Frequently Asked Questions

Support at Home is the Australian Government program that helps eligible older people live independently at home for longer. It replaced the Home Care Packages and Short-Term Restorative Care programs from 1 November 2025 and provides ongoing services, restorative care and end-of-life pathways.

Contact My Aged Care for an eligibility check and assessment. If approved, you receive a Notice of Decision and support plan showing your classification, goals and approved service types. A provider cannot decide your eligibility, but we can explain the process and help you prepare questions.

Approved services may include nursing and other clinical supports, personal care, allied health, transport, social support, domestic assistance, meals, home maintenance, assistive technology and home modifications. What you can receive depends on your assessment, support plan, available budget and the official service list.

The Restorative Care Pathway provides time-limited, goal-focused support intended to maintain or regain function. The End-of-Life Pathway provides additional short-term funding for eligible people who wish to remain at home near the end of life. Assistive technology and home-modification funding is also available according to assessed need and program rules.

Yes. With your consent, a family member, carer, supporter or authorised representative can participate in meetings and decisions. Your preferences and rights remain central, and you can also seek independent advocacy.

Ongoing participants receive one of eight funding classifications, generally allocated as a quarterly budget. Services must be approved, included in your care plan and affordable within the available budget. A limited amount of unspent funding can carry into the next quarter under program rules.

Every ongoing participant receives care management from a care partner, including planning, coordination, monitoring and reviewing services as needs change. For ongoing services, 10% of the quarterly budget is allocated to care management, including when a participant self-manages some activities.

Clinical supports such as nursing generally do not attract participant contributions. Contributions for independence and everyday-living services depend on the service category and your financial circumstances as assessed by Services Australia. Personal care is listed under Clinical Supports on this website. From 1 October 2026, approved personal care moves to the clinical-support contribution category, so no participant contribution applies when funding is available. Rules can change, so confirm the current position before services begin.

Prices should be reasonable, transparent and agreed before you are charged. Ask whether the price is all-inclusive, how cancellations are handled and what each service will cost against your budget. Do not rely only on an hourly headline price—compare what is included and the quality and continuity offered.

View the temporary test pricing schedule →

Testing notice: The temporary page previews the planned schedule format. It contains no approved prices and must not be used for service or financial decisions.

Your provider must give you a monthly statement showing services delivered, amounts claimed, contributions paid and the remaining quarterly budget. Ask promptly about anything you do not recognise or understand.

Compare registration and service capability, prices, worker qualifications and screening, availability in your area, cultural safety, communication, continuity of workers, after-hours arrangements, cancellation terms, complaint processes and how the provider will respond when your needs change.

Support at Home generally links each participant to one registered provider responsible for the service agreement, care management, coordination, delivery and claiming. That provider may arrange another organisation to deliver an approved service, but remains responsible for oversight. Ask who will actually deliver each service and how quality will be monitored.

Read the services, prices, start date, responsibilities, cancellation rules, privacy arrangements, complaints process, circumstances for changing or ending services and how external workers may be used. Ask for plain-language explanations and do not feel pressured to sign before you understand it.

You can discuss preferences such as language, culture, gender, communication style and timing. A provider may not always be able to guarantee a particular worker, but should listen, explain what is possible and aim for suitable, consistent support.

Yes. You can change your Support at Home provider at any time and for any reason without an exit fee. Check your agreement, choose a new provider, agree on exact end and start dates and ensure the providers have the information needed to transfer your budget and services safely.

We combine a local service focus with person-led planning. Our aim is to understand what matters to you, explain choices clearly and coordinate approved supports around your goals, routines, culture and home life—not make you fit a one-size-fits-all schedule.

We support clients across Brisbane, Moreton Bay, Logan, Ipswich and Redland City. Availability depends on the service required, worker capacity and location, so contact us to discuss your suburb and preferred schedule.

We work with you and, if you wish, your supporters to translate your approved support plan into practical services and an individualised budget. We explain what can be funded, agree on prices before delivery and review the plan when your goals, health or circumstances change.

We ask rather than assume. This includes listening to preferences about language, food, faith, family involvement, identity, communication, routines and worker matching. We welcome diverse communities and will tell you honestly what arrangements we can provide.

Where permitted and appropriate, we can discuss coordinating an approved service through a suitable third party. We will explain who will deliver it, the agreed price and how it fits your plan. We remain focused on continuity, communication and oversight.

You have rights to dignity, respect, privacy, safe and quality care, communication you understand, choice and control, support from an advocate and the ability to give feedback or complain without reprisal. Providers and workers must follow applicable aged-care obligations and the Code of Conduct.

Role requirements may include qualifications, professional registration, reference checks and an eligible police certificate or recognised NDIS Worker Screening Check. Providers must also support workers with appropriate orientation, supervision, policies and ongoing learning for their duties.

Tell your care partner promptly. We can review the service mix and care plan within your existing approvals and budget. If the support plan no longer reflects your needs, you or the provider can request a Support Plan Review through the assessment system.

You can use our online feedback form to share a compliment, suggestion or complaint, including anonymously, or call us on 1300 193 172. A supporter or advocate can assist you, and you may also contact the Aged Care Quality and Safety Commission. We handle complaints fairly, respectfully and without adverse treatment because you spoke up.

My Aged Care can explain access and provider options. The Older Persons Advocacy Network offers free independent advocacy, and the Aged Care Quality and Safety Commission accepts concerns and complaints. These organisations are independent of Driven by Care Australia.