The Aged Care Quality and Safety Commission has launched an investigation into a Support at Home provider following a prudential review that identified possible breaches of pricing and consumer protection requirements.

Conducted between January and June 2026, the review examined 25 Support at Home providers assessed as higher risk based on their compliance history. It considered pricing transparency, service agreements, financial reporting and prudential management.

One provider is under formal investigation after the Commission found evidence that it may have:

• included care management costs in service delivery prices
• made price changes without first discussing and agreeing the changes with older people
• failed to provide requested information and documentation to the Commission

Aged Care Quality and Safety Commissioner Liz Hefren-Webb said providers must be transparent and accountable in their dealings with older people.

“Older people have a right to clear information about the services they receive, the prices they pay and how their funding is used.

"The rules are clear. Providers cannot include care management costs in service prices and must not implement price changes until they have been discussed and agreed with people."

The review findings, published today by the Commission, identified some common issues across the providers reviewed, including inaccurate pricing information, outdated service agreements, late financial reporting and weaknesses in governance.

In addition to the provider under formal investigation, four providers were fully compliant, 18 resolved identified issues through engagement with the Commission, and two remain under close supervision.

“Where providers engage with us and address issues, we will work with them as they improve their compliance. Where we identify serious concerns or a failure to cooperate, we will not hesitate to take stronger action,” the Commissioner said.

The Commission takes a proportionate approach to non-compliance, escalating to stronger regulatory action where concerns are serious, ongoing or not addressed.

The review also identified examples of good practice, including strong governance, effective monitoring, and approaches that place older people at the centre of decision-making.

The findings of the review will inform the Commission’s future education, monitoring and regulatory activities.

The Commission will continue to monitor Support at Home providers. Anyone concerned about their provider’s services, pricing or practices should contact the Commission.

Media enquiries: media@agedcarequality.gov.au

Background

Support at Home prudential review (January to June 2026)

• 25 providers assessed as higher risk based on their compliance history
  • 4 providers were fully compliant
  • 18 providers addressed compliance issues through engagement with the Commission
  • 2 providers remain under ongoing compliance management and regulatory oversight
  • 1 provider subject to formal investigation

The Commission will not identify the provider under investigation while inquiries are ongoing.

Common compliance issues identified

• Incomplete or inaccurate pricing information
• Missing or outdated service agreements
• Late financial reporting
• Weaknesses in governance and prudential management systems
• Deficiencies in provider documentation and record keeping

Examples of good practice

• Strong governance and oversight arrangements
• Effective monitoring and reporting systems
• Mature financial and prudential management processes
• Decision-making focused on the needs and interests of older people

The review findings are published on the Commission’s website here.

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the regulator of aged care services in Australia, responsible for protecting and enhancing the safety, health, wellbeing and quality of life of people receiving aged care.

More information is available at: www.agedcarequality.gov.au.