How to Change Your Support at Home Provider (2026)
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Key Points
- The Support at Home program replaced Home Care Packages from 1 November 2025
- Existing HCP recipients are protected by a “no worse off” guarantee during transition
- The old four HCP levels are replaced by eight new classification levels with quarterly budgets
- Unspent HCP funds carry over into the new system
- You can change providers at any time during the transition, and your budget moves with you
- New co-contribution arrangements mean clinical care is fully funded, with percentage-based contributions for other services
What is the Transition?
On 1 November 2025, the Australian Government launched the Support at Home program, replacing Home Care Packages (HCP) and the Short-Term Restorative Care Programme. This is the largest overhaul of Australia’s home-based aged care system in decades.
If you were receiving a Home Care Package before 1 November 2025, you have been (or are being) transitioned into the new system. The transition is designed to be automatic. You do not need to reapply for care, and your existing services should continue without interruption.
However, “automatic” does not mean nothing changes. The way your funding works, how fees are calculated, and how your care is assessed have all shifted. Understanding these changes is essential for making informed decisions about your care.
For a full overview of the old system, see our guide to Home Care Packages in Australia.
Transition Timeline
Here is how the transition has unfolded and what to expect going forward.
Before 1 November 2025:
- Government published the Support at Home program details and provider transition guides
- Providers contacted existing HCP recipients about upcoming changes
- New Service Agreements were prepared for signature
1 November 2025:
- Support at Home officially replaced Home Care Packages and Short-Term Restorative Care
- Existing HCP recipients were automatically transitioned to the new program
- New participants began entering the system under Support at Home classifications
Late 2025 to early 2026:
- Ongoing transition activities as providers adapted to new systems
- Issues emerged with the Independent Assessment Tool (IAT), prompting government review
- Provider readiness and system integration challenges led to implementation extensions
1 July 2026 (planned):
- Government-set price caps for most Support at Home services take effect
- Prices set with advice from the Independent Health and Aged Care Pricing Authority (IHACPA)
No earlier than 1 July 2027:
- Commonwealth Home Support Programme (CHSP) recipients are expected to transition into Support at Home
If you have not yet received communication from your provider about your transition, contact them directly or call My Aged Care on 1800 200 422.
How HCP Levels Map to Support at Home
One of the biggest structural changes is the move from four HCP levels to eight Support at Home classifications. However, if you had a Home Care Package before 1 November 2025, you do not automatically move into a new classification. Instead, you are placed on a “Transitioned HCP Level” that maintains equivalent funding.
Transitioned HCP Funding
| Old HCP Level | Transitioned Annual Budget | Quarterly Budget |
|---|---|---|
| Level 1 (Basic) | $10,986.50 | $2,746.63 |
| Level 2 (Low) | $19,319.45 | $4,829.86 |
| Level 3 (Intermediate) | $42,055.30 | $10,513.83 |
| Level 4 (High) | $63,758.20 | $15,939.55 |
These amounts are indexed annually on 1 July. The figures above are effective from 1 November 2025.
New Support at Home Classifications
New entrants to the system are assessed under the eight-level classification structure:
| Classification | Annual Budget | Quarterly Budget | Care Level |
|---|---|---|---|
| 1 | $10,731.00 | $2,682.75 | Basic support |
| 2 | $16,034.45 | $4,008.61 | Regular light support |
| 3 | $21,965.70 | $5,491.43 | Structured support |
| 4 | $29,545.33 | $7,386.33 | Moderate care |
| 5 | $39,535.04 | $9,883.76 | Moderate-high care |
| 6 | $47,957.41 | $11,989.35 | High care |
| 7 | $58,122.13 | $14,530.53 | High-complex care |
| 8 | $77,709.00 | $19,427.25 | Very high-complex care |
Source: Australian Government Department of Health, Disability and Ageing
If your care needs change over time, you can request a reassessment to move from your transitioned HCP level into one of the eight new classifications. This may result in more appropriate funding for your actual support requirements.
What Changes Under Support at Home
Quarterly Budgets Replace Annual Budgets
Under Home Care Packages, your funding was allocated as a single annual budget. Under Support at Home, your budget is divided into four quarterly instalments, released in July, October, January, and April.
You can carry over unspent funds from one quarter to the next, up to $1,000 or 10% of your quarterly budget, whichever is greater. Funds beyond this limit do not roll over. This is a significant change from HCP, where unspent funds accumulated without quarterly limits.
Care Management Deduction
Under the new system, 10% of each quarterly budget is deducted for care management activities. This covers your provider’s coordination, care planning, and administration costs. The remaining 90% of your budget is available for direct services.
Under the old HCP system, care management fees varied by provider and were often less transparent. The standardised 10% deduction aims to improve clarity around how your funds are used.
Three Service Categories
Support at Home organises services into three funding categories, each with different co-contribution rules:
Clinical care includes nursing, physiotherapy, occupational therapy, speech pathology, and other allied health services. The government fully funds these services. You pay nothing for clinical care.
Independence services include personal care (help with showering, dressing, mobility), assistive technology, and home modifications. You pay a moderate contribution based on your means assessment.
Everyday living services include domestic assistance (cleaning, laundry), gardening, meal preparation, transport, and social support. These attract the highest co-contribution rates.
New Co-Contribution Structure
The old HCP fee structure included a basic daily fee (up to 17.5% of the single basic Age Pension) plus a possible income-tested care fee. The new system replaces this with percentage-based contributions that vary by service type and your financial circumstances.
Indicative contribution rates:
| Your Status | Clinical Care | Independence Services | Everyday Living |
|---|---|---|---|
| Full Age Pension | 0% | 5% | 17.5% |
| Part Age Pension | 0% | Varies | Varies |
| Self-funded (with CSHC) | 0% | Lower rate | Lower rate |
| Self-funded (no CSHC) | 0% | Up to 50% | Up to 80% |
Source: My Aged Care
For more detail on service pricing, see our Support at Home prices guide.
Lifetime Contribution Cap
There is a lifetime cap on the total co-contributions you pay. Once you reach the cap, you no longer pay contributions for any services under Support at Home.
- New participants (from 1 November 2025): Lifetime cap of $135,318.69 (indexed)
- Transitioned HCP recipients (“no worse off” principle): Lifetime cap of $84,572 (indexed)
The lower cap for transitioned recipients is one of several protections built into the transition arrangements.
Assessment Changes
The Support at Home program introduced the Independent Assessment Tool (IAT), an algorithm-based system for determining care classifications. This has been controversial. Advocacy groups reported a 50% increase in calls for help after the IAT was introduced, with concerns that the tool underestimates support needs and limits clinical judgement.
If you are a transitioned HCP recipient, you do not need a new assessment unless:
- You want to move from your transitioned HCP level to a new classification
- Your care needs have changed significantly
- You are requesting a higher level of support
If you believe an assessment does not accurately reflect your needs, you have the right to request a review or seek support from an aged care advocate.
What Stays the Same
Despite the significant changes, several core elements remain consistent:
Your right to choose your provider. You can select any registered Support at Home provider, just as you could under HCP. Your budget belongs to you, not your provider.
Your right to change providers. You can switch providers at any time, for any reason. The 14-day notice period still applies.
Core service types. The types of services available (personal care, domestic help, nursing, allied health, transport, social support, home modifications) remain largely the same. The way they are categorised and funded has changed, but the services themselves continue.
Government funding of your care. The government continues to subsidise your aged care. The level of subsidy and the way contributions are calculated have changed, but the fundamental principle of government-funded aged care remains.
Consumer protections. The Aged Care Quality and Safety Commission continues to regulate providers. Your rights under the aged care system, including the Charter of Aged Care Rights, are maintained.
Unspent HCP Funds
One of the most common concerns during the transition relates to unspent Home Care Package funds. If you had accumulated savings in your HCP account, here is what you need to know.
Your Unspent Funds Carry Over
Unspent HCP funds were not lost during the transition. They carry over into the Support at Home program. Your provider should have communicated how your balance was handled.
Quarterly Limits Now Apply
Under the old system, unspent HCP funds could accumulate year after year without restriction. Under Support at Home, the quarterly carry-over limit applies: $1,000 or 10% of your quarterly budget, whichever is greater.
If you had a large unspent balance, speak with your provider about a plan to use those funds effectively. You may be able to access services you previously did not use, such as allied health, assistive technology, or home modifications.
Check Your Balance
Contact your provider to confirm:
- The exact amount of unspent funds carried over
- How those funds are being managed under the new quarterly structure
- Whether any funds are at risk of being lost due to quarterly limits
If you are not satisfied with the answers, contact My Aged Care on 1800 200 422 or seek advice from an aged care advocate.
Changing Providers During Transition
You have the right to change providers at any time, including during the transition period. The process is straightforward, and the new system has been designed to make switching even easier.
How to Switch
-
Choose a new provider. Research registered Support at Home providers in your area. You can search on the My Aged Care website or browse options through MD Home Care’s aged care directory.
-
Contact your new provider. Discuss your care needs, their services, and their pricing. Ask for a copy of their Service Agreement before committing.
-
Give notice to your current provider. You need to provide 14 days’ written notice. Check your Service Agreement for the exact process.
-
Your budget moves with you. Under Support at Home, your individualised budget transfers to your new provider. You do not lose funding by switching.
-
Sign a new Service Agreement. Review it carefully, including the services listed, the prices for each service, and any fees.
Things to Watch
- No exit fees. Providers cannot charge you for leaving.
- Continuity of care. Your new provider should work with you to ensure services continue without gaps.
- Unspent funds. Confirm that your full balance transfers to the new provider.
- Compare pricing. Different providers charge different rates for the same services. Use the indicative price ranges as a benchmark.
Your Right to Switch Providers at Any Time
Whether you transitioned from a Home Care Package or entered directly into Support at Home, you have an unconditional right to change providers whenever you want. You do not need to give a reason, and you cannot be penalised for leaving.
How It Works Under Support at Home
14-day notice period. You must give your current provider 14 days’ written notice. This is the standard notice period under Support at Home. Check your Service Agreement to confirm, but providers cannot require longer than 14 days.
Your funds follow you. Your individualised budget transfers to your new provider. There is no gap in government funding. The money is yours, not the provider’s. No exit fees apply under Support at Home.
No gap in services. Coordinate with your new provider so that services start the day after your current arrangement ends. A good new provider will work with you to plan the handover and avoid any disruption.
What to Check With Your New Provider
Before confirming the switch, ask your new provider:
- What are your hourly rates for each service type? Compare these to your current provider and to the indicative price ranges.
- How do you handle the 10% care management deduction? All providers deduct 10%, but what you get for that fee varies. Ask what care management activities are included.
- Will I keep the same carers? If your current support workers are independent contractors, they may be able to continue working with you through your new provider.
- How do you report on my quarterly budget? Ask for a sample statement so you know what to expect.
- Are you ready for the July 2026 price caps? Providers whose current rates are already within expected caps will cause less disruption when the caps take effect.
Step-by-Step: Switching Providers Within Support at Home
- Research and contact your preferred new provider. Ask all the questions above and request a draft Service Agreement.
- Give your current provider 14 days’ written notice. Keep a copy of the notice for your records.
- Your current provider transfers your remaining quarterly budget to the new provider.
- Sign the new Service Agreement. Read it carefully, particularly the services listed, prices, and cancellation terms.
- Confirm that your new provider has received your transferred funds and that services are scheduled to start without a gap.
If you have any trouble during the switch, contact My Aged Care on 1800 200 422 or the Older Persons Advocacy Network (OPAN) on 1800 700 600.
Your Rights and Protections
The transition includes several built-in protections for existing HCP recipients.
The “No Worse Off” Principle
If you had a Home Care Package approved or in place before 31 October 2025, the government’s “no worse off” rule applies. This means:
- Your funding level will be equivalent to or better than what you had under HCP
- You retain the lower lifetime contribution cap ($84,572 indexed)
- Your existing services should continue without interruption
- Grandfathering arrangements protect you from being disadvantaged
Charter of Aged Care Rights
Your rights under the Charter of Aged Care Rights continue. These include:
- The right to safe and high-quality care and services
- The right to be treated with dignity and respect
- The right to have your identity, culture, and diversity valued and supported
- The right to live without abuse and neglect
- The right to be informed about your care and services
- The right to have control over and make choices about your care
- The right to complain free from reprisal
How to Raise Concerns
If something goes wrong during your transition:
- Speak with your provider first. Most issues can be resolved directly.
- Contact My Aged Care on 1800 200 422 for general enquiries and support.
- Contact the Aged Care Quality and Safety Commission on 1800 951 822 to make a complaint about your provider.
- Seek help from an aged care advocate. The Older Persons Advocacy Network (OPAN) can be reached on 1800 700 600.
Old vs New: Comparison Table
| Feature | Home Care Packages | Support at Home |
|---|---|---|
| Care levels | 4 levels | 8 classifications |
| Budget period | Annual | Quarterly |
| Unspent funds | Accumulated without limit | Carry-over capped at $1,000 or 10% per quarter |
| Fee structure | Basic daily fee + income-tested care fee | Percentage-based co-contributions by service type |
| Clinical care costs | Deducted from package | Fully government-funded (0% contribution) |
| Care management | Variable provider fees | Standardised 10% of quarterly budget |
| Provider pricing | Provider-set fees | Provider-set fees (price caps from July 2026) |
| Assessment tool | ACAT/RAS | Independent Assessment Tool (IAT) |
| Waiting list | Significant (130,000+ in late 2025) | Reduced through expanded classifications |
| Provider switching | Budget transfers with 14-day notice | Budget transfers with 14-day notice |
| Lifetime fee cap | $84,572 (indexed) | $135,318.69 (indexed) for new participants |
Tips for a Smooth Transition
1. Review Your New Service Agreement
Your provider should have given you a new Service Agreement for Support at Home. Read it carefully. Check that the services listed match what you were receiving, and compare the prices to the indicative price ranges published by the government.
2. Understand Your Quarterly Budget
Get familiar with how quarterly budgets work. Know your budget amount, when each quarter starts, and what the carry-over limits are. Ask your provider for a quarterly budget statement.
3. Know Your Co-Contributions
Find out what you will pay for each type of service. Clinical care is free. Independence and everyday living services require co-contributions based on your financial situation. If you are a full Age Pensioner, your contributions will be lower.
4. Check Your Unspent Funds
If you had accumulated savings in your HCP, confirm with your provider how much carried over and how it is being managed. Make a plan to use those funds before quarterly limits reduce your balance.
5. Consider Whether Your Classification Fits
If your transitioned HCP level does not reflect your current care needs, you can request a reassessment. The eight-level classification system may offer a better fit. Be aware that the assessment process uses the new IAT, which has faced criticism, so prepare documentation of your care needs.
6. Compare Providers
The transition is a good time to evaluate whether your current provider is still the best fit. Compare service quality, pricing, and responsiveness. You are not locked in, and switching has never been easier.
7. Keep Records
Document everything: your transition correspondence, Service Agreements, budget statements, and any issues that arise. Good records protect you if disputes occur.
8. Get Independent Advice
If you are unsure about any aspect of the transition, speak to an aged care advocate. OPAN (1800 700 600) provides free, independent advice. You do not have to navigate this alone.
Who to Contact
| Organisation | Phone | Purpose |
|---|---|---|
| My Aged Care | 1800 200 422 | General enquiries, eligibility, finding providers |
| Aged Care Quality and Safety Commission | 1800 951 822 | Complaints about providers |
| Older Persons Advocacy Network (OPAN) | 1800 700 600 | Free independent aged care advocacy |
| Department of Health, Disability and Ageing | health.gov.au/support-at-home | Official program information |
| MD Home Care | 1800 953 253 | Help finding aged care providers |
Frequently Asked Questions
When did HCP switch to Support at Home?
The Support at Home program officially replaced Home Care Packages on 1 November 2025. Existing HCP recipients were transitioned automatically. The Commonwealth Home Support Programme (CHSP) will transition no earlier than 1 July 2027.
Will I lose my current funding?
No. The “no worse off” principle protects existing HCP recipients. Your transitioned funding level is equivalent to what you received under your Home Care Package. You cannot be disadvantaged by the transition.
What happens to my unspent funds?
Unspent HCP funds carry over into the Support at Home system. However, the new quarterly carry-over limits ($1,000 or 10% of your quarterly budget) now apply. Contact your provider to confirm your balance and plan how to use it effectively.
Do I need a new assessment?
Not automatically. Existing HCP recipients are mapped to a transitioned HCP level without a new assessment. You only need a reassessment if your care needs have changed or you want to move to one of the eight new classifications.
Can I change providers during the transition?
Yes. You can change providers at any time. Give your current provider 14 days’ written notice. Your individualised budget transfers to your new provider, and no exit fees apply.
How are the new co-contributions calculated?
Co-contributions are based on the type of service and your financial circumstances. Clinical care is free for everyone. Independence services and everyday living services require contributions ranging from 5% to 80% depending on your pension status and means assessment.
What if I disagree with my assessment?
You have the right to request a review of your assessment. You can also contact the Older Persons Advocacy Network (OPAN) on 1800 700 600 for free, independent advice and support during the review process.
Are price caps in place?
Not yet for most services. Government-set price caps are expected to take effect from 1 July 2026, with guidance from the Independent Health and Aged Care Pricing Authority. Until then, providers set their own prices, so comparing costs across providers is important.
Key Resources
- Support at Home program (Australian Government Department of Health, Disability and Ageing)
- Transitioning to Support at Home (official transition information)
- Support at Home costs and contributions (My Aged Care)
- Aged Care Quality and Safety Commission (transition guidance for providers and recipients)
Need Help With the Transition?
Navigating the switch from Home Care Packages to Support at Home can feel overwhelming. MD Home Care connects older Australians with aged care providers who understand the new system and can help you make the most of your funding.
Whether you are looking to compare providers, understand your new budget, or switch to a provider that better suits your needs, we can help you find the right support.
Call us on 1800 953 253 or browse aged care providers in your area.
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