Frequently Asked Questions

Support at Home is the new government program replacing Home Care Packages from 1 November 2025.
It brings together all in-home aged care supports into one simpler system, making it easier for older Australians to get the help they need to stay safe and independent at home.

Support at Home covers a wide range of services, all designed to fit what matters most to you.If you’re currently receiving a Home Care Package, you’ll transition automatically — there’s no need to reapply.

Support at Home is for people aged 65+ (or 50+ for Aboriginal or Torres Strait Islander people) who need extra help to live safely and independently at home.

If you’ve registered with My Aged Care and completed an assessment, you’ll be told whether you’re eligible.
If you’re already receiving services under a Home Care Package or Short-Term Restorative Care, your provider will take care of the transition for you.

The most important thing is to keep your contact details up to date — we’ll guide you through every step so nothing is missed.

The move to Support at Home introduces several improvements:

• Everything is brought into one system for more clarity and choice
• Care plans play a bigger role, keeping your supports aligned with your needs and goals
• Costs and fees are made clearer and easier to understand
• Consumer protections are strengthened — your rights are firmly supported
• No need to reapply if you’re already receiving a Home Care Package
  
  

If you’re currently with Haisey, you’re covered — we’ll make sure your transition feels seamless.

Support at Home continues to be subsidised by the government, but depending on your finances, you may be asked to contribute a small amount.

After your assessment, you’ll be told what government subsidies you’re eligible for.
You may pay a basic daily fee or an income-tested fee, but all charges are capped and designed to keep care affordable.

At Haisey, we explain all costs clearly before services begin — including what’s included, what’s optional, and how your budget is used.
If you ever have questions about fees, we’re here to help.

Your care plan acts as the roadmap for your support.

From the very beginning, we work closely with you to understand your goals, preferences, routines, and priorities.
Your care plan is then tailored around what matters most to you — not the other way around.

Reviews are held regularly so your support can grow and change with you.If something in your life shifts, or if you want to explore new types of support, you can request a review at any time.

If you have questions, concerns, or simply want to understand your options better, we’re always here.

Call us directly, or fill out our contact form — we reply personally, so you’re never left waiting.

You can also find general information through:

• My Aged Care: 1800 200 422
• ‍Older Persons Advocacy Network (OPAN): free, confidential advocacy and advice

CDC is a way of delivering care that gives you choice and flexibility.

A CDC approach should give you:

• choices about the types of assistance you want and who will deliver the services and when
• control over decisions that relate to your life and your care
• information and knowledge so you can make more informed decisions.

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The government has included CDC principles in Aged Care laws to ensure older people's rights are protected. Under the new Support at Home program, this remains front and centre, meaning that you:

• are encouraged to identify your goals which will be the basis of the care plan
• decide how much involvement you want to have in managing the package
• can choose the way services are delivered and by whom
• have an individualised budget and a monthly statement of income and expenditure
• can expect regular contact with your provider, and to change your supports if your needs or preferences change.

The six principles of CDC are:

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• consumer choice and control
• rights
• respectful and balanced partnerships
• participation
• wellness and re-ablement
• transparency

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These principles guide the delivery of Support at Home

Support at Home is not the only way you can have your needs met.

You may find extra support from your family, your community, your social network, using your own money or resources, or by creating a network of people that may be able to help you.

There are other structured programs, some of which are funded by the government, which you might be able to use. You can contact My Aged Care for information on what government programs you might be eligible for.