Choosing a Support at Home provider: the 56-day window
Last updated 20 August 2026
Median hourly prices on this page are national figures current as at mid-2026, from the government's National Summary of Support at Home Prices.
The short version
- Once your funding letter arrives, you have 56 days to enter a service agreement with a registered provider. A 28-day extension is available if you need it — ask My Aged Care.
- Compare four things: the care management approach, hourly prices against national medians, real availability in your suburb, and self-management options.
- Exit fees are banned — any provider mentioning one is breaking the rules.
- Choosing carefully matters, but it isn't forever: you can switch providers at any time and your funds follow you.
How the 56-day window works
When you reach the front of the National Priority System, you receive a letter confirming your budget is available. From then, you have 56 days to sign a service agreement with a registered provider. If you're still deciding as the deadline nears, contact My Aged Care on 1800 200 422 and ask for the 28-day extension — it exists precisely so that no one is rushed into a poor fit.
Eight weeks sounds generous, but it disappears quickly if you're starting your research from scratch — which is why we suggest comparing providers while you're still in the queue. And remember the safety net: this decision is important, not irreversible. Switching later is free, needs no new assessment, and your unspent funds travel with you.
The four things worth comparing
- Care management approach. Every provider charges for care management, capped at 10% of your quarterly budget. The cap means the price is similar everywhere — so compare what you actually get for it. Who is your care partner? How often will they check in? Will you deal with a named person or a call centre? Our care management guide explains what good looks like.
- Hourly prices, against the medians. Providers set their own prices, and there are currently no price caps — so benchmark quotes against national medians: personal care around $115/hour, cleaning around $110, gardening around $118, RN nursing around $180, physio around $194. Ask about evening and weekend surcharges too, as they're common. Full list in our hourly rates guide.
- Real availability. A good price list means nothing if the roster is full. Ask directly: can you actually start services in my suburb within a few weeks? Can I get the days and times I need? Will I see consistent workers, or a different face each visit?
- Exit terms and flexibility. The answer on exit fees should be simple: there are none — they're banned under Support at Home. Also ask what notice they'd want if you left, and how they handle transferring unspent funds.
If a provider's paperwork mentions an exit fee, an "exit administration amount" or any charge for leaving, that's not allowed under Support at Home — exit fees were banned when the program began. Treat it as a red flag about the whole organisation, and see our service agreements guide before signing anything.
Rather not do the ring-around yourself?
Tell us your suburb, your budget level and what matters to you — we'll shortlist providers with genuine availability. Free, no obligation.
Self-management: stretch your budget further
Some providers support self-management, where you take on more of the coordination — choosing and booking your own workers, often at lower hourly rates than fully managed care. Your budget can stretch noticeably further, in exchange for more admin on your side.
If that appeals, ask each provider whether they offer a self-managed option, what they charge for it, and exactly which tasks stay with them (care management itself always remains, within the 10% cap). Our self-management guide covers whether it suits you.
Questions to ask every provider
- What are your hourly rates for the services I'll actually use — and what are the evening and weekend rates?
- What do I get for the care management fee? Who is my contact, and how quickly do you respond?
- When could services genuinely start in my area, on the days I need?
- Will I have consistent workers? What happens when my regular person is away?
- Do you offer self-management, and at what rates?
- Can I take the service agreement away to read before signing?
- What happens if I want to leave? (Right answer: no exit fees, unspent funds follow you.)
Common questions
What happens if I don't sign within 56 days?
Ask My Aged Care for the 28-day extension before the window closes — that's what it's for. If you're struggling to find a provider with availability at all, tell My Aged Care that too; don't just let the deadline pass silently.
Can I use more than one provider?
Your service agreement is with one registered provider, who coordinates your budget — but providers can subcontract or broker other organisations and workers to deliver services. If a particular gardener or care worker matters to you, ask whether the provider will engage them.
Is the cheapest provider the best choice?
Not automatically. A low hourly rate with poor availability, high staff turnover or an unresponsive office costs you more in practice. Compare prices against the medians to spot outliers in either direction, then weigh reliability and care management quality just as heavily.
What if I choose badly?
You can switch at any time — no exit fees, no new assessment, and your funding and unspent funds move with you. You'll just need a service agreement with the new provider. See switching providers.
Does the provider I choose affect my place in the queue or my budget?
No. Your classification sets your budget and the National Priority System sets your wait — no provider can change either. Anyone claiming they can "fast-track your package" is not being straight with you.
Found a likely provider?
Before you sign anything, check the agreement against our plain-English checklist.
Sources
- Support at Home Program Manual — the 56-day period to enter a service agreement and extension arrangements.
- Department of Health, Disability and Ageing — National Summary of Support at Home Prices (quarterly), mid-2026 median prices.
- My Aged Care, myagedcare.gov.au — finding and comparing providers, accessed 20 August 2026.
- Aged Care Quality and Safety Commission — provider registration and pricing oversight, including refund powers announced 19 May 2026.