New Clients in the Support at Home Programme

If you’re joining aged care on or after 1 November 2025, you’re a new client in the Support at Home programme.

This fact sheet explains what this means for you. We’re here to help you feel confident and supported as you start your journey to stay independent at home.

What Does "New Client" Mean?

As a new client, you’re starting fresh with the Support at Home programme, designed to help you live well at home for longer.
You’ll get personalised care tailored to your needs, with clear funding and support to keep things easy and stress-free.
This applies to anyone beginning aged care services from 1 November 2025 onwards.

Getting Started with Support at Home

Step 1: Contact My Aged Care (Government)

Call or visit My Aged Care to get referred for an assessment. It’s free and simple!

Step 2: Assessment

An Assessment Centre will use the Integrated Assessment Tool (IAT) to understand your needs (e.g., help with mobility, nursing, or daily tasks).

Step 3: Your Support Plan

Your Support Plan: You’ll get a Support Plan with a Notice of Decision, showing your approved services and funding level.

Step 4: Choose Your Provider

Work with the My Way team to pick services from an approved list that suit your needs.

Step 5: Sign a Service Agreement

Your provider will give you a clear agreement outlining your care and costs.

Your Care and Services

You can choose services to help you stay healthy, active, and connected, such as:

Clinical care

Nursing, occupational therapy, or continence support.

Independence

Help with dressing, transport, or respite care.

Everyday living

Cleaning, gardening, or meal preparation.

Special options include Restorative Care (up to 16 weeks to regain independence, with extra funding of $6,000–$12,000) or End-of-Life Support (extra help in your final 3 months at home).

If your needs change, just ask for a reassessment to update your plan – we’ve got you covered!

Your Funding and Budget

Your funding is based on your needs and comes in quarterly budgets (every 3 months: July, October, January, April).
You’ll be assigned one of 8 ongoing funding levels (or a short-term option) to cover your services.
About 10% of your budget goes to care management to plan and coordinate your care.
Any unspent funding each quarter can roll over up to $1,000 (or 10%) – but no more than that.
Track your budget easily on the My Aged Care portal – it’s clear and user-friendly!

What You’ll Pay

Your funding level (classification and associated quarterly budget) is determined solely on your assessed care needs via the Integrated Assessment Tool.

Your payments are also means-tested, based on your income and assets:

If you’re a full pensioner, you might pay around 5% for some services.
If you’re a part-pensioner or self-funded, you may contribute more, depending on your means test.
No hidden fees – costs for care management are built into your services.
If paying is a concern, talk to your provider about hardship options – the government can help.

Why This Is Great for You

Personalised care: Your services are tailored to what you need to stay independent and happy at home.
More choice: Pick from a wide range of approved services with your care partner’s support.
Clear and fair: Your budget and costs are easy to track on My Aged Care.
Protected rights: The Statement of Rights ensures you’re treated with respect, dignity, and fairness.

What Should You Do Next?

Contact My Aged Care to start your assessment process – the sooner, the better!
Once you have your Support Plan, choose a provider that feels right for you.
Chat with your care partner about your needs and preferences – they’re here to make it easy.
Log in to My Aged Care to check your plan and budget, or ask for help if needed.

Where to Get Help

My Aged Care

Call 1800 200 422 (free), Monday–Friday 8am–8pm, Saturday 10am–2pm (local time). Visit myagedcare.gov.au.

My Way

Contact us for personal advice about your care.

Department of Health and Aged Care

Check health.gov.au/support-at-home for guides and updates.

We’re thrilled to welcome you to Support at Home and help you live your best life at home. This information is based on the Support at Home Programme Manual (September 2025). If anything changes, check official sources.