Support at Home FAQ - Everything you need to know

Support at Home is Australia's new in-home aged care program. It's designed to help older people live independently, safely, and with dignity in their own homes. 

With new service categories and updated fees and contributions, it's normal to have questions about the program. These changes are especially important for people transitioning from Home Care Packages. 

If you want to know more about this new program, check out these Support at Home frequently asked questions.

Program basics

What is the Support at Home program?

Support at Home is an in-home aged care program funded by the Australian Government. It's designed to help older Australians live independently at home, so they don't have to move to a nursing home.

When did Support at Home start, and what did it replace?

The Support at Home program was introduced to reform aged care in Australia. It began on 1 November 2025, replacing Home Care Packages and the Short-Term Restorative Care (STRC) Programme. 

Has the Commonwealth Home Support Programme (CHSP) also been replaced?

Not yet. The CHSP is expected to transition to Support at Home no earlier than 1 July 2027. If you are on the CHSP, your access pathway and services will remain the same until the transition.

Who is Support at Home for?

Support at Home is for people who need ongoing or coordinated support to live safely at home. This includes those with higher or more complex needs. Some people will use Support at Home for longer-term help. Others may use it through short-term pathways for specific goals. For example, regaining independence after an illness.

Eligibility, assessment, and getting started

How do I access Support at Home?

Access starts with My Aged Care, where you provide details about your situation and request an assessment. An assessor will look at what you can do independently, where you need help, and your health and safety risks at home. The outcome is an approval that outlines what supports you are eligible for.

What does the approval letter include?

The approval letter typically includes:

• What services you're approved for
• Whether you have ongoing support and/or a short-term pathway approval
• The level/classification of funding, where relevant

How long does it take to start receiving services after approval?

Timeframes depend on the priority assigned, local availability, and whether you need specialist services. For example, certain allied health. You can often move faster by contacting providers early, asking about start times, and being clear about your availability. If your situation is deteriorating, you can request a review or reassessment.

How does the Support at Home priority system work?

When you're assessed, you're assigned a priority level (urgent, high, medium, or standard) that determines how quickly funding is allocated. You can ask My Aged Care to explain your priority to get an indicative wait time.

Can I be reassessed if my needs change?

Your provider can adjust your care plan within what you're approved for. But if you need a different level or type of support, you can request reassessment. Common triggers include:

• Falls
• Hospital admissions
• New diagnoses
• Carer burnout
• Worsening mobility

Documenting changes helps. Keep notes of incidents and what support you needed.

Services

What kind of services can Support at Home provide?

Support at Home can include three broad categories:

• Clinical supports (nursing and allied health)
• Independence supports (personal care, transport, respite, etc.)
• Everyday living supports (cleaning, gardening, shopping, meal preparation, etc.)

Does Support at Home include culturally safe care?

Yes, Support at Home can include culturally safe care. This includes help with cultural events and access to healthcare providers for Aboriginal and Torres Strait Islander people.

Can I choose which services I receive?

You will work with your chosen provider to agree on the mix of services that meet your assessed needs and fit your budget. You can also request changes to that mix over time. 

Ongoing support and short-term pathways

What is "ongoing care" under Support at Home?

Ongoing support means you have continuing funding and services to meet longer-term needs. Your care plan is reviewed periodically, and the service mix can change as your needs evolve. Ongoing support also typically includes coordination (care management) so services stay aligned and risks are monitored.

What short-term pathways exist under Support at Home?

Support at Home offers three short‑term pathways (accessed via My Aged Care):

1. Restorative Care Pathway
2. Assistive Technology and Home Modifications (AT-HM) scheme
3. End-of-Life Pathway

What is the Restorative Care Pathway?

This pathway is designed to improve function and independence, often after an illness, a fall, or reduced mobility. This commonly includes allied health (like physiotherapy or occupational therapy). It can also cover coordinated supports that help you practise skills safely at home. It's best suited to people who can benefit from goal-based, time-limited intervention.

What is the Assistive Technology and Home Modifications (AT-HM) scheme?

Assistive technology can include items like mobility aids, shower chairs, and safety equipment. Home modifications can include rails, ramps, or bathroom changes. The key is that items should be recommended based on assessed needs (often by an OT) and linked to safety and independence.

What is the End-of-Life Pathway?

The end-of-life pathway aims to help eligible people remain at home with support, comfort, and dignity. It can involve increased in-home services, clinical coordination, and practical aid for the person and their carers. Providers can also help connect you with palliative care services and clarify after-hours arrangements.

Budgets, care management, and spending rules

How does funding work?

Support at Home funding is linked to assessed needs and is used to pay for approved services delivered by providers. You and your provider can agree on a care plan that balances what you need, what you prefer, and what the budget can sustain. You should receive statements that show what was delivered and what was charged.

Are budgets paid monthly, quarterly, or annually?

Budgets are released quarterly. Services Australia issues the budget at the start of each quarter (July, October, January, April). If you start part-way through a quarter, your first budget is pro-rated to the end of that quarter.

Can I carry over unspent funds?

You can carry over some unspent Support at Home funds into the next quarter, but the carry-over is capped. In general, you can accrue up to $1,000 or 10% of your quarterly budget (whichever is higher) to help cover unplanned needs (for example, if an informal carer is away).

What happens to unspent funds if I change providers, move into residential care, or pass away?

Unspent money stays within the aged care system. If you change providers, your future funding goes to the new provider while any unspent amounts are handled under government rules. If you move to permanent residential care or pass away, your in‑home services stop. Unspent funds do not transfer as a credit or become part of your estate.

What is care management, and do I pay for it?

Care management includes planning, adjusting services, working with clinicians, and helping you navigate changes. Under Support at Home, care management is treated as a Clinical support, so you do not pay a contribution for it.

Can I self-manage any parts of my Support at Home services?

You can take an active role by working closely with your provider on your care plan and having a say in services and staffing. But your provider is still responsible for claiming funds, tracking your budget, and meeting quality standards. You don't directly manage the money or employ workers yourself under the program. If you want a hands‑on role, ask potential providers whether they're comfortable working in partnership with you and your family.

Costs, fees, and contributions

Will I have to pay anything under Support at Home?

Many people will pay a contribution for certain types of services. It depends on the service category and personal circumstances. Contributions should be transparent, itemised, and only charged for services you receive. Your provider should give you a schedule of fees and explain any financial assessment requirements.

Do I pay for clinical services (like nursing)?

My Aged Care states you won't contribute to clinical support costs. In other words, there is no contribution for services in the Clinical category, which includes nursing.

How is what I pay calculated?

My Aged Care notes you may need to provide income and assets information to Services Australia. The fact sheet describes contributions varying by service type and by your means, referencing the Age Pension means test settings.

Are contributions different for everyday living vs. personal care?

Everyday living services have higher contributions, Independence services have moderate contributions, and Clinical services require no contribution.

Will service prices change when moving from Home Care Packages to Support at Home?

Often, yes. Everyday living supports can attract different contribution rules than independence supports. The key for clients is understanding the per-service price and your contribution amount before services start. Ask for examples using your typical weekly roster so you can estimate out-of-pocket costs.

Are there government price caps?

Providers will set their own prices from 1 November 2025 until 30 June 2026. From 1 July 2026, government price caps will apply.

Choosing providers and service agreements

Can I choose my provider?

Yes, once your funding is available, you can select a service provider that best suits your needs.

What should I expect when signing a service agreement?

At minimum: clear services, schedules, pricing, and how changes are managed. Providers should discuss price changes and provide a new service agreement during transition periods.

Do providers have to publish their prices?

Support at Home requires providers to publish standard prices and present them clearly to consumers. Customers should ask for a written quote based on their intended roster. Support teams should encourage clients to check that invoices match the price schedule.

Can I change providers if I'm not happy with my current one?

You have the right to change providers, but it's best done in a planned way to avoid gaps in your care.

Transitioning from Home Care Packages and "no worse off"

If I was already on a Home Care Package, will I lose my funding?

There will be a 'no worse off' principle for some existing Home Care Package participants. Eligible clients will keep an equivalent funding level, keep eligible unspent funds, and not pay more in contributions than under their package.

If I was approved for a package but still waiting, what happens?

People already approved and on the priority system before Support at Home starts may receive an equivalent Support at Home budget when funding becomes available. This depends on the government's transition rules at the time.

Need help navigating Support at Home?

Support at Home can feel complex at first, especially as you compare services, understand budgets, and work out what contributions may apply. The good news is that you do not have to figure it out alone.

If you have questions about eligibility, assessments, services, costs, or next steps, Sensible Care is here to help. We can talk you through your options, explain what to expect, and support you to access the right care for your situation. 

Feel free to reach out to us for any more questions.