Frequently asked questions
Straight answers to the questions we're asked most. If yours isn't here, ask us directly. We'd rather you asked than guessed.
Support at Home
Support at Home is the Australian Government programme that funds services helping older people keep living in their own homes, things like personal care, nursing, domestic help, transport and social support. Rather than paying for everything privately, approved services are funded through the programme, usually with a contribution from you. Our Support at Home page explains it in plain English.
Eligibility is determined by the government, not by providers. It generally starts with contacting My Aged Care and having an assessment of your needs. We can explain the process and what to expect, but we cannot approve funding or promise an outcome. That decision sits with the assessment process.
For government-funded support, yes, an assessment establishes what you need and what you are approved for. If you would rather not wait, or you are not eligible, private services can usually start sooner. Talk to us about which makes sense for your situation.
Getting Started
We have a conversation. What is happening now, what would make daily life easier, and whether we are the right fit. There is no obligation, and if we are not the right provider for you we will say so. See Getting Started.
It depends on the type of support, your location, and whether your funding is already in place. We will give you a realistic timeframe rather than an optimistic one, and tell you promptly if we cannot meet it.
Absolutely, as much or as little as you want. We can include family in planning and reviews, or keep things strictly between you and your care team. It is your decision, and you can change it.
Services
Our services fall into three groups: clinical supports, independence supports, and everyday living. See all services for the full list and what each one involves.
Yes. Needs change, and your plan should change with them. We review your supports regularly rather than waiting for something to go wrong. See Care Management.
You can tell us your preferences, including language, cultural background and gender where relevant, and we will do our best to match you. If a worker is not the right fit, you can ask for a change without having to justify it.
Funding & Pricing
What you pay depends on the services you receive, your funding, and your assessed contribution. Our pricing page sets out the structure. We will always give you written costs before services start. No surprises on an invoice.
Under Support at Home, many people contribute towards the cost of their services, with the amount based on an assessment of individual circumstances. Because the rules can change, My Aged Care is the authority on how contributions are currently calculated. We will explain what applies to you as part of planning your support.
Any fees that apply to your arrangement will be set out in writing before you commit to anything. If you are comparing providers, that is a fair question to ask all of them.
Care Management
It is the ongoing coordination behind your services, understanding your needs, developing your care plan, organising services, monitoring how things are going, and adjusting as circumstances change. Without it, home care becomes "a worker turns up sometimes". See Care Management.
Yes. You should not have to re-explain your situation every time you call. A care coordinator knows your plan and your circumstances.
Changing Providers
Yes. You are entitled to choose who provides your services, and to change your mind. See Changing Providers for how a transition works and what to consider first.
A well-planned transition should avoid gaps in support. That means agreeing a start date with the new provider before ending with the current one, and making sure everyone knows what is happening and when.
Family Members
Start with a conversation. You do not need to have researched everything first. We will explain the options, what the process looks like, and what you can realistically expect. Get started here.
Yes. Respite care exists precisely for this. It gives you a break while the person you care for is properly supported. See Respite Care.
Contact & Referrals
Professionals, representatives and family members can use our referral form, or call the care team directly. See For Referrers for what happens after a referral.
Tell us. Directly, or through the process on our Feedback & Complaints page. Raising a concern will never affect the care you receive.
Where to get official information
Eligibility, assessment and contribution rules are set by the Australian Government and can change. My Aged Care is the authority on those specifics. See Helpful Links for official sources.
Still have a question?
Our care team is happy to talk it through. No obligation, no pressure.