A New Era for In-Home Care in Australia
From 1 November 2025, the Australian Government will launch Support at Home, a nationwide program replacing the Home Care Packages (HCP) and Short-Term Restorative Care (STRC) schemes.
This new model is designed to simplify aged care at home — giving older Australians greater choice and control while ensuring providers deliver transparent, person-centred services. For Melbourne seniors and families, it means one unified system with clearer rules, fairer pricing, and a stronger focus on rights.
At Support Services Connect Australia (SSCA), we recognise that change can feel daunting. That’s why our free care finding service exists — to help you compare providers, understand agreements, and make well-informed decisions before the transition.
Why Support at Home Is Different
Previous aged care funding models were often complex. Different programs had different eligibility rules and fees, creating confusion for families. Support at Home solves this by bringing everything together into one streamlined system.
Key improvements include:
- Single entry pathway: One assessment and funding process for all in-home care.
- Transparent pricing: All-inclusive service fees with no hidden management charges.
- Fair contribution rules: Your out-of-pocket costs will be calculated consistently by Services Australia.
- Rights-based care: Every participant has clear rights to information, choice and dignity.
For Melbourne’s diverse community — including many migrants and multilingual households — these changes promise a simpler path to staying independent at home.
Understanding the New Service Agreement
Under Support at Home, every care recipient must have a Service Agreement with their provider. This document sets out what services you receive, how much they cost, and each party’s responsibilities.
What to Expect in Your Agreement
- A list of approved services tailored to your needs.
- Transparent pricing for each item or support type.
- A statement of your rights and how to raise concerns.
- The provider’s obligations for quality and safety.
Take time to read your agreement carefully — you have the right to ask questions, seek help from a family member or trusted advocate, and request changes before signing.
Your provider cannot stop care simply because you need more time to review the document.
Breaking Down Fees and Contributions
Many families worry about how Support at Home will affect their finances. Here’s how it works:
- Services Australia will calculate your personal contribution rate based on income and assets.
- You’ll receive a letter explaining your rate and how it applies to each service.
- You can wait for that letter before signing your agreement — your current services will continue.
Your new budget will show clearly what you pay versus what the Government funds. If you spot fees you don’t understand, ask for clarification in writing. No charges can be added without your consent.
How Pricing Is Changing
In the past, providers charged separate management and travel fees. Now, each service has a single, all-inclusive price covering care delivery and administration. From July 2026, the Government will also set maximum price caps to ensure fairness nationwide.
This means greater clarity for consumers — you see one price and know exactly what you’re getting.
When and Why Services May Change
Services can only be stopped under defined conditions, such as if:
- Your health needs increase beyond what home care can safely provide.
- You choose to move to residential aged care.
- Payments fall behind without an agreed plan.
- Unsafe behaviour endangers staff or others.
If any of these apply, your provider must give written notice and discuss alternatives with you. You always have the right to seek independent advice.
Your Rights Under Support at Home
Support at Home is built on a foundation of consumer rights. Every older Australian has the right to:
- Understand and approve every part of their agreement.
- Access clear and accurate pricing information.
- Receive services while negotiations are under way.
- Raise complaints without penalty or service loss.
Empowered consumers mean better care — and that is the central goal of the reform.
Where Care Finding Fits In
While policy details may sound technical, the real challenge for families is finding a provider they can trust. With hundreds of organisations operating across Melbourne, each offering different fees and approaches, it’s easy to feel overwhelmed.
That’s where SSCA’s free care finding service makes a difference.
How SSCA Supports You
- We listen to your goals and preferences.
- We compare providers based on fees, flexibility and ratings.
- We help you understand the Support at Home requirements in plain English.
- We connect you with a provider that meets your needs and location.
This service is completely free — our only goal is to help you make an informed choice with confidence.
Frequently Asked Questions
Will my current services stop on 1 November 2025?
No. You’ll automatically transition to Support at Home with your current provider unless you choose to change.
Can I compare providers before signing a new agreement?
Absolutely. SSCA’s free care finding service helps you review options and pricing across Melbourne.
What if I don’t understand the fees listed?
Ask for clarification in writing and get a plain-language explanation before you sign.
When do Government price caps start?
From July 2026, to prevent overcharging and improve transparency.
Preparing for the Transition
Here’s a simple checklist to get ready for Support at Home:
1️⃣ Review your current services and make notes on what works well and what needs improvement.
2️⃣ Ask your provider for a draft agreement and take time to read it.
3️⃣ Wait for your Services Australia contribution letter if you prefer clarity before signing.
4️⃣ Contact SSCA for a free care finding consultation to compare providers and pricing.
5️⃣ Keep records of all discussions and emails for future reference.
Why Melbourne Families Choose SSCA
With over 25 years of experience in the home and residential care sector, SSCA has helped countless Victorian families navigate complex aged care systems.
Our reputation is built on three pillars:
- Expertise: Every Care Advisor understands government program requirements and provider standards.
- Independence: Our recommendations are based solely on your needs, not on provider commissions.
- Empathy: We know how stressful these decisions can be — and we’re here to simplify them.
Through our Connected Partners network, we match you with reputable, well-rated providers who share our commitment to quality and respect.
Looking Beyond 2025
As Support at Home rolls out, the aged care sector will continue to evolve. Future updates will include digital care management tools, expanded wellness services, and stronger monitoring of provider performance.
The best way to stay ahead is to stay informed. Following SSCA’s blog and social media channels ensures you receive up-to-date guides, policy explanations, and tips for maximising your Support at Home budget.
Final Thoughts
Change can be unsettling — especially when it involves your care and well-being. But with the right knowledge and support, this transition is an opportunity to gain more control over your future.
At Support Services Connect Australia (SSCA), our mission is to make that journey simpler. Our free care finding service helps you understand your choices and select a provider that truly fits your life.
Because aging well isn’t just about receiving care — it’s about being heard, respected, and supported every step of the way.