What does a Support at Home provider's website need to include?

A Support at Home provider's website must show your common price for every service you deliver. It should also explain your services, care management, service areas and how to get started, using the current Support at Home names, because families compare providers online before they call.

What do the rules require on your website?

Support at Home replaced Home Care Packages and Short-Term Restorative Care on 1 November 2025. The main website rule is about prices. You must publish your common price for each service you deliver, or have delivered in the last 12 months, across all service hours, including weekends and public holidays. Your common price is the price you charge most often.

You must review those prices at least every two months. The same prices also go into the My Aged Care Service and Support Portal and into each client's service agreement, so all three need to match. If you charge someone more than your published price, their service agreement has to say so and give the reason.

Price caps were due to start on 1 July 2026, but the Government deferred them in May 2026 and has not set a new date. The Department now publishes a national summary of median Support at Home prices, so families can see how your prices compare. That makes a clear, current prices page more important, not less. We cover the detail in Do Support at Home providers need to publish prices on their website?

Are you still using the old program names?

Many provider websites still talk about Home Care Packages and levels 1 to 4. Families now hear about Support at Home and classifications 1 to 8 from My Aged Care and their assessor. Old names make your site look out of date and leave families unsure whether you offer the new program.

Group your services the way the program does:

• Clinical supports, such as nursing

• Independence services, such as respite and transport

• Everyday living services, such as domestic assistance and home maintenance

Under each group, list the services you actually deliver and the areas you cover. If you still need to mention Home Care Packages, use it once to explain the change, for example on a page for clients who moved across from a package.

What do families look for before they call?

Families usually want the same few answers before they pick up the phone:

• Do you cover our suburb or town?

• Which services do you deliver yourselves, and which do you arrange through other providers?

• How does care management work? Under Support at Home, 10% of each person's quarterly budget is set aside for care management, so explain what your care managers do and how often clients hear from them.

• What happens after we call? Set out the steps from the first call to the first visit.

• How do we raise a concern?

The Statement of Rights in the Aged Care Act 2024 gives older people the right to information they can understand, including what their services cost, and the right to complain without fear of being punished. Showing your prices plainly and explaining how to give feedback on your website is a simple way to show you take those rights seriously.

What do referrers and new staff need?

GPs, hospital discharge planners and assessors want a quick way to refer someone. Give them their own page, one click from the main menu, with a phone number, a secure referral form and the areas you cover.

Support workers and nurses look at your website before they apply. A careers page with current roles, the areas you work in and a simple way to apply helps you hire, and more staff means you can say yes to more clients.

A quick checklist

• A prices page, linked from the main menu, showing the date it was last reviewed

• Services grouped under clinical supports, independence and everyday living

• Service areas listed by suburb or region

• Care management explained in plain words

• The steps from first call to first visit

• How to give feedback or raise a concern

• A referral page for GPs, hospitals and assessors

• A careers page with current roles

• Support at Home names throughout, with Home Care Packages mentioned only to explain the change

Want a second opinion?

Send us your website and we will go through it with you in a 30 minute chat, including what we would change first.

Sources

• Department of Health, Disability and Ageing, Prices for Support at Home participants

• Department of Health, Disability and Ageing, Support at Home ongoing services

• Department of Health, Disability and Ageing, About Support at Home services

• Department of Health, Disability and Ageing, National summary of Support at Home prices, November to December 2025

• Department of Health, Disability and Ageing, Aged Care Act 2024 Statement of Rights explainer

• Maddocks, Deferral of Support at Home pricing caps (21 May 2026)

This article is general information, not legal advice. Check the current rules with the relevant government body before acting.