Checking It Twice: The Naughty And Nice List for Providers

If you’re aged 65 or over and are either receiving aged care at home or currently exploring your options, chances are, you’ve probably heard that the aged care system has changed (and there will be more changes to come).

On 1 November 2025, the Australian Government rolled out the Support at Home program, which replaced the former Home Care Packages (HCP) system. It’s designed to simplify and improve the way older Australians receive help at home – but not every provider is adjusting to the change in the right way.

Some are helpful, open, and genuinely committed to better care. Others? Let’s just say they might find their Christmas stocking empty.

Here’s your guide to figuring out which Support at Home providers make the nice list, and which are headed straight for the naughty list – plus what you can do when your provider just isn’t playing fair.

The Nice List: Signs You’re in Good Hands

Not every Support at Home provider is out to overcharge or under-deliver. In fact, many are doing the right thing (and then some). Here’s how to know you’ve got a provider you can trust:

1. They’re Upfront About Pricing

It’s no secret that transparency equals trust. Now, being transparent isn’t a benefit – it’s simply an obligation. Providers were required to upload their standardised pricing to the My Aged Care “Find a Provider” tool by 7 November 2025, which means, all providers must clearly explain their prices and include all costs in a single figure. In our experience, the best ones are already transparent, offering detailed breakdowns without needing to be asked (or obligated).

2. They Only Charge for Services Delivered

The era of “unspent funds” sitting in a pot is long gone. Under the new Support at Home program, providers are paid based on the actual services you receive. A trustworthy provider won’t bill you for “mystery hours” or administrative fees for services that never happened. They should provide clear, monthly statements that match the help you actually got. To help you feel greater peace of mind, you may also calculate your contributions ahead of time using our simple calculator.

3. They Proactively Review Your Care Plan

Your needs aren’t static, and your care shouldn’t be either. Under the new 1 November 2025 requirements, “Care Management” is a core requirement. Quality providers will regularly check in to ensure your services everywhere from allied health to meal prep still fit your life. If your needs increase, they should help you navigate the reassessment process with the government promptly.

4. They Respect Your Choice and Control

The 2025 reforms were designed to put the power back in your hands. A “nice-list” provider won’t “upsell” you on services you don’t want or push you toward their in-house staff if you prefer a different specialist. They act as a partner, helping you mix and match your services to get the most value out of your allocated budget.

5. They Maintain Clear, Stress-Free Communication

The new aged care system is a big shift, and it’s okay to have questions – in fact, you really should have questions. And when you do, just know, a reliable provider won’t hide behind jargon or “complex” policy. They should be easy to reach, happy to explain your budget breakdown, and transparent about how they are meeting the New Aged Care Standards. If they make you feel like a burden for asking questions, they aren’t the right fit.

The Naughty List: Warning Signs Something’s Not Right

Not every provider is getting it right – and some are taking advantage of the transition period. Here’s what to watch out for when looking at Support at Home providers:

1. High-Pressure Signing Tactics

If a provider pushes you to sign a new Service Agreement without giving you time to seek independent advice or review the “all-inclusive” pricing, be cautious. Under the 1 November 2025 rules, you have a legal right to informed consent. A trustworthy provider will encourage you to take your time and ask questions.

2. Hidden “Management” Fees

The days of seeing a separate 20% or 30% “Package Management” fee on your statement are over. As of November 2025, administrative costs must be bundled into the price of the service itself. If you are being charged a separate, monthly “membership” or “management” fee on top of your hourly service rates, they are likely not following the new pricing model.

3. Vague Budget Reporting

You have a right to a monthly statement that a five-year-old could understand. If your provider fumbles when you ask for a breakdown of your “Personal Budget” or uses “administrative overhead” as a catch-all for missing funds, that’s a major red flag. Under Support at Home, every cent of your subsidy must be accounted for.

4. They’re “Business as Usual”

The government introduced the New Aged Care Act to shift the focus from “tasks” to “rights.” If your provider hasn’t discussed how they are meeting the updated Quality Standards or hasn’t updated your care plan to reflect the November 2025 changes, they may be cutting corners on your care and safety.

5. Resistance to Portability (Switching)

Here is the truth: your funding belongs to you, not the provider. You can switch to a new provider at any time, and exit fees are strictly prohibited. If your current provider makes switching sound “risky,” “impossible,” or tries to guilt-trip you, they are prioritizing their revenue over your well-being.

Not Sure? Here’s Where to Get Help

It’s completely okay to feel a bit unsure as these changes roll out. If something doesn’t feel quite right, remember that you have plenty of friendly support in your corner to help you figure it out.

Here are a few easy ways to get the clarity you deserve:

• Just ask: A great provider will be happy to sit down and chat through your questions – they see it as part of their job to make sure you feel comfortable.
• Do a quick check: The My Aged Care website is a handy tool to see how your current provider’s services and prices stack up against others in your local area.
• Chat with an advocate: For free, confidential advice, give the lovely team at OPAN (Older Persons Advocacy Network) a call on 1800 700 600 – they’re experts at helping you understand your rights and can even step in to speak with your provider for you.

If you’re still feeling overwhelmed, please give us a call. We’re here to help you make sense of it all and ensure you’re getting the very best care.

What’s Changed From November 1 2025?

The Support at Home program continues to bring big improvements to aged care at home. Some of these key changes include:

• A simplified service list with bundled pricing
• No separate charges for administration or package management
• Fairer pricing and clear costs
• More tailored support levels (moving from 4 to 8 tiers)
• Access to restorative care, assistive technology, and end-of-life care where eligible
• Easier switching between providers

You’ll also keep your current funding level if you already receive a Home Care Package, thanks to the “no worse off” guarantee. To understand the complete list of Support at Home changes, please view our full guide here.

Want A Provider On the Nice List?

That’s where CareAbout comes in. We help older Australians (and their families) to find aged care providers who are honest, accredited, and already prioritising what’s required from Support at Home.

Whether you require assistance around the house or more complex support, we’ll connect you with the right provider – without the confusion or pressure. Because there’s no greater time to evaluate whether your current provider is keeping you informed, respects your choices, and is committed to driving value than the present.

Need Help Reviewing Your Options?

CareAbout is here to help older Australians stay safe, supported and independent at home.
Because we truly believe that no one should ever feel alone when seeking the quality aged care they deserve.

On behalf of our entire team, we wish you and your loved ones a safe and Merry Christmas, and Happy Holidays!