Can't get the equipment or home modifications you need?
The AT-HM scheme is designed to fund equipment and home modifications separately from your regular Support at Home budget. But the approval process can take months — and there's a specific trap that catches many people.
This guide is for the person receiving care, their partner or spouse, or a family member helping to manage their care.
⚠ The equipment trap — read this first
When someone gets a Support at Home package, state-based equipment lending services (like TasEquip in Tasmania, or similar schemes in other states) may refuse to lend equipment. Their reason: "You have a Support at Home package now — get it through that."
But the package's AT-HM approval is stuck in a queue. The person falls between two systems: the state scheme won't help because they have a federal package, and the federal package won't help because the approval is still pending. Meanwhile the equipment is needed now.
What to do if you're in the trap:
Apply for AT-HM as early as possible — at or before your first assessment
Ask the state equipment service to keep lending while your AT-HM approval is pending
For urgent safety equipment (shower chair, grab rails), consider buying Tier 1 items privately ($50–$200) and claim reimbursement once approved
Escalate to OPAN (1800 700 600) if you're stuck between two systems
The three funding tiers — which applies to you?
Understanding your tier tells you how long to expect to wait and what's needed.
Tier 1Up to $500/year
▼
Can start quickly — no assessment required
Tier 2Up to $2,000/year
▼
Typically 2–6 weeks — depends on OT availability
Tier 3Up to $15,000 (higher with evidence)
▼
Can take months — assessment, quotes, approval all required
How the approval process works
Tier 1 items can often be purchased quickly. Tier 2 and 3 go through this process.
1Your provider requests AT-HM funding at your assessment▼
2OT assessment (Tier 2 and 3 only)▼
3Quotes obtained (Tier 3)▼
4Provider submits to My Aged Care for approval▼
5Approval received and equipment ordered▼
If your equipment has been waiting more than 6 weeks
1
Call your provider and ask for a specific update: "What stage is the AT-HM request at? Has it been submitted to My Aged Care? When was it submitted?"
2
Ask if Tier 1 alternatives exist while you wait for Tier 2/3 approval. A basic shower chair ($80–$150) doesn't need approval and can be purchased from the quarterly budget or privately.
3
If the delay is a safety risk, use the word "safety" with your provider and with My Aged Care (1800 200 422). Safety issues can trigger priority escalation.
4
Contact OPAN (1800 700 600) for free advocacy if your provider isn't acting and the delay is affecting your parent's safety.
5
Lodge a complaint with the ACQSC (1800 951 822) if your provider is failing to act on a legitimate AT-HM request.
Useful phrase for your provider or My Aged Care:
"My parent's AT-HM request was submitted [date]. They cannot safely shower / move around the house / [specific issue] without this equipment. This is a safety issue. I need to know the current status and expected approval date today."
State equipment lending schemes — ask even if you have a package
Some state equipment lending services may still assist while AT-HM approval is pending, especially for urgent safety items. Ask explicitly: "Can you lend this equipment while my Support at Home AT-HM approval is being processed?" Don't assume the answer is no without asking.
SASA Health — contact your local health service1800 200 422
WACAEP — contact your local health service provider1800 200 422
TASTasEquip1300 827 378
NTTop End Community Allied Health1800 139 656
ACTACTES (ACT Equipment Scheme)02 5124 1076
⚠ SA and WA do not have a single statewide equipment number — access is via local health service providers. My Aged Care (1800 200 422) can direct you to the right service in your area. All numbers verified April 2026.
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