Support at Home Agreement Checklist: A Practical Guide for Older Australians and Their Families Before Signing

When transitioning to Support at Home, one of the first things you’ll do with your chosen provider is review and sign a service agreement.

This is your opportunity to clearly confirm the services you’ll receive, the cost of each service, your personal contribution amount, your rights and protections, and the provider’s responsibilities.

While it may seem like routine paperwork, this agreement plays a major role in shaping your overall care experience. It sets out what support will be delivered, how fees are structured, and how any changes will be handled over time.

Before signing, it’s important to feel comfortable and fully aware of what you’re agreeing to.

Your Support at Home Agreement Checklist

Below is a structured guide to help you assess your agreement with confidence.

1. Confirm the Agreement Is Written Clearly

Before reviewing the details, check that:

• The agreement is provided in writing
• The language is clear and easy to understand
• You have been given enough time to review it
• You are not being pressured to sign immediately



2. Check That All Agreed Services Are Listed

The agreement should clearly list the exact services you will receive.

These might include:

• Personal care (bathing, dressing, grooming)
• Nursing or clinical care
• Allied health support
• Domestic assistance
• Meal preparation
• Transport
• Social support
• Independence supports

Review and confirm:

• Each service is described clearly
• The frequency of services is stated (e.g. weekly, fortnightly)
• Clinical care services are clearly explained (if applicable)
• Personal care services are listed correctly
• Domestic assistance is specified
• Transport, social support or independence services are included (if discussed)
• Nothing discussed during your care planning meeting is missing

Avoid vague descriptions. If something sounds unclear, ask for a detailed explanation.

3. Review the Pricing Structure Carefully

Under Support at Home, pricing works differently from the previous Home Care Package system.

Now:

• Each service has an all-inclusive price
• There are no separate package management fees (these are no longer permitted)
• There are no hidden or additional charges
  

Carefully check that:

• The price of every service is clearly listed
• You understand what is included in each price
• You are not being charged for anything not written in the agreement
• Payment frequency is clearly stated (weekly, fortnightly, monthly)
• The payment method is explained

If prices look different from your previous arrangement, ask your provider to explain the changes.

4. Understand Your Participant Contribution

From November 2025, Services Australia will send a letter confirming your personal contribution rate.

Before signing, confirm:

• You understand your individual contribution rate
• Your budget clearly outlines how contributions apply to you
• The agreement includes a statement confirming your agreement to pay required fees
• You know when and how your contribution must be paid

You may choose to wait for your Services Australia letter before signing. Services should continue while you review your options.

5. Review Your Individualised Budget

Your provider should supply a personalised budget that includes:

• The total funding available
• The cost of each service
• Your contribution amount
• A breakdown showing how funds are allocated

If anything appears inconsistent, ask for a detailed explanation.

6. Confirm Your Rights Are Clearly Stated

Your service agreement must outline your rights as a care recipient.

Check that it includes your right to:

• Dignity and respectful treatment
• Safe, high-quality care
• Privacy and confidentiality
• Choice and control over your services
• Raise concerns or complaints without fear

If your rights are not clearly documented, request clarification.

7. Understand Your Responsibilities

A fair agreement outlines your responsibilities as well.

These may include:

• Providing accurate information about your health and needs
• Paying agreed contributions
• Maintaining a safe environment for staff
• Treating care workers respectfully

Make sure you understand what is expected of you.

8. Review the Provider’s Responsibilities

Your agreement should clearly explain what your provider must deliver as part of your aged care support plan.

Confirm that it states they will:

• Deliver services as agreed
• Communicate changes in advance
• Obtain your consent before changing services or prices
• Protect your personal information
• Follow aged care laws and regulations
  

9. Check How Changes to Services Are Managed

Care needs change over time. Your agreement should explain how this is handled.

Look for:

• The process for increasing or reducing services
• How price changes are managed
• Required notice periods
• How your consent is recorded
  

10. Understand Exit and Provider Change Options

You have the right to move to a different aged care provider if your needs or preferences change.

Review:

• The process for ending the agreement
• Any notice periods required
• How to change providers
• Whether there are any exit-related conditions
  

Working with an experienced and approved My Aged Care Provider can make this step far less overwhelming, helping you understand the details and make informed decisions.

Download the Support at Home Agreement Checklist

Having a physical checklist in front of you can make conversations more organised and less stressful. It also helps you compare providers more confidently if you are still exploring your options.

This easy-to-follow checklist is designed for seniors and their cares who want a clear, structured way to review Support at Home agreement before signing.

Extra Checks for More Complex or Sensitive Supports

Some supports require additional clarity because they involve privacy, dignity or rapidly changing needs.



If Your Care Includes Continence Management

Clarity in this area protects dignity and comfort. Confirm that your agreement and care plan clearly outline:

• Privacy and dignity protections (including your preferences)
• Consistency of workers where possible
• Timing of support (e.g. morning vs evening care)
• What is included in the service vs what is supplied separately
• What happens if needs increase or frequency changes



 If Your Care Includes End-of-Life Support at Home

You deserve calm, respectful and coordinated care, and your agreement should reflect that. Ask for written confirmation about:

• How quickly support can be adjusted if needs change
• Availability of weekend or after-hours support
• Who coordinates with health professionals (GP, nurses, palliative care team)
• How family members will be supported and kept informed
• What to do if something changes suddenly



Confirm You Have Had Time to Ask Questions

Before signing, ask yourself:

• Have all my questions been answered clearly?
• Do I understand the pricing structure?
• Do I feel comfortable with the agreement?
• Have I discussed this with a family member or trusted person (if needed)?

You are entitled to take your time. If concerns remain unresolved, you can contact the Aged Care Quality and Safety Commission, the independent regulator of aged care providers in Australia.

Moving Forward With Confidence

The transition to Support at Home aims to improve transparency and simplify Australia’s aged care system. Taking the time to review your agreement carefully supports independence, dignity and peace of mind.

If you are preparing to sign your Support at Home service agreement, use this checklist as your guide and never hesitate to ask questions along the way. Contact us for more information.