Critical Assist FAQs

Q: What type of help is available through Critical Assist?

A: Critical Assist assists vulnerable clients to access affordable accommodation and transport through:

  • Priority waitlisting – for accommodation at CCQ lodges
  • Advocacy – to reduce cost of accommodation/transport fees
  • Information – about payment options and affordable providers
  • Referral – to specialist external agencies (hardship schemes, counselling)
  • Financial assistance – subject to available funds

Q: Who is Critical Assist targeting?

A. This service targets clients who are at high risk of not engaging in treatment because they are facing unaffordable costs for accommodation or transport related to their cancer treatment.

Q. Which clients are considered high risk?

A. Clients may be considered high risk under the following circumstances:

  • Low income (Centrelink pension, health care card)
  • Loss of income (waiting for a Centrelink pension approval)
  • Struggling to meet living costs (food, rent, bills)
  • Limited support system (financial, family, social)
  • Long treatment times
  • Travelling for treatment
  • Not eligible for Patient Travel Subsidy Scheme.

Q: If my client has finished treatment are they eligible for Critical Assist?

A: Clients who have already completed their treatment are not eligible for Critical Assist. Ineligible clients referred to Critical Assist will receive information, support and referral to other CCQ services and external specialist services by calling 13 11 20.

Q: Can I refer a client for assistance with their accommodation costs?

A: Accommodation is a key priority of the service. High risk clients requiring support with these costs will be provided with:

  • Referral to a CCQ accommodation lodge for availability and placement on a priority waiting list
  • CCQ advocacy for reduction or waiver of accommodation fees
  • Information on affordable accommodation options
  • Referral to specialist external agencies (hardship schemes, counselling)
  • A financial contribution (subject to eligibility and availability of funds).

Q: Can I refer a client for assistance with their community transport costs?

A: Transport is a key priority of the service. High risk clients requiring support with these costs will be provided with:

  • CCQ advocacy for reduction or waiver of transport fees
  • Information on affordable transport options
  • Referral to specialist external agencies (hardship schemes, counselling)
  • A financial contribution (subject to eligibility and availability of funds).

Q: Can I refer a client for assistance with their car registration?

A: Critical Assist cannot offer payment of car registrations. However, high risk clients who need support with these costs will be provided with:

  • Information on Queensland Transport payment options
  • Referral to specialist external agencies (hardship schemes, counselling).

Q: Can I refer a client for assistance with their phone bill?

A: Cancer Council Queensland is an agent for the Telstra Bill Assistance Programme (TBAP). TBAP is a national programme that is offered to Telstra account holders who are experiencing financial hardship and having trouble paying their Telstra bill.

  • To learn more about referring your client to this programme, please refer to the TBAP Referral Guidelines.
  • High risk clients requiring support with phone costs will be provided with information on payment options and referral to specialist external agencies (hardship schemes, counselling).

Q. What happens next after I submit my referral?

A: You will receive an email confirming the successful submission of your referral. You may be contacted by phone if any further information is required.

Approval will be subject to available funds and clients who meet the target group as outlined in the guidelines will take priority.

All referrers will be notified of the outcome by email within 7 business days.