What the New Support at Home Consumer Protections Mean for You

As Australia's aged care reforms continue to evolve, the Federal Government has announced a new suite of consumer protection measures for the Support at Home program.

They are aimed at improving transparency, strengthening accountability, and protecting older Australians from unfair pricing.

For providers like BallyCara, these changes reinforce what should already be at the heart of aged care: trust, clarity, and putting people first.

What Has Been Announced?

The Australian Government has confirmed additional protections for older Australians receiving in-home aged care services under the Support at Home program. The new measures include:

• Stronger powers for the Aged Care Quality and Safety Commission to investigate providers and order refunds where overcharging has occurred
• Mandatory monthly statements for clients
• Quarterly publication of a new National Summary of Support at Home Prices, helping consumers compare provider pricing
• Increased monitoring of personal care pricing
• Encouragement for providers to limit price increases to no more than twice per year

At the same time, the Government has delayed the introduction of formal price caps while the sector continues transitioning to the new model.

Why This Matters

The transition to Support at Home has brought significant changes to how aged care services are funded, delivered and priced across Australia.

While many providers continue to deliver high-quality support fairly and transparently, there have also been growing concerns nationally about inconsistent pricing and unexpected costs for older Australians and their families. These new measures are designed to improve oversight and give consumers greater confidence in understanding what they are paying for.

What This Means for BallyCara Clients

At BallyCara, transparency and person-centred care have always been priorities - not simply because regulations require it, but because older Australians deserve clear, honest and respectful support.

As the aged care landscape changes, BallyCara remains focused on:

• Providing clear communication around pricing and services
• Supporting clients and families to understand Support at Home changes
• Delivering monthly statements and service information in a timely way
• Ensuring services remain flexible, personalised and responsive
• Continuing to advocate for fairness and quality across the sector

We understand that ongoing aged care reform can feel confusing or overwhelming at times. Changes to funding models, contributions and pricing arrangements are impacting providers and clients across the country - not just BallyCara.

That is why our teams continue to work closely with clients, families and referrers to explain changes in plain language and provide support every step of the way.

The Bigger Picture

The Support at Home program officially replaced Home Care Packages and Short-Term Restorative Care in late 2025 as part of the largest reform to in-home aged care in decades. The reforms aim to create a more sustainable, transparent and equitable system for older Australians wanting to remain independent at home.

The latest consumer protection measures demonstrate that the Government is continuing to refine the program based on feedback from older people, advocates and providers across the sector.

BalllyCara's Commitment

As a not-for-profit aged care provider supporting older Australians for more than 40 years, BallyCara remains committed to delivering care that is compassionate, transparent and focused on wellbeing.

We welcome measures that improve accountability and help older Australians make informed choices about their care.

If you have questions about the Support at Home program or your current services, our team is here to help.