How Lottie enquiries are qualified

Last updated: April 9, 2026

Overview

Every referral you receive through Lottie has been checked against your service criteria before it reaches you. This ensures you're only connected with genuine care seekers who match your service and are ready to be contacted.

How are referrals qualified?

Before a referral is sent to you, the care seeker must have:

  • Matched your service criteria (postcode, visit length, care type, funding type, etc.)

  • Opted in to be contacted by a provider

  • Verified their mobile number

    • Care seekers must verify their number via a one time password (sent to them via text) before submitting a chargeable shortlist enquiry.

💡 Need to update your service criteria or listing? Contact our support team via the chat widget in Found.

What you will never be charged for

  • Job seekers

  • Duplicate enquiries

  • Spam or incorrect enquiries

  • Referrals that don't meet our qualification criteria

  • Any referral that meets our dispute criteria

âš  Received a referral that doesn't meet our standards? Close the enquiry in Found and follow our enquiry dispute process to raise a dispute.

Frequently asked questions

Q: What criteria are used to qualify a referral? A: Referrals are matched against your service criteria including postcode, visit length, care type, and funding type. The care seeker must also have opted in to be contacted and verified their mobile number.

Q: Will I be charged if a referral turns out to be a job seeker? A: No. Job seekers are excluded from charges. If you receive one, close the enquiry in Found and follow the [enquiry dispute process] to dispute it.

Q: What counts as a duplicate enquiry? A: A duplicate is when the same care seeker enquires more than once within the same billing month, either at the same branch or across multiple branches. You are only charged once per care seeker per month. See [Understanding duplicate enquiry charges] for more detail.

Q: How do I update my service criteria or listing? A: Contact the support team via the chat widget in Found and they'll make the update for you.

Q: How do I dispute a referral? A: Close the enquiry in Found and follow the enquiry dispute process to submit your dispute.