Can't get the equipment or home modifications you need?

The AT-HM scheme is designed to fund equipment and home modifications separately from your regular Support at Home budget. But the approval process can take months — and there's a specific trap that catches many people.

This guide is for the person receiving care, their partner or spouse, or a family member helping to manage their care.

⚠ The equipment trap — read this first

When someone gets a Support at Home package, state-based equipment lending services (like TasEquip in Tasmania, or similar schemes in other states) may refuse to lend equipment. Their reason: "You have a Support at Home package now — get it through that."

But the package's AT-HM approval is stuck in a queue. The person falls between two systems: the state scheme won't help because they have a federal package, and the federal package won't help because the approval is still pending. Meanwhile the equipment is needed now.

What to do if you're in the trap:

Apply for AT-HM as early as possible — at or before your first assessment
Ask the state equipment service to keep lending while your AT-HM approval is pending
For urgent safety equipment (shower chair, grab rails), consider buying Tier 1 items privately ($50–$200) and claim reimbursement once approved
Escalate to OPAN (1800 700 600) if you're stuck between two systems

The three funding tiers — which applies to you?

Understanding your tier tells you how long to expect to wait and what's needed.

Tier 1Up to $500/year

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Can start quickly — no assessment required

Tier 2Up to $2,000/year

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Typically 2–6 weeks — depends on OT availability

Tier 3Up to $15,000 (higher with evidence)

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Can take months — assessment, quotes, approval all required

How the approval process works

Tier 1 items can often be purchased quickly. Tier 2 and 3 go through this process.

1Your provider requests AT-HM funding at your assessment▼

2OT assessment (Tier 2 and 3 only)▼

3Quotes obtained (Tier 3)▼

4Provider submits to My Aged Care for approval▼

5Approval received and equipment ordered▼

If your equipment has been waiting more than 6 weeks

Call your provider and ask for a specific update: "What stage is the AT-HM request at? Has it been submitted to My Aged Care? When was it submitted?"

Ask if Tier 1 alternatives exist while you wait for Tier 2/3 approval. A basic shower chair ($80–$150) doesn't need approval and can be purchased from the quarterly budget or privately.

If the delay is a safety risk, use the word "safety" with your provider and with My Aged Care (1800 200 422). Safety issues can trigger priority escalation.

Contact OPAN (1800 700 600) for free advocacy if your provider isn't acting and the delay is affecting your parent's safety.

Lodge a complaint with the ACQSC (1800 951 822) if your provider is failing to act on a legitimate AT-HM request.

Useful phrase for your provider or My Aged Care:

"My parent's AT-HM request was submitted [date]. They cannot safely shower / move around the house / [specific issue] without this equipment. This is a safety issue. I need to know the current status and expected approval date today."

State equipment lending schemes — ask even if you have a package

Some state equipment lending services may still assist while AT-HM approval is pending, especially for urgent safety items. Ask explicitly: "Can you lend this equipment while my Support at Home AT-HM approval is being processed?" Don't assume the answer is no without asking.

NSWEnableNSW1800 362 253

VICSWEP (State-wide Equipment Program)1300 747 937

QLDMASS (Medical Aids Subsidy Scheme)1300 443 570

SASA Health — contact your local health service1800 200 422

WACAEP — contact your local health service provider1800 200 422

TASTasEquip1300 827 378

NTTop End Community Allied Health1800 139 656

ACTACTES (ACT Equipment Scheme)02 5124 1076

⚠ SA and WA do not have a single statewide equipment number — access is via local health service providers. My Aged Care (1800 200 422) can direct you to the right service in your area. All numbers verified April 2026.

Getting equipment approved

Equipment delays are a budget management problem, not just a waiting problem.

AT-HM equipment comes out of your quarterly budget. Delays in approval mean your budget runs while you wait — and many families don't know they can use unspent funds at quarter-end to cover costs already incurred. The Activation Guide covers how your quarterly budget works, what's claimable, and how to push back when approvals stall.

Get the Activation Guide — $49 →

🛡

30-day money-back guarantee. If this plan doesn't help, reply to the delivery email for a full refund. No form, no justification required.

Navigator membership

Navigator tracks your quarterly budget and flags unspent fund discrepancies.

$19/month. Cancel anytime. No lock-in.

Learn about Navigator →

This is a guidance tool — not medical or legal advice. Verify current rules at myagedcare.gov.au

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