Frequently Asked Questions
My app isn’t working, what do I do?
Please restart your phone and app and use your login details to sign in. If you continue to experience issues, please contact our office.
I tested positive to Covid, when can I return to work?
Option 1: After Day 5 since symptom onset (or Day 5 from your positive test if you had no symptoms) AND Your acute symptoms have resolved, AND Your COVID-19 RAT is negative Option 2: After Day 7 if you have had no symptoms for 24 hours – no testing required. If symptoms continue beyond this…
I still haven’t received my ID badge, what should I do?
Please allow two weeks for your ID Badge to be delivered to you. If you believe it has been lost in the mail, please email us on office@aquamarinecare.com.au. In the meantime, please bring a form of ID and introduce yourself to each client. For example: “Hello Rebecca, my name is Jane and I work for…
I lost/damaged my ID badge, can I get a new one?
Before requesting a replacement: Check your vehicle, bags, pockets, and common areas where it may have been left. If you still can’t locate it or it’s damaged, please contact the office to arrange a new one.
I can’t submit my timesheet, what do I do?
Open the app and tap “Timesheets” on the home page. Select the service you’re claiming for and follow the prompts. Make sure you include any approved client related travel kilometres (KMs). If you can’t submit your timesheet, you may have an outstanding task (e.g., daily shift notes). Complete these and try again. If you continue…
I can’t submit my shift notes/feedback on Sandwai, what do I do?
Please locate the specific client and date of service, by clicking on the ‘Schedule’ icon in your app. Select ‘Notes’ and ‘Add note’. Submit each field, including the ‘Enter subject’ section (very important) in the client feedback form. Click ‘Done’ and you should be good to go! If you still experience issues, please contact our…
I can’t login to LearnUpon to complete my training, what do I do?
Please use your email address to sign in via aquamarineacademy.learnupon.com. If you cannot remember your password, please click on ‘Forgot your password?’ and follow the prompts.
I can’t log in to my app, what do I do?
Please restart your phone and app and use your login details to sign in. If you continue to experience issues, please contact our office on 0422 867 111.
I am scared to report something I have witnessed or have been told, what do I do?
It’s normal to feel unsure, but you are never alone in this. Speak to the office or team leader immediately. For a confidential conversation, please contact hr@aquamarinecare.com.au. You will be supported and protected – raising concerns is part of your role. You will not get in trouble for reporting in good faith, even if you’re…
How do I use my annual leave / sick leave accruals?
Email hr@aquamarinecare.com.au with your details Including your name, pay week, leave type and number of hours you would like to use.