FAQs
The questions families ask us most, answered plainly.
If you're reading this, you're probably trying to sort out care for your mum or dad, and finding the whole thing harder than it should be. You're in the right place.
Here's what we believe: families first, always. This is your parent, and your family, and you should feel informed, in control, and properly supported the whole way through, never left to work it out on your own. So that's what we do. We help you understand what's actually going on, give you real say in the decisions, and stay beside you for the whole journey, wherever it goes.
Below are the questions we get asked most, answered honestly and in plain English. No jargon, no sales pitch, no catch. Have a read, and if what you need isn't here, just email us at hello@vera.guide. That's what we're here for.
1. What is Vera?
Vera is a free service that helps families make sense of ageing and caregiving journey and find the right care and support for their mum or dad. We're not a call centre, not a salesperson, and not a care provider ourselves. Think of us as a knowledgeable friend who helps you work out what's happening, what to do next, and who to call - and stays with you as things change.
We know how complex and frustrating the home care and aged care systems can be to navigate and that you have all the other layers of life going on too. So our aim is simple: to make this easier and more straightforward for you. You've always got Vera by your side: for questions, updates, support and guidance.
2. Is Vera really free? How do you get paid?
Yes. Vera is free for families, always. No fees, no catch. We're paid by the trusted providers and partners we can connect you to, and only if you choose to be introduced to one. Some partners, like health funds, also pay to offer Vera to their members. It never costs your family a cent, and it never changes the guidance we give you: we point you to what's right for your parent, not what pays us.
3. Where do I even start?
Start here, with Vera. That's exactly what we're for. Before you're lost in acronyms and hold music, we help you make sense of what's happening with your mum or dad, work out what matters most, and see the few next steps that actually help - in plain English, at your pace.
What Vera does for you:
- Makes sense of the whole picture: where your parent is at, and what their options really are.
- Gives you a clear, personalised plan: the next steps that matter, in order, not a wall of information.
- Points you to the right help: helping with the heavy lifting of navigating My Aged Care with you, or connects you to a Violet Guide who'll walk it with you.
- Stays by your side: for questions, updates and support, anytime.
Why start here? The system doesn't explain itself, and most families lose weeks working out what you'll understand in one conversation with Vera. You'll leave knowing exactly what to do next.
4. Which providers do you recommend, and why?
We only introduce you to providers who meet our standards, matched to your parent's needs and area. We never rank or push a provider based on who pays us. Here's the bar we hold every partner to:
- Families first, always: warm and respectful, led by what your parent wants, and never pushy. Families stay at the centre of every decision, with real agency and control over the process and the choices, and are never given the run-around.
- Fast to respond: they make first contact quickly (usually within one business day) and get care started promptly, because families reach us at moments that can't wait.
- A trusted care partner for the long term: they deliver reliably and all the approved care (not just the easy parts), communicate well, and grow the care as your parent's needs change. A relationship, not a transaction.
- Fair, clear fees: plain-English pricing and agreements, fair exit terms, no hidden or nasty surprises.
- Trusted and capable: properly accredited, in good standing, with experienced staff (including dementia care where needed) and real coverage in your area.
If a provider doesn't meet these, we won't send you to them.
5. Is Vera private and safe to use?
Yes. Vera is an Australian service (run by Twilight Labs Pty Ltd), and we take your privacy seriously. What you share is used to give you personalised guidance, and you stay in control: we only pass your details to a provider when you choose to be introduced, and we tell you first.
The full detail is in our Privacy Policy and Terms of Use.
A couple of honest notes, because safe means clear: Vera gives information and support, not medical, legal or financial advice, and it isn't an emergency service. If someone is unsafe or needs urgent help, call 000, or Lifeline on 13 11 14.