Support at Home FAQs and Glossary

For Home Care Package (HCP) clients, you will retain your current HCP funding level until you are reassessed into one of the higher classification levels in Support at Home.

For new entrants to the program, you will be assessed and notified of the Support at Home classification on your Notice of Decision.

You will have a quarterly (3-monthly) budget under Support at Home.

• You and your provider will have the flexibility to manage your funding each quarter.
• If you don’t spend your budget within the quarter, you will be able to accrue a maximum of $1,000 or 10% of your quarterly budget from one quarter to the next to meet unplanned needs.

You will have access to separate funding through the new Assistive Technology and Home Modification (AT-HM) Scheme. To be eligible, a re-assessment may be needed.

No, the funds will be transferred to your new provider, including unspent funds.

Please note that there may be some delays in finalising claiming.

The funds are held on the participant’s behalf in an account managed by Services Australia. Providers claim against this funding once services are delivered.

Please contact us on 1800 692 273 to discuss our pricing schedule. Our pricing remains market-competitive, fair, and transparent.

We’ve ensured that our new Support at Home pricing list is fair and reasonable. Our goal is to ensure there is no service reduction under the latest pricing. If your services are affected, we will work with you to adjust the Care Plan and/or request a reassessment for a higher funding tier.

The amount of co-contribution depends on a few factors:

1. Your income and assets assessment outcomes
2. If you are considered a ‘grandfathered’ recipient
3. Different service categories have different co-contribution rates
4. You will only pay co-contributions on the services you have received.

You will need to apply for an assessment for Assistive Technology or Home Modification funding. You will need to use your unspent funds before you can use this budget to cover the cost of the item/modification. Care Managers will support you in being reassessed.

Your contributions are determined by Services Australia and are based on an assessment of the participant’s income, assets and the type of services being provided.

Services Australia will notify you of your contribution rate.

There is a lifetime cap of $130,000 in individual contributions across Support at Home and the non-clinical care component of their contribution to residential care. Once reached, you will not pay further individual contributions under Support at Home.

The fee reduction supplement provides financial assistance to people experiencing financial hardship who cannot pay their Support at Home contributions. To apply, you will need to submit an Aged Care Claim for financial hardship assistance form (SA462) to Services Australia. If approved, the government will pay for some or all of your aged care fees.

You won’t pay a daily Income-Tested Care Fee (ITF). A co-contribution may be required depending on your pension status and services selected, noting that not all services attract a co-contribution. There are also special discounted contribution arrangements for grandfathered clients who are currently paying an ITF, which is significantly lower than the regular Support at Home co-contribution rate. Also, because of the Government’s ‘no worse-off’ principle for Grandfathered, you won’t pay more than what you currently pay.

We will include your contribution amount on your monthly invoice. We will not automatically deduct the fee from your pensions or process it without informing you of the amount and confirming your method of payment.

Services Australia uses the term ‘grandfathered’ to describe Home Care Package recipients who, on 12 September 2024, were either receiving a package under the National Priority System or assessed as eligible for a package.

Grandfathered clients will be no worse off under the contribution arrangements for Support at Home. You will make the same or lower financial contributions than you currently do under your Home Care Package.

This will depend on the services you receive in each category on the service list. For grandfathered clients, the no worse off clause will apply, which means the maximum co-contribution you will pay is the same as your income-tested fee. If most of the services you receive are in the categories where the co-contribution % is low, you may pay less than the income-tested fee. Chat to us today, and we can help you calculate your fees under Support at Home.

Yes, you will be grandfathered forever, regardless of re-assessment.

You are grandfathered for several aspects:

• Your co-contribution amount, depending on when you entered the program
• If you were receiving a Dementia and Cognition Supplement, you will continue to receive this
• If you haven’t been reassessed under Support at Home, you are eligible to access any service on the Support at Home service list. If a reassessment occurs, you will only be eligible to receive services outlined on your Notice of Decision and support plan.

There is nothing you need to do – your grandfathered status will be automatically applied.

No, your unspent funds balance will remain under Support at Home.

You can keep and use your HCP unspent funds until they are exhausted. You will not lose these on re-assessment, and they are not time-limited.

Your unspent funds may be used to access additional services if a quarterly budget is fully allocated, or for assistive technology and home modifications, if approved.

We will determine a fair and reasonable price for each service, regardless of whether it’s delivered by Ozcare or brokered providers. In most cases, if we agree with the brokered provider on the price, there will be no change to your supplier, and we will obtain your consent to the new pricing. If we cannot agree on the price because the brokered provider is charging way beyond what is considered reasonable, we will arrange an alternative supplier to ensure you receive your services.

Yes, our new pricing schedule is on our website. For existing clients, the new pricing schedule was effective before November 1 and was provided to all clients.

If you were approved before 12 September 2024, there is a significant advantage in entering a Home Care Package now, as your co-contribution will be grandfathered. You may need to pay the daily income-tested fee between now and November 1, 2025. Now Support at Home has started, your co-contribution will be based solely on the services you consume, and there will be no daily fee from now on. To minimise your daily income-tested fee, you can wait until you’re about to hit the 56-day limit (time allowed to enter a service agreement with a provider) or even ask for an additional 28-day extension. If you decline the package, you may lose your grandfathered status if you wish to re-enter in the future.

If you were not approved before 12 September 2024, there is still a benefit in entering the HCP program. Your co-contribution will be based on the services you consume rather than a daily income-tested fee from 1 July. This means, for example, if you’re only receiving clinical services, there will be no co-contribution expected; or if you’re receiving personal care, the co-contribution will be between 5-50%. If you decline the package, you may need to re-enter the National Priority System and rejoin the waiting list.

If you need packaged care, it is advisable to request an assessment as soon as possible to avoid delays in accessing the care you need.

A no worse off principle will apply to you if, on 12 September 2024, you were either receiving a package on the National Priority System or assessed as eligible for a package. You will be no worse off because of the reforms – you will make the same contributions, or lower, than you would have had under Home Care Package (HCP) program arrangements.

People with an approved but unallocated package in the National Priority System will receive a Support at Home budget aligned with their approved Home Care Package, when available. If you are reassessed at a later date and awarded a higher budget, the new Support at Home classifications will apply.

Grandfathering arrangements for co-contributions continue to apply even when you are reassessed and reclassified.

If you’re an existing HCP client, you will automatically join the Support at Home program on November 1, 2025. Otherwise, you can enter Support at Home by applying for a MyAgedCare assessment, which will assess your needs and decide if you are eligible for Support at Home funding.

Yes, you will have a budget assigned based on a pro rata share.

There is a defined Support at Home services list, which essentially covers the services you would receive under HCP:

• Clinical care (e.g. nursing care, occupational therapy, continence care).
• Independence (e.g. help with showering, getting dressed or taking medications, transport or respite care).
• Everyday living (e.g. cleaning, gardening, shopping or meal preparation).

Yes, under the single-provider model, Ozcare will provide all the services you may need. In certain areas, we may leverage partnerships and subcontractors (e.g. assistive technology providers and installers), but Ozcare is ultimately responsible for the outcomes of these services.

Yes, under the single-provider model, Ozcare will provide all the services you may need.

Yes, under the single-provider model, Ozcare will provide all the services you may need.

If you’re an HCP recipient, you can select any services on the service list based on your needs and goals until your reassessment under Support at Home.

If you’re new to Support at Home or have been reassessed under Support at Home, you will not be automatically eligible for all services on the list. The services you are eligible for will be based on your assessed needs and outlined in your Notice of Decision and support plan. We can support you in choosing the mix of services you need, provided they align with your assessed needs.

No, Support at Home operates on a single-provider model, with all services overseen and delivered by a single registered provider. You will have two options for managing your care: through the service provider or self-management. Provider-managed means working in partnership with you and your care goals. Care partners will coordinate and source the appropriate services to meet your needs. As a self-managed consumer, you may be able to select your own aged care workers to meet your care needs and goals (including third-party workers). However, Ozcare does not offer self-management, which means that if you choose Ozcare as your provider, you cannot use another provider for other services.

Yes, if you are already at capacity with your current level and paying privately for additional supports, then we can arrange for you to be reassessed for a new classification level under Support at Home. The maximum classification (level 8) is $78,000 per year, a significant increase from HCP level 4 at $61,000.

Services Australia has committed to reducing wait times for assessment and reassessment. We do not have further information on what that might look like just yet.

You were automatically transitioned to Support at Home on November 1, 2025.

We recommend that you speak with your Care Partner or review our Support at Home resources if you have questions or concerns.

No, you will automatically transition to Support at Home effective November 1, 2025, at the same funding level as your current HCP, unless your needs or circumstances change; in that case, your Care Partner can assist you with a reassessment.

Absolutely. We will ensure a smooth transition to avoid any disruption to your current services.

Your friendly Care Partner is here to help guide you through this transition. You can also call us on 1800 692 273 if you have any questions or concerns.

In most cases, if your care plan meets your goals, it should not change. The new pricing structure may affect how many services you can receive within your budget. If so, we will work with you to adjust your care plan and/or request a reassessment for a higher funding tier. Of course, if your needs change, we will be there to help you adjust your care plan to meet your goals.

You will continue the process using your unspent funds. If additional funding is required, you may access the AT-HM stream by applying for a further assessment.

There was a need to upgrade the current client management system. The new system required that each visit be separated into individual services, e.g., personal care and meal preparation, which are now treated as two separate services. This aligns with the Support at Home Program guidelines, which require a service list, with each service having an agreed-upon price and co-contribution amount. Clients will only be charged for the services they receive, including their co-contribution.

Yes, we will include side-by-side comparison examples in our upcoming communications and on our website. Your Care Partner can also walk you through the scenarios and provide personalised advice on your situation.

We have reinforced our dedicated team to work through all new requirements, retrain our workforce, and ensure clients feel informed and supported throughout this process.

Your co-contributions are determined by Services Australia and are based on an assessment of your income and assets and the type of service being provided. Your co-contribution amounts will be reviewed during your reassessment under Support at Home.

A concession card to get cheaper health care and some discounts if you’ve reached the Age Pension age. Whether you hold or are eligible for a CSHC will have flow-on effects for your co-contribution arrangements.

The Support at Home program replaced Home Care Packages and the Short-Term Restorative Care Programme from November 1, 2025. Under the new Support at Home program, there will be improved access to services, products, equipment, and home modifications to help older adults remain healthy, active, and socially connected to their communities.

Some key changes from the existing Home Care Package system:

• Moving to a quarterly budget
• A defined service list
• Care management funding is set at 10% of all quarterly budgets
• Separately funded Assistive Technology and Home Modifications (AT-HM) Scheme.

You can be reassessed to a higher classification level in the Support at Home program if your needs change.

If you were either receiving a Home Care Package or assessed as eligible for a package before or on 12 September 2024. This means the government’s “No worse off” principle applies to you.

The current program under which you receive services for in-home care. From November 1 2025, the Home Care Package system will be phased out in favour of the new Support at Home program.

The income-tested care fee is an additional contribution that some people pay, based on an income assessment. This fee is different for everyone. It’s based on your individual income, including your pension. However, full pensioners and individuals with incomes up to $33,849.40 do not pay an income-tested care fee. The ITF will replace the co-contribution model under Support at Home.

The Government administers the National Priority system to manage the demand for Home Care Packages. A person may need to wait until a package is available for assignment.

If you received or were assessed as eligible for a Home Care Package (HCP) before or on 12 September 2024, you qualify for Services Australia’s “no worse off” principle.

• If you don’t pay any income-tested care fee (ITF), this will stay the same
• If you currently pay an ITF, co-contribution will replace the income-tested fees, meaning you will only pay co-contribution on the services you use, as opposed to a daily fee.
• Your co-contribution will be capped at the current ITF, but it may be reduced depending on the services you receive.
• The “no worse off principle” will apply indefinitely, even if you get reassessed.

The government agency responsible for payments and services for people retiring or accessing aged care. This department administers the current Home Care Package system and developed the new Support at Home program.