How to Choose a Support at Home Provider: Prices, Questions and Red Flags

Why the choice matters more than it used to

Under Home Care Packages, most people paid the same fees whichever provider they used, so the choice came down to service quality. Under Support at Home, your contribution is a percentage of each service's price. A full pensioner pays 17.5% of the cleaning rate; a self-funded retiree pays 80% of it. If one provider charges $60 an hour and another $85, the self-funded retiree pays $48 or $68 for the same hour. Across a year that difference runs into thousands of dollars, and it comes out of your budget as well as your pocket.

Quality still matters most. But price is now a first-order question, and you are entitled to ask it.

Step 1: Confirm they can deliver your support plan

Providers register for specific service types. Check the provider is registered for everything in your support plan - nursing and allied health in particular are often subcontracted or not offered. Ask directly: "Which of these services do you deliver with your own staff, and which do you subcontract?" Subcontracting is not wrong, but it affects consistency and sometimes price.

Step 2: Get the price list in writing

Every provider must publish a price list. Ask for it before you sign anything and compare at least three. Look at:

• Hourly rates by service - personal care, nursing, domestic assistance, gardening, social support. Rates vary widely between providers and between metro and regional areas.
• Weekend, evening and public holiday loadings - some providers charge 50% to 100% more; if you need Saturday showering, this matters.
• Minimum visit lengths - a one-hour minimum for a 20-minute task is a hidden cost.
• Travel charges - particularly in regional areas.
• Care management - funded from the 10% in your budget, but ask what you actually get for it: how often is your plan reviewed, and who is your named contact?

Package management fees and exit fees no longer exist under Support at Home. A provider quoting either is out of date or worse.

Step 3: Ask about the people

• Will I see the same workers regularly, or whoever is available?
• How do you introduce a new worker, and can I decline someone?
• What qualifications and checks do your personal care workers have?
• Do you have workers who speak my language or understand my culture?
• What happens if a worker does not turn up?
• Who do I call after hours, and does someone actually answer?

Step 4: Understand the practicalities

• Availability in your suburb. A provider that lists your area may have a long start-up wait. Ask for a realistic start date.
• Notice periods. What notice do you need to give to cancel a visit without being charged, and to leave the provider?
• Statements. Ask to see a sample monthly statement. It should show each service, price, subsidy and your contribution clearly.
• Equipment. How do they handle AT-HM scheme requests - do they have an occupational therapist, and how quickly can they source items?

Red flags

• Reluctance to provide a price list before you sign
• Any mention of package management or exit fees
• Pressure to sign on the day, or to transfer your unspent balance quickly
• Vague answers about who your care manager is
• A pattern of complaints with the Aged Care Quality and Safety Commission (you can check published decisions on the Commission's website)
• Prices that are far below the market without an explanation such as a volunteer workforce or a not-for-profit model

Switching providers

You can change at any time. The clean order is: choose the new provider and agree a start date, then give notice to the current one under your agreement (typically two weeks). Your funding follows you, including any unspent balance, and there is no exit fee. Overlap the two by a week if you can, so there is no gap in personal care.

Your rights

The Aged Care Act 2024, which commenced with Support at Home, includes a Statement of Rights covering respect, choice, privacy and the right to complain without retribution. Providers must meet the strengthened Aged Care Quality Standards. If something is wrong and the provider does not fix it, the Aged Care Quality and Safety Commission takes complaints on 1800 951 822, and the Older Persons Advocacy Network (1800 700 600) offers free, independent advocacy.

Finding providers near you

The AusCareGuide aged care directory lists every provider registered with the government, searchable by state and suburb, with contact details drawn from the official register. If you would rather someone did the comparison for you - price lists, availability, service types - our free placement help service does that for families, with no obligation and no cost to you.

Not sure which classification you are on, or still waiting for an assessment? Those guides cover the steps before this one.

Figures on this page are current as at August 2026. Support at Home budgets, contribution caps and pathway amounts are indexed on 20 March and 20 September each year, so always confirm the latest amounts with My Aged Care before making decisions. This guide is general information, not financial or legal advice.