What questions should I ask a Support at Home provider before signing?

Ask: (1) What is your care management fee percentage? (must be at or below 10%) (2) What is your administration fee? (3) Do you have availability for new clients at my classification? (4) Do you have workers in my area on the days I need? (5) What is the notice period to change services or exit? (6) Are my specific services available? (7) How are workers matched to clients? (8) What happens if my regular worker is sick? (9) Can I see a sample monthly statement? (10) Who is my named care manager?

What is a good administration fee for Support at Home?

For self-managed care, administration fees are typically 13–20%. For provider-managed care, combined administration and care management fees typically total 20–40% of your quarterly budget. The care management component is legally capped at 10%.

What's the difference between self-managed and provider-managed Support at Home?

With provider management, your provider finds and coordinates care workers. Combined fees typically 20–40%. With self-management, you find and coordinate your own workers. Administration fees typically 13–20%. Self-management gives more control but requires more time.

PROVIDER COMPARISON GUIDE

Before you call a provider: here's what to ask and what the answers should sound like.

This isn't a provider directory — it's the comparison framework the assessor didn't give you. Twelve questions to ask every provider before you commit to a conversation, let alone a signature.

Providers vary significantly on fees, worker availability, and how they handle problems. The right questions take 15 minutes. The wrong provider takes months to change.

Are you considering self-managed or provider-managed care?

This affects fees significantly. Not sure? The fee ranges below will help.

TYPICAL FEE RANGES — SUPPORT AT HOME 2025–2026

Self-managed — administration fee

You coordinate your own workers

13%–20%

Provider-managed — total fees (admin + care management)

Combined administration and care management

20%–40%

Care management fee (legal cap)

Maximum 10% under Support at Home program

5%–10%

Ranges based on market observations. Your provider must disclose all fees in writing before you sign.

Questions about choosing a Support at Home provider

How do I find Support at Home providers in my area?+

Use the provider search at My Aged Care (myagedcare.gov.au). Select 'Support at Home' as the service type and enter your postcode. The directory lists registered providers — but not their fees, availability, or worker ratios. You need to call and ask those questions directly.

What's a reasonable administration fee for Support at Home?+

For provider-managed care, combined administration and care management fees of 20–40% of your quarterly budget are the typical market range. The care management component is legally capped at 10%. Below 30% combined is reasonable. Above 40% is high and worth questioning. For self-managed care, fees are typically 13–20%.

Can I switch providers if I'm not happy?+

Yes, at any time. Under the Aged Care Act 2024, there are no exit fees. Government funds transfer immediately. Provider-held unspent funds transfer within 60 days. Care records transfer within 28 days of your request. Typical notice period is 2 weeks.

Is self-management right for me?+

Self-management typically costs less in fees (13–20% vs 20–40% combined) but requires you to source, schedule, and coordinate care workers directly. It suits people who want more control over who comes into their home and when, and who have the time and capacity to manage the coordination.

Your next step

You've chosen a provider. Before signing anything, run the service agreement through the Agreement Checker. It flags exit fees (prohibited), care management fees above the legal 10% cap, missing clauses, and vague service schedules — and gives you the exact words to use if anything needs fixing. Takes 5 minutes.

Check the service agreement before you sign →

Navigator membership

Once services start, Navigator monitors your monthly statements and alerts you if fees change beyond what was agreed.

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

Learn about Navigator →

Before you sign anything

A shortlist is a starting point. The service agreement is where families get it wrong.

Most fee problems and service disputes happen because families signed a service agreement without knowing what to check. The Activation Guide covers the exact clauses to read, the fee percentages that are legally capped, and the questions to ask every provider before committing.

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

Once you've signed and services start, Navigator monitors your monthly statements and alerts you to fee changes before they compound.

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

Learn about Navigator →

Last updated: 25 April 2026. Fee ranges based on market observations — verify all fees with your provider before signing. Based on Aged Care Act 2024 and Support at Home program, effective 1 November 2025. This is general information, not professional advice.