What questions should I ask a Support at Home provider before signing?

Ask: (1) What is your care management fee percentage? (must be at or below 10%) (2) What is your administration fee? (3) Do you have availability for new clients at my classification? (4) Do you have workers in my area? (5) Do you have workers available on the days and times I need? (6) What is the notice period to change services or exit? (7) Are my specific services available — e.g., nursing, physiotherapy? (8) How are workers matched to clients? (9) What is the process if my regular worker is sick? (10) Can I speak to your care manager before signing?

What is a good administration fee for Support at Home?

Administration fees for Support at Home vary by provider. For self-managed care, administration fees are typically 13–20%. For provider-managed care, combined administration and care management fees typically total 20–40% of your quarterly budget. The care management component is legally capped at 10% of your quarterly budget — the rest is the provider's administration charge. Always ask for both figures separately and add them together.

What's the difference between self-managed and provider-managed Support at Home?

With provider management, your provider finds, coordinates, and manages your care workers. Combined fees typically 20–40% of your quarterly budget. With self-management, you find and coordinate your own workers — often through a platform or agency. Administration fees typically 13–20%. Self-management gives more control over who comes into your home and when, but requires more time and effort to manage.

PROVIDER COMPARISON GUIDE

Before you call a provider: here's what to ask and what the answers should sound like.

This isn't a provider directory — it's the comparison framework the assessor didn't give you. Twelve questions to ask every provider before you commit to a conversation, let alone a signature.

Providers vary significantly on fees, worker availability, and how they handle problems. The right questions take 15 minutes. The wrong provider takes months to change.

Are you considering self-managed or provider-managed care?

This affects fees significantly. Not sure? The fee ranges below will help.

TYPICAL FEE RANGES — SUPPORT AT HOME 2025–2026

Self-managed — administration fee

You coordinate your own workers

13%–20%

Provider-managed — total fees (admin + care management)

Combined administration and care management

20%–40%

Care management fee (legal cap)

Maximum 10% under Support at Home program

5%–10%

Ranges based on market observations. Your provider must disclose all fees in writing before you sign.

Questions about choosing a Support at Home provider

How do I find Support at Home providers in my area?+

Use the provider search at My Aged Care (myagedcare.gov.au). Select 'Support at Home' as the service type and enter your postcode. The directory lists registered providers — but not their fees, availability, or worker ratios. You need to call and ask those questions directly.

What's a reasonable administration fee for Support at Home?+

For provider-managed care, combined administration and care management fees of 20–40% of your quarterly budget are the typical market range. The care management component is legally capped at 10% — the rest is the administration charge. Below 30% combined is reasonable. Above 40% is high and worth questioning. For self-managed care, fees are typically 13–20% with no separate care management fee.

Can I switch providers if I'm not happy?+

Yes, at any time. Under the Aged Care Act 2024, there are no exit fees. Government funds transfer immediately. Provider-held unspent funds transfer within 60 days. Care records transfer within 28 days of your request. Typical notice period is 2 weeks.

Is self-management right for me?+

Self-management typically costs less in fees (13–20% vs 20–40% combined) but requires you to source, schedule, and coordinate care workers directly. It suits people who want more control over who comes into their home and when, and who have the time and capacity to manage the coordination. For more detail on the comparison, see the self-management guide.

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Last updated: 25 April 2026. Fee ranges based on market observations — verify all fees with your provider before signing. Based on Aged Care Act 2024 and Support at Home program, effective 1 November 2025.

This is general information, not professional advice. Consult a financial adviser, legal professional, or aged care specialist via OPAN for advice specific to your situation.