Common Questions

Southern Cross Care

We’re a not-for-profit organisation with a mission to support and enable you to live life your way. We celebrate and respect diversity and the unique individuality of every person. We offer services and products to support physical, emotional, intellectual, social and spiritual wellbeing. We were established more than 50 years ago and today we have over 3,500 customers in more than 40 locations.

Learn more about us here

Our Retirement Communities and Residential Aged Care Homes are located across New South Wales and the Australian Capital Territory. We are also planning new developments as well as upgradng and redeveloping many of our existing locations.

Browse our locations here

We offer a full range of integrated services to support and enable you to live life your way. These include help at home, wellbeing, healthcare, retirement living, nursing, dementia care and more. Our services are personalised and flexible to meet your individual needs at every stage of your life.

Home Care

Home Care offers a range of services designed to help you live independently in the comfort and familiarity of your own home and spend more time doing the things you enjoy. It could be the help you need with daily tasks you can no longer manage as well on your own. Or help to achieve your health and wellbeing goals, or even some form of nursing. If you’re a carer, you may need some time off to allow you to go on holiday or attend work. Learn more about our Home Care services here

From help around your home to healthcare and nursing, we can help with our flexible, personalised services. Learn more about our Home Care services here.

From government funding to paying privately, there are a number of ways to pay for the services you need. To discuss your options please call us on 1800 632 314 and we’ll be happy to advise you. You can also read our article on Your funding options.

Home Care services are designed to meet your changing needs. The choice and control are yours. You decide when and where your service begins. You can change or add to your care plan at any time.

Just give us a call on 1800 632 314 or fill in this form. We can meet and talk with you and your family to understand your needs, provide advice and get you the help you need quickly and easily. We’d love to hear from you.

Retirement Communities

Retirement Community living is available for people 55 years and over who want to live independently in a welcoming secure community. It's an option that gives you more time to live life your way and to be as involved as you want to be. We have a range of well-designed, affordable and secure homes available. Learn more about our Retirement Communities here.

The cost of entering a Retirement Community is generally less than that of buying a home in the wider community. Part of the reason this is possible is because the finance model is different.


To move into one of our Retirement Communities you’ll be asked to pay an Ingoing Contribution which will vary from one Community to the next.


You’ll be asked to pay a fortnightly maintenance fee, which is known as a recurrent charge. This covers a variety of day to day maintenance services for you including, grounds & gardens, general repairs, rates, and water charges, just to name a few.


When you leave your unit you’ll be asked to pay a Deferred Management Fee (also known as a DMF) this is currently calculated at 6% per year, capped at 5 years, and is deducted from your original ingoing contribution. To learn more please call us on 1800 632 314 or contact us online.

There’s a settling-in period of 90 days. If you choose to move out during this time your In-Going Contribution is returned to you. You may be charged fair market rent for the period that you occupied the unit, a reasonable administration fee and the cost of any repairs for damage in excess of fair wear and tear. Please remember that if you move out after the 90 day settling-in period a Deferred Management Fee will apply.

Yes. You’re free to move out whenever you wish. Please remember that after the settling-in period of 90 days a Deferred Management Fee will apply.

No. If you move out the unit returns to us. Your In-Going Contribution will be returned to you, minus the Deferred Management Fee.

If no vacancies are available when you enquire you can choose to go on a waiting list. There are no fees or obligations involved. When a unit becomes available we’ll contact you to see if it suits you. If you choose to pass on the available unit you can still stay on the waiting list for future vacancies until you advise us otherwise.

Yes. It’s your home and your family or friends are welcome to stay. If you want them to stay for an extended period you can make arrangements with management.

If you plan to be away for more than a week we simply ask that you notify the management team. Please be aware that you’ll still be liable for the fortnightly maintenance fee.

Rules regarding pets are agreed by the residents of the Retirement Community and vary from one Community to the next. You can learn about the current rules for a particular Retirement Community by searching for it by here.

We offer a wide range of Village Services including events & activities, help at home, wellbeing, and healthcare. Everything you need to live life your way. You can learn what services are available at a particular Retirement Community by searching for it here

If you live in a Southern Cross Care Retirement Community and move to a Southern Cross Care Residential Aged Care home we’ll help make the transition as easy and quick as possible.

If you’re interested in living in one of our Retirement Communities then just let us know. We can take you on a tour, provide detailed information and answer any questions you might have. You can call us on 1800 632 314 or contact us online.  

Residential Aged Care

Sometimes, the best way to receive support can be by living in a Residential Aged Care. Residential Aged Care caters for people who can no longer live independently at home or who need specialised assistance with daily tasks or healthcare because of frailty, illness, disability or an emergency. They have the added benefits of round the clock security, care and companionship. You can learn more about our Residential Aged Care here.

Entry into Residential Aged Care is on a needs basis and you will need to be assessed by an Aged Care Assessment Team (ACAT). These teams are attached to all the major public hospitals. If you’re interested in one of our Residential Aged Care the nearest ACAT team is listed on its page under the “Neighbourhood” section. 

Yes. We follow the fee structure as defined by the Aged Care Act 1997. You can learn more about our Residential Aged Care fees here.

Yes. Most of our Residential Aged Cares are designed to care for residents with dementia with dedicated common areas, rooms and safe and secure outdoor spaces. If you’re interested in one of our Residential Aged Care the number of dementia-specific suites is shown near the top of its page.

Yes. It is your home and your friends and family are always welcome. There are no restrictions as long as the comfort and privacy of other residents is not disturbed. 

Yes. You can be away for 52 nights out of any financial year on ‘social leave’. This does not include time spent in hospital. If you intend to leave the Residential Aged Care for more than 7 days you must consult with the Residential Aged Care Manager so that appropriate arrangement can be made. Please be aware that you’ll still be liable for the normal fortnightly fees.

If your social leave exceeds 52 nights we will lose any government funding for that excess period and we will need to ask you to pay an amount equivalent to the lost subsidy in addition to your normal fortnightly fees.

Unfortunately personal pets can’t be accommodated due to the shared nature of the accommodation -  but your pet is free to visit you. Many of our homes have shared pets as well as visiting pet programs and pet therapy services.

Yes. We understand that there are times when you may want to have a family member stay close to you and we’ll try to accommodate these requests.

We’re committed to supporting and enabling you to enjoy life lived your way, at every stage of your life. If your needs change we will do our very best to ensure that we continue to deliver on this promise. If your medical needs change so significantly that we can’t provide the level of care and services you require in the same Residential Aged Care we will arrange for your transfer for temporary care into a hospital, medical facility or another Southern Cross Care Residential Aged Care or other service provider home.

We strongly support your privacy rights in the management of your personal information as outlined in the Privacy Act 1988 and the Health Records and Information Privacy Act (NSW) 2002.

We only collect information necessary to be able to deliver accommodation, services and care to you. You’re welcome to access your clinical record at any time and we’d be happy to answer any questions you have. You can also authorise your next of kin or representative to have access to your records by arrangement with the Residential Aged Care Manager. We’ll never share your information with unauthorised third parties not associated with delivering your services.

Yes. You can choose to permanently leave the Residential Aged Care whenever you wish. We do need you to provide 7 days notice in writing so that we can make arrangements for your departure and contact others who may require the suite that you vacate. If you paid a Refundable Accommodation Deposit (RAD), it will be returned to you when you leave.