Before You Sign: 7 Questions to Ask A Support At Home Provider
When you receive your Support at Home funding, you only have 56 days to find a provider. Finding a provider is easy, but finding a quality provider? That’s the hard part.
You’ve waited, been assessed, and finally received that long-anticipated letter: You’re approved for Support At Home funding. A mix of relief, excitement, and most likely, a little pressure.
Because here’s the thing: Now that you’ve (finally) been approved, you’re only allowed 56 days to choose a provider and commence your services. If you don’t, your funding offer might lapse, and the whole process could start again – absolutely no one would want that.
With over 900 providers across Australia, there are plenty of options, but that doesn’t mean finding a quality provider will be straightforward. With so much to choose from, that also means having to sort through a range in cost, care quality, and just how well a provider can suit your lifestyle.
To help you avoid the overwhelm (and ultimately, the wrong provider), here are seven important questions to ask under the new Support at Home system.
1. “How exactly do you structure your Care Management fees?”
Care Management helps keep your services running smoothly, this is your essential management team for your very own home care. But how it’s billed – well, that can make a big difference.
Ask this:
“Is your care management a flat monthly rate, or a percentage of my funding? Do I still pay the same if I don’t use any coordination this month?”
Why it matters:
Even under the new reforms, where transparency is improving (and services are capped), some providers still eat up a significant chunk of your budget with admin fees. You want more of your funding going toward actual care – not paperwork. You can learn more about how Support At Home contributions work here.
2. “Will I see the same support workers every time?”
It’s your home. Your personal space. So it’s only fair that you know who’s coming through the door.
Ask this:
“Do I get a consistent team? If someone new comes, will I be notified ahead of time?”
Why it matters:
Continuity builds trust. You shouldn’t have to re-explain your needs, routine, or even where the kettle is every visit. A stable roster also reduces errors and increases safety.
3. “Do you charge travel costs for support workers?”
This one often flies under the radar – and it can be costly with time.
Ask this:
“Is staff travel time included in the hourly rate, or do you bill separately for it?”
Why it matters:
Imagine paying for 15 minutes of driving before care even starts. Over weeks and months, that’s care hours gone. Under Support at Home, only the total service cost should be billed – but not all providers are transparent upfront.
4. “What are your minimum shift times?”
Need a quick visit to help with medication or prepare lunch? Some providers will still charge for a full two hours, even if they’re only there for 30 minutes.
Ask this:
“Can I book a short visit? Or is there a minimum length I’m charged for?”
Why it matters:
Support should fit your lifestyle, not force you to adapt to their scheduling rules. Look for providers with flexible, fair booking options, where transparency is one of their values (and should be expressed).
5. “What is your cancellation policy?”
Sometimes plans change. Maybe you’re not feeling well or heading out with family. But cancelling a support visit shouldn’t cost you a day’s worth of care.
Ask this:
“How much notice do I need to give to cancel without being charged?”
Why it matters:
A reasonable cancellation window (typically 24 hours) protects both sides. Anything longer could leave you paying for care you didn’t receive.
6. “How do you screen and train your staff?”
You’re letting someone into your home – it’s more than care, it’s security and peace of mind.
Ask this:
“Are all staff police-checked and qualified? Do you employ your own staff or outsource to agencies? How do you screen your employees?”
Why it matters:
Providers who hire directly tend to have tighter control over training, quality, and reliability. Subcontractors aren’t necessarily bad, but you want to know who’s accountable if something goes wrong. And you have every right to ask these questions – after all, it’s your choice whether or not to select a provider and inevitably, invite them into your home.
7. “Can I see a sample monthly statement?”
While clarity is key, some statements are so confusing that it feels almost impossible to tell where your money’s at – and that should never be the case.
Ask this:
“Do you offer a clear, easy-to-read breakdown of services and costs each month? How/where will I be able to track my funding?“
Why it matters:
You’re entitled to see how your funding is being used – simply put, because it’s your funding. And if a provider is unable to clearly show you this now, then it’s not likely this will change after you’ve signed. Better yet, calculate your contribution costs to Support At Home here.
And the even harder questions? We already have it taken care of.
Asking seven detailed questions to every provider can feel like a lot, especially when time is short and decisions need to be made quickly. With only 56 days to secure your care, it’s completely understandable to feel overwhelmed.
That’s exactly why CareAbout exists.
Rest assured, we’ve already asked every one of these questions (and more) to the providers we work with. We’ve done the comparisons, reviewed their fees, checked their qualifications, and sifted through the fine print – so you don’t have to (see how we vet providers here).
When you trust us to CareAbout you, we don’t just give you a list – after we get to hear you, we present you with the most fitting option based on your personal needs and preferences as a 1:1 expert-led recommendation; saving you immense time, stress, and effort.
Your Trusted Guide to Quality Aged Care
Since our foundation in 2014, we’ve helped over 135,000+ families throughout Australia to find just that – quality aged care.
We were established by two founders in the same boat as too many Australians: Looking for quality care for their loved ones – and no idea where to begin.
We built CareAbout as a free solution to help people navigate the system and find the right aged care support they deserve and need. .
