A Support at Home (SaH) service agreement is a written contract between you and your provider. It should clearly list your services, their agreed prices, your contribution arrangements and how your quarterly budget will be used. Service prices must be reasonable, transparent and all-inclusive. This means travel, administration and other delivery costs should be included in the stated service price. Your provider must publish typical prices online, agree your individual prices with you and provide monthly statements. Check your agreement before signing, then use monthly statements to track services and spending.
Key Takeaways
- A Support at Home (SaH) service agreement explains your services, prices, rights and responsibilities.
- Prices should be agreed with you and shown clearly in the agreement.
- Service prices include travel, administration and other delivery costs.
- Your quarterly budget includes government funding and any required participant contribution.
- Ten percent of ongoing funding is allocated to care management.
- Monthly statements help you check services, contributions and spending.
A Support at Home (SaH) service agreement formalises the arrangements between you and your provider. It brings together the practical and financial details of your support, including the services you will receive, how your budget will be used and the contributions that apply to you.
Your agreement should reflect your care plan, quarterly budget and assessed participant contribution. It is the document you can refer to when checking that your services, costs and arrangements continue to match your needs.
Before signing, take the time to review the service schedule, unit prices and review process. Make sure you understand how your provider will manage price changes, additional services and one-off costs before your support begins.
Start With the Service Schedule
The service schedule is often the most useful part of the agreement. It should list the support your provider will deliver and the agreed price for each service.
This is where a broad care plan becomes specific. Instead of “help at home”, you should see what help is planned, when it will happen and how it is priced.
For example, the schedule may include:
- Personal care at set times each week
- Domestic assistance every fortnight
- Transport to appointments
- Nursing or allied health support
- Gardening, meal preparation or other everyday living services
Read this section with the person receiving care, where possible. The plan should reflect the support they actually want and need.
Check the frequency carefully. A weekly service and a fortnightly service can look similar in a long document but have different effects on your plan.
Also check the unit used for pricing. A provider may charge by the hour, half-hour, visit, trip or item.
If the agreement says, “one unit”, ask what that unit means. A clear agreement should not leave you guessing.
Questions to Ask Before Signing
A good provider should be comfortable answering questions about their service. If anything remains unclear, ask for an explanation before you sign.
Some questions that can help guide the conversation:
- “Can you take me through this service schedule?”
- “How many hours or visits are planned for the quarter?”
- “What does this unit price include?”
- “If my needs or priorities change, how will we review the service plan?”
- “What happens if we need a service that is not listed here?”
Know What the Price Includes
Support at Home uses all-inclusive service prices. This means the price listed for each service should reflect the total cost of delivering that service.
This may include staff costs, travel, administration, subcontracting and a reasonable provider margin. Care management is charged separately and should not be included in the direct service price.
The aim is to make the true cost clear upfront, so families are not surprised by extra charges after services have been delivered.
All-inclusive pricing does not mean every provider will charge the same amount. Costs can vary depending on where services are delivered, how the provider operates and the workforce involved.
For example, a provider covering a large regional area may have higher delivery costs. Others may charge different rates for weekends, public holidays or services that require specialised staff.
These differences can be reasonable, but your provider should still be able to explain how the price has been set.
For a broader explanation of contributions and out-of-pocket costs, read our guide to Support at Home fees.
Understand How Your Agreed Price is Set
Support at Home providers must publish the price they most commonly charge for each service. These prices should be available on My Aged Care and on the provider’s website.
The price in your agreement may be different because services are not always delivered in the same way. The final price can depend on when the service is provided, where you live and the type of support you need.
If your agreed price is different from the provider’s published price, the agreement should explain why. This helps you see what is included and understand how the service will be delivered.
Price is important, but it is not the only factor to consider. Availability, local coverage, reliable service times and continuity of staff may also affect which provider is right for you.
Need help comparing Support at Home providers? Aged Care Decisions can help you understand your options and find providers that suit your needs, location and budget.
See How the Agreement Fits Your Budget
Your agreement should work alongside your care plan and individual budget. Together, these documents show the services planned and how your available funding will be used.
Ask your provider to explain how the planned service schedule fits within your quarterly budget. This can help you understand the choices available if your needs change during the quarter.
Your agreement should also explain how you will pay any participant contribution that applies to you.
For more detail, read our article on making the most of your Support at Home budget.
Read the Clauses About Change
The agreement should explain how services and prices can change. This matters if needs shift, a new service is needed or the provider updates its pricing.
Some agreements include a price variation clause. It should explain when a change may occur, how it will be worked out and why it is being applied.
Do not skim this section. It tells you what may happen after the initial agreement is signed.
Ask what notice the provider will give before a proposed change. Also ask whether the agreement will be updated when services or prices change.
If a provider proposes a new price, they will discuss it with you and reach agreement before charging it. Ask how a proposed change may affect your planned services and contribution arrangements.
Plan for One-Off Costs
Some support needs cannot be fully priced in advance. This may include assistive technology, home modifications or an occasional additional service.
Your agreement should explain how these costs will be handled. Before proceeding, the provider must give you the price in writing and obtain your agreement.
Ask for a written breakdown before deciding on equipment or modifications. This helps you understand what is included and how the cost will be managed.
Transport may work differently when the final cost cannot be known beforehand. In that case, ask the provider to discuss the expected price or price range before booking.
Use Monthly Statements to Keep Your Plan on Track
The agreement sets the plan. Your monthly statement shows what happened.
Your statement should list services delivered, the prices charged, your contribution and the government subsidy. Reading it alongside the agreement can help you and your provider keep the service plan up to date.
If something is unclear, ask your provider to talk you through it. The statement gives you a clear record of how services and funding are being used.
If spending is different from what you expected, ask what choices are available for the rest of the quarter. This is also a good time to discuss whether the service plan still meets your needs.
Know When Your Agreement Will Be Reviewed
Your provider must review an ongoing service agreement at least every 12 months. You can also ask for a review sooner if your needs, goals or circumstances change.
A review is a chance to discuss whether your services still suit you. It can also help you update the agreement before a change becomes urgent.
If the provider proposes changes, they should explain the reason clearly and give you time to consider them.
When to Seek Help
Start with your provider. Explain the part of the agreement, price or statement you would like clarified.
Keep copies of the agreement, service schedule and monthly statements. Make a short note after important conversations, especially if a service or price changes.
If you cannot resolve a concern with your provider, you can contact the Aged Care Quality and Safety Commission.
Need Help Comparing Providers?
Aged Care Decisions provides 100% free and independent support for families. We help you understand your Support at Home options and compare providers based on your needs, location and budget.
Our Aged Care Specialists do all the legwork so you don’t have to. You receive clear options and practical support to make an informed decision.
Contact us for your free provider options report today.
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