FAQs
Frequently Asked Questions
What is My Aged Care and how does it work?
My Aged Care is the Australian Government’s main entry point for accessing aged care services. It provides clear information about available supports, eligibility, assessments, and the steps involved in arranging care at home. All government-funded home care begins with registering through My Aged Care so you can be assessed and connected with approved providers.
What is a provider?
An Aged Care Provider is an approved organisation that delivers and coordinates care and services for older Australians. Providers work with you to design support that meets your unique needs—whether funded privately or through government programs like Support at Home.
Adelaide Centred Care is a registered My Aged Care and Support at Home provider. We deliver personalised care and support for you or your loved one, either privately (using your own funding) or through the government-funded Support at Home program.
What changes have been introduced under the new Aged Care Act 2024?
The Aged Care Act 2024 introduces a simpler, more transparent and rightsfocused aged care system. It strengthens quality and safety standards and streamlines how services are accessed.
A major reform is the new Support at Home program, which replaces previous home care programs with a more flexible, needs-based model
What is the Support at Home program starting 1 November 2025?
Support at Home is the new national model for government-funded home care.
It aims to help older Australians remain independent and safe at home by providing services based on their assessed needs rather than fixed package levels.
Which programs are being replaced under Support at Home?
From 1 November 2025, the following programs are being replaced by Support
at Home:
- Home Care Package (HCP) Program
- Short-Term Restorative Care (STRC)
Existing clients will automatically transition into the new program.
What does an Aged Care Provider do?
A provider delivers services such as personal care, domestic assistance, transport, social support, nursing, home maintenance and more. Providers also help plan your care, manage your services, and support you to reach your independence and wellbeing goals.
How do I apply for government-funded in-home care?
You can apply by:
- Calling My Aged Care on 1800 200 422, or
- Submit an online referral via the My Aged Care website.
You will then be contacted for an assessment to determine your eligibility and
care needs.
What should I do if I need care urgently?
If you need immediate help, contact My Aged Care and request a priority assessment.
In some cases, short-term services or interim support may be arranged while you wait for a full assessment.
What is a Service Agreement?
A Service Agreement is a written contract between you and your chosen provider. It outlines:
- The services you will receive
- Your rights and responsibilities
- Fees or contributions (if applicable)
- How care will be delivered
It ensures transparency and helps protect both you and your provider.
How can I find and compare home care providers?
You can use the My Aged Care – Find a Provider tool to compare services, pricing, availability, and quality ratings. This helps you choose a provider that best meets your needs and preferences.
If my care needs change, do I need to reapply for funding?
No. Under Support at Home, funding is tied to your current assessed needs. If your needs increase, your provider or My Aged Care assessor can request a reassessment so your support can be adjusted.
Who can I contact if I have a complaint or want to provide feedback?
You can raise concerns by:
- Speaking directly with your provider, or
- Contacting the Aged Care Quality and Safety Commission on 1800
951 822.
You may provide feedback or complaints anonymously or with your details