Australia’s aged care landscape has officially changed with the rollout of the Support at Home Program on 1 November 2025. This reform, which is a part of the government’s new rules for aged care, has reshaped how non-clinical home support services are funded and delivered across the country.
For aged care providers, these changes are already being felt. The shift requires careful adjustments in billing, client communication, and service delivery. This article explains what’s changed, how it impacts providers and their clients, and what can be done now to stay compliant and prepared.
What’s Changed Since November 1
Under the new Support at Home system, clinical and non-clinical care are now treated differently for cost purposes. Clinical care, such as nursing, physiotherapy, occupational therapy, continence support, and nutrition, remains free of charge.
However, non-clinical services such as cleaning, shopping, meal preparation, and showering now carry income-based co-payments. Here’s a quick summary of the current rates:
- Pensioners: 5% for independence-based services, 17.5% for daily living assistance
- Part-time pensioners: 5–50% depending on income
- Self-funded retirees: up to 80%
Those already receiving Home Care Packages are not affected and they remain under their existing payment structure.
For many providers, this shift means reviewing client records to identify who’s affected and helping clients understand their new payment responsibilities. Early feedback shows some confusion and frustration among older Australians, making clear and empathetic communication more important than ever.
Why It Matters for Aged Care Providers
The new rules for aged care are already influencing how providers deliver support. Some clients are scaling back on non-clinical services to manage their costs, which could reduce demand in certain areas such as domestic help or personal care. This may create care gaps for vulnerable clients who rely heavily on these services.
Operationally, providers are facing several key challenges:
- Revising service packages and pricing to align with the new system
- Managing more complex billing and co-payment processes
- Supporting clients through increased uncertainty or dissatisfaction
Beyond the numbers, there’s also the emotional impact to consider. Older Australians often depend on these services to maintain independence and dignity. Providers now play a critical role in not only delivering care but also guiding clients through the financial and emotional adjustments brought on by the changes.
How Providers Can Continue Adapting
As the transition continues, aged care providers should take proactive steps to keep operations smooth and client relationships strong. Begin by reviewing care plans to ensure clients understand what services are affected and how their fees are calculated.
It’s also essential to:
- Train staff to communicate the changes clearly and sensitively
- Update documentation, service agreements, and promotional materials
- Stay updated with government announcements or program clarifications
Providers who plan ahead and maintain open communication with clients are finding the adjustment process easier and less disruptive.
Partnering with SAH Consulting for Ongoing Support
The Support at Home Program introduces new layers of compliance and administration that can be difficult to manage alone. SAH Consulting continues to support aged care providers across Australia in understanding and implementing these changes effectively.
Our team helps providers with:
- Interpreting and applying the new Support at Home regulations
- Preparing compliant documentation and registration materials
- Updating internal policies and procedures to meet audit standards
- Resolving compliance issues and avoiding administrative delays
With SAH Consulting as your partner, you can focus on what matters most, delivering quality care while staying compliant under the new system.
Conclusion: Moving Forward with Confidence
The new rules for aged care have reshaped how providers operate and how older Australians receive home support. While the transition brings challenges, it also creates opportunities for providers to improve efficiency, strengthen compliance, and build stronger connections with their clients.
For guidance and hands-on support in navigating the Support at Home requirements, contact SAH Consulting today. Our team is ready to help your organisation stay compliant, confident, and focused on delivering exceptional care.