The Aged Care Quality and Safety Commission (Commission) is currently undertaking a prudential review of Support at Home providers. Providers subject to the review were selected based on their history of late financial reporting, or in instances where the Commission considered a review would benefit the provider. 

The reviews' focus is on financial and prudential management, financial reporting compliance, and pricing practices. In undertaking reviews, the Commission has power to request information relating to:

• service agreements, monthly statements, and client budgets;
• pricing schedules, pricing communications, and price-setting practices;
• aged care worker and associated provider records;
• invoices, payment records, and financial reporting processes;
• policies, procedures, and governance documents; and
• management reports and position descriptions.

Once the Commission has reviewed the relevant documents, the Commission may meet with the provider to understand their financial management processes. The Commission will then analyse the information gathered and determine whether the provider is compliant.  Generally, the Commission will provide recommendations for improvement. Where areas of non-compliance are identified, the Commission's focus is on education and risk management, with an agreed timeframe set for providers to return to compliance. However, regulatory action may be taken where a provider deliberately avoids its responsibilities or fails to return to compliance within the agreed timeframe.

As part of its review, the Commission has identified the following common compliance issues:

• Service Agreements: From 1 November 2025, providers must ensure they have entered into a compliant Support at Home Service Agreement with each individual receiving services – either as a new agreement or as a variation to an existing Home Care Agreement (HCA). Where a provider uses a variation of a HCA, it must comply with the requirements in the legislation, including setting out service prices that are reasonable and transparent, with providers able to demonstrate how prices were determined, and must be reviewed at least every 12 months or upon the participant's request. In accordance with section 155(1) of the Aged Care Act, providers must also provide participants the information set out in the Department's Checklist both before commencing services and while delivering services, covering matters such as the participant's rights, complaints processes, contributions framework, and monthly statements.
• Pricing Transparency: From 1 January 2026, providers must publish their most common service prices on both the My Aged Care website and their own website, using the correct billable units. These prices must be reviewed every two months, after which providers must provide written notice via the My Aged Care Service and Support Portal. If changes are being made, updated service information must be submitted within 30 days; if no changes are being made, providers must still confirm that they have reviewed the information.
• Financial and Prudential Management: Providers in registration categories 4 and 5 must operate a compliant Financial and Prudential Management System. This includes having a written system describing governance roles and responsibilities, processes for managing any refundable deposits, and a schedule for regular review and improvement – supported by evidence of compliance such as written policies, governance documentation, and regular management reports.

Should you have any queries or require updated service agreements (including for transitional care recipients), please do not hesitate to contact us.