1.0 Purpose and scope
This policy explains how Each sets customer contribution fees for Commonwealth Home Support Program (CHSP) services, and supports customers who are experiencing financial hardship. It ensures fees are fair, transparent and consistent.
This policy applies to:
- All CHSP services delivered by Each
- All Each staff involved in CHSP services
- All CHSP customers
2.0 Policy statement
2.1 CHSP Program Overview
CHSP is a government subsidised program for eligible older people. Each is funded to deliver:
- Allied health and therapy
- Nursing
- Social Support Groups
Customers are required to pay a contribution towards their services.
2.2 Principles Each follows for Setting Contributions
Each follows the principles from the National CHSP Client Contribution Framework:
- Consistency: People who can afford to contribute should do so, and fees will not exceed the cost of delivering the service
- Transparency: Fee information is publicly available and explained to all customers
- Hardship: Support is available for customers who cannot pay
- Reporting: Each reports customer contributions to the Commonwealth
- Fairness: Individual circumstances are considered
- Sustainability: Contributions support ongoing CHSP services
2.3 Customer Contributions
- Eligibility is assessed through My Aged Care before services start
- Contributions must be paid privately, not through other Government funding
- Contribution amounts are in the Fee Schedule, provided to new customers and on the Each website
- The Fee Schedule is regularly reviewed
- Fees and payment details are explained upfront, included in the Customer Service Agreement and agreed to before services begin
2.4 Payment and Invoicing
- Payments are usually made on the day of service (EFTPOS or cash payments)
- If invoiced, fees must be paid within 30 days
- Refunds for overpayment will be provided as required under the Aged Care Act 2024
2.5 Cancellation
If a customer cancels a service with less than two business days’ notice, the full fee may still apply.
2.6 Non-payment
Each will follow up on unpaid fees, offer payment options and may apply interest to overdue amounts. Each will work with customers to find a suitable resolution.
2.7 Financial Hardship
Each understands some customers may not be able to pay their contribution without impacting their ability to cover essential living expenses. Customers will not be disadvantaged if they cannot pay due to financial hardship.
2.7.1 Applying for Financial Hardship Assistance
Each understands some customers may not be able to pay their contribution without impacting their ability to cover essential living expenses. Customers will not be disadvantaged if they cannot pay due to financial hardship.
2.7.2 Evidence Required
Customers may need to provide information about income, expenses and the reason for the request.
2.7.3 Privacy and Confidentiality
All information is kept private and will only be used for the purpose of assessing the financial hardship application.
2.7.4 Review of Decisions
Customers can ask for a decision to be reviewed at any time or make a complaint if they feel their situation was not considered fairly
2.8 Responsibilities
Each is responsible for:
- Setting and explaining fair and transparent fees
- Making this Policy and the Fee Schedule available
- Protecting customer privacy
- Documenting contribution amounts on the Customer Service Agreement
- Reporting contributions to the Commonwealth
- Assessing financial hardship applications fairly and consistently
Customers are responsible for:
- Providing accurate information
- Telling Each about changes to their financial circumstances
- Paying agreed contributions unless a fee waiver or reduction has been approved
3.0 Definitions
Commonwealth Home Support Program: Government funded entry level support for older people.
Customer: Each is committed to being a customer centric organisation. Our broad definition of customer means we are inclusive of all people who interact or engage with us, either externally or internally. Our customers include consumers, clients, participants, patients, carers, the community, stakeholders, partners, staff, volunteers and members.
Customer contribution: The amount a customer pays toward the CHSP services.
Customer service agreement: Agreement between Each and the customer.
Fee Schedule: List of service fees.
Financial Hardship:Circumstances where an individual is unable to pay without affecting essential living expenses.
Fee waiver or reduction:A decision to lower or remove a customer contribution due to financial hardship.
My Aged Care: The government entry point for accessing aged care assessment and services.
4.0 Document owner
The Older Adult Leadership Team is the subject matter expert and the people responsible for this document review.
5.0 References and related documents
5.1 Related Each documents
- CHSP Customer Contribution and Financial Hardship Procedure
- Debt Management Policy and Procedure
- Privacy Policy
5.2 External sources, resources, standards, regulation and law
- Aged Care Act 2024
- Aged Care Rules 2025
- CHSP National Unit Price Ranges and Guide to the National CHSP Client Contributions Framework
- Commonwealth Home Support Program Manual 2025-2027
- Strengthened Aged Care Quality Standards