For a Support at Home client, getting to appointments and back home safely isn't optional — it's essential, and it has to be handled by someone you can count on. The last thing you need is to be chasing a provider who runs late, cancels, or treats a vulnerable client like just another fare.
Pacific Transfers offers private, pre-booked transport based in Port Macquarie and covering the Mid North Coast, structured so it's dependable, professional, and simple to arrange.
This page is written for the coordinators and case managers who arrange transport — so you know exactly how Pacific Transfers handles aged care transport, and the care we provide your clients, before you send through a request.
Safe, easy access — in and out
For an older or frail client, getting into a standard sedan isn't a small inconvenience — it's a genuine risk. Bending low to drop into a seat, then twisting to climb back out, can strain muscles, aggravate hips and knees, and put an unsteady client off balance. That's how a simple trip to an appointment turns into an injury, before they've even arrived.
We run high-access SUV vehicles for exactly this reason. The raised seat height means clients step in and out at a natural level — no bending down, no awkward climb, far less strain on the body. It makes the whole trip easier and, more importantly, safer. Coordinators tell us it's one of the first things their clients notice, and one of the reasons they keep booking us.
Door-to-door — not drop-and-go
This is where Pacific Transfers is the right choice for your clients.
We don't pull up, let someone out at the kerb, and rush off to the next job. We help your client from their door to the vehicle at the start, and — just as importantly — see them safely back inside their home at the end. For someone living independently but no longer driving, being left at the front gate versus being helped through the door is the difference between a transport service and genuine care.
That's the standard we hold ourselves to on every trip. Your client is looked after the whole way — which is exactly why, once a coordinator books us, they tend to keep coming back.
More than a lift — the company matters too
Something we've come to value about this work: for some clients, the trip with us is one of the few times that week they have someone to talk to. They may not have family nearby, or friends who visit, or much company at all.
We genuinely enjoy those conversations. We like hearing about their lives, their families, the places they've been and the stories they carry. It's never rushed and never a chore — it's one of the parts of the job we look forward to. For a client who spends a lot of time on their own, a warm, unhurried chat on the way to an appointment can matter just as much as the ride itself.
Operating to the standards expected in Aged Care
We understand that when you place a client with a transport provider, your name is on that decision. Everything you'd expect of a provider entrusted with vulnerable clients is in place:
- Aged Care Act — we operate in line with the Aged Care Act's Code of Conduct and Statement of Rights, the behaviour and care standards expected of the sector.
- $20 million public liability cover — comprehensive protection for every trip.
- Fully insured vehicles — all vehicles carry Full Comprehensive Insurance and CTP Business Insurance.
- Passenger transport licensed and National Crime Check — for all Pacific Transfers drivers.
How working with us actually works
We've kept the process simple, because coordinating a client's care is demanding enough without a transport provider adding friction. Here's the flow:
- You send through a request. Let us know the client's trip — pickup, destination, date and time, and any special needs your client might have so we can look after them properly.
- We reply with an upfront quote. A clear, fixed price for the trip, with no surprises later.
- You discuss and review our quote with your client. They consider it against their plan in their own time.
- On approval, it's booked. You let us know it's approved, and we lock it in.
- We confirm before the trip. Around 24 hours before pickup, we contact the client directly to confirm the pickup time and address, and that the trip's still going ahead — so there are no mix-ups on the day.
- We invoice your accounts department directly. Our invoice goes straight to your provider's accounts team for payment — no fuss for the client, and clean, straightforward billing for you.
That's it. Clear price, clear approval, and a trip that's confirmed and looked after from start to finish.
Where we go — local trips
Based in Port Macquarie, we cover the wider Mid North Coast — Wauchope, Bonny Hills, Laurieton, Taree, Kempsey and the towns between.
Where we go — Newcastle, Sydney and longer runs
We also run the longer trips down to Newcastle and Sydney, and these are becoming a bigger part of what we do — most often for day surgery, surgery with an overnight stay beforehand, and specialist appointments.
For surgery in particular, we've worked out an approach that puts the client's comfort first. Rather than a punishing pre-dawn drive on the morning of the procedure, we take the client down the day before. We each stay overnight in nearby accommodation, so the client arrives rested and ready rather than worn out from two or three hours on the road. The next morning we get them to the surgery, and once it's done we're there to drive them home — no rushing, no exhausting same-day round trip, and a far more comfortable journey home for someone who's just been through a procedure.
If you've got a client who needs to get to Newcastle or Sydney for surgery or a specialist, it's well worth talking to us about how we can make the process easier on them.
Let's set up a reliable, caring option for your clients
If you're looking for a reliable, caring transport provider you can hand a booking to and not think about again, we'd be glad to be that option. The easiest first step is simply to get in touch — let us know about any onboarding or provider documents your business needs from us, and we'll take it from there.
You can read more about this service on our Aged Care & Insurance page, or get in touch directly:
- Call: 0480 004 559
- Email: hello@pacifictransfers.com.au
