The New Support at Home Program - Your Questions Answered

What is the Support at Home (SAH) program?

Support at Home is the Australian Government’s in-home aged care support program to help older people live independently at home for longer.

It provides simplified, flexible access to aged care services that are tailored to your individual needs.

It includes support for:

• Clinical care, including nursing care, occupational therapy and continence care
• Independence, including help getting dressed, taking medications, transport and respite care
• Everyday living, including cleaning, gardening, shopping or meal preparation.

A full list of services is available here.

Unlike the old system, which had four funding levels, SAH has eight.

What are the latest Support at Home updates?

From 1 November 2025, new Australian Government rules designed to provide greater transparency around the pricing of aged care services have become law.

These pricing rules mean the price customers pay for any Support at Home service must reflect the entire cost of delivering that service.

That means separate fees you will have expected to pay under the old system (e.g., fees for package management) will now be included in the price of the actual service you’re receiving.

Brightwater Service Leader Fern Raynham said: “The Department of Aged Care is listening to feedback from providers and the public about what is working well under the changes and what isn’t. At this time, we are not sure if there may be further changes in the future.”

Frequently asked questions about Support at Home:

When did the Support at Home Program start?

Support at Home was introduced on 1 November 2025 to replace the old Home Care Packages and Short-Term Restorative Care programs.

Soon, the Commonwealth Home Support Program will also become part of Support at Home (but not before 1 July 2027).

Support at Home was developed in response to the findings of the Royal Commission into Aged Care Quality and Safety.

How am I reassessed if I was previously on a Home Care Package?

The transition to Support at Home does not require you to reapply or to go through another assessment, unless your needs change.

If you need a reassessment, there are two pathways:

1. Self-initiated: You can trigger a reassessment yourself by contacting My Aged Care
2. Provider-initiated: Your Brightwater Care Partner can submit a reassessment for you.

Will my funding or services have changed when transitioning to SAH?

Providers are doing their best to ensure no person will be worse off under the new system, although some adjustments may be necessary.

If you were already receiving a Home Care Package before 12 September 2024, then your support is “grandfathered” — meaning your co-contributions determined by Services Australia will remain consistent.

If you started receiving your support after that date and are therefore “non-grandfathered”, don’t worry — your care will continue without interruption and we’ll help guide you through any changes.

Services

The services you receive should remain the same or very similar. It’s possible they might be called something slightly different, as new naming conventions are now required by law.

“You still get the same, happy, smiley faces coming around to help, and you get the same tasks done in your visits that you had on your Home Care Package,” Fern said.

Funding

You’ll notice package management fees no longer exist as a separate charge. By law, a provider’s administration and overhead charges must now be incorporated into the hourly rates charged. 

Are there any new services included in the new program?

Support at Home has a structured service list, including:

• Clinical support: Nursing and allied health services
• Independence support: Personal care, social support, transport and respite
• Everyday living: House cleaning, gardening, home maintenance and meal services.

Unlike the old HCP system, all government-funded services must come from the official Support at Home service list. If you need services outside this list, you may have to pay privately.

A full list of services available under the Support at Home program is available here.

How is SAH different to CHSP & HCP?

The HCP system had four package levels with one lump sum amount. Support at Home has eight levels with separate funding for different service levels.  

Who can support me with the changes?

If you need help understanding or navigating the changes to your aged care support, talk to your Care Partner (previously called a Care Coordinator under the old HCP system).

Care Partners work with both new and transitioning customers throughout the process and can provide individualised support about what the changes mean, explain the services available and tell you how to access them.

How much will SAH cost?

Contributions are an essential part of the Support at Home program, designed to ensure a fairer system that provides better, tailored services, in an affordable way.

You will only pay contributions for the services you receive. Those contributions are based on your income and assets and is determined by Services Australia.

These are the standard contribution rates.

If your support is grandfathered from your old HCP, these are your rates.

There is also a lifetime cap on your contributions, after which you will not be charged at all.

Who governs the SAH program?

The primary governing body is the Department of Aged Care.

It is audited based on the new Aged Care Quality Standards. Providers must be able to demonstrate and prove their compliance with these standards, and audits can happen at any time.

Can I have more than one provider?

No, your main funding and management must stay with a single provider. But you can use associate providers for specific services your main provider doesn’t offer (e.g., if your provider doesn’t offer gardening, you might use Jim’s Mowing). 

What happens as my needs change?

You have two options available to you if you need a reassessment.

1. Self-advocacy: If you’re confident and know your needs have changed, you can call My Aged Care directly and ask for a reassessment to get additional funding
2. Work with your Care Partner: Ask your Care Partner to trigger a reassessment.

Sometimes you need a change but not necessarily a reassessment. You Care Partner can redesign your care and redo your care plan within your existing funding.

How Brightwater can support clients at home accessing the SAH program

Brightwater can provide you with all the information and advice you need about the Support at Home program before you have your My Aged Care assessment.

Fern said: “The assessment itself can sometimes feel overwhelming. The more prepared you are for that assessment, the better the outcome.”