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Support at Home Program Overview: A New Era of Aged Care in Australia

  • Writer: Shubham Kafle
    Shubham Kafle
  • May 16, 2024
  • 8 min read

Updated: Jun 11

As Australia’s population ages, the need for quality, accessible, and flexible aged care is growing rapidly. To address the evolving needs of older Australians, the government is introducing the Support at Home Program—a transformative initiative aimed at improving how care services are delivered and managed. Replacing the current Home Care Packages (HCP) and Commonwealth Home Support Programme (CHSP), the Support at Home Program is designed to be more straightforward, person-centred, and adaptable to individual needs.


In this comprehensive guide, we'll break down what the Support at Home Program is, how it differs from existing programs, who it’s for, and what it means for older Australians, caregivers, and service providers.

An infographic showing changes to home care packages in Australia, starting July 1, 2025. The left side shows the current system with four levels of support and an annual budget between $10,500 and $61,400. The right side shows the new system with eight levels of support and an annual budget up to $78,000.

Table of Contents

  1. What is the Support at Home Program?

  2. Why is the Change Needed?

  3. Primary Objectives of the Support at Home Program

  4. Key Features of the Support at Home Program

  5. Differences Between Support at Home and Home Care Packages

  6. Eligibility Criteria & Assessment Process

  7. Types of Services Available

  8. Support at Home Levels Explained

  9. Transparent Pricing & Contributions

  10. Frequently Asked Questions

  1. What is the Support at Home Program


The Support at Home Program is an upcoming aged care initiative by the Australian Government set to begin on 1st July 2025. It aims to streamline and unify in-home aged care services under a single framework, offering older Australians more flexibility, transparency, and personal choice. Although the Support at Home Program was initially scheduled to launch earlier, the government has officially delayed its rollout until 1 November 2025, allowing more time for providers and recipients to prepare.


The Support at Home Program will replace three current systems:

By integrating these services, the Support at Home Program is designed to make aged care easier to navigate, reduce administrative complexities, and deliver more tailored, flexible support for older Australians living at home.


This reform responds directly to recommendations made by the Royal Commission into Aged Care Quality and Safety, which highlighted the need for a more consumer-focused system.


  1. Why is the Change Needed?


Under the current model, older Australians face:

  • Long waitlists for Home Care Packages (some waiting over 6-12 months for services)

  • Confusing overlap between CHSP and HCP services

  • Unclear eligibility criteria and funding pathways

  • Inconsistent pricing across providers


Many older Australians are left wondering what their home care package really includes and how it differs from other options like CHSP. These long wait times can delay critical care for seniors, increasing the risk of hospitalisation or rapid health decline.


The Support at Home Program aims to tackle this by introducing:

The result? Faster service delivery and reduced delays in receiving essential care.

The Support at Home Program will:

  • Consolidate funding and services into one plan

  • Introduce a single assessment process

  • Enable tailored service planning through 8 flexible support levels

  • Improve clarity on pricing and participant contributions


By streamlining access and increasing choice, the system better supports independence, safety, and dignity at home.


  1. Primary Objectives of the Support at Home Program


The key goals of the new program are to:

  • Provide a single point of access to in-home aged care services

  • Enable individualised support planning

  • Simplify service assessment and funding models

  • Promote consumer choice and control

  • Ensure value for money and quality assurance


  1. Key Features of the Support at Home Program


Let’s take a closer look at what makes this program unique.

1. Individualised Support Plans

Every older Australian eligible for care will receive a personalised support plan tailored to their specific needs. This ensures that care is holistic and focused on maintaining independence and well-being at home.


2. Transparent Pricing

One of the major criticisms of the HCP system is its unclear pricing structure. The new program will feature a standardised pricing list, helping consumers understand exactly what services cost and allowing for better comparison across providers.


3. Streamlined Assessment Process

Instead of separate assessments for CHSP and HCP, the Support at Home Program will use a unified assessment tool to determine a person’s care needs and the level of funding they’re eligible for.


4. Greater Flexibility in Service Delivery

Under the new system, older Australians can mix and match services to suit their lifestyle, from help with meals and cleaning to nursing care and physiotherapy—all under one plan.


5. Choice of Providers

Older people can choose their own providers, compare options, and switch easily if they're unhappy, fostering a more competitive and quality-driven market.



One of the biggest changes under the Support at Home Program is how care and funding will be structured compared to the older Home Care Packages (HCP) system. While HCP relied on four rigid care levels and varied pricing models, Support at Home is designed to be far more flexible, needs-based, and easier to understand. Below is a side-by-side comparison to help clarify how the two systems differ:

Feature

Home Care Packages (HCP)

Support at Home Program

Program Structure

Four rigid package levels

Flexible individual support levels

Assessment

Aged Care Assessment Team (ACAT)

Centralised, streamlined assessment

Funding

Fixed package amount

Based on assessed individual needs

Pricing

Varies by provider

Transparent and standardised

Service Range

Limited and predefined

Wide and flexible service options

Switching Providers

Often complex

Easier with consumer control

  1. Eligibility Criteria & Assessment Process


Who is Eligible?

Eligibility criteria will remain broadly similar to the Home Care Package. Australians aged 65 and over, or 50 and over for Aboriginal and Torres Strait Islander people, who need support to live independently at home, may qualify for services.


To be eligible, individuals must:

  • Be an Australian citizen or permanent resident

  • Have functional limitations that impact their ability to perform daily living tasks such as bathing, dressing, shopping, cooking, mobility, or medication management

  • Be living at home (not in residential aged care) and want to remain in their own home

  • Require ongoing or short-term support based on health, safety, or social vulnerabilities


Assessments will also consider:

  • Chronic conditions or disabilities

  • Cognitive decline (e.g., dementia)

  • Risk of falls, isolation, or malnutrition

  • Social support availability


Eligibility isn’t just about age—it’s about need. If you or your loved one is struggling with day-to-day living, you may qualify for tailored support under this program.


Assessment Process

When the Support at Home program begins, three groups of Australians will be eligible:

  • People over the age of 65

  • Aboriginal and Torres Strait Islander people over the age of 50

  • People over the age of 50 who are homeless or at risk of becoming homeless


Assessments for care will occur through Australia’s new Single Assessment System using the Integrated Assessment Tool (IAT). Introduced in July 2024, the IAT enables assessors to gather essential information and deliver more tailored, accurate recommendations.


  1. Types of Services Available


The Support at Home Program will cover a broad range of services, including personal care, domestic assistance, and nursing support. A detailed overview of the full range can be found in this simplified guide to the Support at Home service list.

Category

Sample Services

Showering, grooming, dressing, continence support, medication reminders

House cleaning, laundry, shopping, meal prep

Lawn mowing, gutter cleaning, smoke alarm checks, minor repairs

Social visits, group activities, transport to medical appointments

Grab rails, ramps, personal alarms, mobility aids, home modifications

Services are tailored to individual needs following an ACAT (Aged Care Assessment Team) assessment.


  1. Support at Home Levels Explained


The old HCP model offered 4 levels of care. The new Support at Home Program provides

8 support levels, making care more personalised. Here’s how they break down:

  • Level 1: Occasional help (e.g., a cleaning visit every few weeks)

  • Level 2–3: Low-level support like weekly domestic help or transport

  • Level 4–5: Moderate needs, e.g., personal care a few times a week

  • Level 6–7: High support such as daily assistance with hygiene, mobility

  • Level 8: Intensive care, including clinical nursing and therapy services


Tip: Clinical services (like nursing or physiotherapy) are offered based on clinical need and sit outside these levels.


This granular model allows for finer adjustments based on real-life care needs and ensures a smoother progression as care needs change.


  1. Transparent Pricing & Contributions


Under the Support at Home Program, pricing is government-regulated to ensure fairness and predictability. Here's a general guide:

Service Type

Govt. Subsidy

Participant Pays

Clinical Care

100%

$0

Personal Care

80-90%

10-20%

Domestic Help

75-85%

15-25%

Social Support

80%

20%

Equipment

100% for essentials

$0

Example: A $15/hour personal care service may be subsidised by $12, with a $3 co-payment.


Consumer Protections

The Support at Home Program introduces strong consumer protections to ensure that individuals receiving care are treated fairly, charged appropriately, and empowered to make informed choices. These safeguards are designed to create a consistent experience for all users, regardless of their provider.

  • No hidden or exit fees

  • Standardised pricing across providers

  • Right to dispute unauthorised charges

These safeguards ensure transparency and protect older Australians from overcharging.


Support at Home Program

Additional Resources about ‘Support at Home’



Real Stories from Our Clients

The upcoming Support at Home program is designed to provide tailored and accessible care services to older Australians.


At My Companionship, we understand how crucial compassionate and professional support is to improve the quality of life for our clients. But don’t just take our word for it—here’s what our clients have to say:


  • “I have found the staff of MC to be kind, courteous, and always willing to help wherever and whenever they can. I always feel so much better when they are around and look forward to my Companionship days.”– Beryl Howard


  • “My Companionship has provided me with my best experience far in aged care. The support workers have changed my life. They even help me take care of my dogs!”– J.L. Smith

Testimonials from my companionship clients
  1. Frequently Asked Questions


1. When will the Support at Home Program start?

The program is scheduled to begin on 1st July 2025.


2. What happens to existing HCP or CHSP recipients?

Existing clients will be transitioned into the new program. The government is working to ensure a smooth transfer without interruption to services.


3. Will I need to reapply?

If you are already receiving aged care services, you won’t need to reapply. However, you may undergo a new assessment to determine the appropriate level of support under the new system.


4. Can I still choose my provider?

Yes! One of the main features of the program is consumer choice—you can select and switch providers based on your preferences.


Our team is dedicated to offering the care and support you need to live independently and confidently. With the introduction of the Support at Home program, we are excited to continue delivering these personalized services under the new framework.



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