Managing your package
Getting approved was the hard part. This section is about everything that comes after services start: checking your monthly statements, deciding how hands-on you want to be, and what to do when something isn’t right — including changing providers, which is easier than most people think.
Last updated 20 August 2026
Monthly statements are now mandatory for every provider, and since May 2026 the Aged Care Quality and Safety Commission can order refunds where you’ve been overcharged. If a line on your statement doesn’t look right, it’s worth querying — see reading your statement.
Guides in this section
Your quarterly budget and monthly statement
How the quarterly budget works, what each statement line means, and the five things to check every month.
Self-managing: is it worth it?
What self-management actually involves, what it can save, and who it genuinely suits — an independent view.
Switching providers, step by step
Change any time, no new assessment, no exit fees — your funding and unspent funds follow you.
Complaints and refunds
The escalation ladder: your provider, then the Commission, with free advocacy from OPAN along the way.
Something not working with your current provider?
Tell us what’s going on. We’ll help you work out whether it’s a conversation, a complaint, or a switch — and who else services your area.
Common questions
Do I have to stay with the provider I signed with?
No. You can change providers at any time — no new assessment, no waitlist, and exit fees are banned under Support at Home. Your classification budget and unspent funds move with you. Our switching guide walks through the six steps.
How often should I check my statement?
Monthly, when it arrives — providers must issue one every month. Ten minutes is usually enough: check the hours billed match the hours delivered, your contribution percentages look right, and care management is no more than 10% of your quarterly budget.
Will complaining put my funding at risk?
No. Your classification and budget are set by your assessment, not by your provider, and a provider cannot reduce or cancel your funding because you raised a concern. If you’d like support making a complaint, OPAN’s advocates are free — call 1800 700 600.
What happens to budget I don’t spend?
Some of it rolls over to the next quarter — up to $1,000 or 10% of your quarterly budget, whichever is greater. Funds transferred from an old Home Care Package on 1 November 2025 are exempt from that cap. See unspent funds and rollover.
Sources
- Support at Home Program Manual — service agreements, statements, unspent funds and changing providers.
- My Aged Care, myagedcare.gov.au — “Support at Home program”, accessed 20 August 2026.
- Aged Care Quality and Safety Commission — complaints process and refund powers, 2026.
- Older Persons Advocacy Network (OPAN), opan.org.au — free aged care advocacy, 1800 700 600.