From 1 November 2025, Australia’s aged care system will undergo a significant change as the Home Care Package Program transitions to the new Support at Home program. If you currently receive a Home Care Package, this change means you will need to have a new service agreement in place with your provider.
This blog will guide you through what this means, what your rights are, and how to prepare so you can feel confident during the transition.
What is a Service Agreement?
A service agreement is a written document between you and your aged care provider. It sets out:
– The services you will receive
– The prices for each service
– Your rights and responsibilities
– The provider’s obligations
Under Support at Home, your provider may offer you an entirely new agreement or vary your existing Home Care Agreement to reflect changes in the service list and pricing.
Take Your Time Before Signing
You do not have to sign your new service agreement straight away. It’s important to:
– Read the document carefully
– Ask questions if something is unclear
– Seek help from a trusted family member, friend, or an advocacy service such as OPAN (Older Persons Advocacy Network)
Your services cannot be stopped just because you haven’t signed. Aged care providers can only end services in specific situations such as if your needs change, you cause serious harm to staff, or you fail to pay agreed fees without arranging an alternative.
Understanding Participant Contributions
In November, Services Australia will send you a letter advising your personal contribution rate.
You can:
– Wait to receive this letter before signing your service agreement — your services will continue in the meantime
– Sign earlier if you choose
Once your contribution rate is confirmed, your provider will prepare a personalised budget showing the amount you will need to pay for each service.
An online fee estimator is available to help you understand your possible costs: www.myagedcare.gov.au/upcoming-changes-aged-care-funding-how-they-affect-you#fee-estimator
Changes to Service Prices
Currently, under the Home Care Package Program, you pay separately for:
– The service itself (e.g., cleaning)
– Management and administration costs (e.g., staff travel, third-party fees)
Under Support at Home, the price for each service will be all-inclusive, covering both the service and management costs.
Prices may change if the cost of delivering services changes, but your provider cannot charge you new prices unless you agree to them in your service agreement.
Where to Get Help and Advice
If you have concerns about your new service agreement or pricing, you have the right to seek advice and support:
– Older Persons Advocacy Network (OPAN) – Free and confidential information and advocacy
– Phone: 1800 700 600
– Website: www.opan.org.au
– Aged Care Quality and Safety Commission – If your provider cannot show that their prices are reasonable, the Commission can take regulatory action.
Key Takeaways for Older Australians and Their Families
– You have time and choice when signing your Support at Home service agreement.
– You can seek independent advice before signing.
– Your services will not stop while you make your decision.
– Prices must be agreed upon before being applied.
We are committed to helping you understand these changes and supporting you every step of the way. If you have questions about your service agreement, please contact us. We’re here to help make your transition to the Support at Home program as smooth and stress-free as possible.
