Support at Home pricing update: Refunds, price caps and provider transparency

The government has announced that price caps for Support at Home services have been delayed. At the same time, new protections are being introduced to help protect older people from excessive or unreasonable pricing.

So, what does this mean if you are receiving care at home, waiting for support, or helping a loved one compare providers?

Here is a simple breakdown.

The main Support at Home pricing update is that price caps for services will not be introduced straight away.

The price limits were originally due to start in July, but have been deferred while the government continues further work on the right pricing settings for the sector. Health Minister Mark Butler recently stated in an interview that the government did not want to set price caps too early if doing so could lead to unintended consequences, including prices going up.

This means providers will continue to set their own prices for now, but that does not mean pricing is being left unchecked.

The government is introducing other protections to help older Australians and families understand, compare and question pricing more easily.

The new protections are designed to make pricing clearer and give older Australians more safeguards while price caps are delayed.

These include:

Refund powers if overcharging is found
The Aged Care Quality and Safety Commission will be able to order refunds for services where providers are found to have overcharged.

Action on missing monthly statements
The Commission will also be able to take action against providers who do not issue monthly statements.

Public reporting on investigations and enforcement
Regular public reporting will be required on investigations and enforcement activity.

Price comparison reports
Reports showing different prices for Support at Home will be published, so older Australians and families can see how their provider compares.

Encouragement to limit price increases
The government will encourage providers to limit price increases to no more than two per year, so older people can better plan and budget their packages.

Monthly statements may sound like admin, but they can be very useful for families.

They help show what support was delivered, what was charged and how care funding is being used. This is especially important if support needs change, services vary from week to week or family members are helping manage care from a distance.

If something on a statement is unclear, it is okay to ask questions. A provider should be able to explain what was delivered, what was charged and who to speak to if you need more detail.

If you or someone you love is receiving Support at Home, this update may be a good reminder to review the basics.

You may want to ask:

What does each service cost?
Ask for a clear explanation of the price before services begin.

What is included in that price?
It helps to understand what the cost covers and whether anything may change.

How often can prices change?
The government is encouraging providers to limit price increases to no more than two per year.

Will monthly statements be provided?
Statements can help you keep track of services, charges and package use.

Who can explain the statement if something is unclear?
Families should know who to contact and how questions will be handled.

How is care planned and reviewed?
Price is only one part of choosing a provider. It is also worth understanding how support is coordinated, how changes are communicated and how the person receiving care is involved in decisions.

Choosing a Support at Home provider is not just about finding the lowest price. It is about understanding what sits behind the price: the quality of support, the people delivering care, how communication is handled and whether the person receiving care feels respected and understood.

Clearer pricing information can help families make more informed decisions. It can also make conversations with providers easier, because families have a better starting point for asking what is included and what to expect.

When families are choosing or reviewing support, clear communication matters. People should feel comfortable asking questions, understanding their options and knowing what to expect.

Support at Home is about helping older Australians live more safely and confidently in the place they know best. For that to work well, care needs to be thoughtful, transparent and shaped around the person.

As more details about Support at Home pricing and consumer protections become available, we will continue sharing updates to help older Australians and families understand what these changes may mean in practice.

Leora Healthcare provides aged care support to help older Australians live more confidently at home.

Explore Leora Support at Home or call 1300 65 11 33 to speak with one of our Care Partners.

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