Australia’s aged care system is undergoing one of its most significant reforms in decades. On 1 November 2025, the new Support at Home Program has officially replaced the existing Home Care Packages and several other in-home aged care programs.
For many older Australians, this shift raises questions:
Will my services stop?
Do I need to sign a new agreement?
How long do I have to transition?
The good news is — you have time. The Australian Government has built a transition period to make sure no one loses essential support while adapting to the new system.
This article explains what you need to know about the Support at Home transition, your rights during this period, and how to stay protected as you move into the new framework.
Understanding the Transition Period
The transition period is designed to ensure a smooth changeover from the Home Care Packages (HCP) system to the new Support at Home model.
If you currently receive services through a Home Care Package, you’ll continue to receive them as normal — even while the system changes behind the scenes.
Here’s what this means in practice:
- You will receive a letter from Services Australia outlining your individual contribution rate under the new program.
- From the date you receive this letter, you have up to 90 days to sign a new service agreement with your provider.
- During that time, your existing care services will continue uninterrupted.
In other words, the government is ensuring continuity of care so that older Australians don’t experience service disruptions during this nationwide transition.
Your Rights Under the New Agreement Process
One of the most important messages for older Australians is this: you cannot lose your care during the transition simply because you haven’t signed a new agreement.
The government has made it clear that:
- Providers cannot stop your services due to the absence of a signed agreement during the transition period.
- Accepting ongoing services does not mean you’ve automatically accepted the new terms of the agreement.
- You have the right to review, question, and negotiate your new service agreement before signing.
This ensures fairness and transparency — giving you the time and space to fully understand what you’re agreeing to before committing.
What the Letter from Services Australia Means
Every home care recipient will receive a personalised letter from Services Australia before the new system takes effect.
This letter will explain:
- Your individual contribution rate (the amount you may need to pay towards your care).
- Instructions for reviewing and signing a new service agreement.
- Information on how to contact My Aged Care or your provider for support.
If you don’t receive this letter by early November 2025, contact My Aged Care (1800 200 422) or speak to your provider to confirm your details are up to date.
Understanding the 90-Day Period
Once you receive the official letter, a 90-day timeframe begins. During this period:
- You can continue receiving your existing services without interruption.
- You have full access to your care team and provider support.
- You can ask for clarification, make adjustments, or seek independent advice before signing.
⚖️ Why 90 days?
The government chose this timeframe to ensure older Australians have enough time to understand their new obligations without feeling pressured.
This period allows families to discuss their care options, compare providers, or even switch to a new provider if they find a better fit.
Can You Continue Services Without Signing?
Yes — under the transitional rules, you can continue to receive services after November 1 2025 without a signed agreement, as long as you are an active participant in the transition process.
Your provider must continue delivering your care, and you cannot be penalised or cut off for delays in signing.
However, it’s still important to finalise your agreement within the 90-day period. Doing so ensures your care continues seamlessly once the Support at Home program becomes fully operational.
What if You Disagree with the New Agreement?
You are not required to accept an agreement that you don’t understand or don’t feel comfortable with.
If something seems unclear — such as fees, terms, or service inclusions — you can:
- Ask your provider to explain the terms in plain language.
- Request a written breakdown of all costs and charges.
- Seek independent advice through a free aged care navigation service or advocacy organisation.
Remember: you have the right to make informed choices. The new reforms are designed around your independence, not provider convenience.
Key Protections During the Transition
The transition period includes several protections to safeguard your wellbeing and ensure continuity of care.
|
Protection |
What It Means for You |
|
No forced termination |
Providers cannot stop your services if you haven’t signed a new agreement. |
|
90-day grace period |
You have three months to review and sign your new service agreement. |
|
Continued care access |
You’ll keep receiving your services even as the new program begins. |
|
No automatic consent |
Accepting ongoing services doesn’t count as signing your agreement. |
|
Right to choose |
You can explore other providers during this period if you prefer. |
These safeguards reflect the rights-based foundation of the new Aged Care Act, ensuring every older Australian can transition safely and confidently.
The Role of Providers During Transition
Aged care providers play an essential role in helping older Australians adapt to the Support at Home system.
They are required to:
- Clearly explain new agreement terms, including fees and services.
- Support clients in understanding their rights and responsibilities.
- Ensure services continue without disruption during the transition.
- Treat every client with dignity, patience, and respect.
Providers that breach these conditions may be reported to the Aged Care Quality and Safety Commission, which oversees compliance and consumer protection.
How Families and Carers Can Support the Transition
Family members and carers are encouraged to play an active role in helping their loved ones understand the changes.
Here’s how they can help:
- Review the new agreement together and highlight any unfamiliar terms.
- Contact My Aged Care or an advocacy service for clarification.
- Keep a record of communications with the provider.
- Encourage the older person to express what’s important to them in their care.
This collaborative approach empowers older Australians to make informed choices while ensuring they don’t feel isolated or overwhelmed.
Avoiding Common Pitfalls
Transition periods can be confusing — especially when paperwork, government letters, and provider updates all arrive at once. Here are some common pitfalls to avoid:
- Signing without reading — Always take the time to review your new agreement in detail.
- Assuming services will change immediately — The transition is gradual, not abrupt.
- Ignoring your letter from Services Australia — It contains essential information about your care contributions.
- Failing to seek advice — If you’re unsure, ask questions or get professional help.
A little preparation now will help ensure a smoother, safer transition later.
The Bigger Picture: Building Confidence in Aged Care
The Support at Home reforms are part of a broader transformation under the Aged Care Act 2025, which aims to rebuild trust and accountability in the system.
By simplifying funding, increasing transparency, and enforcing stronger quality standards, the government hopes to create a system that truly serves its people — one where seniors feel respected, informed, and in control.
These changes are not just administrative; they represent a deeper cultural shift toward dignity, rights, and empowerment.
Practical Steps You Can Take Today
If you’re currently receiving home care or preparing for aged care support, here’s how to stay ahead:
- Check your contact details with My Aged Care to ensure your transition letter reaches you.
- Talk to your provider about what to expect during the changeover.
- Keep copies of your current care plan and financial records.
- Ask questions early — don’t wait until the last week of your 90-day period.
- Use care finding support to compare providers and understand your rights.
By staying proactive, you’ll make the transition easier for yourself and your family.
Where to Find Official Information
To stay informed, visit:
- Department of Health and Aged Care – Support at Home: health.gov.au
- My Aged Care: www.myagedcare.gov.au
- Aged Care Quality and Safety Commission: www.agedcarequality.gov.au
You can also contact advocacy services like the Older Persons Advocacy Network (OPAN) for free advice and support.
How SSCA Can Help You During This Transition
At Support Services Connect Australia (SSCA), we understand that navigating aged care reforms can feel overwhelming — especially when trying to interpret new agreements and provider obligations.
With over 25 years of experience in Australia’s home and community care sector, our team provides free, no-obligation care finding assistance to help you make confident, informed choices.
Our care finding service helps you:
- Compare and select reputable aged care providers in your area.
- Understand your rights and funding during the Support at Home transition.
- Save time and stress by matching your needs, preferences, and budget to the right provider.
We use plain language, respect your decisions, and ensure you’re never rushed into signing anything you don’t understand.
Visit Support Services Connect Australia to learn more or contact our team for free personalised assistance.
Final Thoughts
The transition to Support at Home marks an important milestone in Australia’s aged care journey — one built on empowerment, safety, and respect.
While change can feel daunting, older Australians and their families have strong protections and plenty of time to adapt. With clear information, open communication, and trusted guidance, you can approach this new chapter with confidence.
And remember — you are not alone.
SSCA is here to help you find the right care provider, understand your options, and continue living independently with peace of mind.
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