Frequently asked questions and answers

You can visit our website for information about the quality of care delivered at your service from our most recent site visit.

If the service has not met certain standards of care, you can access this information and see what actions are being taken through My Aged Care’s non-compliance checker.

Your package is based on your needs and may be used to meet the costs of:

• personal care, nursing, allied health and therapy services
• meal preparation and diet
• home maintenance or minor home modifications
• goods, equipment and assistive technology
• transport
• social and other specialised support.

The care and services provided as part of your package do not replace other health programs that you might be eligible for such as your general practitioner (GP) and hospital care and admissions.

For more information, download the Home Care Package manual from the My Aged Care website.

Your package cannot be used for:

• items that you would normally purchase using your general income – for example, buying food, including groceries and take-away meals (except as part of enteral feeding requirements)
• payment for permanent accommodation, including assistance with home purchase, mortgage payments or rent
• payment of home care fees owing to your chosen provider; or fees or charges for other types of care funded, or partly funded, by the Australian Government
• home modifications or assets that are not related to your care needs
• travel and accommodation for holidays
• cost of entertainment activities, such as club memberships and tickets to sporting events
• gambling activities
• payment for services and items covered by Medicare (for example, visits to your GP) or the Pharmaceutical Benefits Scheme (for example, most prescribed medication).

The care and services provided as part of your package do not replace other health programs that you might be eligible for such as your general practitioner (GP) and hospital care and admissions.

For more information, download the My Aged Care Home Care Package manual.

Your provider must always offer you a written Home Care Agreement, however, you do not have to sign it. 

You can enter into a Home Care Agreement with your chosen provider without signing it. This means you will still be able to access home care services.

The provider will need to record why you did not sign the agreement, and what actions they took to enter into the agreement instead. This may include the provider maintaining:

• a copy of the Agreement offered to you
• a note of the discussion they had with you about the Agreement details (including the date the discussion took place)
• proof that you are receiving the Home Care Package described in the Home Care Agreement.

Is important to remember that you and the provider enter into a Home Care Agreement as partners. You should be given time to read and understand the Home Care Agreement and make choices that you are comfortable with. You can also seek independent legal advice before entering into a Home Care Agreement.

If you are unable to enter into a Home Care Agreement because of physical or medical difficulties, your nominated representative may enter the agreement on your behalf.

Each Home Care Package service provider charges a different amount for care and services. How much they charge depends on the prices they have set and the services you need. All home care providers must publish their full price list of all services and costs online.

Your Home Care Agreement and individual budget should contain the provider’s fee structure and will also determine when the fees can be changed. If this is not contained within the agreement for services, then the fees cannot be changed without full consultation and agreement. You may wish to read more about fees and charges on the My Aged Care website.

For information on the transfer of unspent funds, please visit the Department of Health’s website.

Where can I find more information about my service provider?

You can visit our website for information about the quality of care delivered at your service from our most recent site visit.

If the service has not met certain standards of care, you can access this information and see what actions are being taken through My Aged Care’s non-compliance checker.

Does a provider need to have a certain number of staff?

While there are currently no legislated staffing ratios, aged care services are required to employ staff who are skilled and qualified to provide safe quality care and services.

If you are concerned about the quality of care and services you or someone else is receiving, we encourage you to:

• Raise a complaint directly with your service provider first. They are required to encourage and support complaints and feedback process.
• If you are unable to resolve the issue with the service directly, or feel uncomfortable to do this, you can submit a complaint to the Commission. Call us on 1800 951 822 or lodge your complaint online.

Your Home Care Agreement should include detailed information about when your services can be terminated.

A home care provider may stop providing services in certain situations. For example, if you:

• can no longer receive the level of care you need with the resources available by your existing provider
• notify your provider, in writing, that you no longer require their services
• you are moving to a location where the provider does not deliver care services that have intentionally caused serious injury, harm or infringed on the rights of a home services worker.

If a home care provider is planning to stop offering their services to you, they need to notify you first, clearly explain their reasons and provide you with an opportunity to ask questions.

While there are currently no legislated staffing ratios, aged care services are required to employ staff who are skilled and qualified to provide safe quality care and services.

If you are concerned about the quality of care and services you or someone else is receiving, we encourage you to:

• Raise a complaint directly with your service provider first. They are required to encourage and support complaints and feedback process.
• If you are unable to resolve the issue with the service directly, or feel uncomfortable to do this, you can submit a complaint to the Commission. Call us on 1800 951 822 or lodge your complaint online.

The impacts of the COVID-19 pandemic on the aged care sector have been significant and have created many challenges around visitor access.

Providers are expected to balance their responsibilities to reduce the risk of COVID-19, with their responsibilities for meeting the physical, social and emotional needs of consumers.

The Commission recognises the known physical, psychosocial and nutritional impacts on older people if they experience extended periods of social isolation. Our Ensuring safe visitor access to residential aged care statement outlines what our position is on provider responsibilities relating to visitor access.

In response to the COVID-19 pandemic, residential aged care services have been required to put in place measures for access by visitors to reduce the risk of transmission.

This fact sheet provides information for residential aged care providers on supporting visitations to residential aged care consumers while COVID-19 remains an ongoing risk.

Access COVID-19 information for aged care consumers and providers via the:

• Commission’s website
• Department of Health’s COVID-19 resource
• Older Persons COVID-19 Support Line on 1800 171 866.

Yes. A service can refuse to admit an individual as a respite or permanent resident including moving a resident from respite care to permanent care.  The service does not need to provide a reason for refusing admission.

Can the provider ask me/my relative to leave the residential care service or move rooms?

This will depend on whether you or your relative entered the service on a temporary or permanent care placement.

Respite placements are valid for the duration of the agreement.  A provider is not required to extend a respite agreement or move a respite resident to a permanent agreement.

For permanent residents, if your service asks you or your relative to move rooms or leave the service this should require your agreement. These rules should be set out in your agreement.

A service must provide a clear and reasonable explanation about why you or your relative has been asked to leave, for example:

• the service is closing
• your longer-term needs or those of your relative are not able to be cared for by the service
• care is no longer required
• You or your relative has intentionally caused serious injury or harm to a staff member or other resident
• You or your relative has caused damage to property.

In addition to providing a reasonable explanation, the service must provide you reasonable notice, help you locate another service that meets your needs, and offer you an opportunity to appeal their decision.

This will depend on whether you or your relative entered the service on a temporary or permanent care placement.

Respite placements are valid for the duration of the agreement.  A provider is not required to extend a respite agreement or move a respite resident to a permanent agreement.

For permanent residents, if your service asks you or your relative to move rooms or leave the service this should require your agreement. These rules should be set out in your agreement.

A service must provide a clear and reasonable explanation about why you or your relative has been asked to leave, for example:

• the service is closing
• your longer-term needs or those of your relative are not able to be cared for by the service
• care is no longer required
• You or your relative has intentionally caused serious injury or harm to a staff member or other resident
• You or your relative has caused damage to property.

In addition to providing a reasonable explanation, the service must provide you reasonable notice, help you locate another service that meets your needs, and offer you an opportunity to appeal their decision.