What you need to know:
On 1 July 2025, the Support at Home program will replace the Home Care Packages Program. This includes the pricing associated with Support at Home services.
The below information outlines the key changes, including:
Who sets the pricing?
For the first year of the program, 3Bridges will set its prices for services. We are in the process of reviewing our pricing in line with the Department’s recently released price guidelines. Our pricing structure will be transparent, hourly service prices will be easy to understand with no hidden fees.
We plan to release our pricing on 31 May 2025.
From 1 July 2026, the Australian Government will apply price caps.
How will Support at Home pricing work?
Inclusive Pricing: Under the Support at Home program, each service will have a single price that covers everything needed to deliver it, including things such as administration.
This is different from the Home Care Package model, where administrative costs (known as ‘package management’) are charged separately.
So, when you move to Support at Home, prices for the services you receive may change.
Reasonable Pricing Expectations
Protections have been put in place to ensure Support at Home prices are reasonable and transparent. Alongside direct client engagement, 3Bridges will publish its pricing on our website on 31 May 2025 and via the My Aged Care website when made available by the Department.
Learn more about how prices will be set and consumer protections under Support at Home
REMINDER: The Government has adopted a No Worse Off Principle for clients who are full-rate pensioners and currently pay no fees under the Home Care Packages (HCP) program will continue to pay no fees under Support at Home.
How Client Contributions Will Work
- Service-Based Contributions: Clients will contribute a set percentage towards the cost of each service they receive. The exact percentage will vary depending on the service type. For example, contributions for domestic assistance may differ from those for meal preparation.
- Income and Asset Assessment: The amount a client contributes will be determined based on an assessment of their income and assets.
- Government Subsidies: The Australian Government will cover the remaining cost of services after the client’s contribution. Notably, clinical care services, such as nursing and physiotherapy, will be fully funded by the government, requiring no client contribution.
- Financial Protections: To safeguard clients, the program includes several measures:
- No Worse Off Principle: Clients who are full-rate pensioners and currently pay no fees under the Home Care Packages (HCP) program will continue to pay no fees under Support at Home.
- Grandfathering Arrangements: Clients paying fees under HCP as of 12 September 2024 will pay the same or less under Support at Home.
- Lifetime Cap: There is a lifetime cap of $130,000 on co-contributions to ensure affordability over time.
- Financial Hardship Provisions: Clients facing financial difficulties can apply for hardship assistance via Centrelink to reduce or waive their contributions.
What next?
3Bridges will begin discussing pricing changes with clients in the coming weeks. These conversations will be ongoing, with various opportunities to speak with our Client Relations team.
As part of the pricing discussions, we will also provide a new service agreement for you to review and sign.
To ensure you are fully informed, please see the summary of indicative prices from in-home aged care providers put together by the Department of Health and Aged Care, this information:
- outlines how your provider’s prices compare with the rest of the market
- can help you to assess whether you think the prices your current provider is charging are reasonable, or if you want to choose another provider.
Have Questions or Concerns?
To better support your query, please choose an option from below to manage your question:
- Feedback and Complaints >> Feedback & Complaints – 3Bridges
- Day to Day Support for your Individual services >> Contact 1300 327 434 and request your Client Relationship Coordinator or email your CRC directly.
We are in this Together
Change can be challenging, not just for the individual receiving services, but for the whole family and friend network. We are here to make sure you and your network feel supported, informed, and confident every step of the way. Thank you for trusting us to be part of your care journey.
The information provided in this document has been sourced from official government websites and publications related to the Support at Home program and aged care reforms. While every effort has been made to ensure accuracy, details are subject to change as policies are finalised. For the most up-to-date and official information, please refer to the Australian Government Department of Health and Aged Care website or other relevant government sources.
