The introduction of the Support at Home program was intended to improve how older people access care at home — but with continuing reports of early implementation issues, it is clear the program has not yet reached its full intent.
Since coming into effect on 1 November 2025 under the Aged Care Act 2024, the program has brought changes to the way services are delivered and funded. For many older people, their families and support network the transition has been marked by confusion and uncertainty.
The number of information provisions and advocacy cases delivered that involved an older person with a Home Care Package or receiving Support at Home increased by 51% for the period 1 October to 31 December 2025, compared to three months prior.
Elder Rights Australia financial advocate Jane Sullivan is among the many independent advocates from the nine members of OPAN’s network working hard to support older people to navigate the transition, as well as other changes that came about with the new Act. Jane said the key issues that older people have raised with her are:
- a lack of clarity around fees and charges
- invoices and monthly statements not being provided in a timely manner
- confusion around the implementation of Higher Everyday Living Fees (HELF) in residential aged care homes
- co-contributions and financial hardship
- care plans exceeding budget and out-of-pocket costs.
For older people encountering these issues, Jane recommends ensuring their income and assets assessment is up to date with Services Australia as a first step. ‘This is key to ensuring accurate liability or to not pay fees and charges, including co-contributions for Support at Home services,’ Jane said.
‘Speak with your provider about your concerns as early as possible – where your provider is not communicating appropriately – engage with advocacy for support.’
For those looking to apply for financial hardship assistance, Jane reminded older people that their provider can assist with completing an application form, and that this should be done as soon as the likelihood of financial hardship becomes a reality. It’s important that older people check they meet the eligibility criteria for financial hardship assistance before applying, which an advocate can support them to do.
Jane Sullivan, financial advocate from Elder Rights Australia
There is also support available for older people who are not happy with the outcome of their service agreement, Jane said. ‘The new Statement of Rights clearly states that the older person has the right to “be informed in a way they understand and to raise concerns without fear and reprisal”, and that their “feedback must be dealt with fairly and promptly”.
‘Where older people have concerns about their service agreement and they have raised this with their provider but haven’t received a satisfactory response, advocacy can provide support to engage with the provider.
‘Advocacy can also provide support to older people to submit a complaint to the Aged Care Quality and Safety Commission, where necessary.’
Jane encouraged older people to feel empowered to speak up and use their right to an independent advocate. ‘The most common thing I hear older people say is “I don’t want to create a problem” and my response is always “you’re not creating a problem by asking for what you need”,’ she said.
‘I encourage older people to be aware of their rights, not be afraid to ask questions, speak up when their needs are not being met, and to remember they are always welcome to engage with advocacy for information and support any time they need us.’
For more information or support call the Aged Care Advocacy Line on 1800 700 600 or register for OPAN’s upcoming webinar ‘Getting the services you need: Support at Home’, visit our website: https://opan.org.au/event/support-at-home-2026