FAQ

  1. Our Moncierge Service

    1. What is a moncierge?

      A Moncierge is a family assistant trained by mtime to help parents with at home support and childcare.

      Moncierges can help with anything from cooking, housekeeping, and babysitting to household errands — all from one dedicated reliable carer personally matched to your family.

      For more details on exactly how a moncierge can support you and your family please click here.

    2. How does the service work?

      To use our Moncierge service, all you need to do is visit our join page, choose how many hours of support you need each week, then fill in a questionnaire. On the backend we'll match you with a fully vetted Moncierge that suits your preferences.

      Once the match is locked in, you will be given an introductory phone call from your Moncierge prior to meeting and we will add an extra 30 mins to your first session for FREE so that you and your Moncierge can chat in person before they begin going through your checklist. You will also be sent a detailed bio, photos and a qualification checklist of your Moncierge before your session.

    3. What happens after I join?

      After you join mtime, you'll be sent an email with a questionnaire asking you about your home and preferences. It's detailed, but it helps us make the best match we can.

      The questionnaire will ask you for things like your laundry preferences, where your cleaning products are kept, if you or your kids have any allergies, and meal preferences. These answers will be used to create your home manual, which will act as a guide for your Moncierge on how to support you and your family in the best way possible.

      Home manuals reduce the amount of time you will need to spend orienting your Moncierge on how to do things and helps to ensure your expectations are consistently met as your preferences have been logged with the mtime team.

    4. Where are your service areas?

      We provide services across Greater Sydney and Melbourne. If you're not sure if we service your area, send us an email on hello@mtime.com.au or give us a call on 03 7019 2818 - often we're able to organise a solution for you.

    5. Are you insured?

      Yes, up to $10,000,000

    6. What are the minimum hours?

      Each moncierge session must be at least 3hrs in duration and we have a minimum of 3hrs of service per week. This is to ensure commitment from your moncierge.

    7. When can sessions take place?

      Mondays to Saturdays, we're closed on Sundays. Standard hours are 7am - 7pm ($40/hr), but after hour service is available with a surcharge ($49/hr) to cover penalty rates for Moncierges. Scroll down to our pricing section for more on this.

    8. Can I use my Moncierge as a substitute for a cleaning service?

      Unfortunately moncierges are not professional cleaners and are not trained in detailed or deep cleaning, so we would not advise this. However, many of our clients hire a professional cleaner for a one off service prior to having their first moncierge session, then ask their moncierge help to maintain a tidy home moving forward. For more info on exactly what tasks a Moncierge can do to support you, click here.

      If you require ongoing cleaning outside of what we offer, we are more than happy to refer you to a professional cleaning service.

    9. Can I use my Moncierge for childcare/babysitting straight away?

      Childcare is accessible after your second session (after the trial). This is because we want our families and Moncierges to build up rapport and trust with each other in the initial sessions. In passing the trial phase with your Moncierge, you agree that you are happy for them to look after your children in a childcare capacity. For safety reasons, we do not encourage our Moncierges to do housekeeping tasks at the same time as childcare, so when you use your sessions for childcare, your Moncierge will devote their full attention to your children instead of completing your checklist.

    10. What type of people do you hire to be moncierges?

      Our Moncierges come from a variety of backgrounds, but as mtime is a for-purpose business, many are women who are new or returning to the workforce. This includes women who are former stay at home parents, recent migrants and refugees, early retirees, university and school leavers, and career carers.

    11. How are your moncierges vetted?

      Moncierges are screened, reference checked and interviewed during our four stage recruitment process. They also complete a series of training modules and assessments once they join our team.

      We hire all of our Moncierges as employees meaning we pay them an award rate, super, and cover all insurance and workers compensation.

      In addition, every Moncierge has a police check, working with children check, first aid certificate, COVID-19 infection control certificate, and completes our food safety and child safety modules.

    12. I am not a parent, can I still have a Moncierge?

      Of course! Anyone of any background can use our service and some of our current clients include young professionals, empty nesters, people who need help caring for their own parents, and those who are injured or suffering from loss. Anyone in need of care can use our service - we're always happy to help.

  2. Using the Service

    1. Can I have a trial?

      Yes you can! Every new family gets to try the service for two sessions before making a commitment. If you decide not to continue with our service after the two sessions, we'll refund 50% of your joining fee as long as you let us know you don't want to continue within five (5) days.

    2. What if you can't find me a match?

      We'll refund your joining fee in full after 6 weeks if we are unable to find you a match.

    3. What if I don't like my moncierge?

      We'll help you troubleshoot a solution and organise a re-match if required. If you end up having a re-match, you'll begin the trial period again, this means you'll get another two sessions to test how things go with the new Moncierge before making a commitment.

    4. Can I meet my moncierge before my match is official?

      We currently don't arrange meetings between clients and Moncierges prior to matching. Instead, we'll use the answers you provide in your membership questionnaire to match you with a Moncierge who meets your needs and preferences. However, your Moncierge will give you a call prior to meeting them and you'll get 30 minutes of extra time added to your first session to get to know them.

    5. Can I choose my moncierge?

      We don't currently allow the option to choose your Moncierge or do one to one placements, but we may offer this service in future.

      Our matches are based upon the membership questionnaire you complete upon joining and a questionnaire we have all staff complete upon hiring them. As a result, all matches are carefully considered in terms of competency, family lifestyles, values and needs.

      After each session, you'll be asked to rate your Moncierge to ensure that you are consistently happy with their service and behaviour. If ever there is an issue or you want to change your Moncierge, we'll troubleshoot the issue with you.

    6. What happens if my Moncierge is goes on holiday or is sick?

      Whenever your Moncierge is away, you have the option of pausing the service at no cost until they return or having a replacement. All replacements are at no cost to the customer in this circumstance as it is covered by the annual fee. If you choose to have a replacement and your moncierge is away for 6hrs of regular service or more, we will add an additional 30 minutes to your first session with your replacement at no cost to you.

      As an alternative to the complimentary 30 minutes, customers can also request a shadow service. This means that your usual moncierge will have 1.5hrs working with your new moncierge during a session so that they are trained on how your sessions usually run. Shadows sessions cost $85 for the standard 1.5hr session, on top of the usual session cost. Longer shadow sessions are charged in 30 minute increments at a cost of $50/hr.

    7. What if I need my moncierge to do out of home tasks, do they drive?

      Some moncierges do not have their own car or cannot drive. This is due to the cost involved in owning a car, and a preference for public transport. You'll be able to specify whether you need someone with a car or not in the customer questionnaire. Please be aware, matching you with someone who a car tends to take 2-3 weeks longer.

      If you need your Moncierge to help with out of home tasks but they don't have a car and are unable to walk, you are welcome to use the mtime Shebah or Uber account and we will charge you the cost. We don't do markups, but we do charge a $1.5 processing fee.

    8. Can I pause the service?

      Sure! You can pause at no cost for up to four weeks per calendar year. Every additional week you are paused incurs a $20/week holding fee.

      You can pause for up to 12 weeks at a time without repaying the joining fee. Pauses longer than 12 weeks will require you to repay the joining fee.

    9. What are the cancellation fees?

      After the two session trial period, there are no costs involved in cancelling your sessions and you may do so whenever we are no longer the right fit for your needs. We just ask for 72hrs notice before your next session.

      If you cancel your service before completing your two-session trial, you will forfeit the cost of your joining fee.

    10. What if my moncierge stops being available or moves away?

      These things can happen, but our concierge team will be on hand to find a suitable replacement for you and brief them on how you like things by using your home manual. We'll also give you an additional 30 minutes with your new Moncierge at the start of their first shift so that you can get to know each other.

      These changes incur no additional cost to you.

  3. Pricing and Billing

    1. How much does the service cost?

      *All prices are inclusive of GST

      Time Moncierge Service
      Weekday moncierge service (7:00—19:00) A$40.00 per hour
      After hour and Saturday moncierge service (19:00—7:00) A$49.00 per hour
      Public holiday moncierge service A$80.00 per hour
      Service Rate
      Annual Membership Fee $149.00 per year
      Late fee (late payment for weekly service of more than 5 days) $10.00 per day (after 5 days)
      Session cancellation fee (more than 24 hours notice) No charge
      Session cancellation fee (less than 24 hours notice) 50% of session cost
      Service cancellation No charge
      Service pause You can pause at no cost for up to four weeks per calendar year. Every additional week you are paused incurs a $20/week holding fee. You can pause for up to 12 weeks at a time without repaying the joining fee. Pauses longer than 12 weeks will require you to repay the joining fee.
      Fuel Charges If you require your moncierge to drive during your session, you will be charged $1/km
      Rideshares If you require your moncierge to use mtime's rideshare account during your session you will be charged a $1.50 processing fee on top of the ride cost.
      Shadowing A shadow can take place if your Moncierge is going to be away or leaving. It means that your usual moncierge will have 1.5hrs working with your new moncierge during a session so that they are trained on how your sessions usually run and you don't need to spend time orientating the new moncierge yourself. A standard 1.5hr shadow session is $85. Shadows can be extended in increments on 30mins for $50/hr.
    2. Why is there a surcharge on weekends and weekdays between 19:00—7:00?

      We charge a surcharge to our service during these times to cover the penalty rates of our staff and additional administrative support provided by our concierge team.

    3. Why is there a higher surcharge on public holidays?

      We charge a higher surcharge to our service on public holidays because the penalty rates for our staff are much higher on these dates. The rate also covers the additional administrative support provided by our concierge team.

    4. Why do I have to pay a joining/annual fee?

      The annual fee allows us to offer you all inclusive support before, during and after you've been matched with a Moncierge. A concierge will organise replacements, be there if you need an extra session or last minute additional help, handle the processing of payments, ensure quality control, troubleshoot issues, take care of scheduling and more.

      Your first year's annual fee is covered by your joining fee.

    5. How does billing work?

      Your sessions are billed on a weekly basis, every Monday. If your session is paused or cancelled during the week we will issue a credit to your account.

      For example, if you sign up and your sessions are Wednesday’s and Thursdays - you will be charged for both sessions the Monday your service is due to start.

  4. Career at mtime

    1. What does a Moncierge do?

      As an mtime Moncierge, you'll be matched with families who will rely on your help for a mix of housekeeping, childcare and cooking tasks. Commitment to the family we match you with is the most important thing about this role. This is because your family will not only rely on your help, but they will consider you as one of their own.

    2. How do I become a Moncierge?

      Becoming a moncierge is a three stage process.

      1. Apply. If you make it through our recruitment process, you will be given a job.
      2. Become mtime certified. You will be asked to obtain compliance documents such as a working with children check, police check and first aid certificate, and also to complete training. You will be paid by mtime for training.
      3. Become a moncierge. You will start being matched with families and will receive a pay rise after three months, then again every year you stay with us. You also have the opportunity to become a moncierge trainer.

      From start to finish, it's about a three-four week process depending on how long it takes you to obtain your compliance documents and complete training.

    3. What do I need to be a Moncierge?

      You MUST have at least two years of formal or informal experience running a family household, inclusive of completing cooking, cleaning, chores and childcare tasks.

      In addition, you MUST obtain the following compliance documents at your own cost:

      • Working with Children Check (Employee)
      • First Aid Certificate
      • Police Check
      • COVID-19 Infection Control free course completion certificate
    4. I only want to do childcare, I'm not interested in doing housekeeping. Can I still be a moncierge?

      It is extremely unlikely that you will only do childcare tasks, so if you only want to look after kids, being a moncierge is probably the wrong job for you.

    5. I'm a case manager, employment consultant, project officer, etc. can my clients work with you?

      Yes! Please email us at recruitment@mtime.com.au to arrange a call with our team.

    6. How do I begin the application process?

      You can submit your application here. If you're eligible to be a moncierge, we'll review your application and get in touch to have a zoom interview with you.

  5. Additional Services

    1. Do you service parents of children with special needs?

      Yes we do! Please contact us to let us know about the specific needs of your child.

      As is standard practice for our service, we don't encourage the use of Moncierges for childcare straight away. This is because we believe there should be a rapport and trust built between our families and Moncierges first. For parents of children with special needs, we have the same policy.

    2. Do you offer full time Moncierge service?

      Unfortunately not. If you require more frequent sessions please email us on hello@mtime.com.au.

    3. Do you offer fortnightly service?

      Unfortunately we do not offer fortnightly service. Our minimum service is three hours per week.

    4. Do you do on demand, emergency, or ad hoc Moncierge service?

      Only for our current customers. So if you join our community and ever need some last minute support, we'll have you covered!

    5. Where can I find your child protection policy?

    6. Where can I find your terms of use?

      Click here: Terms of use.

    7. Can't find the answer you're looking for?

      Contact us

      • Call us on: 03 7019 2818
      • Email us on: hello@mtime.com.au
      • Direct Message us on social: @mtimeservices