The much anticipated Support at Home system officially launched on 1 November. While much of the media attention has focused on what’s gone wrong, the reality — as always — is more balanced. ⚖️
Here’s a clear look at what’s working well, what’s still missing, and how it affects you or your family.
The Good Bits Already Happening
Here are some positives to celebrate under Support at Home:
- 💰 More funding than ever before — making it easier for people to stay at home longer.
- 📊 Up to $78,000 a year for services, and up to $24,000 a year for restorative care.
- 🏠 Plus lifetime allowances of up to $15,000 for equipment and $15,000 for home modifications.
→ That’s up to $69,000 more than the old maximum Home Care Package. - ⚖️ Rights-based system — now with independent oversight and an independent complaints process. This gives consumers stronger protection and a clearer path to raise issues.
- 💡 Pay-per-service model — administration fees are now based on the services you actually receive, not a percentage of your total funding.
- 🔄 Sustainability — this model is designed to last, balancing affordability for older Australians with viability for providers.
The Promises Still to Come
The Government made some big commitments — they just haven’t fully landed yet.
By mid-2027, we’re told:
- 🧭 All home care programs will be rolled into this single Support at Home system, making assessments and services simpler.
- ⏳ Everyone will receive some funding within three months of approval — a welcome improvement on current wait times.
The Tricky Bits with Support at Home
Not everything is smooth sailing. Here are the main challenges noticed so far:
- 💸 Service hourly rates are higher, as admin fees are now included.
→ However, total costs for most people have dropped, so you may still be better off overall. - 🧾 Income-based contributions now apply to non-clinical care.
→ If you’re struggling, a financial hardship process is available to reduce your contribution:
https://www.myagedcare.gov.au/financial-hardship-assistance - ⏱️ Unspent funding can no longer be carried forward (except for $1,000 per quarter).
→ While that may sound limiting, it also means more people can access funding sooner.
Other Areas Not Working Well
These areas are causing real concern for families and providers:
- 🕐 Assessment organisations remain significantly understaffed, meaning many people are waiting too long for assessments.
→ If this is you, push your assessment organisation to confirm a date. If they can’t, you have the right to contact My Aged Care and make a complaint. - ♻️ Short-Term Restorative Care (STRC) transition rules have left some people worse off.
→ Those approved for STRC before 1 November could access up to $14,000 in funding (often spent on essential equipment).
→ After 1 November, these approvals were converted into Support at Home restorative care, capped at $6,000 — and only $2,000 of that can be used for equipment.
While additional equipment funding will come under Support at Home, these people face longer waits and lower initial support.
→ If this has affected you, it’s worth lodging a complaint with My Aged Care so that feedback is captured.
What it Means for Families
It’s fair to say that providers are still finding their feet, and uncertainty may flow through to families for a while.
There’s confusion in the industry, and some frustration — but also genuine optimism about what’s possible once the system stabilises.
The truth is: Support at Home is the system we have now, and the best thing we can do is learn how to make it work for us.
Resources to Help You Navigate Support at Home
If you’re feeling unsure, these are good starting points for free, independent guidance:
- My Aged Care – 1800 200 422
- Care Finders Program – help connecting to services
- Carer Gateway – support for family and unpaid carers
Or, for more personalised guidance, I’m happy to help. You can find me here: Sunbird Aged Care Navigation