Accessing Support at Home Services

Where do you start? Who do you talk to? What’s the process?

Accessing Support at Home Services

where do you start? Who do you talk to? What’s the process?

How to Access Services Under the Support at Home Program

As you get older, having the right help at the right time can make all the difference to staying independent at home. Australia’s new Support at Home program — due to fully roll out from 1 November 2025 — is designed to make that help easier to access and manage.

But where do you start? Who do you talk to? What’s the process? This guide breaks it down step by step, so you or your family can feel confident about arranging the care and support you need to live safely and happily in your own home.

What is the Support at Home Program?

The Support at Home program will replace the existing Home Care Packages (HCP), the Commonwealth Home Support Programme (CHSP) and Short-Term Restorative Care (STRC). It will offer one streamlined system for home-based services — from basic domestic help like cleaning and gardening to personal care, nursing, allied health, and home modifications.

Services will be tailored to your level of need and can be adjusted as your circumstances change over time. You choose the providers that best suit you and manage your own care plan and budget with more flexibility than before.

How Do I Access Support at Home?

To access services under the Support at Home program, you need to follow these main steps:

  • Register with My Aged Care
  • Complete an in-home assessment
  • Receive your approval letter and funding level
  • Choose an approved provider
  • Develop your support plan and budget
  • Start receiving services
  • Review and update your services as needed

Register with My Aged Care

My Aged Care is the government’s single entry point for aged care services in Australia. To get started:

  • Call My Aged Care on 1800 200 422 (Monday to Friday) or visit www.myagedcare.gov.au.
  • You’ll need your Medicare card and details about your current health and daily living difficulties.
  • You can nominate a family member or carer to help — they can be listed as your representative.
Tip: It’s best to register sooner rather than later — don’t wait until there’s a crisis. Some people wait months to get the right level of support if they delay.

Get Assessed

Once registered, you’ll be referred for an in-person assessment. Depending on your situation:

  • Low-level needs: Regional Assessment Service (RAS) assessors will visit your home to check what basic support you need.
  • More complex needs: Aged Care Assessment Team (ACAT) or ACAS (in Victoria) will carry out a comprehensive assessment for higher levels of care.

The assessment is free. Be honest about your difficulties — the assessor needs to understand your day-to-day challenges to match you with the right funding level.

Receive Your Approval

After your assessment, you’ll get a letter outlining:

  • Whether you’re eligible for Support at Home.
  • What level of support you’ve been approved for — e.g., basic, moderate, or high needs.
  • Any conditions — for example, if you’ll be reassessed in 12 months.

Keep this letter safe — you’ll need it when you speak to providers.

Find and Choose a Provider

With your approval, you can choose an approved Support at Home provider. You’re not assigned a provider automatically — you choose the one that suits your needs and budget best.

Good providers will:

  • Explain your funding and fees clearly.
  • Help you develop a personalised support plan.
  • Offer flexibility if your needs change.
  • Meet the Aged Care Quality Standards for safe, respectful care.
Tip: You can search for and compare providers using My Aged Care’s Find a Provider tool.

Create Your Support Plan

Your provider will work with you (and your family, if you wish) to create a detailed plan that sets out:

  • What services you’ll receive.
  • How often you’ll get them.
  • How much they cost.
  • Your budget and how much you may need to contribute.

It’s your plan — so don’t be afraid to ask questions, request changes or get a second opinion.

Start Receiving Services

Once your plan is finalised and you’ve signed your agreement, your services can begin. This might include:

  • Personal care — help showering, dressing or grooming.
  • Domestic help — cleaning, laundry, shopping, meal prep.
  • Transport — to appointments, social outings or shopping.
  • Health care — nursing or allied health visits.
  • Home modifications — like rails, ramps or shower chairs.

You can ask your provider for a statement of what you receive each month so you can keep track.

How Do Fees and Contributions Work?

The Support at Home program is means-tested — you may be asked to contribute towards the cost of your services. This usually includes:

  • Basic fee: A daily contribution for most people.
  • Income-tested care fee: Extra contribution for higher income earners, based on your Centrelink assessment.

There are annual and lifetime caps so you won’t pay unlimited amounts.

Managing and Changing Services

One of the big improvements with Support at Home is flexibility. You can:

  • Change providers if you’re not happy with the service.
  • Request extra services if your health changes.
  • Review your plan annually (or sooner if needed).

If you move to residential aged care or hospital for a long stay, you may need to update or suspend your plan — your provider can explain your options.

Your Rights and Responsibilities

When you access Support at Home, you have the right to:

  • Be treated with dignity and respect.
  • Be involved in decisions about your care.
  • See exactly how your funding is spent.
  • Make a complaint if you’re unhappy with your care.

You also have responsibilities, like:

  • Paying your agreed fees.
  • Providing accurate information about your needs.
  • Working with your provider respectfully and fairly.

What If Something Goes Wrong?

If you’re unhappy with your services:

  • Talk to your provider first — many problems can be fixed quickly.
  • If you’re not satisfied, you can contact the Aged Care Quality and Safety Commission on 1800 951 822.
  • You can also change providers if the issue isn’t resolved.

Supporting Someone Else

If you’re helping a parent, partner or friend to access Support at Home:

  • Register as their representative with My Aged Care so you can speak on their behalf.
  • Help them gather medical information and prepare for assessments.
  • Join in when they meet with providers to make sure their wishes are heard.
Tip: Encourage your loved one to stay involved and make their own choices whenever possible — it’s their life and their plan.

A Quick Checklist

  • Register with My Aged Care
  • Have your Medicare card and medical details ready
  • Book and complete your in-home assessment
  • Keep your approval letter handy
  • Compare providers — don’t just go with the first option
  • Read your care agreement before signing
  • Keep track of your services and costs each month
  • Review your plan each year or if your situation changes

Where to Get More Help

For trustworthy information and support:

  • My Aged Care: www.myagedcare.gov.au
  • Call My Aged Care: 1800 200 422
  • Speak to your GP or local community aged care provider
  • Visit OMS for clear guides on pensions, fees and aged care rights

Final Thoughts

Accessing Support at Home doesn’t need to be overwhelming. Take it step by step — register, get assessed, choose providers you trust, and stay involved in managing your plan. If you’re helping someone else, guide them through each part and make sure their voice is always at the centre of their care.

At OMS, we believe that staying independent, safe and happy at home for as long as possible is what most older Australians want — and good information is the first step to making that happen.