Support at Home arrangements can seem complicated: an assessment, a classification, a budget, a registered provider and sometimes an associated provider. This guide explains how the pieces fit together, in plain English, for older people and families in Adelaide.
What is Support at Home?
Support at Home is the Australian Government program that helps older people stay living at home. It started on 1 November 2025 and replaced the Home Care Packages Program and the Short-Term Restorative Care Programme. See our guide to Support at Home vs Home Care Packages for what changed.
Services fall into three groups: clinical supports such as nursing and occupational therapy; independence, such as help with showering, medications, transport and respite; and everyday living, such as cleaning, gardening, shopping and meals.
How do you get Support at Home?
- Apply for an aged care assessment through My Aged Care, online or by calling 1800 200 422.
- An assessor meets you to understand your needs and goals.
- If approved, you receive a letter and support plan listing your approved services and your classification.
- When funding is available, you choose a provider and agree on the mix of services.
- Services start, and you receive a monthly statement showing how your budget is being spent.
The My Aged Care phone line is open Monday to Friday, 8am to 8pm, and Saturday, 10am to 2pm.
What is a classification and a budget?
After assessment you are given one of 8 ongoing classifications, each with a quarterly budget. Your budget is held by Services Australia on your behalf, so you do not handle the money yourself. Your provider works with you to decide how to spend it across your approved services, and must send you an itemised monthly statement.
Our guide to Support at Home classifications and budgets lists the current amounts.
What does a registered provider do?
A registered provider is an organisation registered with the Aged Care Quality and Safety Commission to deliver funded aged care. Registered providers can have other organisations deliver services on their behalf, but they cannot hand over their legal responsibilities. They must make sure those organisations meet the rules, including worker screening.
Where does an associated provider fit in?
An associated provider delivers services on behalf of a registered provider, much like a subcontractor. Kindora Connect delivers Support at Home services as an associated provider through VitalCare Support.
In practice, VitalCare Support is the registered provider and manages your Support at Home budget. Kindora Connect plans and delivers your day-to-day services and is your main contact for your care. Our explainer on what associated provider means goes into more detail.
What should you ask before services start?
- Which of my approved services will be delivered, and by whom?
- What does each service cost, and what contribution will I pay?
- Who do I call day to day, and who do I call if something goes wrong?
- How are workers screened and matched to me?
- How do I change my services, or my provider, later?
Providers set their own prices and must publish their full price list online, so you can compare. You can read about what you might pay in Support at Home contributions explained.
How long might you wait for funding?
My Aged Care says funding wait times depend on the services you are approved for and your priority category. Your approval letter comes first; your budget follows when funding becomes available. It is fine to talk to providers while you wait, so you are ready to start.
Who oversees providers?
The Aged Care Quality and Safety Commission manages non-compliance for registered providers. Registered providers must give the Commission a full list of the associated providers delivering aged care on their behalf, when they register and when they renew.
Can you change the mix of services?
Yes. You and your provider agree the mix of services within your budget, and you can ask to change it at any time. If your needs change significantly, you can ask for a reassessment.
Services we deliver include personal care, domestic assistance and social support.