Physiotherapist, Founder of Community Therapy
When you begin your journey with a Support at Home plan, you will be asked to sign a service agreement. This document outlines the partnership between you and your provider. Because these agreements are individualised and based on the Aged Care Act, it is important to understand what to look for and what your rights are.
What Makes a “Good” Service Agreement?
There is no single “standard” agreement; every provider has their own. However, a good agreement should feel fair and transparent. It should clearly define:
- Rights and Responsibilities: What you can expect from the provider and what they expect from you.
- Compliance: It must meet the requirements of the Aged Care Act and the Aged Care Quality Standards.
- Clinical Safety: It should outline how the provider will ensure safe care through clinical assessments and reviews.
What Must Be in a Support at Home Agreement
The Support at Home Care Agreement (sometimes called a Home Care Agreement or Service Agreement) is a legally binding contract between you and your approved aged care provider. Under the Aged Care Act 2024, the agreement must contain certain mandatory elements.
Before signing, check that the agreement includes all of the following:
Mandatory Elements
- The services to be provided — a specific list of what services you will receive, how often, and for how long
- The service streams — which of the six Support at Home streams your services fall under (Independence, Everyday Living, Clinical Supports, AT-HM, Restorative Care, or End of Life)
- Your support level and quarterly budget — how much funding is available and how it is allocated
- Care management fees — the specific dollar amount or percentage of your budget that will be charged for care management and coordination
- Package management or administration fees — any additional fees for managing the package
- What happens to unspent funds — how unspent budget is tracked and whether it carries forward
- How to request a change to your care plan — the process and timeframe for care plan reviews
- Your rights and how to make a complaint — including the Aged Care Statement of Rights and how to contact the ACQSC
- What happens if you or the provider ends the arrangement — notice periods, exit processes, and what happens to unspent funds
- Worker screening confirmation — that workers delivering care have completed required screening
Rights vs. Responsibilities
As a participant, you have defined rights, but you also have a few key responsibilities to keep the services running smoothly.
Examples of Your Responsibilities:
- Worker Safety: You are responsible for treating workers with respect and working with the provider to ensure your home is a safe environment for staff.
- Financial Contributions: You must pay any agreed-upon participant contributions.
- Transparency: You must notify Services Australia or My Aged Care if your financial situation changes (e.g., an inheritance), as this may affect your government subsidies.
The Provider’s Responsibilities:
- Budget Management: They must provide you with monthly statements so you can see exactly how your budget is being spent.
- Clinical Care: They are responsible for conducting comprehensive assessments, usually by a nurse or Allied Health professional, and regular reviews every 3 to 12 months.
- Reporting: They handle all the heavy lifting regarding government reporting and claims.
Understanding Care Management Fees — The Most Important Part of Your Agreement
Care management fees are deducted from your Support at Home budget before you receive direct services. This is one of the most important financial considerations when choosing a provider and reviewing your agreement.
What Are Care Management Fees?
Care management (sometimes called case management) covers the cost of your care coordinator — the person who develops your care plan, coordinates your services, manages your budget, and communicates with you and your service providers.
What Are Package Administration Fees?
Some providers also charge a separate administration or package management fee, which covers back-office costs (billing, compliance, IT systems, reporting).
What Is a Reasonable Amount?
The Australian Government does not set a mandatory cap on care management fees under the Support at Home program, but the expectation is that fees are transparent, reasonable, and clearly agreed upon.
How to Compare Providers Before Signing
You have the right to take your time and compare providers before signing a Support at Home agreement. Consider asking multiple providers the following questions:
| Question | Why It Matters |
|---|---|
| What are your total fees (care management + admin) as a percentage of budget? | Directly affects how much goes to your actual services |
| What is your average wait time for services? | Affects when services actually start |
| Can I choose my own allied health providers? | Important if you have an existing relationship with a therapist |
| How do you handle urgent needs (e.g., post-hospital discharge)? | Indicates responsiveness and capacity |
| What is your staff turnover rate? | High turnover often means inconsistent care |
| What is your complaints process? | Should be easy, accessible, and genuinely independent |
| Do you provide regular budget statements? | You are entitled to know how your money is being spent |
Common Questions About Providers and Changes
Can I use a “non-registered” provider?
No. Under the Support at Home program, you must engage a registered provider. However, that registered provider can use “associated providers”, third-party contractors like gardeners or allied health professionals, to deliver specific parts of your care.
What happens if my health or circumstances change?
If your health declines (for example, after a fall) and your current classification no longer provides enough support, you can request a Support Plan Review. This involves a new assessment through My Aged Care, which may be done over the phone or in person at your home.
Do I have to attend regular meetings?
While providers are required to conduct reviews to ensure your care is safe and meeting your goals, you aren’t strictly required to attend a specific number of “meetings.” It is a collaborative process designed to support you, not a chore to check off.
About Community Therapy
If you’re navigating these agreements and want to understand the clinical side of care, such as how a mobile therapist can support your goals, Community Therapy is an associated Support at Home Allied health provider and an approved CHSP provider.
We work alongside various registered Support at Home providers to deliver clinical assessments and ongoing therapy.Â
If you are considering allied healthcare under your Support at Home plan, you are welcome to contact us for a transparent conversation whether we’re a good fit!
February 15, 2026
