Support at Home Update: Key Changes for Home Care Providers

The Australian Government has now finalised the aged care rules and recently released the updated Support at Home (SaH) Program Manual.

These updates confirm how the next chapter of aged care will operate. They define what’s included, what’s capped, and what home care providers must demonstrate to remain compliant. Care management, reporting, consumer choice, and provider obligations are now clearly outlined — along with some new details that may catch providers by surprise.

What’s New in the Latest Manual

The updated manual fills in all previous placeholder sections and clarifies legislative references. It also provides new or expanded guidance on:

• Updated classification amounts and funding reimbursements
• Evidence requirements for claims, including services delivered by third parties and assistive technology
• How Support at Home will interact with the Commonwealth Home Support Program (CHSP)
• Interim funding and subsidy indexation for ongoing classifications
• Updates to the single provider model
• Service agreements and how they must be structured
• The calculation of care management funding
• Rules for managing unspent funds and contribution rates for transitioned and grandfathered participants
  

The Department has also released:

• An updated Summary of Indicative Support at Home Prices
• New fact sheets for providers on consumer protections, and setting up SaH prices
• A fact sheet for participants about price transparency and protections
• Sample invoices published by Services Australia

You can read the full Support at Home Program Manual on the Department of Health and Aged Care website.

Background: The Road to November 2025

From 1 November 2025, the Support at Home Program will replace the existing Home Care Packages (HCP) and Short-Term Restorative Care (STRC) programs.

This reform introduces a single, outcomes-based model designed to help older Australians live independently at home for longer. For providers, it brings new operational, funding, and compliance requirements under the Support at Home Program Rules and the Program Manual for Registered Providers.

To deliver services effectively — and stay compliant — providers will need greater visibility, stronger governance, and home care management systems that can adapt to continuous reform.

1. Pricing Transparency and Service Agreements

Under Support at Home, providers must publish their common service prices on My Aged Care, updating them at least every two months. Prices must include all costs — labour, travel, and administration — with no hidden or additional fees.

Before services begin, providers must:

• Document agreed prices in a service agreement with each participant
• Confirm the participant’s understanding and consent
• Keep an auditable record of all pricing discussions and changes

This emphasis on pricing transparency and consumer understanding makes digital record-keeping critical for compliance.

2. Individualised Budgets and Participant Involvement

Each participant must have an individualised budget developed with their provider. The budget outlines funding allocations, goals, and care priorities — and a copy must be provided to the participant.

When a participant’s needs or financial situation changes, providers must review and update their budget.

With OneTouch, this process is simple. Automated version control, real-time budget tracking, and built-in alerts help ensure budgets are accurate and up to date — without adding administrative pressure.

3. Monthly Statements and Financial Accountability

Providers must issue monthly statements to participants showing:

• Services delivered and by whom
  
• Participant contributions
  
• Remaining available funds

Statements must be provided by the final day of the following month, even if no services were delivered. A final statement must also be issued when care ends.

Manual reporting can’t meet these accuracy and timing standards at scale. With OneTouch, compliant statements are generated automatically using live billing and service data.

4. Claiming and Evidence Requirements

Every claim submitted through the Aged Care Provider Portal must be supported by documentation that proves:

• Services and prices match the signed service agreement
  
• Services were delivered as claimed
  
• Any equipment or modifications were invoiced correctly

Claims must be lodged within 60 days of the claimable period. Providers also need to retain clear evidence — including care notes, attendance logs, and digital signatures — for auditing purposes.

Using a digital care management system like OneTouch ensures that this evidence trail is complete, consistent, and audit-ready.

5. Care Planning and Ongoing Reviews

Care plans must be created before or on the first day of service delivery. They must reflect each participant’s goals, preferences, and wellness or reablement outcomes — in line with the Strengthened Quality Standards.

Plans also need to be reviewed whenever circumstances change, such as after a re-assessment or hospital stay.

With OneTouch, updates are quick and traceable. Version control ensures every care plan remains accurate, compliant, and easy to monitor.

The Case for Digital Readiness

The Support at Home Program introduces a new level of precision and accountability for providers. To keep pace, services will need systems that deliver:

• Real-time visibility of budgets, claims, and care documentation
  
• Integrated reporting and performance insights
  
• Automated monthly statements
  
• Secure, traceable evidence for every service delivered

OneTouch was built for this environment — offering a single, centralised platform that connects care management, rostering, billing, and compliance in one easy-to-use system.

Preparing for November 2025

The countdown to Support at Home is on. Providers that invest now in digital readiness will be well placed to deliver transparent, person-centred care while meeting the new program’s detailed reporting and governance standards.

Simplify compliance. Strengthen care. Future-proof your organisation.
Find out how OneTouch can help your team get ready for the Support at Home Program.