “Carer” on their behalf.
 
The Carer sets up their own “Carer account” on the first screen and then they can add multiple participants, each have their own subscription.
 
This structure maintains participant control, ensures accurate record-keeping, and keeps CareTick aligned with NDIS rights and safeguards.
CareTick manages your data safely and securely. For full details, please see our Privacy Policy here.
 
CareTick is built with strict privacy and security standards to protect participants, families, and providers. We only collect the information needed to operate the service, and we never sell or share your data with third parties.
No. You can only use one CareTick device at a time. CareTick assigns one active device per participant to keep records accurate and secure.
Simply choose your preferred device (wristband or card) on our website. Once your order is placed, we activate your device and post it to your address, ready for setup in the CareTick app.
When you open the app, CareTick will guide you step-by-step through the activation process. Simply tap the device (wristband or card) when prompted, and the app will register it to your participant profile.
For security and accuracy, every CareTick wristband, card, or tag contains a unique identifier that is registered and activated to your participant profile. Generic NFC tags do not include this secure coding, so they cannot be connected to the CareTick system.
Support workers simply use the CareTick app on their phone to clock on and off. The participant’s CareTick device is what confirms the shift, keeping the process simple, secure, and participant-controlled.
The CareTick wristband, card, or tag belongs to the participant. Providers only need to scan the device during clock-on and clock-off. There is no reason or requirement for a provider to take the device away from the participant’s home or keep it between shifts.
 
This protects participant choice, control, and privacy, and ensures the device is always with the person it’s designed to support.
CareTick can often be claimed from Capacity Building – Daily Living, using the line item:
01_134_0117_8_1 – Training in Self-Management
 
This category is commonly used for tools and training that improve:
 
However, eligibility can vary depending on your plan and the way it is managed.
Using one account for multiple participants would not be effective and would make reporting inaccurate.
 
CareTick tracks each participant individually, so:
all remain separate and compliant.
 
Why individual accounts matter?
 
If one provider supports multiple children at once, CareTick needs to record the correct ratio of support — for example 1:2, 1:3, or 1:4 (the app accepts up to 1:6)
 
Under NDIS guidelines, the maximum group ratio for most supports is: 1 provider : 4 participants.
 
CareTick automatically separates these sessions so:
 
This ensures each participant remains compliant with NDIS rules, funding requirements, and provider-to-participant ratio limits.
Families with multiple children often prefer different colours to avoid mix-ups. You can choose from four colour options when ordering your CareTick wristbands, making it simple to keep each participant’s device separate, identifiable, and easy to manage.
CareTick supports group services by allowing a provider to clock on with more than one participant in a single session.
When this happens, CareTick automatically records the correct group ratio, such as:
 
Under NDIS guidelines, a support worker can generally support up to four participants at once (1:4). CareTick ensures the session is logged correctly for each individual participant so that:
 
This maintains clarity for families and protects providers from billing or ratio errors.

The provider can enter a manual clock-off time, which is then sent to the participant or nominee for approval or rejection.

Yes. Support workers employed by a larger organisation should follow their employer’s internal policies and may need approval before using CareTick.

Yes. CareTick can support large providers by improving attendance accuracy, reducing invoice disputes, strengthening trust with families, and demonstrating a commitment to transparent and ethical service delivery.

Participants have the right to choose how their supports are delivered, including the tools used for record keeping, and can make reasonable requests to their provider to accommodate this.
 
Participants (or their nominee/carer) can ask providers to use CareTick because it:
  • keeps them safe
  • gives real-time arrival/leave verification
  • helps ensure invoice accuracy
  • protects their NDIS funding

 

To request respectfully, the participant can:

  1. Let the provider know CareTick is their preferred tool for confirming supports.
  2. Explain that it is a participant-focused tool, not a service provider system.
  3. Provide simple instructions on how to download the app.
  4. Clarify that clocking on/off is required for delivering supports and that this is their preferred way of recording that information. 

 

Most providers will be happy to accommodate this request when they understand how the app works. Workers who are employed by their provider may need to check with their employer first.

A provider can decline to use CareTick. Ultimately, it’s up to the participant to choose a provider who supports their preferred way to record their sessions.

Some employers may choose not to use external apps and have their own policies about this. If this happens:

  • Providers can decide whether they are comfortable using CareTick and have their workers use it as part of delivering support.
  • If your provider chooses not to use the CareTick app and this is important to you, you are free to look for another provider who will meet your preferences.
  • Under the NDIS, a participant should have full choice and control over who delivers their supports.

No. The wristband is not a restraint. It is optional, removable and never used to control behaviour.

The participant can take the wristband off at any time.

CareTick is a transparency tool and does not in any way restrict the rights or freedom of movement of a participant.

Using the app is intended to make support easier for the participant, not to impose any limitations or control on them.

Nothing changes. The provider can simply use the CareTick app to clock on/off manually. The wristband is just one optional tool.

If a participant chooses to remove the wristband:

  • The provider can still clock on/off through the app using the manual option.
  • The wristband does not need to be worn for the session to be recorded.
  • The wristband/device should remain with the participant, and if the participant has removed it, the end of the shift it can be left in a safe place for them or handed to the next support worker.

 

CareTick is designed so the participant remains in control, and their wrist band belongs to them.

No. CareTick must always be voluntary. If a participant doesn’t want to wear the wristband they don’t have to. Another clock-on method is used.

The wristband is optional and can be removed at any time.

If a participant prefers not to wear it, the provider can simply:

  • scan the CareTick card or wristband, or
  • use the manual clock-on/off option in the app.

 

CareTick is designed to support safety and transparency , not to compel or control participants in any way.

No. CareTick does not track the participant.

CareTick only records the support worker’s clock-on and clock-off times.

It does not track the participant’s behaviour, movements, location or activities.

The app is designed for transparency and accuracy of a participant’s support sessions, not monitoring or surveillance of them.

No. CareTick does not restrict a participant’s rights in any way.

CareTick does not limit freedom of movement, choice, or behaviour.

A participant is free to refuse, remove or not use the app.

Its sole purpose is to provide transparency for the participant, as well as their families, nominees, support coordinators and plan managers by confirming when support workers arrive and leave.

CareTick supports participant rights; it does not restrict them.

No. CareTick is not a surveillance tool.

CareTick does not monitor or track participants or support workers.

It records provider attendance only – specifically, when a support worker clocks on and clocks off.

There is no continuous tracking, no behaviour monitoring, and no location surveillance of participants.

CareTick is a transparency and safety tool, not a surveillance system.

CareTick is not a behavioural tool and is not used for behaviour management, monitoring, or intervention. It is purely an attendance-tracking tool designed for safety, transparency, and accurate reporting of support worker shifts.
 
Behaviour support plans must still be developed and implemented by qualified practitioners, as required under NDIS guidelines.

CareTick aligns with NDIS Quality & Safeguards principles by improving safety, transparency, accuracy, and informed decision-making.

CareTick works well for services where the worker:
 
This makes it ideal for:
 
Therapy Providers – While you can use CareTick with therapists, please note that therapy services often include report writing and non-face-to-face time, which can be more complex to track through attendance alone.
 
For therapy services, families may still prefer to review invoices manually to ensure all NDIS line items are correct.
Participants and families decide how support workers clock in — whether by wristband, card, or the mobile app. Every method is voluntary, and the participant (or their nominee) chooses which option works best for them.
 
CareTick is designed to enhance transparency and accuracy while fully supporting participant choice, control, and autonomy.
CareTick works on most modern iOS and Android devices. However, some older phones may:

 
If your phone is unable to run the app, you can update your device, use a newer smartphone, or ask your nominee/carer to manage the app on their device.
CareTick supports one active device per participant to ensure your shift data is correct and not duplicated. If you lose your wristband, card, or tag — or if you want to change to a different device style — you can:

 
You can order a replacement device anytime, and the system will guide you through the activation process. This keeps your CareTick setup safe, accurate, and simple to use.
CareTick is designed so the participant or nominee (subscription holder) stays fully in control of who receives:
 
As the subscription holder, you can add additional trusted contacts such as:
 
These recipients do not need the CareTick app to receive reports or notifications. CareTick also allows multiple family members to receive reports and text notifications. For example: An elderly participant receiving in-home care can have all five of their children receive the weekly reports or text alerts — and they do not need the app to receive them. CareTick is designed to support the whole family, not just the app user.
 
Providers:
Support workers and providers can access reporting features only if they choose to upgrade to a Standard Provider Plan. On the Basic plan, providers can clock on/off but do not receive attendance reports unless the participant shares them. This ensures participants maintain full control while allowing providers to upgrade if they want visibility of their own staff’s attendance data.
Yes. You can send by email your weekly CareTick report to your Plan Manager or Support Coordinator by adding them to your CareTick contacts — just make sure to check with them first. Anyone in the contacts will automatically receive a report, you can enable the clock-on and off text messages if the contact would like to recieve these too.

Yes. Providers can receive a report, but they will need to subscribe to the Standard Plan to access this feature. 

Yes. Providers will be able to access additional features beyond basic reporting — but these advanced tools will be part of the upcoming Premium Provider Plan.

Make every
care hour count.

CareTick makes care simple and transparent. Track every shift with a single tap - bringing clarity, confidence, and peace of mind.  

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