Frequently asked questions

Support at Home brings together a wide range of services and funding into a clear, easy-to-understand program. It’s designed to help you remain living independently and safely in your own home for longer.

From 1 November 2025, if you are currently receiving a Home Care Package, you will transition to the Support at Home program. Your services will continue, but the way they are funded and managed will change to a streamlined model. Whether you’re new to aged care or already receiving services through ACH Group, we’ll work closely with you to ensure you feel informed, confident, and supported through every step.

To qualify for  Support at Home you must first have had an assessment completed by the Aged Care Assessment Team (ACAT) and based on this you will be assigned a home care package level. 

To request an ACAT you must contact My Aged Care  or call 1800 200 422. 

ACH Group can assist you to access My Aged Care and help you navigate through this process, including lodging a referral for services on your behalf. Call us on 1300 22 44 77 today and we can get you started. 

Support at Home services are designed to be flexible and are grouped into three clear categories, ensuring your support matches your care needs and personal goals:

• Clinical supports
• Independence
• Everyday living

Your dedicated Care Partner at ACH Group will collaborate with you to choose the right mix of services from your approved list and adapt your support as your situation changes.

The new Support at Home program introduces a more responsive funding model. Instead of the previous 4 Home Care Package levels, there are now 8 classifications for ongoing services and 3 short-term classifications (Restorative Care, End-of-Life, and Assistive Technology & Home Modifications (AT-HM).

The amount of funding you receive will be based on the independent assessment of your individual situation from My Aged Care, ensuring that funding truly meets your needs.

You will receive a Notice of Decision from My Aged Care with your classification and ongoing quarterly budget, making your care planning and budgeting clearer than ever.

Under the Support at Home program, your contribution towards services is based on your individual income and assets assessment by Services Australia.

You only pay for contributions for the services you receive, rather than a set fee.

Contribution levels may vary depending on the type of service:

• Clinical Support: No contribution.
• Independence: Contributions typically range from 5% to 50% of the service cost.
• Everyday Living: Contributions typically range from 17.5% to 80% of the service cost.

If you were a person receiving a Home Care Package on or before 12 September 2024, your contributions will not increase. You will continue to pay the same or less than under your previous package. This also applies to those who were on a Home Care Package before 1 July 2014 and have not changed providers.

Support at Home price list
Below you’ll find our current price list for all our Support at Home services, including Clinical Supports, Everyday Living assistance, and Allied Health. Please note all prices are reviewed regularly and are subject to change.

Learn more and download: Support at Home program price list

From 1 November 2025, all older Australians who are receiving in-home aged care services through a Home Care Package will transition to Support at Home.

The Commonwealth Home Support Program (CHSP) will continue to operate until at least 30 June 2027.

A key principle of this transition is that you will be ‘no worse off’, which means your overall contribution is not expected to be higher than your current Home Care Package costs for the same level of care.

For all existing Home Care Package recipients transitioning to the Support at Home program, your contributions will be determined by your income and assets assessment from Services Australia, and the type of services you use (Clinical, Independence, or Everyday Living).

Please note: If you are a grandfathered person (receiving a Home Care Package before 1 July 2014 and have not changed providers), your contributions will not increase. You will continue to pay the same or less than under your previous Home Care Package.

There are no immediate changes for CHSP clients. The CHSP will continue until at least 30 June 2027, giving more time for a gradual transition into Support at Home. ACH Group will continue to support you and provide updates as more information becomes available from the government.