Support at home program

If you or your family member currently receives aged care services at home: 

• There’s nothing you need to do right now. 

• You will continue to receive the care and support you need. 

• When the new program begins, we will work with you to review your care plan, make sure your services still meet your needs, and explain any changes. 

• These reforms are designed to improve your choice, transparency, and quality of care, not reduce services. 

If you’re new to aged care and applying after 1 November 2025: 

• You will be assessed under the new system  

• You can expect a simpler, more streamlined process with greater flexibility and clarity. 

Who is eligible for Support at Home program?
There are three groups of people who will be eligible for an aged care assessment: 

• A person over the age of 65 

• An Aboriginal and Torres Strait Islander person over the age of 50 

• A person who is over the age of 50 and is at risk of, or experiencing, homelessness  

How do I apply for Support at Home program?
You’ll need to go through the new Single Assessment process to determine your care needs and edibility.  

To find out more visit My Aged Care website or call the contact centre on 1800 200 422. 

I receive Commonwealth Home Support Program funding (CHSP) – do I need to re-apply?
You do not need to apply and no re-assessment is needed if you have already registered and been assessed through My Aged Care.  

If you have not been assessed, your service provider will advise you of the requirement to register and be assessed prior to the transition to Support at Home. 

The Commonwealth Home Support Program (CHSP) will transition to Support at Home no earlier than 1 July 2027.

Contact My Aged Care on 1800 200 422, visit the Australian Government’s Support at Home website or call our friendly team on 1300 236 822  

If you were approved for a Home Care Package after 12 September 2024, you are considered a Transitional Participant. This means, from 1 November 2025: 

• You’ll automatically move into the Support at Home program. 

• Your care arrangements will be with Centacare, or your chosen provider.  

• You will maintain your current level of funding 

• You will retain any HCP unspent funds in your account as of 31 October 2025. New limits will apply to how much you can carry over each quarter of the new Support at Home funding accrued each quarter from 1 November 2025 

• You will continue to receive care based on your current package level 

• Your budget will change to quarterly from annually 

• Care Management will be capped at 10% of your total package and be managed separately from your quarterly budget. 

• You will begin paying personal contribution fees, depending on your means assessment and the type of service you receive. There will be no personal contributions to clinical care services. 

If you are approved for aged care on or after 1 November 2025, you will enter directly into the Support at Home program as a New Participant. This means: 

• You will start with the new rights-based framework and care model from day one 

• Your support plan will be designed around your goals, needs, and preferences 

• You will contribute to the cost of some services based on your income and the service type. There will be no personal contributions to clinical care services. 

• You will have access to the full range of new funding categories and pathways, including Assistive Technology and Home Modifications, Restorative and End-of-Life pathways 

• You will work with your Care Partner to build a personalised plan within a quarterly budget 

If your current Short Term Restorative Care Program commenced prior to 31 October 2025, you will continue to receive services under this program until your 8 week finish date.   

If you start a Short Term Restorative Care Program from September 2025, you will remain on the STRC program with your existing terms and conditions. You will not transition to Support at Home.  

If you are admitted to STRC prior to 31 October 2025 but your service delivery commences on or after 1 November 2025, you will transition to the Support at Home Restorative Care Pathway. 

If you are formally reassessed for a new Support at Home funding classification, you will remain under the ‘no worse off’ principle forever, even once you are assigned your new package or classification level. This applies to all grandfathered participants, regardless of your income and assets.  

No. The government has committed to a careful, planned transition that we have been entrusted to deliver. Existing clients will not be left without support, and we will work closely with you to ensure a smooth and positive experience. 

If changes do affect the way your services are delivered, we will explain them clearly and support you every step of the way. 

You may notice that, from 1 November 2025, the cost of services will increase under the new Support at Home program. This change is due to updated government rules on how providers like us can charge for package management and care management expenses. 

Previously, under the Home Care Package program, management costs were charged separately as a percentage of your package value. The cost of your actual services was then deducted from the remaining package balance. 

Under Support at Home , this structure is changing: 

• All package management costs will now be included in the price of your services. 

• The percentage allocated for care management has been reduced to 10%. 

Although the pricing may look different from what you’re used to under HCP, the new structure is designed to provide greater transparency, making it easier to see the full cost of your care, including administration, package management, and services. 

For example, if a nurse comes to provide care, then the travel, administration and overhead costs will be included within the service price. So, while the rate for this service will seem higher, you will no longer pay for the associated package management costs separately. You will only be charged for a percentage of the services you actually receive, not a percentage of your entire package value. 

Support at Home pricing will make it easier to see exactly how much care you have received and how much of your budget has been used. 

These changes are in addition to existing Consumer Confidence Protections, which include: 

• A ban on entry, exit, and other hidden fees

• The “no worse off” principle for grandfathered participants 

• A lifetime co-contribution cap of $130,000

• A strong financial safety net for those unable to contribute to their aged care costs. 

Additionally, a Care Management Supplement equivalent to three hours of care management per quarter will be provided at $120 per hour ($360 per quarter), calculated daily based on the number of days in each quarter. 

Participant contributions are paid by participants and are based on an assessment by Services Australia of their income and assets. Contributions will be different for each participant and will be based on:  

• The type of service the participant received:   
  • Clinical supports – no contribution for services. Clinical care is fully funded by the government for all participants  
  • Independence – moderate contributions for services. This recognises that many of these supports play an important role in keeping participants out of hospital and residential aged care  
  • Everyday living – highest contributions for services. This recognises that the government does not typically fund these services for any individual at other stages of life.  
• The outcome of a participant’s income and assets assessment, as well as their pension status:  
  • Full pensioner  
  • Part-pensioner  
  • Self-funded retiree and Commonwealth Seniors Health Card (CSHC) holder  
  • Self-funded retiree and non-CSHC holder.  

Under Support at Home, you won’t need to manage a package budget yourself. 

The government will fund providers directly, and there will be clear national pricing, so you know exactly what services cost. 

You’ll still be involved in decisions about your care and will have more flexibility and information to choose services that suit you. 

Yes. You’ll have greater choice and control under the new system. 

You can choose your care provider and may be able to change providers more easily if your needs or preferences change. 

Care management and support planning will also become more transparent and person-centred. 

However, from 1 November 2025, you must receive all your Support at Home services from one provider to ensure coordinated care. For example, if you need help with personal care, meals, and transport, one provider will deliver all these services for you. 

Your provider will also help you arrange any assistive technology and home modifications you may be approved for. 

The Statement of Rights outlines core principles every participant is entitled to, including dignity, independence, safety, inclusion, and culturally appropriate care. These rights must be clearly demonstrated in how we engage with, care for, and support each participant every day, in every interaction. 

Under the Aged Care Act 2024, every older person receiving care has important rights, including: 

1. Independence and Choice 
2. Fair Access to Services 
3. Safe, High-Quality Care 
4. Privacy and Confidentiality 
5. Clear Information and Decision-Making 
6. Speaking Up 
7. Connection and Belonging 

Everyone involved in aged care must act according to these principles: 

• Respect and dignity first 

• Support independence and choice 

• Recognise and celebrate diversity 

• Ensure quality, safety, and accountability 

• Value and support the aged care workforce 

• Maintain transparency and sustainability in the system 

You have the right to speak up. You can talk to your us, make a complaint, or contact the Aged Care Quality and Safety Commission for help by calling 1800 951 822. If you ever need support to make a complaint or find information, you can also call the Older Persons Advocacy Network (OPAN) on 1800 700 600. 

The Supporter Framework clarifies who can legally act as a “supporter” or “representative” on behalf of a participant. Staff will need to understand who is authorised to receive information, make decisions, or support consent processes. This may involve checking documentation and recording who has legal authority. 

A Registered Supporter is someone an older person trusts to help them understand information and communicate their decisions about aged care. This role does not give someone the power to make decisions for the older person, but rather to support them to make their own choices. 

What does a Registered Supporter do? 

Registered supporters may: 

• Help the older person communicate with My Aged Care, assessors, providers, or the Aged Care Quality and Safety Commission 

• Request or receive information (with the older person’s consent) 

• Support the older person in understanding options and communicating preferences 

Supporters must always: 

• Respect the older person’s wishes, will and preferences 

• Act honestly and in good faith 

• Support the older person only when needed, and only in ways the person agrees to 

Aged care providers must continue to speak directly with the older person. A registered supporter may assist, but only at the older person’s direction, and can not make decisions on their behalf. 

If someone is already listed as a regular or authorised representative in My Aged Care before 31 October 2025, they will automatically become a registered supporter on 1 November 2025. 

Under the new Aged Care Act, stronger protections will be in place for whistleblowers, individuals who speak up about potential issues in aged care. This includes older people, their families or representatives, and aged care workers. 

People can raise concerns: 

• Directly with the Aged Care Quality and Safety Commission 

• Through the Department of Health and Aged Care 

• With a registered provider or one of their workers 

• To a police officer or an independent aged care advocate 

Reports can be made in person, over the phone, in writing, or anonymously. 

These protections mean: 

• You are safe from punishment or unfair treatment for speaking up 

• Your identity will be kept confidential, except in limited circumstances where it’s necessary to share information for safety or legal reasons 

If you’re having difficulty paying your contributions, you may be eligible for financial hardship assistance. You can apply for support with: 

• Independence services contributions 

• Everyday living services contributions 

 To apply, complete the Aged Care Claim for financial hardship assistance form (SA462) and send it to Services Australia. You must meet certain requirements, including having assets valued below 1.5 times the annual basic Age Pension ($44,811 as of March 2025). 

From 1 November 2025, inform your Support at Home provider if you’re applying for hardship assistance so they can suspend fee collection while your application is assessed. 

Change can be uncertain, but you’re not alone. We will walk with you through this journey and ensure that your care remains safe, respectful, and tailored to your needs.