From 1 November 2025, older Australians receiving care under the Home Care Package (HCP) program will begin transitioning to a new service model called Support at Home.
This new approach aims to enhance how care services are delivered in the community, but it also introduces important changes, especially around service agreements and pricing. Understanding these changes is vital to ensure a smooth transition and continued access to the care you need.
This article provides clear, important messages about service agreements under Support at Home for older people and their families. It explains what you can expect, what your rights are, and where to find support to help you make informed decisions about your care.
What is a Service Agreement?
A service agreement is a formal document between you and your care provider that outlines the details of the services you will receive, the costs, and both your responsibilities and those of the provider. Under the Support at Home program, signing a service agreement is a necessary step in the transition from the Home Care Package.
Your provider may ask you to sign either:
- A brand-new service agreement that clearly reflects the Support at Home program’s structure, or
- A variation or amendment to your existing Home Care Agreement that focuses only on updated areas such as the new list of services and pricing.
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.
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