Associated Providers Under Support at Home: What Providers Need to Know
Since the commencement of the Support at Home program on 1 November 2025, providers are now operating under a significantly strengthened regulatory framework for the delivery of in-home aged care.
One of the most material changes is the formal recognition of associated providers under the new Aged Care Act. For Support at Home providers, these arrangements are no longer peripheral, they sit squarely within ongoing compliance, governance and risk management obligations.
Understanding what an associated provider is, and how they must now be managed, is critical for providers delivering services under Support at Home. In this article we’ll cover:
- What is an Associated Provider?
- Accountability Cannot be Delegated
- Why Associated Provider Assurance Matters Now
- Managing Associated Providers Across the Full Lifecycle
- Applying a Risk-Proportionate Approach
- Workforce Training, Credentials and Suitability
- Supporting Associated Providers Post-Commencement
- What Support at Home Providers Should be Doing Now
- How OneTouch Supports Associated Provider Oversight Under Support at Home
- Associated Providers Under Support at Home: Q&A
What is an Associated Provider?
Under the Aged Care Act 2024, an associated provider is any third party engaged to deliver aged care services on behalf of a registered provider.
This includes:
- Subcontracted organisations
- Sole traders
- Agency staff
- Individual third-party workers
- Workers engaged by clients in self-management arrangements
If a third party is delivering funded aged care services under your registration, they are likely to be an associated provider.
Organisations that only supply goods (such as equipment or consumables) are not considered associated providers.
Accountability Cannot be Delegated
A key feature of the new Act, now in effect, is the confirmation that registered provider accountability is non-delegable.
Even where services are delivered by associated providers, the registered provider remains responsible for:
- Compliance with the Aged Care Act and Aged Care Rules
- Meeting Support at Home and CHSP program requirements
- Upholding the Statement of Rights and Code of Conduct
- Compliance with the strengthened Aged Care Quality Standards (where applicable)
- Workforce screening, training and suitability
- Incident management, reporting and record-keeping
In practice, providers must now be able to demonstrate active oversight, not just rely on contractual arrangements.
Why Associated Provider Assurance Matters Now
Since the introduction of Support at Home, expectations around governance and assurance have shifted from implicit trust to evidenced due diligence.
Providers are expected to show that they have:
- Identified associated provider risks
- Put proportionate controls in place
- Clearly documented oversight arrangements
- Actively monitored service quality and compliance
The Associated Provider Assurance Framework has been developed to support providers in demonstrating this oversight in a structured and defensible way.
Managing Associated Providers Across the Full Lifecycle
Rather than treating compliance as a one-off activity, the framework promotes a lifecycle approach to associated provider management.
This includes:
Selection
Assessing suitability before engagement, including credentials, compliance history, insurance and service capability.
Formal agreements
Ensuring agreements clearly set out obligations, reporting requirements, escalation pathways and consequences for non-compliance.
Onboarding and induction
Confirming associated providers understand expectations, systems, reporting and quality requirements before service delivery begins.
Early review
Undertaking a structured review (for example at 60 days) to identify issues early and provide support or corrective action.
Ongoing monitoring
Scheduling periodic reviews, audits and targeted assurance activities aligned to risk.
This approach creates an evidence trail that supports audit readiness and regulatory engagement.
Applying a Risk-Proportionate Approach
The framework recognises that not all associated providers present the same level of risk.
Providers are encouraged to apply a risk-proportionate approach, increasing the level of oversight where services are higher risk or where providers are non-registered.
For example:
- Lower-risk services may require lighter, periodic assurance
- Higher-risk services or clinical care require more frequent and detailed monitoring
This balance is essential to meet obligations without creating unnecessary administrative burden or disrupting service continuity.
Workforce Training, Credentials and Suitability
Workforce oversight is a central component of associated provider management under Support at Home.
Providers must be able to demonstrate that associated provider staff:
- Hold appropriate checks and clearances
- Meet qualification and scope-of-practice requirements
- Complete mandatory training and refreshers
- Are competent to deliver the services assigned
Training expectations should scale with service risk, and providers should be able to evidence training access, completion and currency.
Supporting Associated Providers Post-Commencement
Although accountability sits with the registered provider, there is also an expectation that providers actively support associated providers to operate compliantly under the new arrangements.
This includes:
- Clear communication about legislative and program requirements
- Plain-language guidance on reporting and documentation
- Updated invoicing and evidence expectations
- Ongoing engagement around quality, safety and improvement
Providers that have taken a proactive, structured approach since commencement are better placed to maintain service continuity and reduce compliance risk.
What Support at Home Providers Should be Doing Now
Now that Support at Home is live, providers should be:
- Reviewing all current associated provider arrangements
- Confirming risk ratings by service type and provider status
- Ensuring agreements, onboarding and induction processes are current
- Implementing regular assurance and review activities
- Confirming systems can support evidence, reporting and audit requirements
Associated provider management is now an ongoing governance responsibility, not a transitional task.
How OneTouch Supports Associated Provider Oversight Under Support at Home
Managing Associated Providers under Support at Home requires more than contracts and policies. Providers also need practical systems that support day-to-day oversight, evidence capture and assurance, particularly where services are delivered by third parties.
OneTouch supports this via our home care management system and OneTouch Recruit.
Operational oversight through OneTouch Home Care
The OneTouch Home Care platform supports registered providers to maintain visibility over services delivered by both employed staff and Associated Providers. Service delivery records, visit information and documentation are captured centrally, supporting clear oversight of what services were delivered, when, and by whom.
This visibility is critical under Support at Home, where registered providers must be able to demonstrate accountability for all services delivered under their registration, regardless of who delivers the care.
Evidence to support assurance and review activities
Service notes, records and related documentation are stored in a single system, supporting file reviews, audits and periodic assurance activities. This makes it easier for providers to evidence oversight during internal governance reviews or engagement with the Aged Care Quality and Safety Commission.
Supporting a risk-proportionate approach
Providers can apply different levels of monitoring and review depending on service type or risk profile, aligning with the risk-proportionate approach outlined in the Associated Provider Assurance Framework. This helps balance compliance obligations with operational practicality.
Structured onboarding and credential management through OneTouch Recruitment
While oversight sits within Home Care operations, structured onboarding, credential collection and induction workflows are supported through OneTouch Recruit. This helps ensure that required documentation, checks and role-specific requirements are captured before services commence, reducing reliance on manual processes and spreadsheets.
Together, these capabilities help providers move from policy intent to operational evidence, a critical requirement under Support at Home and the new Aged Care Act. Book a demo today to see how OneTouch can help your organisation save time, reduce admin, and strengthen care outcomes.
Associated Providers Under Support at Home: Q&A
What is an Associated Provider under Support at Home?
An Associated Provider is any third party engaged to deliver aged care services on behalf of a registered provider. This includes subcontracted organisations, sole traders, agency staff, and individual workers engaged through self-management arrangements. If a third party delivers funded aged care services under your registration, they are likely an Associated Provider.
Are registered providers responsible for the actions of Associated Providers?
Yes. Under the Aged Care Act, accountability for service quality, safety and compliance cannot be delegated. Even when services are delivered by Associated Providers, the registered provider remains responsible for meeting legislative, program and quality requirements.
Does this apply to Support at Home providers only, or also CHSP?
The Associated Provider requirements apply across Support at Home and CHSP. While service types and risk levels vary, the expectation that registered providers demonstrate oversight and due diligence applies to all funded in-home aged care programs.
Do Associated Providers need to meet the same standards as registered providers?
Associated Providers must deliver services in line with the Aged Care Act, Code of Conduct, Statement of Rights, program requirements and (where applicable) the strengthened Aged Care Quality Standards. While they are not registered providers themselves, their services must meet the same regulatory expectations.
Are suppliers of goods considered Associated Providers?
No. Organisations that only supply goods (such as equipment or consumables) and do not deliver aged care services are not considered Associated Providers. The definition applies to parties delivering care or support services.
What does “non-delegable responsibility” mean in practice?
It means registered providers must be able to show they have actively overseen services delivered by Associated Providers. This includes having documented processes for selection, onboarding, monitoring, training, incident management and review, and being able to evidence these if requested.
How should providers monitor Associated Providers under Support at Home?
Providers are expected to apply a risk-proportionate approach. Lower-risk services may require lighter oversight, while higher-risk or clinical services require more frequent and detailed assurance activities such as audits, reviews and credential checks.
What evidence should providers keep for compliance?
Providers should retain evidence such as agreements, onboarding records, training and credential checks, service delivery records, incident reports, client feedback, audit outcomes and review notes. Records should be accurate, current and accessible for audits or regulatory engagement.
How can systems help manage Associated Provider oversight?
Digital platforms can support oversight by centralising service records, documentation and reporting, making it easier to evidence accountability and assurance activities. Recruitment and onboarding systems can support structured induction and credential collection before services commence.
What should Support at Home providers be focusing on now?
Providers should be reviewing existing Associated Provider arrangements, confirming risk levels, ensuring agreements and assurance processes are current, and confirming they can demonstrate active oversight in practice,not just in policy.
