Your guide to home care

package services
ISBN 978-1-925318-03-6

With the exception of the Commonwealth Coat of Arms and

where otherwise noted, all material presented in this document
is provided under a Creative Commons Attribution 3.0 Australia
(http://creativecommons.org/licences/by/3.0/au) licence.
The details of the relevant licence conditions are available
on the Creative Commons website (accessible using the links
provided), as is the full legal code for the CC BY 3.0 AU licence
(http://creativecommons.org/licences/by/3.0/au/legalcode).
The document must be attributed as the Department of Health
Your guide to home care package services.

Contact us
Enquiries regarding the licence and any use of this document
are welcome at:
Aged Care Information Section
Department of Health
PO Box 7576
Canberra BC 2610
Email: AACEI@health.gov.au
You can find this product at www.myagedcare.gov.au
This booklet is designed to help you, your family or your friends
make important decisions about your care. Although we have tried
to make it as comprehensive as possible, you may want more
specific information on the aged care system to make an informed
decision.
Information is current as at 27 February 2017.
Your guide to home care
package services

1
2
 Is this booklet right for you?
This booklet explains how older people can receive support in their
home and daily life through the Home Care Packages Program.
You should read this booklet if you have been assessed by an Aged
Care Assessment Team (ACAT), or an Aged Care Assessment
Service if you are in Victoria, for a home care package.
Otherwise call My Aged Care on 1800200 422 or go to
myagedcare.gov.au for information on the assessment process
and eligibility for different types of government-funded aged care:

Short-term and flexible care

Short-term care services in the home or residential care settings
for situations such as restorative care (return to independence),
transition from hospital or recovery from an accident or illness.

Entry-level support at home

Ongoing or short term care and support services through the
Commonwealth Home Support Program including help with
housework, personal care, meals and food preparation, transport,
shopping, allied health, social support and planned respite (giving
your carer a break).

More complex support at home

THIS BOOKLET

Four levels of consumer directed coordinated packages of

services through the Home Care Packages Program including
personal care, support services and nursing, allied health and
clinical services.

Residential aged care

Personal and nursing care in aged care homes for older people
unable to live independently in their own homes.

3
 Contents
What is a home care package? 5

Pathway to accessing a home care package 9

Receive the outcome of your assessment 10

Research home care providers and work out the cost 12

Be assigned a home care package 20

Enter into a Home Care Agreement 21

Manage your services 28

Further assistance 34

Check list - Research home care providers and work out costs 36

Check list - Enter into a Home Care Agreement 37

Check list - Changing providers 38

4
What is a home care package?
The Australian Governments Home Care Packages Program helps you to
live independently in your own home for as long as you can. The Program
provides a subsidy towards a package of care, services and case
management to meet your personal needs.
There are four levels of home care packages. A professional assessor will
work with you to find out if a home care package is the right service for
you, which level of service you need and when you might need it.
The four package levels are structured as follows:
yy Level 1 supports people with basic care needs
yy Level 2 supports people with low-level care needs
yy Level 3 supports people with intermediate care needs
yy Level 4 supports people with high-level care needs.
Each level of home care package provides a different subsidy amount. This
amount is paid to an approved home care provider that you have selected.
The subsidy contributes to the total cost of your service and care delivery.
It is also expected that you will contribute to the cost of your care where
your personal circumstances allow.
You can find out more on the subsidy rates at the Department of Healths
website www.agedcare.health.gov.au

Call My Aged Care on 1800 200 422 5

or go to www.myagedcare.gov.au
 What can home care package funds be used for?
The types of services that you can purchase under a home care package
include but are not limited to:
yy Personal services: assistance with personal activities such as
bathing, showering, toileting, dressing and undressing, mobility and
communication
yy Nutrition, hydration, meal preparation and diet: assistance with
preparing meals, including special diets for health, religious, cultural
or other reasons, assistance with using eating utensils and assistance
with feeding
yy Continence management: assistance in using continence aids and
appliances such as disposable pads and absorbent aids, commode
chairs, bedpans and urinals, catheter and urinary drainage appliances,
and enemas
yy Mobility and dexterity: providing crutches, quadruped walkers,
walking frames, walking sticks, mechanical devices for lifting, bed rails,
slide sheets, sheepskins, tri-pillows, pressure-relieving mattresses and
assistance using these aids
yy Nursing, allied health and therapy services: for example, this
may include speech therapy, podiatry, occupational or physiotherapy
services and other clinical services such as hearing and vision services
yy Transport and personal assistance: assistance with shopping,
visiting health practitioners and attending social activities
yy Management of skin integrity: assistance with bandages, dressings
and skin emollients.
A home care package may also support the use of:
yy Telehealth: video conferencing and digital technology (including remote
monitoring) to increase access to timely and appropriate care
yy Assistive technology: such as devices that assist mobility,
communication and personal safety
yy Aids and equipment: particularly those that assist a person to perform
daily living tasks can be purchased using funds from your package
budget. Your Home Care Agreement needs to specify whether it is
leased or who owns the item and who is responsible for ongoing
maintenance and repair costs.

Approved home care providers will work in partnership with you to tailor
care and services to best support your needs and goals.
6
What cant home care package funds be used for?
Home care package funds cannot be used as a general source of income
for items such as day-to-day bills, food, mortgage payments or rent as an
example. You can find a full list of exclusions on www.myagedcare.gov.au

Can I get a home care package?

If you have not already been assessed by an Aged Care Assessment Team
(ACAT) for a Home Care Package you (or your nominated representative)
need to contact My Aged Care on 1800 200 422. The contact centre
staff will ask you questions to help them understand your needs and care
arrangements to inform the next steps.
The contact centre staff may then:
yy arrange a face-to-face assessment of your needs that takes place in
your own home by a trained assessor
yy refer you for aged care services, reflecting any preferences you have
for particular service providers
yy provide you with aged care information and details on services that
may assist you.
They will also ask your permission to create a personalised client record.
This will hold up-to-date information on your needs, the results of any
assessments and any services that you receive. The client record will
reduce the need for you to retell your story.
You can also nominate family and friends as your representatives. They will
then be able to view your client record on the My Aged Care system and
can act as a representative on your behalf to discuss your care needs and
receive any mail relating to your home care package.

Call My Aged Care on 1800 200 422 7

or go to www.myagedcare.gov.au
 Assessing your needs
Following your discussion with the My Aged Care contact centre, if your
care needs indicate you might need a home care package, you will be
referred to an Aged Care Assessment Team (ACAT) to complete an
assessment. This assessment will identify the appropriate home care
package level to meet your needs.
An ACAT member will talk to you about your current situation and assess
and approve your eligibility to receive Australian Government-subsidised
aged care services. These assessments are free.
Your preferences will always be considered, and you do not need to make
any decisions about your future during your assessment.
You are welcome to have someone else - a friend, family member or your
carer - come to your assessment with you for extra support.

The assessment
With your consent, an ACAT member will:
yy assess and approve your eligibility for home care to help you
continue living at home or refer you to other services
yy give you information about home care services in your area
yy help you access the care you need
yy help you arrange residential respite care, if you need it.
Your local ACAT member (usually a nurse, social worker or other health
care professional) will make a time to come to your home (or hospital if you
are in hospital) and talk to you about how well you are managing in your
day-to-day life. They will also explain the assessment process.
The ACAT member may ask your permission to talk to your doctor about
your medical history before they meet with you. If you agree, your consent
will be recorded by the ACAT member. All information provided will be
treated confidentially.

8
Pathway to accessing a home care package
This booklet outlines the usual pathway for people who have been assessed
as eligible for a home care package and includes information on the actions
at each stage, so you can start and manage your home care services.

1 Confirmation of your eligibility

to receive a home care package

2
Start making enquiries about
who you would like to provide
your services and how much it will cost

3
Confirmation of the assignment of
your home care package and
unique package referral code

4
Start negotiations with your preferred
provider to develop a care plan
and Home Care Agreement

5
Start receiving home care services
and manage your services if your
needs change

Call My Aged Care on 1800 200 422 9

or go to www.myagedcare.gov.au
 Receive
Receive thethe outcome
outcome of yourof your assessment
assessment
After your assessment, an ACAT member will make a formal decision
about your care needs, your eligibility to receive a home care package and
the level of home care package that meets your needs.
If you are assessed as eligible for a home care package you will:
1. Receive the outcome of your assessment

yy receive an approval letter from My Aged Care that sets out the
level of home care package you are approved to receive and
your priority for care
yy be placed in a national queue for a suitable home care package. Your
place will be determined by your priority for care and the time you
have waited for a package. The time waited will also be based on the
date of approval on your letter.
You may not be found eligible to receive a home care package. If this
happens you will receive a letter setting out why and who to contact
for more help. You may be eligible for other care services and if so, this
information will be included with your letter.
If your care needs change at any time, you can request a new ACAT
assessment by contacting My Aged Care.
If you dont receive an approval letter explaining your assessment
outcome, call My Aged Care and request a copy.

What if I have concerns about the ACAT assessment?

If you have concerns about the service you received during your
assessment or the decisions in your approval letter, you have the right to
raise your concerns.
Your approval letter will include further information about how you can
make a complaint or appeal the decision.
ACATs are employed by state and territory governments, so each team is
covered by their governments complaints procedures.
Every ACAT must follow the procedures in place to work through any
concerns. First, call your ACAT assessor to talk through your concerns
and request their help. They are there to help you and will listen to your
concerns.
10
 1. Receive the outcome of your assessment
If you and the ACAT cannot resolve the issue, you can raise your concerns
with the relevant state or territory government.
There is no charge to ask for a review of an ACAT approval. However,
if you dont agree with the review outcome and would like to go to the
Administrative Appeals Tribunal, there is a charge.

If, after you have spoken to your ACAT assessor, you still do not agree with
your assessment outcome, you can write to the Secretary of the Department
of Health outlining why you think it should be changed.

You should write to the following address:

The Secretary
Department of Health
Attn: Aged Care Assessment Program
GPO Box 9820
Sydney NSW 2001
You must write to the Secretary within 28 days of receiving your letter from
the ACAT.

Call My Aged Care on 1800 200 422 11

or go to www.myagedcare.gov.au
 Research home
home care
careproviders
providers&and
work outout
work thethe
costs
costs

Following your approval to receive a home care package, you should

2. Research home care providers & work out the costs

research approved home care providers in your local area to find out:
yy how they can best service your needs
yy the fees and their charges and what they mean
yy any other additional services they offer and their associated costs.
Each provider is different, so meeting them will help you understand what
you can expect. Youll also be able to see what types of care, services and
activities they offer.
There is a checklist at the end of this booklet to help you prepare for
questions you might want to ask potential providers.
Use the Service Finder on the My Aged Care website
www.myagedcare.gov.au or you can phone My Aged Care on
1800 200 422 to help find a provider in your area.

12
Work out the costs
The Australian Government provides a subsidy towards your care through
the Home Care Packages Program. If your personal circumstances allow,
it is expected you will make a financial contribution towards the cost of

2. Research home care providers & work out the costs

your care and services.
My Aged Care can give you an estimate of your likely fees. To get an
estimate you can:
yy use the Fee Estimator on the website at
www.myagedcare.gov.au/fee-estimator/home-care or
yy call My Aged Care on 1800 200 422
Before you can commence receiving a home care package, it is
recommended that you arrange for a formal income assessment to be
completed by the Department of Human Services (DHS). If you choose
not to complete this form, you can be asked to pay the maximum income-
tested care fee.

What types of fees are there?

There are two types of fees your provider can ask you to pay:
yy a basic daily fee
yy an income-tested care fee (some people may be asked to pay this
fee based on their personal circumstances).
The amount of the contribution you may be asked to make towards your
home care package is advised by DHS.
Any fees to be paid by you will be discussed between you and your
provider before commencing services.
Once care and services start you will be able to review all subsidies and
fees relating to your home care package in your personalised budget
and monthly statement. The subsidies and fees will form part of your
personalised budget.

Call My Aged Care on 1800 200 422 13

or go to www.myagedcare.gov.au
2. Research home care providers & work out the costs

The basic daily fee

Your provider may ask you to pay a basic daily fee, whatever your income
level.
The basic daily fee is 17.5 per cent of the single person rate of the basic
age pension.
This basic daily fee rate increases on 20 March and 20 September each
year in line with changes to the age pension. This applies to each person
receiving a home care package, even if you are part of a couple.

The income-tested care fee

Depending on your income, you may be asked to contribute to the cost of
your care. This is known as the income-tested care fee and is in addition
to the basic daily fee.
If you are asked to pay an income-tested care fee, the subsidy and primary
supplements payable by the government are reduced by the amount of
income-tested care fee you have been assessed as eligible to pay. Your
provider must deliver services reflecting the full value of your home care
package. The only thing that changes is the source of funds.
14
For example, if your home care package is valued at $30,000 and you
have been assessed by DHS as being able to pay $10,000 as your
income-tested care fee, then the government subsidy to the provider will
be $20,000 ($30,000 $10,000 = $20,000).

2. Research home care providers & work out the costs

There are daily, annual and lifetime limits on the amount of income-tested
care fee you can be asked to pay.

Your family home is not included in the assessment of your income for
home care package purposes.

You will not be asked to pay an income-tested care fee if you have a yearly
income below the maximum income amount a person can have to be
classified as a full pensioner.
If you are part of a couple, the income-tested care fee payable is
determined by halving your combined income, regardless of who earned
the income.

What if I already receive payment support from the

government?
If you are already receiving a means tested income support payment, DHS
or the Department of Veterans Affairs (DVA) will have enough information
to calculate the maximum fees payable so you will not have to complete
an income assessment form.

Once you start your home care package, DHS will notify you and your
provider of the maximum fees payable based on the information already
held.
Income support payments which are not means tested include:
yy Age PensionBlind
yy Disability Support PensionBlind
yy Carer Allowance
yy Mobility Allowance
yy DVA Disability Pension without the Income Support Supplement
yy DVA War Widows Pension without the Income Support Supplement.

Call My Aged Care on 1800 200 422 15

or go to www.myagedcare.gov.au
2. Research home care providers & work out the costs

How do I arrange an income assessment?

If you are a self-funded retiree or do not receive a means tested income
support payment, you can arrange for an income assessment either by:
yy calling the DHS on 1800 227 475 and asking for a copy of the Aged
Care Fees Income AssessmentSA456 form to be sent to you; or
yy downloading a copy of the form from the DHS website at
www.humanservices.gov.au/customer/forms/sa456

How will I be advised of the fees?

DHS works out your maximum income-tested care fee and will send you
and your provider a letter outlining this information. The letter will advise
you of the basic daily fee you may be asked to pay.
If you seek an assessment before commencing your package, only you will
receive a letter notifying you about the maximum fees you can be asked
to pay. The advice will be valid for 120 days unless there is a significant
change in your circumstances. If there is a change in your circumstances,
you will need to notify DHS who will reissue your fee advice letter.
You should take this letter with you to any discussions that you have with
potential providers to help you understand the cost of receiving services
from them. Your provider will receive a letter once they advise DHS that
you have started a package with them.

16
What if I havent received a response from the
Department of Human Services?
It will take at least two weeks from the date you submit the income
assessment form to receive information about your fees.

2. Research home care providers & work out the costs

If you have not received the results of your income assessment after two
weeks you should contact DHS on 1800 227 475 to seek an update on
the status of your income assessment.

Can I avoid an income-tested care fee by choosing a

lower level of services?
You will be provided a level of services that matches the level of home care
package you are approved for. You and your provider cannot select a lower
level of care and services by agreeing not to pay the income-tested care fee.
Your agreement with your provider will explain the fees they will charge.

What if I cannot afford the fees?

If you are having difficulty paying the required fees, you can ask to be
considered for financial hardship assistance. Each case is considered on a
personal basis.
For a financial hardship application to be considered, you must:
yy have assets less than 1.5 times the annual age pension (plus pension
supplements)
yy not have gifted more than $10,000 in the last year or $30,000 in the
last five years
yy have had your income assessed in accordance with the Aged Care
Act 1997.
To apply for financial hardship assistance, you or your representative need
to complete an application form and submit the completed form to DHS.
You can get a copy of the form from the DHS website at
https://www.humanservices.gov.au/customer/forms/sa462
or by calling 1800 227 475.
More information on current total amounts can also be found on My Aged
Care at:
www.myagedcare.gov.au/financial-and-legal/help-home-costs-explained

Call My Aged Care on 1800 200 422 17

or go to www.myagedcare.gov.au
 How often are the fees paid?
Fees are payable for every day you hold a home care package, and
generally paid fortnightly or monthly. The government also pays subsidy
2. Research home care providers & work out the costs

and supplements to the provider in respect of every day you hold a

package.
Your fees and the contribution made by the government go towards the
overall funding of your package and pay for services on the days you
receive them.

When do I start paying fees?

You do not have to pay any fees (basic daily fee and income-tested care
fee) before your home care package starts, however once you have
entered into a Home Care Agreement with a provider, you can be asked to
pay fees up to one month in advance.

Where can I get financial information?

You can get basic information about managing your finances from the
DHS free Financial Information Service. This confidential service can help
you make informed decisions about investment and financial issues for
your current and future needs. For more information about the Financial
Information Service, call DHS on 132300 and say Financial Information
Service when prompted.

18
What other charges can be applied by a provider?
Your chosen provider is able to charge administration costs and case
management costs to your home care package funds. Each provider
will have different administration costs associated with providing care

2. Research home care providers & work out the costs

and services so you should ask what those costs are and how much
you will be charged. The charges may be called different things by each
provider. For example, they may be listed as case management or core
advisory costs.
All amounts to be charged to the home care package funds must be
included in your monthly statement that will form part of your Home Care
Agreement and agreed to by you.
You should also ask the provider if they will deduct an exit amount (from
any unspent package funds) if you decide to change providers at a later
time, or leave home care.
Refer to page 24 for more information on exit amounts.

Call My Aged Care on 1800 200 422 19

or go to www.myagedcare.gov.au
 Beassigned
Be assigned a home
a home care package
care package
When a home care package becomes available based on your position
in the national queue, you will get a letter from My Aged Care to let you
know you have been assigned a package. Once you have received this
confirmation letter you can then start negotiating details of your Home
Care Agreement with your preferred provider to start receiving subsidised
services under your home care package.
3. Be assigned a home care package

The letter will set out what level of home care package has been assigned
to you.
Your letter may offer you a home care package below the level you have
been approved for so you can access care and services while you wait for
a package at your level to become available.
For example, if you have been approved to receive a level 4 home care
package you may receive a letter assigning you a level 2 home care
package so that you can get some care and services while you wait for a
level 4 package to become available.
The letter from My Aged Care will include a unique referral code that you
give to your chosen provider.

What do I do with my referral code?

You should take a copy of your package assignment letter with your
referral code, and the results from your income assessment, to meetings
with your preferred provider.
When you receive your letter assigning you a package you have 56 days
from the date your package has been assigned to find a provider and
enter into a Home Care Agreement.
If you are having difficulty finding an approved home care provider in the
56 days, or need some extra time to make a decision, you can call My
Aged Care and they can extend the time by a further 28 days.
If you do not enter into a Home Care Agreement in the time agreed with
My Aged Care, you will get a letter to let you know that your home care
package has been withdrawn.
You will need to call My Aged Care if you want to be placed back in the
national queue for a home care package to be assigned to you. Your
place in the queue will be determined by the date of your original home
care approval.

20
 4. Enter into a Home Care Agreement

Call My Aged Care on 1800 200 422 21

or go to www.myagedcare.gov.au
 Enterinto
Enter into a Home
a Home Care Care Agreement
Agreement
Once you have chosen a home care provider that best meets your needs,
they will work with you to develop your care plan and personal budget.
This will then form the basis of your Home Care Agreement, which sets out
how your services will be provided, who will provide them, and how much
they will cost.
4. Enter into a Home Care Agreement

There should be enough time for you to look at the Agreement, and to
seek independent legal advice, if you wish, before you sign the Home
Care Agreement.
If you are unable to sign a Home Care Agreement because of any physical
incapacity or mental impairment, another person representing you can sign
the Agreement on your behalf.
You can choose not to sign the Agreement. If this happens, the home
care provider still needs to talk to you about the type of care and
services you need.
It is important that the home care provider records the reasons for you
not having a signed Agreement in place and the basis of the care that
you are getting.

22
Developing a care plan
Your home care provider will already have some information about your
care needs recorded at your ACAT assessment.
Your care plan and personal budget are important parts of your Home
Care Agreement.
Your provider must consider your personal preferences and work with you

4. Enter into a Home Care Agreement

to develop your care plan. This includes considering the needs of your
carer if you have one. When talking about your needs with your provider,
think about what your goals are and what is most important to you.
Identifying goals will help you choose care and services that best support
your needs. A goal might be maintaining a healthy lifestyle, or achieving
independence in mobility.
You might consider:
yy What sorts of things might improve my day to day life?
yy What do I enjoy doing most?
yy What support do I need to stay safe?
yy Where and when do I want support?
yy How does this fit in with the help my carer provides me?
Your provider should consider any support you already have in place, such
as carers, family members, friends, local community and other services, to
work out the best way to use your home care package funds.
A copy of your care plan must be given to you before, or within 14 days of
your care and services starting.
It is important to remember your care needs can change over time and
your care plan can be amended to meet those changing needs. Your
health and independence may improve and you would like to focus on a
new goal or you may experience a set back and need different services.
Your provider cannot change your care plan without your agreement.

Call My Aged Care on 1800 200 422 23

or go to www.myagedcare.gov.au
 Your home care package budget
The care and services you receive must be paid for using your home care
package funds. Your provider will discuss the budget available to you and
how it can be used.
A personal budget lets you see what funds are available in your package,
and how those funds are being spent.
Your home care package budget is made up of:
4. Enter into a Home Care Agreement

yy the government subsidy (and eligible supplements - see page 25)

yy the basic daily fee
yy your maximum income-tested care fee
yy any additional amount youve agreed to pay for extra care or services
not covered in your package.
It is important to remember the care and services you receive as part of
your home care package must fit within your package budget, unless you
make additional contributions.

Exit amount in your Home Care Agreement

Home care providers can deduct an exit amount from any unspent
package funds if you decide to move to another home care provider or
you leave home care.
The maximum exit amount a provider can include in a Home Care
Agreement is displayed on the My Aged Care website. If your provider
wishes to charge an exit amount, it must be included in your Home Care
Agreement and agreed by you.
Your Home Care Agreement will also include information on conditions that
may apply, such as minimum contract periods or notice periods.
Make sure you understand any fees, exit amount and conditions before
you enter into your Home Care Agreement.

24
Monthly statement
You will receive monthly statements from your provider that show the
home care package budget funds available to you and what has been
spent from the budget, including any additional charges you have agreed
to. The statement must outline any unspent funds.
Any unspent funds must carry over from month to month, and from year
to year, for as long as you continue to receive a home care package from

4. Enter into a Home Care Agreement

that provider.

Can the government subsidy be paid to me?

No, the government subsidy funds must be paid to a home care provider
and not directly to you. Your provider will manage them on your behalf.

What supplements are available if I have extra needs?

You may be able to receive a supplement to help meet your additional care
needs if you meet the eligibility criteria for a particular supplement, which
in some cases involves an assessment. In most cases, your provider is
responsible for lodging the application and following up to check if your
supplement payment has commenced. All supplements you receive will
be included in your personal budget.
If you have any questions about your eligibility for a supplement or whether
your application has been approved, ask your provider.
Some additional supplements are:
yy Dementia and Cognition Supplement to assist with the extra
costs associated with caring for people with cognitive impairment
related to dementia and other conditions.This is subject to meeting
the eligibility requirements including assessment by a GP or other
suitably qualified person using the prescribed assessment tools
yy Veterans Supplement funding for veterans with a mental health
condition accepted by the Department of Veterans Affairs (DVA) as
related to their service
yy Oxygen Supplement for people with an ongoing medical need for
the continual administration of oxygen. This does not apply for short
term illnesses such as bronchitis, or for intermittent use of oxygen

Call My Aged Care on 1800 200 422 25

or go to www.myagedcare.gov.au
 yy Enteral Feeding Supplement for people who need to be fed by a
tube on an ongoing basis
yy Viability Supplement intended to help meet the higher costs of
delivering care and services for people who live in rural or remote
areas
yy Hardship Supplement available to home care recipients in genuine
financial hardship who do not have the ability to pay their costs of
4. Enter into a Home Care Agreement

aged care due to circumstances beyond their control (see page 17

for more information).
Note: If a veteran is eligible for both the Veterans Supplement and the
Dementia and Cognition Supplement in home care, the approved provider
will only receive the Veterans Supplement.

26
Can someone help me negotiate with my home care
provider?
Yes. You can have another person, such as a family member, friend or
carer with you while your care plan is being designed.
The government funds advocacy services under the National Aged Care
Advocacy Program. Advocacy services provide information to consumers,
their families and carers about their rights and responsibilities when

4. Enter into a Home Care Agreement

accessing aged care services.
Advocacy services are free, confidential and independent. The National
Aged Care Advocacy Line can be contacted on freecall 1800 700 600.
An advocate can help you by:
yy participating in the discussion about your Home Care Agreement,
care plan and personal budget
yy talking about any complaints you may have.

Your rights and responsibilities

It is important to remember that you and the provider are entering into a
Home Care Agreement as equal partners.
To make sure you get the best care, you and your service provider
have responsibilities under the Charter of Care Recipients Rights and
Responsibilities for Home Care.
You can get a copy of the Charter from your provider or from the
Department of Healths website at www.agedcare.health.gov.au. Your
provider must also deliver your care following the Home Care Standards.
These can also be found on the departments website.
Any changes to your Home Care Agreement must be agreed to by both
you and your provider.

Call My Aged Care on 1800 200 422 27

or go to www.myagedcare.gov.au
 Manage
Manage your
your services
services
When you have a Home Care Agreement, a care plan and a personal
budget, your agreed care and services can begin.
Your home care package starts on the day your Home Care Agreement is
signed, not from the day you start receiving care and services.

What happens if my care needs change?

If your care needs change and you need different care and services, you
can arrange with your provider to review your care plan and budget.
5. Manage your services

Your care plan and your personal budget cannot be changed without
your agreement.
You may find over time your care needs decrease or may increase. You
can be reassessed by an ACAT at any time. You or your provider can
arrange this.

Can my provider end our Home Care Agreement?

Once you sign your Home Care Agreement your provider is required to
continue to deliver the agreed care and services for as long as you need
those services. This is called security of tenure and it will be detailed in
your Home Care Agreement.
The home care provider is only able to end services if:
yy you tell the home care provider that you no longer wish to receive care
yy your condition changes so you cannot be cared for in your home
with the resources available to the home care provider
yy you move to a location where home care is not available through the
home care provider
yy you have not met your responsibilities, as described in Schedule 2
of the Charter of Care Recipients Rights and Responsibilities Home
Care, for a reason within your control (including payment of fees).
When a provider wants to end a Home Care Agreement, you must be
given reasonable written notice and assistance to make other suitable
arrangements. If a transfer to another type of care is necessary, the
current provider should work with you and the new provider to ensure a
smooth transition.
28
 5. Manage your services
What happens to my home care package if I go into
hospital, residential respite care, transition care or go
on holiday?
Your Home Care Agreement will set out what happens if you need to
take leave from the care and services you receive under your home care
package.
In the first instance, you (or your representative) should call your home care
provider to discuss any leave you need.
If you are admitted to hospital, call (or get someone else to call) your
provider as soon as possible to let them know so that your home care
package is not charged for services you do not receive.
You should also discuss with your provider what happens to your fees and
government subsidy while on leave.
You may need to pay your basic daily fee while in hospital or on a holiday,
but not if you are in transition care or residential respite care.
If you pay an income-tested care fee, you will need to continue to pay this,
although you may be asked to pay a lower amount. Please discuss this
further with your provider.

Call My Aged Care on 1800 200 422 29

or go to www.myagedcare.gov.au
5. Manage your services

Can I change providers?

You can change providers at any time, whether you are moving to a
different location or are looking for a better fit. Your current provider
must support you to move to another provider. Check your Home Care
Agreement so you know about any conditions such as notice periods and
the exit amount that may apply.
For your own peace of mind and to limit any interruption to your services,
you should find a new provider before agreeing on an end date with your
current provider.
You can find a new home care provider by using the Service Finder on the
My Aged Care website or you can phone My Aged Care on 1800 200 422
and they will help you find a new provider.
It is important to discuss and agree with your current provider the date you
want your care and services to end.

How do I change providers?

Once you have found a new provider, you will need to contact My Aged
Care on 1800 200 422 to re-activate your referral code. You need to give this
referral code to your new provider before you can start receiving their services.
30
When that referral code is accepted by your new provider, your current
provider will be notified through My Aged Care that you are looking to
change providers.

This is not your official notice to them and you should have a discussion
with your current provider to formally agree an end date for your services
with them.

Once you have agreed an end date with your current provider, you have
56 days from the end date to enter into a Home Care Agreement with a
new provider.

5. Manage your services

If you do not enter into an Agreement by this time, your home care
package will be withdrawn. If you need more time to make a decision, you
can call My Aged Care to request an extension of a further 28 days.

The start date with your new provider must be on or after the end date
you have agreed with your old provider.

Unspent funds
If there are any unspent funds in your package (after all expenses and fees
have been paid) this will follow you to your new provider.

The unspent home care amount will be calculated from the date you
started receiving home care services from your provider, until the agreed
end date of your home care services.

Note: If you started receiving home care before 1 July 2015, this will be the
start date used to calculate your unspent home care amount.

Your current provider has 56 days from the end date you have agreed with
them to issue you with a notice that will include:
yy confirmation of the end date of home care services you have both
agreed to
yy the exit amount that will be deducted (if one is applicable)
yy the balance of any unspent funds in your home care package.
Note: if you have paid any home care fees in advance, these are not
included in the calculation of your unspent home care amount and must
be separately refunded by your provider.

Call My Aged Care on 1800 200 422 31

or go to www.myagedcare.gov.au
 You need to notify your old provider within 56 days after your agreed end
date with them of the details of your new provider so that they can transfer
any unspent funds to them.

If you have given this information to your old provider then they must
complete this transfer within 70 days of your agreed end date.

If you move into permanent residential care, pass away or cease your
home care package, then your provider will work out the unspent amount
and return the fee contributions you made to you or your estate.

Any contributions made by the government to your home care package

5. Manage your services

budget that remain unspent, such as home care subsidies and

supplements, will be returned to the government.

Raising your concerns

If you are unhappy with any aspect of the care or service you receive, there
are two ways you can make a complaint:
yy speak to your service provider about your concerns
yy make a complaint to the Aged Care Complaints Commissioner.

It is often best you talk to your service provider about your complaint first
to see if they can help. They are there to support you and should listen to
your concerns.

Sometimes, complaints cant be resolved by the service provider, or

you might not feel comfortable raising your concern with them. Anyone
who wishes to make a complaint has the right to contact the Aged Care
Complaints Commissioner. This is a free service and you can contact them
by:
Phone 1800 550 552
Online www.agedcarecomplaints.gov.au
In writing address your written complaint to:
Aged Care Complaints Commissioner
GPO Box 9848
(Your capital city and state/territory)

32
You also have the right to an advocate to help you make a complaint.
They offer confidential and independent advice and support for people
receiving aged care services.
Call the National Aged Care Advocacy Line on 1800 700 600 (freecall) to
find out more about advocacy services.

Call My Aged Care on 1800 200 422 33

or go to www.myagedcare.gov.au
 Further assistance
What if I need assistance with interpreting?
The Translating and Interpreting Service (TIS National) is available on
131 450 and offers telephone or on-site interpreting services in over 100
languages.
TIS National can be used free of charge when you are working with your
provider to develop your Home Care Agreement, budget and care plan.
When you start to receive care and services under your home care
package, the cost of interpreting will be charged to your home care
package budget.

What help is available for people with diverse needs?

The aged care system is designed to meet the aged care needs of all
Australians. It is important that any specific needs and requirements are
taken into account when planning a home care package.
The Aged Care Act 1997 gives particular consideration of the needs
of older Australians who identify with or belong to one or more of the
following groups:
yy people from Aboriginal and Torres Strait Islander communities
yy people from culturally or linguistically diverse backgrounds
yy people who live in a rural and remote area
yy people who are financially or socially disadvantaged
yy veterans
yy people who are homeless or at risk of becoming homeless
yy people who are lesbian, gay, bisexual, transgender or intersex (LGBTI)
yy people who are care leavers
yy parents separated from their children by forced adoption or removal.
Providers need to be respectful of your needs when delivering care and
support. They need to ensure they treat people with dignity and support
choices they make when choosing their care and services, such as
wanting to meet with LGBTI social groups or requiring translation services.

34
What if I am already receiving aged care services?
It may be possible for you to receive care and services through a range
of other programs that you cannot receive as part of your home care
package or that can complement your home care package. These
programs include:
yy Transition Care Program
yy Community Visitors Scheme
yy Disability Program
yy Continence Aids Payment Scheme
yy Palliative Care
yy Department of Veterans Affairs Program.
In certain circumstances, you are able to receive care and services through
the Commonwealth Home Support Program (CHSP) when you are in a
home care package, on a time-limited basis. Please see the CHSP manual
for more information.

What assistance is available for my carer(s)?

Your home care package is intended to meet your specific care needs.
To better support your carer you may wish to access other support like
Respite Care through your home care package.
If your carer is in need of additional support, contact the Carer Gateway
on 1800 422 737 or go to the website at www.carergateway.gov.au to
find out more.

Call My Aged Care on 1800 200 422 35

or go to www.myagedcare.gov.au
 Check list Research home care providers
and work out costs
Once you have been assessed as eligible to receive a home care package,
you should start researching potential providers and understand how
much you might need to contribute to the cost of your care.
Use this checklist to help guide you through the process of researching
home care providers.
1. Following your assessment
a. approval letter received with package level and approval date
2. Create a short list of providers in your local area
b. use the Service Finder on the My Aged Care website
www.myagedcare.gov.au; or contact My Aged Care on
1800 200 422
3. Work out the fees
c. use the fee estimator tools on the My Aged Care website to
estimate costs
d. arrange for an income assessment with DHS*, call 1800 227 475
e. understand the basic daily fee and income-tested care fee
4. Contact potential providers and discuss what they can offer and
how much they charge under the package
f. where is the provider located?
g. do they cater for any special requirements I may have
language, cultural, diversity?
h. where and when will they provide my support?
i. who will provide my services?
j. how much will the care and services cost?
k. are there other charges applied and what do these cover?
l. what checks do they complete to ensure quality of service?
5. Receive your home care package assignment letter
Remember: You cannot enter into a Home Care Agreement until we have written to you to let you
know a home care package has been assigned to you.
* If you are already receiving means tested income support payments, this information will already
be held by DHS/DVA so you do not need to arrange for an income assessment. If this information
is not held and you choose not to have your income assessed, you can be asked to pay the
maximum fee.
36
Check list Enter into a Home Care
Agreement
When a suitable package becomes available, you will receive a letter
advising you of the assignment of your home care package, including your
unique referral code and date by which you need to use this code to enter
into a Home Care Agreement.
Use this checklist to help guide you through the process of negotiating
your Home Care Agreement with your preferred home care provider.
1. Be assigned a home care package

a. package assignment letter received with referral code and

expiry date

2. Contact preferred provider

b. take a copy of your package assignment letter

c. take a copy of your income assessment results

Note: If you have not yet arranged for an income assessment, call DHS
on 1800 227 475*

d. do you need more than 56 days to make a decision?

i. contact My Aged Care on 1800 200 422 for an extension

3. Enter into a Home Care Agreement

e. provider develops personal (package) budget

f. agree to structure and layout of monthly statements

g. understand conditions and charges that will be made to your

home care package funds including any exit amount

h. sign your Home Care Agreement

4. Begin and manage your services

i. review care plan on a regular basis to ensure it is still meeting

your needs

j. if your needs have changed, book an appointment with your

home care provider to discuss
* If you are already receiving means tested income support payments, this information will already
be held by DHS/DVA so you do not need to arrange for an income assessment. If this information
is not held and you choose not to have your income assessed, you can be asked to pay the
maximum fee.

Call My Aged Care on 1800 200 422 37

or go to www.myagedcare.gov.au
 Check list Changing providers
If you are interested in changing your home care provider, either because
you are moving location or looking for a better fit, you can do so.
Use this check list to help guide you through the process of changing
providers.
1. Read current Home Care Agreement
a. understand any conditions and exit amount for changing providers
2. Start researching new providers in your local area
b. use the Service Finder on the My Aged Care website
www.myagedcare.gov.au or contact My Aged Care on 1800 200 422
3. Decide on a suitable provider and check they can deliver the services you need
4. Agree end date for home care services with old provider
Note: you have 56 days from this end date to enter into a Home Care Agreement
with a new provider. You also have the option of requesting a 28 day extension.
5. Contact My Aged Care and request referral code re-activation
6. Give new provider your referral code
7. Enter into a Home Care Agreement
c. provider develops personal (package) budget
d. agree to structure and layout of monthly statements
e. understand conditions and charges that will be made to your home
care package fund, including any exit amount
f. agree on the start date to commence with your new provider
Note: this must be on or after the end date of services with your current provider
g. sign your new Home Care Agreement
8. Give old provider details of your new provider within 56 days of your agreed
end date so they can transfer any unspent funds
9. Receive notice from old provider with details of unspent funds
h. if notice not received within 56 days of agreed end date, contact old
provider
10. Provider transfers unspent funds (if any exist) to new provider, within
70 days of agreed end date of services
11. New provider includes details of the unspent funds transferred to them in
your next monthly statement

38
Call My Aged Care on 1800 200 422 39
or go to www.myagedcare.gov.au
 Notes.

40
 For help visit www.myagedcare.gov.au or phone 1800 200 422
All information in this publication is correct as at 27 February 2017

11769 February 2017