The Support at Home program launched in November 2025, and thousands of Australians are now working with providers to build care plans that suit their needs and budget. Your care plan isn’t just a schedule, it’s a partnership between you and your provider, designed to keep you safe and independent at home.
Whether you’re sitting down with your provider to create you first care plan or reviewing your current one, asking the right questions can help you avoid confusion, manage costs and feel more confident about the care you are receiving. Below are five practical questions worth asking
1. Which service category does this fall under?
- Support at Home funding is grouped into three service categories, and each category has different rules around government funding and participant contributions.
- Clinical care includes services such as nursing and some allied health. These services are generally fully government funded where approved.
- Independence services may include personal care and social support. A contribution may apply depending on your circumstances, including pension status.
- Everyday Living services cover things like cleaning, gardening and meal preparation, and usually attract higher co contributions.
Ask your provider to clearly explain which category each service falls under and why. This helps you understand how your quarterly budget is being used and what costs you may need to plan for.
Why this matters: You want to know where your quarterly funding is going and how much you’ll need to contribute each month.
2. How do we manage changes if my health needs shift?
Care needs rarely stay the same. A fall, a hospital stay or a gradual change in mobility can mean your current level of support is no longer enough.
Support at Home is designed to be flexible, but changes still need to be managed carefully. Ask your provider how they handle adjustments to care, especially if changes are needed quickly.
Useful questions include:
- Who is my main contact if my needs change?
- How much notice is usually required to increase support?
- Can temporary increases be arranged after illness or hospital discharge?
Why this matters: In stressful situations, you should not be left wondering who to call or what happens next. A good provider has a clear process and keeps you informed every step of the way.
If your current provider is unable to meet changing needs, Aged Care Decisions can help you compare Support at Home providers with availability now, based on location and care requirements.
3. How does the rostering team match support workers to my preferences?
For many people, continuity of care is just as important as the services themselves. Seeing familiar faces builds trust and makes daily routines feel easier.
At the same time, staff leave, illness and roster changes do happen. It is worth understanding how your provider manages this.
Ask questions like:
- How do you aim to keep the same workers coming to my home?
- What happens if my regular worker is unavailable?
- Can I set preferences, such as language, gender?
Why this matters: You deserve to know what to expect and how much control you have over who comes into your home. Understanding this upfront helps avoid frustration later.
4. Can you explain how pricing works?
Conversations about costs can feel uncomfortable, but a good provider should be able to explain them clearly.
Under Support at Home, your contributions are generally charged as a percentage of the service price, rather than a fixed dollar amount. That percentage depends on:
- The service category
- Your circumstances, including pension status
Because providers set their own prices, the actual amount you pay can vary from one provider to another, even when the contribution percentage is the same.
Ask your provider to explain:
- What contribution percentage applies to each service
- What their price is for those services
- What that means in real dollar terms for your weekly or monthly budget
- When and how you will be invoiced
You should also ask what happens if your income or circumstances change.
Why this matters: Understanding both the percentage and the provider’s pricing helps you compare providers properly and avoid surprises. Clear explanations upfront make it easier to plan and stay in control of your budget.
See Support at Home Price List: Latest Updates for more information.
5. How often will we formally review my care plan?
Your care plan isn’t “set and forget”. Regular reviews help ensure your services are still meeting your needs, whether your budget is being used effectively and whether anything has changed since your last assessment. Care providers must review your care plan at least once every 12 months.
Ask your provider:
- How often formal reviews are scheduled
- Who leads the review, such as a care manager or nurse
- Whether family members or carers can be involved
Some providers schedule reviews periodically, while others review when you request one or when circumstances change.
Why this matters: Having agreed review points helps ensure your care plan remains relevant over time and gives you a structured way to discuss any changes you would like to make.
How Aged Care Decisions can help
If you’re not getting clear answers from your current provider, or you are preparing to choose a Support at Home provider for the first time, we can help.
Aged Care Decisions offers a free and independent service that helps families compare Support at Home providers based on what matters most to them.
We can help by:
- Matching you with providers suited to your care needs, budget and location
- Showing only providers with current availability
- Offering unbiased guidance, as we are not paid by providers for recommendations
- Supporting you with no obligation and no pressure to proceed
Tell us your postcode and care needs, and we can prepare a free Options Report with available Support at Home providers in your area.
