From 1 November 2025, Australia’s aged care system will deliver government-funded home care through a new model known as Support at Home. This applies to people already receiving care, as well as older Australians and families who are exploring home care for the first time.
A key part of accessing Support at Home services is the service agreement. This document sets out what services will be provided, how much they cost, and the rights and responsibilities of both you and your chosen provider. Understanding how these agreements work, before you sign anything, plays an important role in protecting your choices and your care.
This article explains Support at Home service agreements in clear terms for older people and their families. It covers what to expect, what your rights are, and where to get help so you can make informed decisions with confidence, whether you are new to home care or already receiving support.
What is a Support at Home Service Agreement?
A Support at Home service agreement is a written agreement between you and your chosen home care provider. It explains:
- The services you will receive
- The price of each service
- How and when services are delivered
- The rights and responsibilities of both you and the provider
A service agreement is required before Support at Home services can be delivered. This applies whether you are new to government-funded home care or already receiving services.
Importantly, a service agreement does not affect your eligibility for Support at Home funding. Its purpose is to document how your care will be delivered once a provider is involved, not to determine whether you qualify for support.
What Signing a Service Agreement Means, and What It Does Not
Signing a Support at Home service agreement means you consent to receive specific services at agreed prices from a particular provider. It does not lock you into that provider long-term, remove your right to change services, or prevent you from switching providers later if your needs or circumstances change.
Some parts of the agreement are set by government rules, such as consumer protections and pricing transparency requirements. Other parts, including how services are delivered and how prices are presented, are determined by the provider. This is why service agreements can differ between providers.
New Agreements and Updated Agreements
Depending on your situation, your provider may ask you to sign either:
- A new Support at Home service agreement, written specifically for the Support at Home program, or
- An updated version of your existing agreement, which focuses only on changes such as the new service list and pricing structure
You should be given time to review any agreement before signing. Services should continue while you consider the document, and you are entitled to ask questions or seek help if anything is unclear.
What Must Be Included in a Support at Home Service Agreement?
A Support at Home service agreement must clearly document how your care will be delivered and what you agree to pay. While providers may present agreements differently, there are core elements that should always be included so you can understand and compare your options.
Services to Be Provided
The agreement should list the specific services you will receive, described in plain language. This may include clinical care, personal care, independence supports, or everyday living supports. It should be clear what is included and how often services will be delivered.
Pricing and Fees
Each service must have a clear price. Under Support at Home, prices are presented as an all-inclusive amount for each service. Package management fees are not permitted. The agreement should show:
- The price for each service
- Any participant contribution you are required to pay
- How and when payments are made
You should not be charged fees that are not set out in the agreement.
Your Rights and Responsibilities
The agreement must explain your rights as a care recipient, including your right to choice, dignity, and safe care. It should also outline your responsibilities, such as providing accurate information, treating staff respectfully, and paying agreed fees.
Provider Responsibilities
Your provider’s obligations should be clearly stated. This includes delivering services as agreed, communicating changes in advance, and handling your information appropriately.
How Changes Are Managed
Your needs may change over time. The agreement should explain:
- How services or prices can be changed
- How much notice you will receive
- How your consent is recorded before changes take effect
Ending or Changing the Agreement
There should be clear information about:
- How you can change providers
- Notice periods, if any
- Circumstances where services may lawfully end
This helps you understand your options if your situation changes.
Taking Time to Review Your Agreement
It is important to carefully review the service agreement before signing it. This is your opportunity to ensure the document fully reflects your needs and preferences. Key details to look for include:
The specific services that will be provided to you,
- The price or cost of each service,
- Your responsibilities and rights as a care recipient.
You are encouraged to ask questions if anything is unclear. Remember, signing your service agreement is an important step, so take the time you need. Your provider cannot stop providing services just because you have not signed a new agreement.
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When Can Services Be Stopped?
While providers cannot end services simply because you refuse or delay signing, there are defined circumstances where care may be ceased, as outlined by the law, such as:
If your condition changes so that your needs are better met through a different type of aged care service,
- If your care needs exceed what your provider can safely support at home,
- If you purposely harm staff or create unsafe conditions,
- If you have failed to pay fees or contributions without negotiating alternative payment options,
- When your provider gives written notice of their intention to stop providing services under these conditions.
If you face any of these situations, it is important to communicate openly with your provider and seek advice from advocacy services to understand your options.
Understanding Your Participant Contribution
An important change under Support at Home is how your individual contribution, in other words your out-of-pocket fees, will be calculated and communicated. Services Australia will send you a letter in November 2025, providing final advice on the contribution rate that applies to you.
If you prefer, you can wait to receive this letter before signing your new service agreement. You will continue to receive your current services while you wait.
Alternatively, if you are confident, you can sign your service agreement before getting your personal contribution rate. Once your provider also receives this information from Services Australia, they will update your individualised budget to clearly show what you will pay for each service.
This budget includes:
- How the contributions framework works,
- Your specific contribution rate,
- A clear statement that you agree to pay all fees or contributions required under the law.
Changes in Prices Explained
You may notice that the prices listed for your services under Support at Home differ from what you paid under the Home Care Package program. This is because the way prices are structured has changed significantly:
Previously, under the Home Care Package, you were charged separately for each individual service (for example, cleaning, personal care).
Additionally, you were billed separately for package management costs like staff travel time and third-party expenses.
Under Support at Home, these costs are bundled, so that the price you see for each service is an all-inclusive total fee. This means you will pay one price that covers both the service itself and any associated costs. What’s more, package management fees will no longer be applicable, and are in fact, banned under Support at Home.
Prices may also have changed if the cost of providing your care services has changed, such as due to inflation or changes in staffing.
However, your provider must have your consent to these new prices within the service agreement. They cannot charge you any fees you have not agreed to in writing.
Getting Help to Understand Your Agreement and Pricing
Making sense about aged care services and agreements can seem a bit much, but you’re not alone. There are several ways to get support:
For instance, you can ask a registered supporter, a family member, or a trusted friend to help you review and understand your service agreement and budget.
Seeking advice from legal or financial professionals may be helpful if you want more detailed information about contracts and payment.
Our experienced and helpful Placement Specialists here at Aged Care Decisions can help explain the fee structure to you.
What to Do if You Have Concerns or a Complaint
If something in your service agreement or pricing seems unfair, start by talking directly to your care provider. They should be willing to explain the terms in plain language and resolve any concerns.
If you remain worried after these discussions, you have the option to contact The Aged Care Quality and Safety Commission, which regulates aged care providers and can investigate pricing issues,
Filing a complaint is your right, and assistance is available to make it straightforward and effective.
Tools to Help You Plan and Understand Costs
To aid in understanding how changes will affect you financially, an online fee estimator is available at the My Aged Care website. This tool can help you see approximate contributions and fees based on your personal circumstances.
Using such resources alongside one-on-one discussions with your provider or advocate can significantly improve your confidence in managing your aged care services.
At the heart of Support at Home is a commitment to empower older people to remain living independently and safely in their homes or community. Signing a clear, fair service agreement is a key part of this process.
You have the right to:
Understand every part of your agreement before signing,
- Take as much time as you need to review documents,
- Ask for help from advocates, family, or professionals,
- Have access to transparent pricing information,
- Continue to receive care while decisions are being made,
- Raise concerns or complaints without fear of losing service.
By being aware of what to expect in your service agreement, how fees are structured, and where to get help, you can approach this change confidently.
Additionally, our team right here at Aged Care Decisions is here to help you navigate your way through. Our FAST, FREE and INDEPENDENT service has to-date helped thousands of families every year ease the complications the aged care journey can bring.
Here’s how our FREE service works:
