The Support at Home Program is now officially underway, having commenced on 1 November 2025 after being postponed from the earlier July timeline. As one of the biggest shifts in Australia’s aged care reform agenda, the program aims to streamline in-home aged care into a single, more flexible model that places choice firmly in the hands of older Australians.
During a recent Aged Care Reform Webinar, representatives from the Department of Health and Aged Care—Nick Morgan, Susan Trainor, and Lezah Rushton—answered key questions about how the new system works now that it’s live. This article breaks down the essential points raised in the Support at Home Q&A for aged care providers, so you don’t need to sift through the full transcript.
Have the New Consumer Contribution Levels Already Started?
Not yet. Even though the Support at Home Program is now active, the new consumer contribution settings tied to the Support at Home Program 2025 haven’t kicked in.
The government has confirmed that these new contribution arrangements won’t apply to CHSP clients until July 2027 at the earliest. Until then, the current contribution policies remain unchanged. Any shift before this date would require further government decisions, which have not been announced.
What Happens If Clients Refuse to Pay Their Income-Tested Care Fee?
Some clients may still push back on paying their co-contribution. Under the new system, providers are expected to collect co-contributions for non-clinical services.
However, there will be hardship provisions to support clients who genuinely cannot afford to pay. More policy detail is expected soon to guide providers on how to handle non-payment, but the overarching principle is that no one should miss out on essential care because of financial hardship.
Is Travel Between Clients Included in the Service Fee?
Yes. Travel time, travel costs, and associated administration are now built into service prices as advised by the Independent Health and Aged Care Pricing Authority (IHACPA).
For providers working in thin markets, particularly rural and remote regions, thin market grants will continue to help offset higher operational costs.
How Do We Become Registered to Deliver Restorative or End-of-Life Care?
No additional registration is required. These services fall under Service Category 4, and existing Home Care Package providers have been automatically deemed eligible to deliver them.
To implement restorative care, providers need clinically qualified staff capable of acting as restorative care partners who can coordinate and guide the program.
Who Is Responsible for Sourcing Assistive Technology and Home Modifications?
Providers remain responsible for sourcing, arranging, and invoicing for assistive technology and home modifications. These items are funded within a dedicated budget tier inside each consumer’s plan.
In some states, such as New South Wales, equipment loan schemes will operate through partnerships with programs like EnableNSW. In these cases, prescribers—internal or external—will work directly with the state scheme to manage equipment delivery and maintenance.
Will Existing Home Care Package Clients Be Affected by the New Contribution Rates?
No. Current Home Care Package recipients won’t be worse off under the new program.
Thanks to the no worse off principle, clients will continue paying no more than they currently do.
- If a client doesn’t pay an income-tested fee now, they won’t start paying one.
- If they do pay one, they’ll move to transitional rates, discounted so they don’t pay more than their existing amount.
More details are included in the new provider handbook.
What Will Care Management Look Like for Non-Clinical Consumers?
Non-clinical care managers don’t need to be registered nurses. The team-based care approach continues, with discussions underway about separate clinical and non-clinical care management rates to reflect different responsibilities.
While a Cert IV remains the preferred qualification, it isn’t mandatory. The goal is to support continuity and avoid unnecessary disruption to the workforce.
Need Help Navigating These Changes? SAH Consulting Can Support You
SAH Consulting works closely with aged care providers across Australia to make the move to the new Support at Home system feel more manageable. We explain the requirements in plain language, walk you through the latest updates, and help you make sure your systems align with the new framework.
Our team brings deep sector experience and practical insight, so you can move forward with clarity and confidence. We’re here to support you every step of the way, including:
- Understanding the new regulations: We break down the rules and requirements in clear, simple terms.
Preparing a strong application: We help you gather the right documents and ensure everything is complete and accurate. - Developing policy and procedure documentation: We assist in building compliant, effective policies and procedures to support smooth operations.
- Addressing your concerns: We’re available to answer questions and help you work through any challenges during the registration process.
- Minimising delays: We guide you through the process efficiently to help prevent hold-ups and keep things moving.
If you’re feeling overwhelmed by the transition, you don’t have to navigate it alone, SAH Consulting is here to help.
Final Thoughts: What Providers Should Be Doing Now
The Support at Home Program is now live, meaning it’s essential for providers to stay up-to-date and adjust their systems accordingly. Keep an eye on emerging guidance, review your internal processes, and revisit the latest Support at Home frequently asked questions so you’re always across new updates.
If you need support understanding your responsibilities or preparing your organisation, SAH Consulting is here to help. As you review this updated Support at Home Q&A for aged care providers, feel free to reach out—we’re ready to guide you through your next steps.