The countdown is on. With the new Aged Care Act taking effect on 1 November 2025, aged care providers across Australia are preparing for one of the biggest regulatory shifts in years. These Support at Home Program updates introduce new structures, systems, and expectations.
While it’s natural to feel pressure as deadlines approach, remember that this change will be phased to maintain service continuity and protect care quality. This transition marks the beginning of a long-term improvement journey, not a one-day overhaul. Staying informed and organised will help your organisation move through it confidently.
Critical Dates and System Changes
Here’s what providers need to know right now — the timeline matters. October home care claims must be completed before Support at Home claiming begins in December.
System Outages (Must Know):
- Provider Portal down: 6pm 31 Oct – 12pm 1 Nov
- Read-only period: 1–5 Nov (view only, no submissions)
- Claims resume: 5 Nov for existing program
- Support at Home invoicing: Starts 5 Nov
- Support at Home claiming: Starts 1 Dec
Key Action:
Complete all October home care claims during November. Failing to do this will block your December claiming under the new system.
Regulatory Approach
The Commission understands that this transition is significant and has committed to a balanced approach. While there is no official grace period, the focus will be on safety outcomes and continuous improvement rather than strict administrative compliance. Providers making genuine efforts to adapt will be supported through this process.
Existing providers will be automatically deemed registered under the new framework, but you must still report any organisations delivering services on your behalf. Generally, sole traders are considered workers rather than associated providers. It’s important to stay updated by reviewing the Commission’s latest regulatory bulletin for further guidance on this point and the broader Support at Home regulation update.
Money Matters
Financial adjustments are another key area of concern for many providers. As part of the system shift, estimated client contribution rates that were available during October have been removed. From 6 November, final contribution rates will appear in the provider portal, and clients will start receiving letters detailing their new rates.
Unlike the previous system, contribution rates will now update in real time as client circumstances change. This means you may see more frequent updates, giving providers and clients a more accurate, up-to-date picture of contributions. For those approved for Home Care Packages before 12 September 2024, the “no worse off” rule applies. These recipients will continue receiving special discounted rates, though this protection won’t carry over to residential care after 1 November.
Pricing Changes
Many providers will notice that unit prices appear higher under the new model, but this isn’t because services have become more expensive. The shift lies in how pricing is structured. What was once divided among three components, package management, care management, and unit price, has now been simplified into two: care management and unit price. Care management has been reduced from 20% to 10%, while travel and package management are now integrated into the unit price.
As a result, the hourly rates shown may look higher, but they actually cover more elements of care. Providers should reassure clients that overall costs remain similar and that this change improves transparency. Regional and remote providers should be prepared to explain the differences in pricing caused by legitimate travel and operational costs, using the clear communication tools provided in the Services Australia eKit.
Service Agreements
Service agreements also differ based on the program a client is under. For those transitioning from a Home Care Package into the Support at Home system, the goal is to achieve maximum compliance by 1 November, though some flexibility will be allowed for clients still awaiting their final means testing results.
For Commonwealth Home Support Programme (CHSP) clients, the rules are slightly different. Existing clients must have key elements of the new agreement in place by 1 November, with full compliance achieved during their 12-month review. However, new CHSP clients starting from 1 November will need fully compliant agreements right away. All agreements must clearly outline the client and provider details, services, costs, and review dates to meet compliance standards.
Quick Action Checklist
Partner with SAH Consulting
If you’re looking to simplify the transition, safeguard compliance, and stay ahead of regulatory change, SAH Consulting is here to guide you. We empower aged care organisations to thrive amid Australia’s evolving reform landscape. With the 2025 Aged Care Reforms introducing a new Aged Care Act and the Support at Home program, our team ensures you’re fully prepared to register, operate, and deliver high-quality care under the new framework.
From compliance reviews and registration readiness to staff training and operational support, we provide tailored, practical solutions that fit your organisation’s needs. Let SAH Consulting help you navigate the road to compliance with confidence, so you can focus on what matters most: delivering safe, person-centred care.
Conclusion
The Support at Home Program Updates signal a new era in aged care delivery and accountability. This is a complex but necessary shift designed to strengthen transparency, quality, and flexibility in the sector. Providers have already shown great commitment in preparing for the change, and ongoing support remains available through official resources such as the FAQ section on health.gov.au.
As the sector moves toward full implementation, staying proactive and informed will be key. By understanding the new requirements, refining internal processes, and leaning on trusted advisory support when needed, providers can confidently adapt and continue delivering exceptional care under the evolving framework.