or Call 
1300 36 46 46
1300 36 46 46 
Enquiries: Monday – Friday 8:30am – 5pm AEST
Call 1300 36 46 46
1300 36 46 46
Enquiries: Monday – Friday 8:30am – 5pm AEST
Call 1300 36 46 46
All of your answers to the most frequently asked questions relating to Client, Cleaner, Recruitment, Agency and Clean Homes queries.
Advise you will see what we can do and ask “can I start with some details?”
What are your rates?Ask for their postcode so that you can look up the rates in their area.
Our cleaners can provide an estimate over the phone or at your home for a cleaning service. Speak to your cleaner prior to start if you want them to work to a set budget or provide an estimate of the number of hours required to complete all of your tasks.
If a client has the time to put a list together or leave out some instructions, this helps the cleaner work to their priorities during the timeframe allocated
Do you have cleaners who work evenings?
No.
We have individuals and cleaning teams of two. Remember, if we allocate a team of two, the clean is completed in half the time.
Yes.
The cleaner placed will call the client to arrange a time to meet either before the job starts or on the start date by arriving 10-15mins early.
When can I expect to hear from someone?Advise the client you will generally hear back from us within a day or two.
Advise the client you will generally hear back from us within a day or two.
Yes.
As some of our cleaners don’t have English as their first language, if a client can’t communicate adequately with their cleaner they need to let us know so another cleaner can be placed.
All you can say is “let me see what I can do for you” but if you think the client is being dodgy, refer to Team Leader.
No.
There is no contract for booking our cleaning service. It can be started, stopped or paused whenever the client wants. Remind client though that the cleaner is relying on the work for regular income.
A service can be cancelled at any time without a penalty fee. Advise the client that we hate to lose business so if they’re not happy with the service for any reason, let us know so we can fix it. The benefit of using our Agency is our job is to allocate the right cleaner for the client.
As our regular cleaners work to a weekly or fortnightly roster, we are unable to provide a 3 weekly service.
See if the client would consider a fortnightly service or one-off Spring Clean before advising the rates.
Our Spring Clean service can be booked every 3 weeks if that is something they would like to consider?
As our cleaners work to a weekly or fortnightly roster, we are unable to provide a monthly service.
See if the client would consider a fortnightly service or one off Spring Clean before advising the rates.
Our Spring Clean service can be booked once a month if that is something they would like to consider?
No.
This is not something we offer.
They cannot do anything unhygienic or unsafe or anything outside the scope of domestic cleaning.
No.
Beds and furniture are too heavy and could cause injury to the cleaner and damage to furniture and floors.
We offer home cleaning not commercial office cleaning.
No.
No.
We don’t do cleans after builders but if it’s a small renovation job and it just needs a good vacuum, dust and mop, this is fine.
While we don’t guarantee mould removal our cleaners can clean areas affected by mould. They will advise you what has been achieved using the products they have available.
As a general rule, if you rub your finger over the mould and it comes off, this is surface mould and something that can be removed. If it doesn’t come off it’s likely the mould is embedded in the surface and unlikely to be removed.
While bleach based products can kill off surface growth and spores on nonporous surfaces, it will not penetrate porous materials, contrary to claims made by several products on the market. If the mould is growing on plaster or grout or wood it will kill mould on the surface, but not below it.
Yes.
Find out who we need to invoice – if it’s a Disability/NDIS/Aged Care/Veteran Affairs/Insurance booking or similar, pass to Alison or Nikki. If it’s a home office or private person wanting the cleaning invoiced to their company, send client ABN link
Yes.
Our sister company Clean Homes looks after clients with an insurance claim and you can transfer the call to either Alison or Nikki.
Yes.
Cleaners are advised to leave a receipt for each service unless the client advises otherwise. If they don’t leave one out, ask them to please do so.
Yes.
SMS client the ABN info link and see if you can book the service while you have them on the phone.
Yes.
It is mandatory that all cleaners registered with the Agency to be police checked and reference checked. We also get to know them when they attend our Workshop once approved.
Yes.
The client will need to ask the cleaner to provide that. We are not allowed to provide that information to the client.
Yes.
Our cleaners are covered for Public Liability insurance and they also have Accident Insurance cover. A copy of the PL Certificate of Currency can be found on the FAQ page of our website.
Every policy is different so the client will need to check their policy. Some policies do provide cover but advise client you’ll send them a link in relation to this enquiry and SMS the Domestic Workers Compensation link.
Cleaners registered with Absolute Domestics are registered as independent operators and are covered by Personal Accident insurance with the Agency.
Cleaners registered with Absolute Domestics are covered by Public Liability Insurance. This means the client, along with any person other than the Cleaner, are protected from damage or injury caused by a Cleaner’s negligence. Being covered by Public Liability Insurance is one of the most important reasons for using our Agency.
Advise the client that theft is a matter for the police to investigate further. Escalate to your Team Leader if further assistance is needed.
Our cleaners are contractors and therefore would not likely be covered by Workcover. SMS the Domestic Workers Compensation link if client wants to find out more.
Workcover is designed to provide income protection for employees.
Send the Client the Domestic Workers Compensation SMS.
This is an ongoing service on a weekly or fortnightly basis.
Any domestic chores such as mopping, vacuuming, bathrooms, kitchen cleaning. They can also wash, iron, make beds and tidy.
Our cleaners can do anything deemed a domestic chore.
No.
A regular service is a minimum of 2 hours.
It’s best that the client meets the cleaner to discuss their needs. Most clients book 2-5 hours per week and some clients like more of a housekeeping service 2 or 3 times a week, wouldn’t that be nice? The cleaner can work to a set budget or advise how many hours are needed depending on the size of the home and tasks required.
Advise client that this depends on how busy they are, the size of the house and their budget. You can book a minimum of 2hrs just for the floors and bathrooms, maybe some dusting. Most of our clients have 3-5hrs, and sometimes more. You can also have twice a week and wouldn’t it be amazing to have someone pop in every day. The cleaner will pop around before the clean to discuss their needs.
Yes.
We have cleaners that work Saturday so you will need to check availability. Advise there is an extra $5/hr weekend surcharge.
It is the norm to pay the penalty rates on a Saturday. A higher rate is necessary to encourage cleaners to work Saturday.
This depends on the size of the home, how well maintained it is and the tasks to be completed.
Yes.
Add this request to the booking.
No.
Let them know “I don’t think you will because you’re going to love the service!”
Absolute Domestics is an Agency for Domestic Cleaners and our role is to place a cleaner that the client is happy with. If the client is not happy for any reason, offer to place someone else.
This can be a bit tricky because our cleaners work to a weekly or fortnightly roster on set hours but get some details and see if you can place the job. Start with the client’s best day and time.
This is half the cleaner hourly rate.
There is an Agency fee built into the minimum booking fee.
Yes.
The cleaner works to the client’s instructions so long as it’s domestic cleaning and housekeeping duties.
Client’s can let either the Agency or their cleaner know. See if they would like the cleaner to continue the service while they’re away and do those odd jobs like the fridge, pantry and skirting boards?
Yes.
More time may be needed or some of the jobs normally completed may need to be skipped to have this done.
Regular cleaners can clean inside windows and sliding doors off balconies providing there is a safety ladder available. Professional window cleaners would be needed for exterior windows or full window cleaning. Check with One Off TM for this.
(Brisbane East – offer Adrian & Nathan)
Yes.
This can be included in a regular service as long as additional time is allocated outside of the regular tasks
Yes.
Client needs to discard any food items they don’t want put back in the fridge beforehand.
Yes.
Cleaners can dust and wipe the blinds but can’t take them down to clean. Client will need to find a professional blind company for that.
Yes.
Fans can be cleaned as long as the cleaner can reach them using a safe step ladder.
Yes.
Yes.
No.
Our cleaners provide residential cleaning inside the home but can sweep the patio, landing and front entrance upon request. We don’t do outside house washing or window cleaning.
(except Brisbane East – offer Adrian & Nathan)
No.
You will need to book through a professional window cleaning company. (Brisbane East – offer Adrian & Nathan)
No.
Regular cleaners do not provide professional carpet cleaning. You will need to book this separately.
No.
This is considered outside the scope of domestic cleaning.
Yes, providing it is a safety ladder and the cleaner feels comfortable doing so.
Yes.
If you need your cleaner to be there at a specific time please let them know so that they can accommodate this request.
This is between the cleaner and client but if the client has a specific time they want, note this on their booking.
No.
Our cleaners are police checked, reference checked and they attend a 2 day workshop where we get to know them well. Most clients are working and not home so can give the cleaner security codes and keys if convenient. The cleaner will organise a time to meet prior to start.
We can’t advise that, it’s up to the client. If leaving the key out, ask client to leave the key in a safe and secure location.
Yes.
Our cleaners are police checked, reference checked and they attend a 2 day workshop where we get to know them well. Most clients are working and not home so can give the cleaner security codes and keys if that’s convenient.
We’ll do our best to facilitate the return of their keys on the client’s behalf.
Call the emergency contact number on the cleaner file, call from work mobile and advise cleaner it will become a police matter if the keys are immediately returned. Escalate to your Team Leader if needed.
It’s up to the cleaner and client. Suitable enclosed non-slip footwear is recommended but not mandatory.
We prefer the client to provide cleaning equipment and products. If required, there is an extra charge of $15 per service ($10 products, $5 equipment).
The booking form only collects minimum information. P&E is explained on the FAQ page.
No.
No.
The client can speak to the cleaner directly.
We recommend: floor cleaner, bathroom cleaner, multipurpose spray, glass cleaner, mild detergent, and cleaning cloths.
We offer a comprehensive training workshop and ongoing support. Cleaners attend a 2 day workshop (metro), half day (regional), or use a training manual (country).
Most clients pay by bank transfer directly to the cleaner after each service. Cash is also accepted.
No.
Clients pay by direct bank transfer.
No.
Cleaners are paid at the end of each service.
Refer to Team Leader or rate increase notice. Update client file, email notice if needed, SMS cleaner new rates.
This is the same as a regular service but is a once off service when you just need a helping hand from time to time.
**NOTE, this is no longer offered in AU. Also removing from NZ website
Yes.
No.
Cleaners work inside the home but may sweep patios/entrances. No exterior washing or window cleaning.
No. Use a professional window cleaning service.
No. Book a professional carpet cleaner.
No. These are outside domestic cleaning scope.
Yes, if safe and the cleaner is comfortable.
Usually yes. You can request a specific time.
No. Many clients provide keys or access.
Yes. This is common for regular clients.
Clients usually provide them. Otherwise extra charges apply.
Pay via bank transfer or cash after service.
No. Use bank transfer instead.
We can arrange multiple cleaners. Hours are split between them.
Only estimates are possible until the property is inspected.
Cleaning is only one factor. Full EOL cleans guarantee cleaning portion only.
113 Russell Street, Cleveland 4163
PO Box 3352, Victoria Point West, QLD 4165
Historically we quote new rates for 6–12 months after a rate increase. During this period, rates are updated during re-rosters. After 12 months, all clients are contacted.
Taking rates up process.
Airbnb bookings are treated as Spring Cleans. A quote can be sent via [email protected].
Preferably not. Inform clients the cleaner will start after Workshop unless agreed otherwise.
Currently, t-shirts are not being posted to cleaners.
Select “Chose another company”.
Yes. Move details to the Promotion tab and clean up requirements notes.
Case-by-case. After 2–3 failed contact attempts (including emergency contact), de-register.
Absolutely not. Report to your Team Leader if suspected.
No. Only registered cleaners are insured.
Leave it open for Clean Homes.
Absolutely, we are always on the lookout for great cleaners! If you’ve already applied online, transfer to Recruiter. If not, apply at absolutedomestics.com.au/become-a-cleaner
A one-time fee covering onboarding, police check, training, and workshop.
Discuss with Recruitment Officers. Payment must be completed before approval.
It is paid before approval and before work allocation begins.
No. It is promotional only and not mandatory uniform.
No. Candidate or agency must process payment directly online.
We will check availability in your area. Pricing example: 3 hours = $xxx. If 2 cleaners attend, they split hours equally.
No. Estimate only after property review. Typical 3 bed/2 bath = 8–10 hours.
Bond is between client and agent. Cleaning is only one factor affecting bond return.
Full detailed clean including kitchen, bathrooms, walls, fans, ovens, cupboards. Excludes carpet steam & external windows.
No. Requires specialist carpet cleaner.
No. Requires upholstery specialist.
Internal only. No external windows.
No. Requires specialist service.
Bank transfer or cash at end of service.
113 Russell Street, Cleveland 4163
PO Box 3352, Victoria Point West QLD 4165
Apply at absolutedomestics.com.au/become-a-cleaner
NZ: absolutedomestics.co.nz/become-a-cleaner
No ABN required (refer training docs).
Only if income exceeds $75,000/year.
Yes, all cleaners pay levy regardless of personal insurance.
No. Strictly prohibited under contract.
Clean Homes is another company run and owned by Absolute Domestics and specialises in cleaning for the sick, injured and elderly. The only difference between a Clean Homes job and an Absolute Domestics job is the payment process and duration. It can be as little as 6 weeks or permanent if the recipient is permanently disabled. The cleaner is paid by Clean Homes on a monthly basis and not by the client.
CLNG = Cleaning
CLT = Client
CNR = Carpets not required
CPNR = Carpet & Pest not required
CUC = Catch up clean
DD = Direct Deposit
EOL = End of lease
FU = Follow up
JNS = Job not started
K1 = Single cleaner
K2 = Team
KLR = Cleaner
L/C = Last clean
L/D = Last day
LI$T = List / Inspect / Payment / Time
LMTC = Left message to client
LMTCK = Left message to cleaner
MPTS = Meet prior to start
N/C = Next clean
NKA = No cleaners available
P&E = Products & Equipment
REQD = Required
RTW = Return to work
TBWC = Touch base with client
TBWK = Touch base with cleaner
W/C = Week commencing
CLNG = Cleaning
CLT = Client
CNR = Carpets not required
CPNR = Carpet & Pest not required
CUC = Catch up clean
DD = Direct Deposit
EOL = End of lease
FU = Follow up
JNS = Job not started
K1 = Single cleaner
K2 = Team
KLR = Cleaner
L/C = Last clean
L/D = Last day
LI$T = List / Inspect / Payment / Time
LMTC = Left message to client
LMTCK = Left message to cleaner
MPTS = Meet prior to start
N/C = Next clean
NKA = No cleaners available
P&E = Products & Equipment
REQD = Required
RTW = Return to work
TBWC = Touch base with client
TBWK = Touch base with cleaner
W/C = Week commencing
Clean Homes is another company run and owned by Absolute Domestics and specialises in cleaning for the sick, injured and elderly...
CLNG = Cleaning
CLT = Client
CNR = Carpets not required
CPNR = Carpet & Pest not required
CUC = Catch up clean
DD = Direct Deposit
EOL = End of lease
FU = Follow up
JNS = Job not started
K1 = Single cleaner
K2 = Team
KLR = Cleaner
L/C = Last clean
L/D = Last day
LI$T = List / Inspect / Payment / Time
LMTC = Left message to client
LMTCK = Left message to cleaner
MPTS = Meet prior to start
N/C = Next clean
NKA = No cleaners available
Products & equipment = Products & Equipment
REQD = Required
RTW = Return to work
TBWC = Touch base with client
TBWK = Touch base with cleaner
W/C = Week commencing
8.30am–5.00pm workflow schedule including rostering, calls, emails, follow-ups, urgent jobs, and end-of-day checks...
Sales script covering pricing, expectations, cleaner allocation, and service structure...
End of lease / spring clean pricing, expectations, inspection rules, and payment instructions...
Insurance claims process, responsibilities, exclusions, and reporting structure...
List of excluded commercial and high-risk locations and covered property types...
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