Aged care update

Support at Home: latest changes, common problems and how to ask for reassessment

The Support at Home program is now the main in-home aged care program for many older Australians. Families are still learning how the new system works, what is funded, and what to do when the package no longer meets a person's needs.

Updated 27 September 2026. This article is general information only. For individual advice, contact My Aged Care, your provider, Services Australia or an aged care advocate.

What is changing next?

One of the most important upcoming changes starts on 1 October 2026. From that date, personal care services under Support at Home will move into the Clinical Supports contribution category. This means the Australian Government will fully fund approved personal care services when the person has personal care in their support plan and has available Support at Home funds.

Personal care can include essential help such as showering, dressing, hygiene and continence-related support. The change is important because many families have been worried about out-of-pocket costs for care that is needed for dignity, health and safety.

There are also ongoing updates to subsidy rates, supplements, schedules of contributions, digital systems and provider rules. The government has also announced extra consumer protections and is monitoring pricing and service quality under Support at Home.

Common problems people are having

Some of the most common problems families are reporting include:

• The budget does not stretch far enough. A person's support needs may have increased, or their classification may no longer match the help required.
• Confusion about what is included. Support at Home services must match the person's assessed needs, support plan and approved service list.
• Unexpected contribution costs. Contributions can apply differently depending on whether a service is clinical support, independence support or everyday living support.
• Difficulty understanding quarterly budgets. Budgets are allocated quarterly, and carry-over limits can apply to unspent funds.
• Waiting for changes after health decline. Falls, hospital admissions, memory changes, carer burnout or reduced mobility can mean a person's current package is no longer enough.
• Not knowing who to call. Families may be unsure whether to speak with the provider, My Aged Care, Services Australia or an advocate.

When to ask for reassessment

A reassessment may be needed when the person's current support is no longer meeting their needs. This can happen after a fall, hospital stay, new diagnosis, worsening mobility, increased personal care needs, carer stress, memory changes, weight loss, isolation, or difficulty managing meals, medication, hygiene or home safety.

Under Support at Home, participants are assigned a funding classification based on their assessed needs. If the existing budget cannot meet those needs, the person may need to be reassessed for a higher classification and larger budget.

How to ask for reassessment or an upgrade

1. Write down what has changed. Include falls, hospital visits, new diagnoses, changes in showering, dressing, continence, meals, cleaning, transport, mobility, memory, behaviour, safety, social isolation and carer strain.
2. Collect supporting evidence. Useful evidence may include GP letters, hospital discharge summaries, allied health reports, medication changes, falls history, carer notes and examples of tasks the person can no longer do safely.
3. Talk with the current provider. Ask whether the current support plan and budget are still enough. Ask for clear notes on unmet needs and any services that cannot be delivered within the current budget.
4. Contact My Aged Care. Call 1800 200 422 and ask for a reassessment because the person's needs have changed. Be specific about safety risks and daily tasks that now require help.
5. Prepare for the assessment. Have a family member, carer or advocate present if helpful. Be honest about bad days, not just the best day. Explain what happens when support is not provided.
6. Ask what happens next. Confirm whether the person will receive a new support plan, a different classification, interim support or referrals for extra services such as assistive technology or home modifications.

What to say when calling My Aged Care

You can say: "The current Support at Home services are no longer meeting the person's assessed needs. Their care needs have changed and there are safety concerns. We would like a reassessment for a higher level of support."

Then give real examples. For instance: "They need help showering safely," "They have had two falls," "The carer can no longer manage alone," "They cannot prepare meals safely," or "They are missing appointments because transport and prompting are not enough."

What families should check now

• Does the support plan include the services the person actually needs?
• Are personal care services approved in the support plan?
• Is the quarterly budget running out before the end of the quarter?
• Are contribution charges clear and explained before services are delivered?
• Has the person had a recent decline that should trigger reassessment?
• Would equipment, home modifications or allied health make home safer?

How Motion Caring can help

Motion Caring can help older people and families in Hervey Bay with practical aged care support, including personal care, shopping, cleaning, appointments, community access, social support and daily routines. We can also help families think through what support is working, what is not working, and what changes may need to be discussed with My Aged Care or a provider.

We cannot approve packages or guarantee reassessment outcomes, but we can help families clearly identify everyday support needs and safety concerns so they feel more prepared for conversations with My Aged Care and assessors.

Official sources

• About the Support at Home program
• Support at Home funding classifications
• Charging for Support at Home services
• Personal care contribution change from 1 October 2026
• Support at Home program news
• My Aged Care