Support at home FAQs

1. What does the new program mean for me if I’m already receiving a package?

If you’re already receiving a Home Care Package – or approved and waiting for one – on or before 12 September 2024, you’ll be considered a ‘grandfathered’ client under the new system. That means your support will continue and in most cases your costs will stay the same.

There are two main groups of grandfathered clients:

• If you're not currently paying a contribution (for example, if you receive a full pension), your services will continue without any new costs. You won’t have to start paying under the new system.
• If you're currently paying an income-tested care fee, you’ll continue to contribute towards your care – but you won’t pay more than you do now. In some cases, your fees may even go down.

2. How do I access this funding?

If you haven’t already been approved for support by the Australian Government, the first step is to register with My Aged Care by calling 1800 200 422. From there:

1. You'll be connected with an assessment organisation.
2. A trained assessor will work with you to understand your needs and develop a personalised support plan.

You’ll receive a letter confirming if you’ve been approved for funding. If you are approved for short-term or ongoing funding, you’ll be registered in the Support at Home program while you wait for your funding to be allocated.

If you need help navigating this process, call Each's Support at Home team on 1300 003 227.

3. What are the changes in the new system?

The Support at Home program introduces several key aged care updates:

• 10 funding levels – 8 for ongoing services (in addition to the 4 levels that have been transitioned). This means there are more categories to help align your funding with your level of need. There are also 3 short-term pathways – restorative care, end-of-life care, and funding for assistive technology and home modifications.
• Fairer fees: You won’t pay anything for clinical care services such as nursing care, occupational therapy and physiotherapy. Contributions for other services will be based on your income, as assessed by Services Australia on behalf of the Australian Government.
• Quarterly budgets: Your funding is paid every three months. You can save up to $1,000 or 10% of your budget (whichever is greater) to use in the following quarter. If you’re a grandfathered client with unspent funds, you’ll keep those funds and can use them for extra services.
• Assistive technology and home modifications: These are funded separately based on your assessed needs.
• Case management support: 10% of your funds will be set aside to help fund case management.
• Standardised service list: You’ll be approved for services that match your assessed needs.

4. Are there short-term support options in Support at Home?

Yes. The program includes three short-term pathways: restorative care, end-of-life care, and funding for assistive technology and home modifications. These supports are designed to help you live safely and independently at home, based on your assessed needs.

5. When will this come into effect and where can I get assistance?

The Support at Home program began on 1 November 2025.

If you have questions or need support, there are a few places you can turn:

• Each’s Support at Home team – Call us on 1300 003 227 and we’ll walk you through these home care changes
• My Aged Care – Call 1800 200 422 or visit myagedcare.gov.au
• Department of Health, Disability and Ageing – Visit health.gov.au for helpful fact sheets and resources.