• SUPPORT AT HOME SERVICE AGREEMENT

  • Introduction & Purpose of this Agreement

  • This Service Agreement explains how we will work together to deliver your Support at Home services. It sets out what you can expect from us, what we will expect from you, and the terms and conditions that guide how we will work together.

    We will prepare this agreement in partnership with you, and if you wish, with your family, carer, advocate or other supporter. We will help you to understand the terms of this service agreement and ensure it is written in plain language that is readily understandable.

    The purpose of this agreement is to:

    • confirm the care and services you have chosen and how they will be delivered;
    • explain your rights and responsibilities, and our responsibilities as a registered aged care provider;
    • describe how your budget and any contributions will be managed;
    • outline how we will communicate, review, and make any changes to your services; and
    • support transparency so that you can make informed choices about your care.


    Compliance with law and standards

    We will deliver services in accordance with the Aged Care Act 2024, the Aged Care Rules 2025, the Support at Home Program Manual, and the Strengthened Aged Care Quality Standards. You have the right to safe and respectful care as set out in the Statement of Rights.

  • Participant Details

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  • Your Support People

  • Persons we can contact in relation to your Support at Home services and care.

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  • Our details

  • Registered provider  Salveo Care Pty. Ltd trading as Salveo HomeCare
    ABN  65 622 788 014
    Address  Level 5, 447 Collins street, Melbourne VIC 3000
    Phone  1800 725 836 (Option 3)
    Email  carepartner@salveocare.com.au

  • When services will start

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  • Your Classification and Funding

  • Important! The date a client was approved for their Home Care Package directly affects whether they qualify for grandfathering and how their contribution rate is calculated. It is essential that the approval date is recorded accurately to ensure correct billing, contribution rates, and compliance with program requirements. 

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  • 10% will be deducted from your classification budget as the quarterly budget for care management.

  • NOTE: Transitioned HCP care recipients will continue to receive an equivalent level of funding (including supplements) as their previous Home Care Package. The previous annual package amount is divided into four to create a Support at Home quarterly budget.

  • Additional Funding Schemes & Pathways

  • NOTE: The EACH-D supplement only apply to transitioned HCP care recipients who were receiving the supplement on 31 October 2025.

    If the participant is reassessed into an ongoing Support at
    Home classification, this supplement will be discontinued (as it is
    considered as an inclusion in the classification).

  • NOTE: Continence Aids Payment Scheme (CAPS)

    • From 1 November 2025, there will be no new CAPS approvals for Support at Home participants.
    • From 1 November 2025 to February 2026, participants who transitioned to Support at Home from the Home Care Packages program can continue to receive existing funding support under CAPS so long as they are not also receiving subsidy for continence aids under Support at Home.
    • From February 2026, CAPS eligibility will end for all Support at Home
      participants and they will no longer be able to receive continence products through CAPS.
    • Under Support at Home, disposable continence products may only be purchased if approved under nursing consumables through Clinical Supports.
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  • Administration and Coordination for Assistive Technology and Home Modifications

  • If you receive services under the Assistive Technology and Home Modifications (AT-HM) Scheme, Salveo HomeCare may carry out administration or coordination activities to support the safe and effective delivery of your AT-HM services.

    • Administration activities may include liaising with suppliers, obtaining quotes, purchasing approved low-risk assistive technology, and arranging delivery.
    • Coordination activities may include managing subcontractors, project planning, and seeking local council or building approvals for structural modifications.

    These activities will be charged to your AT-HM funding and not to your care management budget.

    Our administration costs for assistive technology will not exceed 10% of the total cost or $500 (whichever is lower), and our coordination costs for home modifications will not exceed 15% of the total cost or $1,500 (whichever is lower).

  • Care Management for Restorative Care Pathway

  • If you are receiving services under the Restorative Care Pathway, you will be supported by a Restorative Care Partner.

    Restorative care management is mandatory for this program and will include planning, monitoring, and coordinating your restorative supports.

    Unlike ongoing Support at Home services, there is no fixed percentage of your budget set aside for care management in the Restorative Care Pathway.

    The amount of restorative care management will be agreed between you and your Care Partner and must be proportionate and in your best interests.

  • Care Management for End-of-Life Pathway

  • If you are receiving services under the End-of-Life Pathway, you will receive care management support from a Care Partner to ensure your care is well-coordinated.

    This includes liaising with your doctor, medical team, palliative care specialists, and any other relevant services.

    Care management under the End-of-Life Pathway will be funded directly from your End-of-Life budget under “Home Support Care Management.”

    There is no cap on the amount of care management that may be claimed for End-of-Life services; however, all claims must be reasonable, proportionate, and in your best interests.

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  • Services to be delivered, Prices and your Contribution

  • Clinical Services

  • No contributions are payable for Clinical services.

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  • If you have been approved for any of the services listed below where a price is not shown, we will contact you by telephone and email to discuss the service arrangement and proposed cost. We will only proceed once you and we have agreed on the price. This agreement will be confirmed in writing before the service begins.

    • Aboriginal and Torres Strait Islander health practitioner
    • Aboriginal and Torres Strait Islander health worker
    • Music therapist

  • Note: Price per hour is the standard Day rate for services between 6am - 8pm on weekdays. Please refer to the Salveo HomeCare_Nov 1 Price List for the full price list for after-hours, weekends & public holidays.

    Note: Some allied health and other therapeutic services and nursing services include both direct (face-to-face) and indirect (non-face-to-face) time. Indirect time may include progress note writing, report writing, care planning, or liaising with other professionals to support your care. These activities are billed at the same hourly rate as direct services and charged in 15-minute intervals.

  • Note: Price per hour includes a 10% overhead applicable to all services delivered by Associated Providers that you source and engage.

  • Independence Services

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  • If you have been approved for any of the services listed below where a price is not shown, we will contact you by telephone and email to discuss the service arrangement and proposed cost. We will only proceed once you and we have agreed on the price. This agreement will be confirmed in writing before the service begins.

    • Assistive technology
    • Home modifications
    • Group social support
    • Acupuncturist
    • Chiropractor
    • Diversional therapist
    • Art therapist
    • Osteopath

  • Note: Your contribution may be updated when Services Australia provides an individual assessment of your contribution rates.

    Note: Price per hour is the standard Day rate for services between 6am - 8pm on weekdays. Please refer to Salveo HomeCare_Nov 1 Price List for the full price list for after-hours, weekends & public holidays.

  • Note: Price per hour includes a 10% overhead applicable to all services delivered by Associated Providers that you source and engage.

  • Everyday Living Services

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  • Note: Your contribution may be updated when Services Australia provides an individual assessment of your contribution rates.

    Note: Price per hour is the standard Day rate for services between 6am - 8pm on weekdays. Please refer to the Salveo HomeCare_Nov 1 Price List for the full price list for after-hours, weekends & public holidays.

  • Note: Price per hour includes a 10% overhead applicable to all services delivered by Associated Providers that you source and engage.

  • If you have been approved for Meal delivery and a price is not shown, we will contact you by telephone and email to discuss the service arrangement and proposed cost. We will only proceed once you and we have agreed on the price. This agreement will be confirmed in writing before the service begins.

  • Minimum Service Duration and Budget Utilisation

  • To ensure that your allocated Support at Home budget is used effectively and services are delivered in line with your care plan:

    Budget Utilisation

    Where a participant’s budgeted hours are not being utilised on a regular basis (for example, weekly under-utilisation of agreed care hours), Salveo HomeCare reserves the right to apply a minimum two (2)-hour charge.

    This ensures that your allocated funds are used to support your identified care goals and that services remain consistent with your approved care plan.

    Minimum Service Periods

    All services delivered by Salveo HomeCare are to be completed in blocks of a minimum of two (2) hours per visit, consistent with the Social, Community, Home Care and Disability Services (SCHADS) Award.

    This minimum period reflects fair employment conditions for care workers and ensures service continuity and value for the participant.

    Care Manager Discretion

    Your Care Manager will review your service usage and advise you if a minimum two-hour service is to apply.

    Any changes to your scheduled services will be discussed with you in advance and documented in your care plan and monthly statement.

    Participant Agreement

    By continuing to receive services under this agreement, you acknowledge and agree to the application of a two-hour minimum service period where applicable, as outlined above.

  • Process for varying prices

  • If you need a service that is not included in the list above, or if we need to charge a different price to what is listed above, we will contact you via telephone and/or email to discuss this. You will need to agree to the price before the service is delivered.

  • How we review our prices

  • Our prices are reviewed each year on 1 July. Any increase will follow the Consumer Price Index (CPI) or updates issued by the Department of Health and Aged Care.

    This review helps ensure we can continue providing safe and high-quality services while covering rising costs such as staff wages, insurance, and compliance expenses.

    If the Government updates prices under the Support at Home Program, our prices may also be adjusted to stay in line with those changes.

    If any other changes are made to prices – for example, new charges or adjustments to how services are costed – this will occur only after discussion with you and with your agreement.

    At least 14 days’ written notice will be provided before any change takes effect.

  • GST

  • All prices listed are GST-inclusive unless otherwise stated. If GST law changes, we will vary this agreement with reasonable written notice to you, and we will explain how the change affects your costs.

  • Direct and Indirect allied health and other therapeutic services and nursing services

  • Allied health and other therapeutic services may include both direct (face-to-face) and indirect (non-face-to-face) activities as part of the participant’s care.

    Direct activities refer to the time a qualified health professional spends delivering care directly to the participant (for example, assessments, therapy sessions, or hands-on treatment).

    Indirect activities refer to time spent on professional tasks necessary to deliver quality care, which may include documentation, preparing reports or recommendations, developing or updating care plans, liaising with other professionals, or participating in case conferences.

    Direct and indirect services are both claimable under the Support at Home Program, in accordance with the Department of Health, Disability and Ageing’s Support at Home Pricing Guidance (2025).

    The indirect rate will match the direct rate and will be charged in 15-minute intervals, reflecting the actual time spent on approved indirect activities.

    Travel time is not considered an indirect activity and is included within the price for direct services.

    All direct and indirect activities must be agreed with the participant in their care plan and service agreement, and invoiced separately to ensure transparency and compliance with the Aged Care Rules 2025.

    We will maintain accurate records demonstrating the delivery of both direct and indirect services. Evidence of time spent and activities performed will be retained in accordance with provider obligations under section 154 of the Aged Care Rules 2025.

  • Your Budget

  • We will work with you to create a budget that fits your needs which you’ll receive when completed. This budget will show:

    • the government funding for your classification, any supplements, and (where applicable) funding for Assistive Technology, Home Modifications, Restorative Care, or End-of-Life pathways.
    • the cost of each approved service and activity, including assistive technology, repairs, home modifications, and any related administrative or coordination costs.
    • a short description of what the service or product is, 
    • any contributions you must pay — showing the rate for each service or assistive technology item

    Your monthly statement will also include a breakdown of your budget for each service category, showing the Government subsidy, the services delivered, the costs, your contribution, the total spent for the month and your remaining balance.

    If Services Australia reassesses your income or assets and your contribution changes, we will update your budget with you and provide a revised copy.

    Your budget is based on the care and services in your Care Plan. We will review your Care Plan with you at least once every 12 months, or sooner if your needs change.

  • What you must pay - Your Contributions

  • Under the Aged Care Act 2024, the Government fully funds Clinical Support services however, participants are required to contribute to the cost of Independence and Everyday Living services.

    The exact contribution rate, if payable, is based on the results of an assessment of your income and assets by Services Australia.

    Your contributions may change in accordance with the rules set by the Government including when your financial circumstances change. We will talk to you if there are any changes to your contribution.

    We encourage you to apply to have your contributions reviewed if your financial circumstances change. You can find information about contributions rates on the My Aged Care website: https://MyAgedCare.gov.au.

    By signing this agreement, you agree to pay any applicable contributions for funded aged care services we deliver to you. 

    You can withdraw from this agreement anytime within 14 days of signing the agreement, so long as you have not received services from us.

  • Notification of Your Contribution Rate

  • Services Australia will notify you of your contribution rate after assessing your income and assets or using your pension information. You will also receive a letter confirming your rate, which is valid for 120 days.

    If your contribution rate has not yet been finalised when services start, we may agree with you to make interim payments until Services Australia confirms your final rate. Once your final rate is determined, Services Australia may backdate the change to the date you entered Support at Home. Where this results in any refund or recovery, we will apply this in accordance with the Refunds and Recoveries clause below.

  • Government Contributions Framework

    (required by section 155 individualised budgets)

  • For participants receiving or approved to receive a Home Care Package on or before 12 September 2024 and not liable to pay an income-tested care fee:

    • You will pay no contributions for any service on the Support at Home service list, even if you change services or classification.

  • For participants receiving or approved to receive a Home Care Package on or before 12 September 2024 and liable to pay an income-tested care fee:

    • You will pay a 0% contribution for Clinical Supports service types.
    • You will move from a daily fee to a contribution that is based on the cost of services you use.
    • You will only pay for services that you use. If you don’t receive any services you won’t pay anything.
    • There will be a cap on your total contribution amounts equivalent to your income-tested care fee amount.
    • If you have a pension or income support payment, or a Commonwealth Seniors Health Card, Services Australia will use information it holds on your income to assess your contribution rate.
    • If you are a self-funded retiree, Services Australia will ask you to provide information about your income. If you don’t, you will be asked to pay the highest contribution rate of 25%.

  • For participants approved to receive a Home Care Package after 12 September 2024, who are full pensioners:

    • You will pay a 0% contribution for Clinical Supports service types.
    • You will pay a 5% contribution for Independence service types.
    • You will pay a 17.5% contribution for Everyday Living service types.
    • You will only pay for services that you use. If you don’t receive any services you won’t pay anything.

  • For participants approved to receive a Home Care Package after 12 September 2024, who are part pensioners:

    • You will pay a 0% contribution for Clinical Supports service types.
    • If you pay an income tested care fee, you will move from a daily fee to a contribution that is based on the cost of services you use.
    • You will only pay for services that you use. If you don’t receive any services you won’t pay anything.
    • Services Australia will use information about your income and assets that it holds to assess your individual contribution rates. You won’t need to do anything.

  • For participants approved to receive a Home Care Package after 12 September 2024, who are Commonwealth Seniors Health Card holders:

    • You will pay a 0% contribution for Clinical Supports service types.

    • If you pay an income tested care fee, you will move from a daily fee to a contribution that is based on the cost of services you use.

    • You will only pay for services that you use. If you don’t receive any services you won’t pay anything.

    • Services Australia will use information about your income that it holds to assess your individual contribution rates. You will also need to provide information on your assets to Services Australia.

  • For participants approved to receive a Home Care Package after 12 September 2024, who are self-funded retirees:

    • You will pay a 0% contribution for Clinical Supports service types.
    • If you pay an income tested care fee, you will move from a daily fee to a contribution that is based on the cost of services you use.
    • You will only pay for services that you use. If you don’t receive any services you won’t pay anything.
    • Services Australia will ask you to provide information about your income and assets. If you don’t, you will be asked to pay the highest contribution rate of 50% for Independence and 80% for Everyday Living services.

  • Payment of Contributions

  • How to pay

    If Services Australia assesses that you need to pay a contribution, we will include this in your budget.

    You will receive an invoice every month, together with your monthly statement, for any contributions that you need to pay.

    The invoice will clearly show the amount due and the due date.

    Contributions can be paid by direct debit, credit card, or bank transfer.

    If your contribution amount changes because Services Australia reassesses your income or assets, we will update your budget and invoice you accordingly.

    You must not cancel, suspend, or modify your direct debit authority unless an alternative payment arrangement (acceptable to us) has been agreed in writing.

    Your direct debit arrangement must remain active until all outstanding contributions under this agreement have been paid in full.

    Late or missed payments

    If you do not pay your contribution by the due date, the payment may be considered overdue. We may charge interest on overdue amounts at a rate no higher than the Australian Taxation Office General Interest Charge, unless we agree on another arrangement with you.

    If you breach this agreement by failing to pay contributions, you may also be required to reimburse us for any reasonable costs, charges, or losses we incur as a result.

    Support with your payments

    If you are having trouble paying your contribution, please contact us straight away. We can work with you to set up a payment plan or other arrangement.

    If you believe you may have insufficient funds in your account, you must notify us immediately to avoid missed payments and additional bank charges. Any bank fees charged to us due to failed or dishonoured payments will be passed on to you.

    Non-payment

    If contributions remain unpaid and no alternative arrangement has been agreed, your services may be suspended or this Agreement may be terminated, as described in the Termination of Agreement section.

  • Refunds and Recoveries of Contributions

  • From time to time, Services Australia may update or backdate your contribution rate after completing or reassessing your income and assets assessment. This may mean that contributions you have already paid are different to the final contribution rate determined.

    If this occurs:

    • Where you have paid less than your assessed contribution rate:
      We are required to recover the difference from you. We will notify you in writing of the amount owing and include it on your monthly statement.
    • Where you have paid more than your assessed contribution rate:
      We are required to refund the difference to you. The refund will be applied as a credit to your account or returned to you directly, and this will be shown on your monthly statement.
    • While Services Australia finalises your assessment:
      Services Australia will continue to pay the full government subsidy during this period. If this results in an overpayment to us, Services Australia will deduct the overpayment from our next funding claim. This does not affect the care or services you receive.If you are unable to pay contributions due to hardship:
      You may apply to Services Australia for a fee reduction supplement. Please let us know if you wish to apply, and we will provide information to support your application.
    • Means not disclosed: If you do not complete an income and assets assessment, Services Australia will assign a “means not disclosed” status, which means you may be charged the maximum contribution rate.

    We will work with you to explain any changes to your contribution rate and how this affects your budget and monthly statements.

  • Unspent Funds

  • When a participant has unspent budget at the end of a quarter, the funds will automatically carryover (in their home support account) to the next quarterly budget period.

    Under the Support at Home program, your budget is intended to be used each quarter.

    • Carry-over limit: At the end of each quarter you may carry over the greater of 10% of your quarter budget or $1,000. Any amount above this limit will be forfeited and cannot be recovered.
    • Use of unspent funds: Any carried-over amount may only be used for services in your Support Plan and in line with program rules.
    • Transition from Home Care Packages: If you have unspent HCP funds, these must be used first and may affect access to Assistive Technology & Home Modifications funding under Support at Home.
    • Statements & reminders: Your monthly statement will show any unspent funds. We will let you know if your balance is nearing the carry-over limit so you can plan your services.
    • Where to find the rules: For full details, see the Support at Home Program Manual (we can provide a copy on request).

    If your unspent balance exceed permitted carry-over limit at quarter end, the excess will not be available for future use.

  • Care Management and Your Care Partner

  • Care Management helps make sure your services are well planned, coordinated, and reviewed so that you receive the right care and support for your needs.

    Your Care Partner (a trained staff member from our team) provides this support. They work with you to understand your goals, preferences, and needs, and to make sure your services continue to meet them.

    Your Care Partner will:

    • Work with you to create and review your Care Plan, Service Schedule, and Budget.
    • Coordinate and communicate with your support workers, health professionals, and other providers (with your consent).
    • Monitor your wellbeing and respond to any changes or risks.
    • Support your independence through wellness and reablement.
    • Ensure your care is delivered safely, respectfully, and in a culturally appropriate way.
    • Keep accurate records to make sure your care is transparent and consistent.
    • Help you review your plan and budget at least every 12 months, or sooner if your needs change.
    • Provide advice, education, and information to help you make informed decisions about your care.

    All Care Partners receive appropriate training and ongoing support to ensure they can provide quality, person-centred care in line with aged care standards. Some may hold qualifications or previous experience in aged care, others bring transferable skills from related fields such as community services or health care, which allows them to support people with more complex needs.

    Under the Support at Home Program, up to 10% of your total quarterly budget is automatically allocated for Care Management. This covers planning, coordination, monitoring, record-keeping, and review. You will see this allocation and how it has been used on your monthly statement.

  • Your Care Plan

  • Your Care Plan is a document that explains your care needs, goals, and preferences. It also shows how your funded services will help you reach those goals.

    Your Care Partner will create your Care Plan with you. You can involve your family, carer, or supporter if you wish. The plan is based on your Support Plan from My Aged Care.

    Your Care Plan will include:

    • Your care needs, goals, and how we will help you achieve them.
    • Your preferences for how and when you receive services, and by whom.
    • The services you will receive, how often, and who will provide them.
    • Any assistive technology or home modifications, and their costs (if applicable).
    • Dates for reviewing your Care Plan and Service Agreement.
    • Any risks to your health or safety and how we will manage them.
    • Information to make sure your care is safe, respectful, and culturally appropriate.

    Your Care Plan will also show how we will support your independence through wellness and reablement.

    Before your services begin, your Care Partner will work with you to complete your Care Plan and give you a copy within 14 days of starting this agreement. 

  • Care Plan Review

  • We will review your Care Plan at least every 12 months, or sooner if your needs or circumstances change. You can also ask for a review at any time.

    During a review, your Care Partner will:

    • Check your goals and care needs.
    • Talk with you about what is and isn’t working.
    • Update your Care Plan and budget if something needs to change.
    • Support you to make informed choices about your services.

    If your needs change a lot (for example, you need higher-level support or new equipment), your Care Partner can help you request a Support Plan Review through My Aged Care.

    If you want to add or change services, we will first check that they are in your Support Plan. If not, we will help you ask for a reassessment.

    When you request new or extra services, call 1800 725 836 (Option 3) or email carepartner@salveocare.com.au.

    We will:

    • Talk with you about what you need.
    • Make sure it fits within your funding and Care Plan.
    • Confirm the price with you.
    • Ask for your written or verbal agreement before starting the service.

    Your Care Partner will stay in touch to make sure your services continue to meet your needs and support your goals.

  • Safe Access to the Home

  • You agree to provide our staff, contractors, and authorised representatives with safe and reasonable access to your home, or any other location where services are to be delivered, at the agreed dates and times.

    You agree to take reasonable steps to ensure the environment is safe for workers. This includes:

    • managing or restraining pets where required,
    • removing or reducing hazards,
    • informing us of any known or emerging risks that may affect safe service delivery.

    We will work with you to identify risks and agree on practical ways to manage them, recognising your right to make choices about your home and supports.

    If we are unable to safely access your home or deliver services due to unmanaged safety risks, the service may need to be rescheduled or cancelled. We will explain the reason to you and work with you to resolve the issue wherever possible.

  • Service Cancellations & No Shows

  • You must be at your Home at the designated times to receive Services. If you are not there and the service cannot go ahead, a late cancellation fee may apply.

    You can cancel a scheduled service at any time. However, if you give less than 2 business days’ notice, this will be treated as a late cancellation.

    If our worker arrives at your home and you are not there or not ready to receive the service, this will be considered a no show.

    If a late cancellation or no show occurs, and it was not the provider’s fault, we may charge the full cost of the scheduled service. Your normal participant contribution will also apply.

    In the event of an emergency (e.g medical emergency or natural disaster), Participant passing away, or unforeseen circumstance (e.g hospitalisation) late cancellation fees will not be charged.

    Please notify us as soon as possible if you need to cancel or change a booking. 

    Any cancellation fee will reflect the reasonable cost of the service and will not exceed the amount we would have charged if the service had gone ahead.

    All cancellation fees will be clearly shown on your monthly statement.

    If you believe you had a reasonable reason for a late cancellation or no show, you can provide written evidence, and we will review it fairly.

  • Hours of Operation and Contact

  • Our standard hours of operation are Monday to Friday, 9am to 5pm.

    Outside these hours, you can contact our after-hours and weekend support team on 1800 725 836 (option 3) or by emailing carepartner@salveocare.com.au.

    For urgent shift changes or cancellations, please contact our after-hours team.

    For any medical emergencies, always call 000.

    Minimum Engagements and After-Hours Services

    Services delivered outside of 7am–8pm, or on weekends and public holidays, may be subject to a minimum engagement period. These conditions and any related costs will be included in your Price List and shown on your monthly statement.

  • Service Interuptions, Continuity and Transitions of Care

  • If we are unable to provide your scheduled services (for example, because of staff shortages, illness, or a local emergency), we will:

    • let you know as soon as possible,
    • try to reschedule the service, or
    • arrange an alternative provider if required.

    We will always prioritise essential supports so your health and safety are not at risk.

    When your services are starting, changing, or ceasing, your Care Partner will:

    • Keep you informed and involved in all decisions,
    • Work with you to plan a smooth transition,
    • Communicate with other providers (with your consent) to avoid service gaps or duplication, and
    • Ensure appropriate continuity of care arrangements are in place up to your final day of service, if required.

    Our goal is to make sure your care continues safely and smoothly, even if circumstances or providers change.

  • Statement of Rights

  • You have rights that are protected under the Aged Care Act 2024. These rights are listed in the Statement of Rights, which explains what you can expect when receiving aged care in Australia.

    These include the right to:

    • be treated with dignity, respect and kindness,
    • make your own choices about the care and services you receive,
    • live without abuse, neglect or exploitation,
    • have your identity, culture and diversity valued,
    • receive safe and high-quality care and services,
    • be listened to and understood,
    • give feedback or make a complaint without fear of reprisal,
    • have someone of your choice support you in decisions,
    • have your privacy respected, and
    • receive information in a way that is clear and easy to understand.

    We are responsible for making sure these rights are respected in everything we do. To do this, we will:

    • deliver your services in line with the Aged Care Act 2024, the Support at Home Program Rules, and the Strengthened Aged Care Quality Standards,
    • follow all laws that apply to aged care providers, and
    • provide you with a copy of the Statement of Rights and explain it in a way that makes sense to you.

  • The Aged Care Code of Conduct

  • The Aged Care Code of Conduct (the Code) sets out how all aged care workers, providers, responsible persons, and volunteers must behave when delivering aged care services.

    The Code helps protect your safety, dignity, and right to make your own choices.

    The Code requires that we:

    • treat you with dignity and respect at all times
    • deliver safe and high-quality care and services
    • act with integrity, honesty and transparency
    • respect your identity, culture and diversity
    • promptly address any concerns or complaints
    • take steps to prevent harm, abuse, neglect or exploitation
    • respect your privacy and confidentiality

    The Aged Care Quality and Safety Commission monitors and enforces the Code. If a provider or worker does not follow the Code, the Commission may take action to make sure your rights are protected.

    You will receive a copy of the Aged Care Code of Conduct with this agreement (Attached as Appendix B of this Service Agreement).

    If you would like help to understand what the Code means for you, we can explain it in plain language and answer any questions you may have.

  • Participant Obligations

  • As a participant, you are expected to:

    • Treat workers, providers, and other participants with respect and courtesy.
    • Provide accurate information about your needs, health, and any changes to your circumstances.
    • Work in partnership with your provider to develop and review your care plan and individualised budget.
    • Use services in line with your agreed care plan and the Support at Home service list.
    • Notify your provider in advance if you wish to cancel, change, or temporarily pause your services, as outlined in your service agreement.
    • Pay any agreed participant contributions as outlined in your service agreement and monthly invoices.
    • Allow safe access to your home for agreed service delivery and take reasonable steps to ensure your home is safe and hygienic for workers. This includes following infection prevention and control practices where required to protect both you and workers.
    • Take reasonable steps to ensure your own safety and the safety of workers providing your care.
    • Respect the rights of workers to a safe, harassment-free, and healthy workplace.
    • Notify Services Australia if there are any changes to your financial circumstances that may affect your contribution rate.
    • Notify your Support at Home provider if you intend to:
      • Enter Transition Care, or
      • Access temporary residential respite care in a residential aged care home.
    • Inform your provider promptly if you are unhappy with your care or wish to make a complaint.

    These responsibilities ensure that your services are delivered safely, fairly, and in partnership with you, in line with your rights and goals.

  • Additional Obligations for Self-Managed Participants

  •  Provider Obligations  Shared Obligations  Participant Obligations
    Delivery of care management activities, at least monthly. Development and review of the Support at Home service agreement including third-party arrangements and agreed pricing for services. Only accessing services aligned with assessed and approved needs, care plan and budget, as well as the Support at Home service list.
    Provision of support and education regarding third-party use including legislative and regulatory requirements. Regular review of the care plan, ensuring services are aligned with assessed needs and are meeting goals and preferences. Ensuring that changes to services are pre-approved by the care partner before services are received. 
    Provision of information about Support at Home program guidelines including service lists. Regular review of the budget ensuring services are delivered within the budget parameters. Knowing that only approved services will be subsidised. 
    Support knowledge building and oversight
    of the budget.    		 Proactive communication from both the provider and participant, registered supporters and carers (where relevant) to address changing needs, concerns, risks and/or issues requiring action. Compliance with agreed provider requirements and processes.
    Where third-party workers are used, engaging these workers and ensuring these workers meet all worker obligations under the Aged Care Act 2024.    
    Provision of assistance for subsidy claiming including ensuring invoices are submitted on time and are accurate.    
    Oversight to ensure quality and safety of service delivery and compliance with legislation and program guidance.    

  • Feedback, Concerns and Complaints

  • You have the right to share feedback or make a complaint about any part of your care or services — without fear of reprisal.

    Complaints will always be handled fairly, promptly, and confidentially.
    You will never be treated differently or receive less care just because you’ve spoken up.

    Under the Aged Care Act 2024, you are protected when raising a concern, whether it’s about your own care or someone else’s.
    Your comfort, safety, and wellbeing are our priority — giving feedback or making a complaint will never change that.

    If you have a concern or complaint, please contact our Complaints Officer or any member of our team. We will:

    • Listen to you and record your concern.
    • Review and investigate your complaint, whether it’s made verbally or in writing.
    • Talk with you and anyone else involved, if needed.
    • Look at our policies and procedures and make changes if they need improvement.
    • Respond to you within a reasonable timeframe, depending on the nature of the complaint.
    • Let you know the outcome.

    If you aren’t happy with our response, you can also contact:

    • The Aged Care Quality and Safety Commission on 1800 951 822
    • An independent advocacy service such as the Older Persons Advocacy
    • Network (OPAN) on 1800 700 600
    • Any other government body that deals with complaints.

    You must continue to pay your contributions and fees while a complaint is being looked at. Please tell us if you are having issues with any of our staff or service providers so we can help.

    Ways you can provide feedback or make a complaint

    Phone: 1800 725 836 (Option 1)

    Email: homecare@salveocare.com.au

    Post: Level 5, 447 Collins Street, Melbourne VIC 3000
    Complete a feedback form (available on request) and return by post

    Online: www.salveohomecare.com.au

    TTY service (for hearing-impaired clients): 1800 555 677 then ask for 1800 725 836 (Option 1)

    Speak and Listen users: 1800 555 727 then ask for 1800 725 836 (Option 1)

    Interpreter: If you prefer to provide feedback through an interpreter, please contact the Translating & Interpreting Service (TIS National) on 131 450.
     

    You also have the right to access independent advocacy and to be protected if you or others raise concerns as whistleblowers. See the following sections for more information. 

  • Advocacy and Support

  • You have the right to seek support from an independent advocate at any time. This means you can:

    • have an advocate of your choice help you understand this agreement or your services,
    • ask an advocate to speak or act on your behalf, and
    • contact the Older Persons Advocacy Network (OPAN) on 1800 700 600 (a free and confidential service).

    We will support you to access advocacy and will work cooperatively with your chosen advocate.

  • Financial Position of the Provider

  • You have the right to request information about our financial position at any time.
    If you make a written request, we will provide you with the following information and documents within 7 days:

    • A clear and simple presentation of our financial position; and
    • A copy of the most recent statement of the audited accounts for our service delivery branch, or for the organisation that includes our service delivery branch.

    We are committed to transparency and accountability to ensure you have confidence in our financial integrity and how we manage your funded aged care services.

  • Cooling off period

  • There is a cooling off period where you may withdraw from this agreement. You can withdraw from this agreement anytime within 14 days of signing the agreement, so long as you have not received services from us.

    Where this occurs, the service agreement will have no effect and we will refund any amount paid to us under the agreement.

  • Reviewing your service agreement

  • We will review this agreement on or before {reviewDate} [no later than 12 months from the date of this agreement] or upon your request.

    During the review, you will have the opportunity to participate and share your feedback.

    We will consider any updates needed to reflect your current needs, preferences, or changes to the Support at Home Program.

    If required, we will vary the service agreement and provide you with an updated copy.

  • Varying your service agreement

  • If we need to make a change to this agreement, we will always consult with you first.

    Any variation will only occur with your written consent, unless it is required by law.

    All service agreements must comply with the Aged Care Act 2024 and the A New Tax System (Goods and Services Tax) Act 1999. This means we may occasionally need to update this agreement to stay compliant. If a variation is required for these reasons, we will provide you with at least 14 days’ written notice, unless a shorter timeframe is required by law.

    If a change is required by law (for example, GST or aged care pricing legislation), we may vary the agreement without your consent, but we will notify you in writing.

    This agreement will also be updated when there are changes required under the Support at Home Program Rules, the Aged Care Act 2024, or any other relevant laws.

  • Termination of this Service Agreement

  • You can terminate this agreement if:

    • You notify us in writing that you no longer wish to receive our services, or
    • You notify us in writing that you are moving to a location where we do not deliver services.

    If you wish to stop receiving services you must contact us via:

    • Calling us on 1800 725 836 (Option 1)
    • Emailing us at carepartner@salveocare.com.au, or
    • Sending a signed letter to: Salveo HomeCare, Level 5, 447 Collins Street, Melbourne VIC 3000.

    Your notice must include your name, the services you wish to end, and the date you would like them to stop.

    We can only terminate this agreement if:

    • You can no longer be cared for in the home or community with the resources available to us, or
    • Your condition changes to the extent that you no longer need our services or an approved needs assessor assesses your needs are more appropriately met through other types of funded aged care services, or
    • You have intentionally caused serious injury to a member of staff or have intentionally infringed the ability of a member of staff to work in a safe environment, or
    • You have not paid any fee or contribution to us, for a reason within your control, and have not negotiated an alternative arrangement for payment of the fee or contribution
    • And we have given you written notice of our intention to cease delivery.
    • We will refund or transfer any unspent funds in accordance with the Act and program rules.
    • We will provide, with your consent, necessary information to your new provider to support continuity of care.

    Temporary pauses in services

    If you go into hospital, respite, or take a holiday, your services will simply pause for that period. Your classification budget and care management allocation will continue, but you won’t be charged for services not delivered. Standard cancellation rules will apply if less than 24 hours’ notice is given for a scheduled service.

    Transfer to a New Provider

    If you choose to transfer your services to another approved provider, we will work with you to ensure a smooth transition. We will reconcile your account and transfer any unspent funds and relevant information to your new provider in accordance with the Support at Home Program Rules and the Aged Care Act 2024.

  • Governance, Risk and Incident Management

  • Your safety and wellbeing are very important to us. We follow clear rules and procedures to make sure services are delivered safely and respectfully.

    • Serious Incident Response Scheme (SIRS): If something serious happens — such as abuse, neglect, or a dangerous situation — we must act quickly to keep you safe and report it to the Aged Care Quality and Safety Commission. We will keep you informed throughout the process and provide support if you are affected.
      You can also report serious incidents directly to the ACQSC yourself at any time.
    • Mandatory reporting: By law, we must report certain issues such as abuse, neglect, or the misuse of restrictive practices. This protects you and others receiving care. We must also report any changes that may affect your safety or wellbeing, in line with the Aged Care Act 2024 and Support at Home Program Rules.
    • Your right to take risks (Dignity of Risk): You have the right to make your own choices, even if they involve some risk. If there are risks, we will:
      • Talk with you about your decision and how to reduce the chance of harm,
      • Write down an agreed plan so you stay in control, and
      • Review that plan regularly with you to make sure it still meets your needs.
    • Continuous improvement: Every incident, complaint, or near miss is reviewed so we can learn and improve. We regularly monitor trends, review staff practices, and update our training to make sure our services remain safe and responsive. Your feedback helps us identify risks early and strengthen the quality of care.
    • Your responsibility to keep staff safe: We ask that you tell us about anything in your home that might pose a risk to staff, such as unsafe areas, aggressive animals, or infectious illness.
      You must also allow staff to complete their work safely and within the agreed time.

  • Insurance, Indemnity and Limitation of Liability

  • We hold public liability, professional indemnity, and workers’ compensation insurance appropriate to the services we provide.

    To the extent permitted by law, we are not liable for, and you agree to indemnify us against, any loss, damage, claim or expense that arises from:

    • services delivered by an external provider you have chosen independently,

    • any informal services provided by your family, neighbours, or friends,

    • your decision to suspend or stop services,

    • services delivered after you transfer to another provider, or

    • your failure to comply with the terms of this agreement.

    Nothing in this agreement limits your rights under the Australian Consumer Law or the Aged Care Act 2024. If we are found liable for a breach of consumer guarantees or aged care obligations, our liability will be limited, at our option, to either:

    1. supplying the service again, or
    2. paying the reasonable cost of having the service supplied again.

  • Worker Screening and Suitability

  • Your safety and wellbeing are our top priority. That means everyone who provides you with care or services — whether they are our employees, volunteers, or people we engage through other organisations — must have passed the required government worker screening checks.

    This includes:

    • A current police check, or
    • An NDIS Worker Screening clearance (a nationally recognised safety check).

    We also check that any staff who have lived overseas provide the required declarations.

    If a person is waiting for their clearance to come through, they can only work under supervision until it is finalised.

    If a worker’s clearance is ever cancelled or suspended, they are immediately stopped from working in aged care.

    Workers must immediately notify us if their police certificate records a precluding offence or if their NDIS Worker Screening clearance is suspended, cancelled or expires. Anyone without a valid clearance/certificate will be excluded from aged care work

  • Associated Providers (third-party providers)

  • At times, your services may be provided by trusted third-party partners we work with, such as health professionals or service organisations. We call these partners ‘Associated Providers’.

    • Regardless of whether the service is delivered by our staff or an Associated Provider, you will always pay the same price as set out in our “Services to be delivered, Prices and your Contribution”; [1]
    • We remain responsible for the quality and safety of any services delivered through these providers.
    • All Associated Providers must meet the same verification requirements as our own staff, including worker screening, insurance, and quality and safety checks, before they can deliver services.We will make sure their details are recorded and verified before they provide services to you.
    • If agreed services require third-party purchases (for example, consumables or equipment hire), we will confirm the price and obtain your agreement before incurring the cost.
    • If you request a service that requires us to use a provider outside our usual list, we will let you know if this is possible. If it is, the service will still be charged at our published price list and included in your Budget.
    • We cannot guarantee that the same worker will attend every service, but we will aim to provide continuity of personnel wherever possible to support your preferences.

    [1] Different rules apply for self-managed participants who source their own worker. Refer to Associated Providers for Self-Managed Participants.

     

  • Associated Providers for Self-Managed Participants

  • If you are self-managing your services, you may choose to find and select your own service provider (they will be considered an Associated Provider).

    If choosing your own service provider, you must let us know before they start providing any services to you.

    All Associated Providers must complete our onboarding process and meet the same verification requirements as our staff, including worker screening, insurance, and quality and safety checks, before they can deliver services. We will ensure their details are properly recorded and verified before they begin providing services to you.

    Your chosen provider must not begin delivering services until they have completed our onboarding and verification process. This ensures that all services meet the Aged Care Act 2024, the Aged Care Rules 2025, and the Strengthened Aged Care Quality Standards.

    We will continue to provide oversight and support to make sure your services are safe, high quality, and aligned with your care plan and budget.

    When you choose to engage your own associated provider, their service fees may vary from our usual rates. A 10% overhead applies to cover the administration and compliance requirements for these arrangements.

    The overhead is to cover the cost of:

    • oversight to ensure a third-party worker meets worker obligations under the Act (e.g., carrying out worker screening, training the worker in the provider’s complaints and incident management procedures) and;
    • claiming for subsidy and paying the third party or reimbursement.

    To claim these services under your Home Care Package, the service cost must be agreed between you and us. The agreed amount will be charged to your budget and must include the 10% overhead and any applicable GST.

  • Payment of Services for Associated Providers of Self-Managed Participants

  • If you are self-managing your services and have chosen your own worker or provider, you have two payment options:

    1. Pay and claim: You may pay the worker or provider directly and then request reimbursement from us.
    2. Direct invoice: You may ask the worker or provider to send their invoice to us directly, and we will arrange payment on your behalf.

    Contribution rates will still apply for all non-clinical services.

    If you ask for reimbursement, we will pay you back the service cost minus your required contribution.

    Reimbursements will be processed only if: 

    • The service is on the official Support at Home service list.
    • The provider is registered to deliver that service.
    • The service is one you are approved to receive in your Notice of Decision and support plan.
    • The service is included in your care plan and budget.
    • The provider has engaged the worker and completed all required safety and screening checks.
    • A valid tax invoice from the Associated Provider confirming the service was delivered.
    • Proof that payment has been made, such as a receipt or other payment record.

    We may refuse to reimburse services if these requirements are not met.

  • Privacy and Information Sharing

  • Our organisation is authorised to collect, use, and disclose certain personal information in accordance with Aged Care legislation for the purposes of:

    • protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers
    • promoting the provision of quality care and services
    • developing and promoting best practice models for engagement between our organisation and the individuals we support
    • dealing with complaints and incidents and/or
    • regulating and monitoring the provision of aged care services.

    Our organisation is committed to protecting the privacy of your personal information in compliance with the Privacy Act 1988 and as such, will not use it for any purpose other than:

    • that which you give us permission for
    • required by law
    • required to provide safe and quality care and services and/or
    • as outlined under the Australian Privacy Principles.

    You have the right to access and correct your information, and our privacy policy provides guidelines on how to do so and how to complain about breaches of privacy. 

    You have the right to complain to us if you are unhappy with how your information is handled. If you are not satisfied with the resolution, you may also make a complaint to the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or the Aged Care Quality and Safety Commission on 1800 951 822.

    Your written consent will be obtained at the start of your engagement with us and is valid for 12 months. You can withdraw or amend your consent at any time by contacting us.

    Contact Us

    If you would like to access the information we hold about you, withdraw or amend your consent, make corrections or have any concerns please let us know by:

    Email: carepartner@salveocare.com.au

    Phone: 1800 725 836 (Option 3)

    Our website: www.salveocare.com.au/contact-us

    Mail: Level 5, 447 Collins Street, Melbourne VIC 3000

  • Consent to Obtain and Share Information

  • Information use and release consent:

    I, 

  • of

  • consent to my information being collected and recorded for the purpose of providing care and services and the provider’s duty of care. 

    I understand that personal information will be shared with workers, other service providers, health professionals, advocates, government departments and others as required and reasonably expected in order to provide care and services as well as required by law.

    I consent for information about my care and services to be discussed with my identified Supporters as per the table below.

    I understand that:

    • I may revoke consent at any time
    • I have rights to access and update my information as well as to make complaints about how my information is managed without retribution
    • my provider may be obligated to disclose my information without consent in the following circumstances:
      • if there is a serious threat to the life, health or safety of any individual or public health and safety, including locating a missing person
      • it would unreasonably infringe the privacy of other individuals
      • the information relates to legal proceedings or is in some way illegal
      • I will be informed about any data breaches which may result in serious harm.
  •  - -

  • Additional Consent

    Please review the following items carefully and indicate your consent for each one. Any recordings made will be securely stored. You have the right to access the material as part of your personal information. You may withdraw or amend your consent at any time by letting us know via phone call, email, our website or in person.

  • Rows
  •  - -
  •  - -

  • Acceptance of Service Agreement

  • Acceptance of Services

    By signing this agreement, or by accepting services from us, you agree to the terms and conditions set out in this Service Agreement.

  • Statement of Rights

    You have been provided with a copy of the Statement of Rights under the Aged Care Act 2024. We have explained these rights to you and supported you to understand them. Signing the Statement of Rights is optional. Even if you choose not to sign, you will still receive services and your rights remain protected.

  • Translating and Interpreting Support

    If you need help understanding this agreement, we can arrange a free interpreter through TIS National (131 450). Please let us know if you need this service.

  • Independent Advice

    You have been given the opportunity to ask questions about this agreement and to seek independent advice, including legal or financial advice. We encourage you to take this opportunity to make sure you are fully comfortable with the agreement before signing.

  • By signing below, I acknowledge that I have read, understood, and agree to the terms of this Service Agreement, including privacy practices, information collection and use, and the consents provided herein.

    *   

  •  - -

  • *If signed by an authorised representative, please specify your name and authority to enter this Agreement on behalf of the Care Recipient (e.g. Enduring Power of Attorney/Guardian - please provide details below):

  • Executed and agreed by;

    Approved Provider: Salveo Care PTY. Ltd trading as Salveo HomeCare

    Archie Mursalin - Chief Executive Officer

    Date Signed: {dateOf230}

    • Appendix A - Statement of Rights 

    • Independence, autonomy, empowerment and freedom of choice

       (1) An individual has a right to:

       (a) exercise choice and make decisions that affect the individual’s life, including in relation to the following:

       (i) the funded aged care services the individual has been approved to access;

       (ii) how, when and by whom those services are delivered to the individual;

       (iii) the individual’s financial affairs and personal possessions; and

       (b) be supported (if necessary) to make those decisions, and have those decisions respected; and

       (c) take personal risks, including in pursuit of the individual’s quality of life, social participation and intimate and sexual relationships.

      Equitable access

       (2) An individual has a right to equitable access to:

       (a) have the individual’s need for funded aged care services assessed, or reassessed, in a manner which is:

       (i) culturally safe, culturally appropriate, trauma‑aware and healing‑informed; and

       (ii) accessible and suitable for individuals living with dementia or other cognitive impairment; and

       (b) palliative care and end‑of‑life care when required.

      Quality and safe funded aged care services

       (3) An individual has a right to:

       (a) be treated with dignity and respect; and

       (b) safe, fair, equitable and non‑discriminatory treatment; and

       (c) have the individual’s identity, culture, spirituality and diversity valued and supported; and

       (d) funded aged care services being delivered to the individual:

       (i) in a way that is culturally safe, culturally appropriate, trauma‑aware and healing‑informed; and

       (ii) in an accessible manner; and

       (iii) by aged care workers of registered providers who have appropriate qualifications, skills and experience.

       (4) An individual has a right to:

       (a) be free from all forms of violence, degrading or inhumane treatment, exploitation, neglect, coercion, abuse or sexual misconduct; and

       (b) have quality and safe funded aged care services delivered consistently with the requirements imposed on registered providers under this Act.

      Note: Division 1 of Part 4 of Chapter 3 deals with conditions on registered providers, including requirements in relation to the use of restrictive practices and management of incidents.

      Respect for privacy and information

       (5) An individual has a right to have the individual’s:

       (a) personal privacy respected; and

       (b) personal information protected.

       (6) An individual has a right to seek, and be provided with, records and information about the individual’s rights under this section and the funded aged care services the individual accesses, including the costs of those services.

      Person‑centred communication and ability to raise issues without reprisal

       (7) An individual has a right to:

       (a) be informed, in a way the individual understands, about the funded aged care services the individual accesses; and

       (b) express opinions about the funded aged care services the individual accesses and be heard.

       (8) An individual has a right to communicate in the individual’s preferred language or method of communication, with access to interpreters and communication aids as required.

       (9) An individual has a right to:

       (a) open communication and support from registered providers when issues arise in the delivery of funded aged care services; and

       (b) make complaints using an accessible mechanism, without fear of reprisal, about the delivery of funded aged care services to the individual; and

       (c) have the individual’s complaints dealt with fairly and promptly.

      Advocates, significant persons and social connections

       (10) An individual has a right to be supported by an advocate or other person of the individual’s choice, including when exercising or seeking to understand the individual’s rights in this section, voicing the individual’s opinions, making decisions that affect the individual’s life and making complaints or giving feedback.

       (11) An individual has a right to have the role of persons who are significant to the individual, including carers, visitors and volunteers, be acknowledged and respected.

       (12) An individual has a right to opportunities, and assistance, to stay connected (if the individual so chooses) with:

       (a) significant persons in the individual’s life and pets, including through safe visitation by family members, friends, volunteers or other visitors where the individual lives and visits to family members or friends; and

       (b) the individual’s community, including by participating in public life and leisure, cultural, spiritual and lifestyle activities; and

       (c) if the individual is an Aboriginal or Torres Strait Islander person—community, Country and Island Home.

       (13) An individual has a right to access, at any time the individual chooses, a person designated by the individual, or a person designated by an appropriate authority.

    • Appendix B - Aged Care Code of Conduct 

    • When providing care, supports and services to people, we must:

      (a) act with respect for people’s rights to freedom of expression, self‑determination and decision‑making in accordance with applicable laws and conventions; and

      (b) act in a way that treats people with dignity and respect, and values their diversity; and

      (c) act with respect for the privacy of people; and

      (d) provide care, supports and services in a safe and competent manner, with care and skill; and

      (e) act with integrity, honesty and transparency; and

      (f) promptly take steps to raise and act on concerns about matters that may impact the quality and safety of care, supports and services; and

      (g) provide care, supports and services free from:

      (i) all forms of violence, discrimination, exploitation, neglect and abuse; and

      (ii) sexual misconduct; and

      (h) take all reasonable steps to prevent and respond to:

      (i) all forms of violence, discrimination, exploitation, neglect and abuse; and

      (ii) sexual misconduct.

    • Appendix C - Protection of personal information 

    • (1) A registered provider must ensure the protection of personal information, relating to an individual to whom the registered provider delivers funded aged care services, including as follows:

      (a) the personal information must not be used other than:

      (i) for a purpose connected with the delivery of a funded aged care service to the individual by the registered provider; or

      (ii) for a purpose for which the personal information was given by or on behalf of the individual to the registered provider;

      (b) except with the consent of the individual, the personal information must not be disclosed to any other person other than:

      (i) for a purpose connected with the delivery of a funded aged care service to the individual by the registered provider; or

      (ii) for a purpose connected with the delivery of a funded aged care service to the individual by an associated provider of the registered provider or another registered provider; or

      (iii) for a purpose for which the personal information was given by or on behalf of the individual; or

      (iv) for the purpose of complying with an obligation under this Act;

      (c) the personal information must be protected by security safeguards that it is reasonable in the circumstances to take against the loss or misuse of the information.

      (2) This section does not prevent personal information being given to a court, or to a tribunal, authority or person having the power to require the production of documents or the answering of questions, in accordance with a requirement of that court, tribunal, authority or person.

    • Appendix D - AGED CARE RULES 2025 - RULE 165.20 Requirements for registered providers 

    • Requirements for registered providers 

      (1)  A registered provider must:

       (a)  prepare and keep up to date documents detailing:

       (i)  the provider's complaints and feedback management system, including the requirements mentioned in section   165 - 15; and

       (ii)  the roles and responsibilities in the system of the provider's aged care workers and responsible persons in relation to complaints and feedback; and

       (b)  give the documents to the provider's aged care workers and responsible persons; and

       (c)  ensure that the provider's aged care workers and responsible persons are aware of, and understand, their roles and responsibilities in the system; and

       (d)  require the provider's aged care workers and responsible persons to comply with the system; and

       (e)  provide appropriate training to the provider's aged care workers and responsible persons on how the system works, including:

       (i)  how to handle personal information and data; and

       (ii)  how to recognise and respond to complaints and feedback; and

       (iii)  managing relationships and clearly communicating with persons making complaints or giving feedback; and

       (iv)  when and how to escalate complaints and feedback in the system; and

       (v)  their roles and responsibilities in the system; and

       (vi)  the roles and functions of independent aged care advocates in the system; and

       (f)  publish an accessible document that:

       (i)  describes how a complaint can be made, or feedback can be given, to the provider; and

       (ii)  describes what a person who makes a complaint or gives feedback to the provider can expect in relation to the provider's management of the complaint or feedback; and

       (iii)  includes information about how a complaint can be made, or feedback can be given, to the Complaints Commissioner; and

       (iv)  explains that the provider will not victimise or discriminate against anyone for making a complaint or giving feedback to the provider or the Complaints Commissioner; and

       (v)  includes information about how to contact an independent aged care advocate; and

       (g)  give the document mentioned in paragraph   (f) to the following:

       (i)  individuals to whom the provider delivers funded aged care services;

       (ii)  any other person who requests the document; and

       (h)  if it is necessary, to enable a person to whom the document mentioned in paragraph   (f) must be given under subparagraph (g)(i) to understand the document, to translate the document into another language or present the document in an alternative appropriate format--translate the document into that language, or present the document in that format, and give the translation or reformatted document to the person; and

       (i)  help the persons mentioned in subparagraph   (g)(i) to understand how the provider's complaints and feedback management system works; and

       (j)  communicate regularly, and at least monthly, to the persons mentioned in paragraph   (b) and subparagraph   (g)(i) that complaints and feedback are welcome; and

       (k)  review the system as mentioned in paragraph   165 - 15(p).

       (2)  Without limiting paragraph   (1)(e), the provider provides appropriate training to a person who is an aged care worker or responsible person of the provider if the training is provided:

       (a)  at regular intervals, which must be at least annually; and

       (b)  at the following times:

       (i)  when the person becomes an aged care worker or responsible person of the provider;

       (ii)  when there is a change to how the system works that affects the person's roles and responsibilities in the system;

       (iii)  when there is a change to the person's role that affects the person's roles and responsibilities in the system.

    • Appendix E - Assistive Technology and Home Modifications list (AT-HM list) 

    • https://www.health.gov.au/sites/default/files/2025-05/assistive-technology-and-home-modifications-list-at-hm-list_0.pdf

    • Appendix F - Definitions 
    • Term Meaning
      The Act Aged Care Act 2024.
      Aged Care Quality and Safety Commission (the Commission) The Commission is a statutory body, responsible for overseeing provider compliance with the strengthened Aged Care Quality Standards across the aged care sector.
      Aged Care Worker Refer to sections 11(4) and (5) of the Aged Care Act 2024 for a definition of an aged care worker.
      Assistive Technology and Home Modifications (AT-HM) List A list that sets out the defined equipment, products, and home modifications that can be purchased for eligible participants under the AT-HM scheme.
      Assistive Technology and Home Modifications (AT-HM) scheme The scheme providing assistive technology and home modifications for eligible participants.
      Associated provider An entity that delivers services on behalf of a registered provider.
      AT-HM scheme guidelines The AT-HM scheme guidelines provide additional information and processes in relation to the AT-HM scheme.
      Care management A service involving a suite of activities that contribute to the overall safety, wellbeing, health and quality of life of an older person.
      Care management account An account held by Services Australia where 10% of an ongoing participant’s quarterly budget is set aside and pooled together with all other participants within a service delivery branch.
      Care partner A person who provides care management for participants in an ongoing class or accessing the End-of-Life Pathway.
      Care plan The plan a Support at Home participant will develop with their care partner, which outlines what services will be delivered and how.
      Carryover of unspent quarterly budget A participant’s unspent quarterly budget amount which will carry over to the following quarter.
      Claiming Claiming is the process by which providers submit payment claims to Services Australia for subsidy against services delivered to a participant under Support at Home.
      Classification

      Refers to the classification of a Support at Home participant, including:

      • Ongoing classification (Classifications 1-8)
      • Short-term classifications (AT-HM scheme, Restorative Care Classification and End-of-Life Classification).
      Contribution framework Where a person receives an income support payment such as Age Pension, their income and assets assessment from that will be used to determine their percentage contribution. 
      The department The Australian Government Department of Health, Disability and Ageing.
      Dignity of risk The concept that all adults have the right to make decisions that affect their lives and to have those decisions respected, even if there is some risk to themselves.
      End-of-Life Pathway A short-term pathway providing in-home services and supports for participants with a prognosis of three months or less to live who meet eligibility criteria.
      Fee Reduction Supplement The program offers time-limited financial assistance for participants in genuine hardship, processed through Services Australia, with new providers confirming validity if participants change providers.
      Government Unless otherwise noted, the government refers to the Federal Government of Australia.
      Grandfathered home care package recipient

      Refers to home care package recipients who, on 12 September 2024, were receiving a Home Care Package, on the National Priority System, or assessed as eligible for a package.

      Grandfathered HCP care recipients will be no worse off under the contribution arrangements for Support at Home.

      Also refer to the definition for transitioned HCP care recipient.
      HCP unspent funds

      Unspent funds from the participant’s Home Care Package budget that are available to use under Support at Home. This includes:

      • the balance of the provider-held care recipient contributed unspent funds
      • the provider-held Commonwealth portion of unspent funds
      • the Services Australia home care account balance (Government held unspent funds).
      Home Care Packages (HCP) Program An Australian Government program that previously provided funding for packages aimed at supporting people to remain living at home. The Home Care Packages Program ceases on 31 October 2025.
      Income and assets assessment An assessment of a participant’s income and assets to determine the participant contribution rate. The assessment is completed by Services Australia.
      Lifetime contribution limit The maximum amount a participant will contribute to their care over their lifetime for both in-home and residential aged care services. Once this limit is reached, the participant is no longer required to make further contributions towards their care.
      Monthly statement A document provided to participants every month that shows the quarterly budget funds available to that participant, and what has been spent from the budget and contributions paid.
      My Aged Care My Aged Care is the starting point to access Australian Government-funded aged care services. The phone line and website can help older people, their families and carers to get the help and support they need.
      Notice of Decision Refers to the letter that details the outcome of an older person’s aged care assessment.
      No worse off principle

      A previous HCP care recipient will be no-worse off under Support Home and will not make higher participant contributions than they did under the Home Care Packages program.

      This applies to grandfathered HCP care recipients who, on 12 September 2024, were receiving a Home Care Package, on the National Priority System (NPS) or assessed as eligible to receive an Home Care Package.
      Participant An individual who is receiving services under Support at Home.
      Participant contributions Refers to a participant’s contributions on the services they have received under the Support at Home program.
      Participant Contributions Framework A framework outlining the contribution rates participants need to pay based on their income and assets assessment and the services they receive.
      Prescribed assistive technology Assistive technology that requires a prescription from a suitably qualified health professional.
      Primary supplements Supplements available to eligible participants to help cover the costs associated with specialised care. This includes the oxygen, enteral feeding and veterans’ supplement.
      Price The amount a provider will charge for delivering a service in Support at Home, inclusive of both Government subsidy and any participant contributions.
      Quarterly budget A Support at Home participant’s annual classification funding amount divided into 4 quarters, with added supplements if applicable.
      Registered provider (provider) A registered provider of aged care is an organisation that has been assessed and approved to provide high-quality, safe and consistent care to older people under the Aged Care Act 2024.
      Registered supporter A person registered as a supporter of an older person under section 37 of the Aged Care Act 2024.
      Residential aged care This program provides high levels of care to people in a residential aged care home.
      Restorative Care Pathway A short-term pathway providing up to 16 weeks of intensive allied health and/or nursing services (through a multidisciplinary team) and supports aimed to help the participant regain function.
      Restorative care partner A person who provides care management for participants in the Restorative Care Pathway.
      Rules The Rules refer to the subordinate legislation of the Aged Care Act 2024.
      Remote Supplement Available to participants in areas classified as Modified Monash Model (MMM) 6 or 7 who receive AT-HM funding.
      Self-management A participant-led approach where the participant leads and makes key decisions about when services will be delivered, and in some instances which organisations will provide the services.
      Service Agreement Refer to section 7 of the Aged Care Act 2024 for a definition of service agreement.
      Service list A defined list of services outlining included and excluded services available to participants under the Support at Home program.
      Strengthened Aged Care Quality Standards (Strengthened Quality Standards) The strengthened Aged Care Quality Standards came into effect in line with the Aged Care Act 2024. Based on the services being delivered, all providers registered in categories 4, 5 and 6 are expected to be compliant with the relevant standards.
      Subsidy An Australian Government payment made on behalf of a participant for services delivered and claimed for by a provider. This subsidy is paid from a participant’s quarterly budget.
      Support at Home Priority System Refers to the Support at Home queue and replaces the National Priority System under the Home Care Packages Program. The amount of time an eligible older person will need to wait to access government-funded services will depend on their priority group: urgent, high, medium, standard.
      Support plan

      A plan developed by an aged care assessor that:

      • summarises the findings of the participant’s aged care assessment
      • makes recommendations for services and supports
      • provides guidance on how recommended services may be delivered.
      Transitioned home care package recipient Refers to all existing home care package recipients who transitioned to the Support at Home program on commencement of the program.
      Volunteer A person who willingly gives their time without financial gain to support older people receiving funded aged care services.
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