Aged Care Support at Home Australia: New System from November 2025

Major reform from 1 November 2025

Australia’s aged care system underwent its largest transformation in decades when the Aged Care Act 2024 came into effect on 1 November 2025. The new legislation shifts the system from a service-delivery model to one explicitly built around rights — older people now have enforceable rights to safe, respectful, and quality care.

Statement of Rights

The new Act introduces a Statement of Rights for people using aged care services. Key rights include:

Autonomy and self-determination: the right to make choices about your life and care.
Dignity and respect: the right to be treated with dignity at all times.
Privacy: personal information must be protected.
Safe, quality care: providers are held to enforceable quality standards.
Complaint without fear of retaliation: the right to raise concerns without affecting your service.

These rights apply in both home-based care and residential aged care facilities.

Support at Home Program

From 1 November 2025, the Support at Home Program replaces the previous Home Care Packages and Short-Term Restorative Care Programme.

The old system provided fixed packages at Levels 1–4. The new system moves to a needs-based assessment model: you are assessed on what you actually need, and a budget is allocated to fund those specific services — giving you more flexibility to choose the services that matter most to you.

If you were on a Home Care Package: you have been automatically transitioned to Support at Home. Your services continue without interruption, but you should confirm the details with your current provider.

Types of care available

Home-based support (the new “Support at Home”):

Daily living assistance: help with bathing, dressing, meal preparation, cleaning, shopping.
Clinical care at home: nursing, physiotherapy, occupational therapy.
Transport to medical and social appointments.
Social connection: community programs to reduce isolation.

Residential aged care (nursing homes):

24-hour care for people who need full-time support.
This sector continues alongside home-based care.

How to access the system

Step 1: Contact My Aged Care

Phone: 1800 200 422 (free call, Mon–Fri 8am–8pm, Sat 10am–2pm)
Website: myagedcare.gov.au

Step 2: Assessment by an Aged Care Assessment Team (ACAT)

An assessor visits you at home to understand your needs and recommend appropriate support.
Assessment is free.

Step 3: Choose a provider

You have the right to choose your own approved provider.
My Aged Care maintains a directory of approved providers searchable by location.

Interpreter support: When calling My Aged Care or attending an assessment, you can request an interpreter through the TIS National (Translating and Interpreting Service): call 131 450 first and ask to be connected to My Aged Care in your language.

For families caring for elderly parents

Australia’s aged care system is designed to complement family care — not replace it. Government support fills the gaps that family members cannot cover, while respecting the role family plays.

If you are caring for a family member: contact the Carer Gateway on 1800 422 737. This service provides support for carers themselves — including respite care, counselling, peer support groups, and assistance accessing financial support. Carers can burn out too; using Carer Gateway is not admitting weakness, it is good management.

Don’t wait for a crisis: the assessment process takes time, and there can be waiting periods for some services. Contact My Aged Care early — even when your parent is relatively well — to get an assessment on file and understand what would be available if needs increase.

Residential aged care — a note on cost

Residential care involves means-tested fees. The government covers a substantial proportion, but residents may contribute through basic daily fees, accommodation costs, and means-tested care fees. An Aged Care Financial Information Officer from Services Australia can provide a free assessment of what fees would apply in your individual situation — call Services Australia for a referral.

This is a general overview. Services and eligibility conditions may change. Always verify current information directly with My Aged Care.