Support At Home: The New Priority System

The Support at Home Priority System is how the Australian Government allocates funding for the Support at Home Program. It ensures that people with the most urgent needs are supported first and that everyone is treated fairly. From 1 November 2025, it replaces the Home Care Packages queue, creating one consistent national system for funding allocation.

If you already receive a Home Care Package, you will automatically transition to Support at Home. If you are new to aged care, you will first need an aged care assessment through My Aged Care before entering the Priority System.

Support at Home Priority Levels

Urgent*

Urgent is an alternative fast-track pathway used when someone needs help straight away and it is not safe to wait. Services may start before the full assessment is finished so the person is not left at serious risk.

High

High priority means the person needs to be seen very quickly. Without help they may end up in hospital or have to leave their home because they cannot manage day to day, their carer cannot support them, or there are serious safety issues at home.

Medium

Medium priority means the person is not in immediate danger, but things are getting harder. Their health, memory or ability to manage at home is gradually getting worse, and the help they have now is not enough to keep going long term.

Standard

Standard priority means the person is coping for now and has enough support, but it is wise to plan ahead. An assessment looks at future care needs, for example if a carer will be away or early signs show living independently is becoming more difficult.

How The Priority System Works & What Are The Wait Times

Your position in the queue is determined by two factors: your priority category and the date you were approved. The system uses four categories: Urgent, High, Medium and Standard. People in higher categories are allocated funding first.

Fast Tracked Options and Short-Term Help

End of Life Pathway

If a doctor or nurse practitioner has assessed that you have about three months or less to live, funding is allocated immediately so care can start quickly at home.

Restorative Care Pathway

If you are recovering after illness or injury, you can be approved for a time limited burst of extra help to build strength and confidence while you wait for ongoing services to begin.

Urgent needs and the CHSP

If you have immediate risks while waiting for your budget, some short term help may be provided through the Commonwealth Home Support Program.

Seeking and Not Seeking Services

When you are approved, your status is automatically set to seeking services, meaning you are eligible for funding as soon as it becomes available. If you are not seeking services, you remain approved but will not be allocated funding until you change your status. You can switch between seeking and not seeking services at any time by contacting My Aged Care on 1800 200 422 or through your My Aged Care Online Account.

Interim Funding in Support at Home

When wait times for ongoing funding in the Support at Home Priority System are longer than expected, you may be assigned interim funding. If this happens, 60% of your approved funding will be allocated, allowing you to receive your most critical services to help you remain living safely at home. The rest of your budget is assigned as soon as funding becomes available.

If you receive interim funding, you will need to find a provider and enter into a service agreement for ongoing services. Together, you will decide which approved services you wish to start under the interim amount.

You will not be offered interim funding if you are approved for services with short expected wait times. Full funding will be allocated:

• within 1 month for the Assistive Technology and Home Modifications scheme
• within 1 month under the Urgent priority category for ongoing services
• immediately for the Restorative Care Pathway
• immediately for the End-of-Life Pathway

After Funding Is Allocated

Once you receive your allocation letter from the Department of Health, Disability and Ageing, you have 56 calendar days to find a provider. If you need more time, you can request a 28-day extension by contacting My Aged Care. You can ask your assessor to refer you directly, use the My Aged Care Find a Provider tool and give your referral code to your chosen provider, or call My Aged Care on 1800 200 422 for help.

Budget and Contributions

Support at Home budgets are allocated quarterly, and you can carry over $1,000 or 10% of your quarterly budget (whichever is higher) to the next quarter. Clinical services such as nursing and allied health are fully funded. For other services, Services Australia will send you a letter confirming your contribution rate and may request an income and assets test. Your provider will also receive this information.

For more information about how budgets and co-payments work, visit our Support at Home Contributions guide.

Frequently Asked Questions (FAQs)