Aged Care is changing and ACH Group is here to support
New Aged Care Act (The Act) for Support at Home (SAH) and Commonwealth Home Support Programs (CHSP)
From 1 November 2025, the Australian Government is introducing a new Act that places older people at the centre of care and is designed to make aged care safer, fairer, and more respectful.
Whether you receive support through the CHSP or the upcoming SAH programs – the introduction of the new Aged Care Act from 1 November 2025, ACH Group is committed to providing you with high quality care and support.
ACH Group welcomes the reform and change. It reflects the values we’ve upheld for more than 70 years – respect, transparency, and person-centred care.
Many of the changes in the Act are already part of how we work at ACH Group. What’s new is that we’re now required to formally share our updated policies and procedures, so you have clear, accessible information about your rights, how we operate, and what you can expect from us.
These changes are designed to make aged care safer, fairer, and more respectful and we’re here to guide you through them, every step of the way.
Below, you’ll find an overview of these key policy areas. For full details on any specific policy, please click on the linked document to learn more.
Whistleblower System and Policy
ACH Group encourage an open and safe environment where serious concerns can be reported without fear.
The Whistleblower System and Policy provide a secure way for you, your supporter, family, carers, or any ACH Group employee to safely report misconduct, unsafe practices, or serious risks. This includes issues like unsafe care, neglect, abuse, fraud, or illegal behaviour.
Your protection and confidentiality are guaranteed under the Act, and reports can be made through various channels, including anonymously, or by speaking directly to your Care Planner, the Commission, or other authorised agencies. Reports will be kept confidential and taken seriously.
Rights and Protections
The Act strengthens your fundamental rights and places you at the centre of your care.
You have the right to receive safe, respectful, and high-quality services that truly meet your needs.
This policy outlines ACH Group’s commitment to:
- treating you with dignity and respect,
- protecting your privacy,
- honouring your choices about your services, and
- actively safeguarding you from abuse, neglect, or harm.
Your Personal Information and Privacy
Your privacy is important to us. ACH Group collects and protects your personal information in line with Australian privacy laws, the Aged Care Act 2024 (the Act) and our Privacy Policy – the Privacy Policy can be found on our website at www.achgroup.org.au/privacy-policy/
In line with our Privacy Policy and the Act we will keep your personal information confidential.
This means;
- your information will only be used to provide your care and services, or as required by law;
- we will not share your personal information without your consent, except where required to protect your safety or comply with our legal obligations;
- you can ask to see the information we hold about you and request corrections if needed.
We take your privacy seriously and have strict safeguards in place to ensure your personal details remain secure and protected at all times.
Read: Privacy Policy
Complaints and Feedback
Your voice is important to us. At ACH Group, we encourage you to share feedback or raise concerns at any time – it is your right and it helps us improve.
Our Complaints and Feedback system ensures you can easily share feedback or make a complaint at any time, knowing it’s your right and will be handled with fairness, timeliness, and respect.
ACH Group commit to informing you about actions taken in response to your feedback and protecting you from any negative treatment or reprisals for speaking up. Your input helps us make continuous improvements.
Download: Feedback and Complaints Policy [.pdf]
Our Commitment to the Aged Care Code of Conduct
ACH Group is committed to delivering care that aligns with the Aged Care Code of Conduct (Code). This national Code sets clear expectations for all providers and aged care workers across Australia and forms an integral part of ACH Group’s Code.
ACH Group ensures every member of the Workforce – including employees, contractors, volunteers and students – receives the training, guidance, supervision and support to meet the standards set by the Code.
The Aged Care Code of Conduct
When delivering funded aged care services, I must:
1. Act with respect for individuals’ rights to freedom of expression, self-determination and decision-making in accordance with applicable laws and conventions; and
2. Act in a way that treats individuals with dignity and respect, and values their diversity; and
3. Act with respect for the privacy of individuals; and
4. Deliver funded aged care services in a safe and competent manner, with care and skill; and
5. Act with integrity, honesty and transparency; and
6. Promptly take steps to raise and act on concerns about matters that may impact the quality and safety of funded aged care services;
7. Deliver funded aged care services free from:
(i) all forms of violence, discrimination, exploitation, neglect and abuse; and
(ii) sexual misconduct;
8. Take all reasonable steps to prevent and respond to:
(i) all forms of violence, discrimination, exploitation, neglect and abuse; and
(ii) sexual misconduct.
Where the Code refers to “I”, this represents the commitment of all members of the ACH Group Workforce.
Download: Code of Conduct – Our Code [.pdf]
Statement of Rights
You will have received a Statement of Rights that clearly explains your rights under the Act.
This includes your right to safe, respectful and high-quality care, your right to make choices about the services you receive, your right to have a say in decisions that affect you, your right to be treated with dignity, and your right to live free from abuse or neglect.
Learn more about your rights under the Statement of Rights: A new Aged Care Act for the rights of older people
Income and Means Assessments
Information about means testing in Home Care and Community programs can be found on the My Aged Care website.
For the most up-to-date information on contributions, visit: My Aged Care – Income and Means Assessments.
Ceasing Services
If ACH Group intends to stop providing your care or services, we will give you written notice at least 14 days in advance.
There may be circumstances where ACH Group needs to stop providing your care or services. These may include but are not limited to, you choose to no longer receive services from ACH Group, you move out of our service area or you move into permanent residential aged care.
ACH Group will always work with you to ensure a safe and supported transition. Where possible, we will help you access alternative care or service options that meet your needs.
Download: Ceasing Services Information [.pdf]
Support at Home Services List
To give you complete transparency and choice over the services you receive, the Department of Health and Aged Care publishes a national Service List detailing all funded services available under the Support at Home Program.
Support at Home with ACH Group
To learn more about the full range of services ACH Group provides across Home Care, Health and Wellbeing, and Community Programs, visit the Support at Home section of the website or download the service list below.
Download: Support at Home with ACH Group – Service List [.pdf]
Commonwealth Home Support Program (CHSP) Client Contribution Policy
At ACH Group, we are committed to transparency and fairness in how your aged care services are funded. Our CHSP Client Contribution Policy aligns with the Client Contribution Framework established by the Australian Government. This framework allows for a flexible, per-customer approach and enables ACH Group to consider financial hardship when setting the fees you will pay.
We will only seek payment from customers who have the capacity to pay, and our fees will never exceed the actual cost of the services provided.
Download: ACH Group’s CHSP Client Contribution Policy [.pdf]
Need further information or have questions?
Submit your feedback via our online form, or contact us today.
