COVID-19 Update: The Latest Frequently Asked Questions

Our highest priority is the health and wellbeing of our clients and their families, and providing a safe environment at our CPA Community Centres and sites.

With the ongoing COVID-19 pandemic, we understand that many of our clients and their families have questions about the services they receive.

On this page, you will find answers to the common questions we receive. The information on this page is current as of Friday, 8 October 2021, and includes the latest advice for NSW and the ACT.

All CPA sites are following the latest NSW/ACT Health guidance and all information is current as of 8 October, 2021. For any specific concerns or queries, contact our Client Service Consultants on 1800 378 888 or

COVID-19 and CPA Services Frequently Asked Questions

Please find below common questions being asked by CPA clients. These answers are based on the situation as of October 2021.

Are CPA Community Centres and sites open for in-person services and programs?

In line with the NSW/ACT government’s Roadmaps to Reopening, CPA Community Centres will reopen from Monday, 18 October for limited in-person appointments, and transition to providing more services. We will continue to fully comply with the Public Health Orders in order to protect and safeguard clients and their families, and CPA staff.

Therapy, Health and Wellbeing Services (including Gym and Sports) – will offer limited appointments from Monday, 18 October.

Individual Home and Community Programs – will commence in-home and community supports from Monday, 18 October.

Lifestyles Centres (Day Programs) – will commence a staggered reopening from Monday, 11 October. If you attend CPA Day Programs, your Program Manager will contact you to advise when your service will open.

Packforce – fully vaccinated employees (or those who have a medical exemption) can return from Monday, 11 October.

Allambie Heights Dental Clinic – will temporarily remain closed. Open date to be advised.

Allambie Heights Hydrotherapy Pool – will temporarily remain closed. Open date to be advised.

Holiday Camps and Programs – next school holidays camps and programs to be advised.

Respite – will continue offering short term respite stays for fully vaccinated clients.

CPA Accommodation – our teams will work as normal to ensure all client needs are supported. Visits to clients in their CPA home will be limited to essential compassionate purposes only, in line with NSW Public Health Orders.

Will CPA services continue to be available via Telepractice?

We have had great success with the uptake and delivery of services via CPA Telepractice. We continue to hear from families and clients about how valuable the service has been, allowing them to keep achieving goals and positive outcomes. As part of our commitment to best practice and support for all clients and families, we will continue to deliver beneficial services via CPA Telepractice.

We deliver CPA Telepractice services by linking clinicians and clients via a web based digital video platform. You can connect for appointments from a range of locations including school, work and home.

CPA Telepractice enables you to access services wherever you can connect with a digital device, including mobile phones, tablets and laptops.

You can also invite other family members, service providers, and specialists to join you from their locations, all in the one appointment.

Learn more here.

Is the CPA Dental Clinic running as normal?

The CPA Dental Clinic remains temporarily closed. Open date to be advised.

In a dental emergency, please contact your doctor or call 000.

Are CPA staff fully vaccinated?

As always, our priority is the health, safety and wellbeing of all our clients and their families. As such, we have mandated that all CPA staff, volunteers, and students must be fully vaccinated against COVID-19 from 1 December 2021.

Are CPA staff wearing face masks around clients?

Yes. In line with current advice from the Government, all frontline workers providing services directly to clients will wear face masks when delivering services.

What COVID-19 safety precautions are CPA taking?

As always, our priority is the health, safety and wellbeing of all our clients and their families. As such, we have mandated that all CPA staff, volunteers, and students must be fully vaccinated against COVID-19 from 1 December 2021.

For clients attending CPA Community Centres and sites, we have put in place the following safety procedures in accordance with NSW/ACT Health advice:

  • Entry – please use the QR Code for COVID-Safe check-in and also show our reception team proof of vaccination (or have a medical exemption). Find out how to get proof of vaccination here.
  • Vaccination status – all CPA clients and visitors will be asked to share their vaccination status. If clients and carers are not vaccinated, or are under 16 and cannot be vaccinated, there may be some limits to the types of in-person services we can provide to ensure we can adhere to our safety procedures.
  • Masks – all CPA clients and visitors over 12 will need to wear a mask indoors (or have a medical exemption).
  • Physical distancing – a maximum number of people are permitted on-site at any one time to enable physical distancing of 1 person per 4sqm for indoor areas.
  • Hygiene – increased cleaning measures and routines will be implemented.

We continue to be guided by the latest public health advice for Disability Service Providers.


Additional measures are in place for clients in our group homes including:

  • Strict standard infection control and environmental cleaning procedures.
  • Ample access to essential supplies, including personal protective equipment, pantry and cleaning supplies.
  • Infection Prevention refresher training for all staff.
  • Restricting all non-essential visitors to our Group homes, and additional screening requirements for all other visitors before they are permitted to enter.

What is the latest information on COVID-19 vaccinations?

All NDIS participants aged 12 years and over, and carers of NDIS participants of any age, are eligible for vaccinations.

This includes all disability care residents and staff, who are being prioritised for vaccines as part of the Federal Government’s program. We continue to communicate with the Commonwealth Department of Health on the COVID-19 vaccine roll-out.

In addition, vaccinations are now available at state or territory vaccination clinics and many GPs, medical centres, and pharmacies. To book a vaccination, head to the Department of Health’s COVID-19 Vaccine Clinic Finder website.

For any concerns or questions, please contact our Client Service Consultants on phone 1800 378 888 or email

Has CPA’s cancellations and no-show guidelines changed in light of COVID-19?

CPA’s current cancellation and no-show guidelines remain in place and can be found here.

However, if you need to change or cancel an appointment due to concerns around COVID-19, please contact us to discuss cancellation arrangements on phone 1800 378 888 or email

To reschedule or cancel an appointment, please notify your service directly via your usual site contact phone number or email.

Where can I find the Australian Government Department of Health COVID-19 information for people with a disability?

The Australian Government Department of Health website provides COVID-19 information and resources for people living with disability, please visit the links below.