Support at Home – new pricing and consumer safeguards

The Australian Government’s Support at Home program started on 1 November and providers can continue to set their own prices. So, consumers may see changes to the prices of services they receive.

Importantly, the government has put protections in place so they can be sure those prices are reasonable and transparent. More on those protections a little later.

But first, what is Support at Home?

Support at Home

The Support at Home program replaces the Home Care Packages (HCP) Program and the Short-Term Restorative Care Programme.

The Commonwealth Home Support Program (CHSP) will transition no earlier than 1 July 2027. Until then, the CHSP will continue operating. This staged approach will give CHSP providers time to adjust to the new arrangements.

More information about the Support at Home program and how it works is available on the My Aged Care website.

Pricing changes

The prices for services may look different to what you have been paying.

For example, under the HCP Program, you were charged for a service (e.g. cleaning) and charged separately for package management (e.g. provider and third-party costs) and staff travel.

Under Support at Home, the price for each service includes those costs and that is the total price you will pay. This should make it easier to see exactly how much care you have received and how much of your budget has been spent.

You may be assessed by the government as needing to make a contribution for ‘independence’ or ‘everyday living’ services. Further information is available on the services that are available under Support at Home and participant contributions.

Importantly, you will not have to pay anything for clinical care, such as nursing. The government will fund all clinical care costs.

How do I know my prices are reasonable?

A reasonable price reflects what it costs your provider to deliver the service to you.

The price can include:

• The wages of your aged care workers
• Administration and overheads
• Travel
• Sub-contracting.

The department published indicative price ranges for most Support at Home services, which can help you to compare you provider’s prices with other providers across the country. This pricing information was collected from HCP providers in February 2025. These are not price caps or recommended prices. The indicative prices reflect what HCP providers reported they intended to charge when Support at Home was due to commence from 1 July 2025.

What are unreasonable prices?

Prices must take into account all the funding your provider already receives from government to provide your care. For example, if your provider gets subsidies or grants to deliver services in rural or remote regions, their prices must reflect that funding.

Your provider is not allowed to charge you separately for package management or staff travel. You cannot be asked to pay a contribution to the cost of clinical care, including care management. If you see charges for these items, you should ask your provider about it.

How will the government make sure prices are reasonable?

The department is introducing additional consumer protections to make sure your Support at Home prices are reasonable and transparent.

Support at Home providers must publish their prices for standard business hours for all their services on the My Aged Care website. The Find a Provider tool on My Aged Care has the prices of providers in your area.

If you were already getting HCP services, you will have been moved to Support at Home automatically on 1 November. You can keep receiving services under your existing Home Care Agreement until you sign a new Support at Home service agreement. You do not have to sign a service agreement if you are unhappy with the prices or if you don’t understand why your prices are changing. However, if you’re new to in-home aged care you do need to have an agreement in place with a provider of your choice before you can access Support at Home services.

The department and the Aged Care Quality and Safety Commission are working together to monitor pricing and will take action if a provider is not following the law.

Your provider must keep evidence of what they have included in their prices. The department and the commission can ask your provider to provide this evidence.

What you can do if you are concerned about your service prices

If you are concerned about your Support at Home prices, speak to your provider and ask them to explain their prices. If you are still concerned, you can make a complaint to the commission.

If your provider cannot demonstrate that their prices are reasonable, the commission can use its regulatory powers, including issuing a non-compliance notice requiring the provider to take specific actions.

If you want assistance with your complaint, you can contact the Older Persons Advisory Network (OPAN). OPAN has an Aged Care Advocacy Line – 1800 700 600 – for free and confidential information and advocacy. An OPAN advocate can help you talk to your provider about your pricing or speak to them on your behalf.

Under Australian Consumer Law, providers cannot make misleading or deceptive statements about their prices or the reasons for a price change. The Australian Competition and Consumer Commission can investigate and act where businesses mislead participants about prices.

Changing providers

You can change providers at any time. Providers cannot charge you an entry or exit fee.

Use the Find a Provider tool on the My Aged Care website for information about providers in your area.