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 Thursday, 13 January 2022, 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 13 January, 2022. 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 January 2022.

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

CPA Community Centres are currently open for services and programs, with some exceptions. We will continue to fully comply with the Public Health Orders in order to protect and safeguard clients and their families, and CPA staff.

For more information about reopening dates for specific CPA sites and centres, please click here.

CPA Lifestyles Centres – will reopen from Monday, 24 January.

Packforce – will reopen on Monday 24 January 2022.

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

Allambie Heights Hydrotherapy Pool – closed for essential repair works. Reopen date Monday, 31 January 2022.

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.

Respite houses – remain in operation for our Medium Term Accommodation (MTA) clients and a small number of Short Term Accommodation (STA) clients.

Therapy and Health and Wellbeing – programs including intensives and holiday group programs will continue as we monitor the situation.

Individual therapy appointments – will continue however we will regularly assess the situation and work with you to reschedule appointments if at any stage the safety and wellbeing of our clients, carers and employees is at risk.

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 continue to comply with the Public Health Orders for NSW and ACT.

We have mandated that all CPA staff, volunteers, and students must be fully vaccinated against COVID-19 as of 1 December 2021.

Will all visitors to a CPA site be required to be vaccinated?

Yes. In order to ensure the safety and wellbeing of all our clients, CPA requires any visitor aged 12+ visiting a CPA site in any capacity to be fully vaccinated. This includes Housing Providers, contractors and sub-contractors.

This policy reflects our commitment to our clients, many of whom have chronic health conditions and are particularly vulnerable to COVID-19. Upon arrival, please have your proof of COVID-19 vaccination (or medical exemption) to show a staff member.

With the Federal Government having now approved vaccines for children aged 5-11, in coming months CPA will also consider requiring all children aged five and over attending a CPA site to be vaccinated.

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 and boosters?

To find out the latest about vaccination programs and whether you are eligible for a booster shot, head to the NSW Department of Health’s COVID-19 Vaccine Clinic finder website.

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.

Is information about COVID-19 available in an easy-read format?

Yes. The Council for Intellectual Disability has created easy read guides about the roadmap out of lockdown, COVID-19 vaccinations and much more. You can access these on the CID website via this link.

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.