Question: What is this blog about?

Answer: 

It answers frequently asked questions from older people, families and carers about the 'Support at Home' program.

Question: Who can I contact for help with my personal situation?

Answer: 

• Call Rural Lifestyle Options Australia on 1300 032 175

• Call the My Aged Care Contact Centre on 1800 200 422

• Visit an Aged Care Specialist Officer (ACSO) at select Services Australia centres

  
  

Question: How can I get printed information about Support at Home?

Answer: 

• Ask us to print it for you from our Main Office

• Ask at your local library

• Call National Mailing and Marketing on 02 6269 1000 to request a copy

• Order fact sheets from National Mailing and Marketing

• Speak with your home care provider if you’re already receiving care

  
  

Question: What happens when I move from a Home Care Package to Support at Home?

Answer: 

• You will transition on 1 November 2025

• Your budget will match your current funding level

• Unspent funds can be used for services like assistive technology or home modifications

• You will have access to all services without needing a reassessment

• You will need to sign a new or updated service agreement

• Service prices may change, but protections are in place to keep them reasonable and transparent

  
  

Question: How will I know what my contribution rate is?

Answer: 

• The department will send you a letter with details

• From 1 November 2025, Services Australia will confirm your rate and send a fee advice letter

• If more information is needed, you will be asked to provide income and asset details

• Use the fee estimator to preview your contributions

  
  

Question: What if I receive CHSP services?

Answer: 

• CHSP will transition to Support at Home no earlier than 1 July 2027

• To continue receiving CHSP services from 1 November 2025, you must have had an aged care assessment

• If you have already been assessed, you’ll continue receiving services

• If not, request an assessment before 1 November 2025

• If your needs become more complex, you may be eligible for Support at Home

  
  

Question: What services are covered under Support at Home?

Answer: 

The service list includes three categories:

• Clinical supports

• Independence

• Everyday living

  
  

Question: What category does osteopathy fall under?

Answer: 

Osteopathy is listed under ‘independence’ in ‘therapeutic services for independent living’.

Question: Is there a dementia supplement under Support at Home?

Answer: 

• Support at Home continues to support people with dementia

• Higher funding is available for those with complex needs

• Funding is based on assessments, including cognitive ability

• If you receive the Dementia and Cognition Supplement as of 31 October 2025, you will continue to receive it

Question: Can I still use Cabcharge and rideshare services?

Answer: 

Yes. These are listed under ‘indirect transport’ in the Support at Home service list.

Question: Will there be a cap on service prices?

Answer: 

• Providers currently set their own prices

• From 1 July 2026, the government will introduce price caps

• Providers must keep prices at or below the cap

• Your provider will inform you of any price changes before you agree to them

Question: Will providers charge administration fees on top of the service price?

Answer: 

No. Under Support at Home, the price for each service already includes administration costs. You won’t be charged extra for package management like you were under the Home Care Packages (HCP) Program.

Question: If I’m self-managing, why do I still pay a percentage of my budget to a provider for care management?

Answer: 

All participants receiving ongoing services will have 10% of their budget allocated to care management even if they self-manage. This covers oversight of quality, safety, governance and compliance.

Question: Can I use my AT-HM funding for occupational therapy assessments?

Answer: 

Yes, if the appointment is mainly for prescribing assistive technology or related services like education or follow-up. AT-HM funding covers products, equipment, home modifications and associated services. Occupational therapy is also listed under ‘Allied health and other therapeutic services’.

Question: Why do I have to pay a contribution for personal hygiene and showering?

Answer: 

Showering support falls under the ‘independence’ category, not ‘clinical supports’. Clinical supports are fully funded and must be delivered by qualified health professionals. Independence services, like showering assistance, help older people stay independent at home and require a participant contribution.

Question: What if I can’t afford to pay for my contributions?

Answer: 

You may be eligible for financial hardship assistance. If approved, the government will pay some or all of your aged care fees directly to your provider. To apply, complete the Aged Care Claim for financial hardship assistance form (SA462). Services Australia will assess your application within 28 days.

Question: What is the government doing about long wait times for assessments or services?

Answer: 

The government is working with assessment organisations to improve staffing, training, and systems to ensure timely assessments, especially as the new Aged Care Act begins.

Question: Will I need a Support Plan Review (SPR) every time my needs change?

Answer: 

Not always. You or your provider can request a review if:

• Your needs or goals change

• You need services not on your current plan

• A time-limited service ends

However, many changes can be managed without a full review. When transitioning from HCP to Support at Home, you won’t need reassessment to access different services.

Question: Who can I talk to about my rights?

Answer: 

• Call the Older Persons Advocacy Network (OPAN) on 1800 700 600

• Visit OPAN’s website

• Speak to an Elder Care Support worker at your local health service or visit the National Aboriginal Community Controlled Health Organisation’s website

Question: Will I receive more letters from the department about Support at Home?

Answer: 

Yes. The department will send letters to HCP recipients with details about:

• Your unspent funds

• Contribution rates based on your circumstances

  
  

You can also find more information on the My Aged Care website, speak to your provider, or contact OPAN or an Elder Care Support worker.

Question: How can RLOA help me?

Answer: 

At RLOA, our mission is to help you live well and for longer by staying in the home you love, supported by people who listen, understand and care.

Whether you are transitioning into Support at Home or want care support without waiting, we are here to ensure the journey is smooth, empowering and tailored to you.

Want to take the next step?

Get in touch with our team by calling 1300 032 175 or by emailing agedcare@rloa.org.au today!