New Service Agreements in Aged Care: What You Need to Know

Introduction

From 1 November 2025, the Australian Government will introduce the new Support at Home program, replacing the current Home Care Packages and Short-Term Restorative Care programs.

As part of this change, all clients — both existing and new — will be asked to review and sign a new Service Agreement.

This might sound like a big step, but it’s really about making things clearer, fairer and more consistent for you and your family.

In this article we’ll explain:

• Why new Service Agreements are needed

• What the changes mean for you

• Your rights when reviewing and signing

• How Omnicare will support you through the process

  
  

Why Do I Need a New Service Agreement?

When the Support at Home program starts, some of the rules for in-home aged care will change. A new Service Agreement is the government’s way of making sure that:

• Your services are clearly explained, including what’s included and how often you’ll receive them

• The costs and any contributions are transparent and easy to understand

• Your rights and responsibilities are set out in writing, so you always know where you stand

  
  

Think of the new agreement as a fresh start — it’s about clarity and peace of mind, not about changing the care you already rely on.

What the Changes Mean for You

Here are the key things to know about your new Service Agreement:

• Your services will continue — You won’t lose care just because you haven’t signed straight away.

• You can take your time — You don’t need to sign on the spot. Take the agreement home, talk it over with family, or seek advice.

• You stay in control — Nothing changes unless you agree. Prices or services can’t change without your approval.

• You have the right to support — You can have a family member, friend, or advocate (like the Older Persons Advocacy Network) help you review the agreement.

• You can ask questions — If something isn’t clear, we’ll explain it in plain language until you’re comfortable.

  
  

Your Rights and Protections

The government has made it clear that your rights must be protected during this process. Here’s what that means for you:

• You can’t be forced to sign an agreement before you’re ready

• Services will only end in very limited situations (and you’ll always be told why)

• You must be given clear information about how your fees are calculated

• You have the right to make a complaint at any time, without it affecting your care

For more details, you can read the government’s Support at Home key messaging on Service Agreements.

How Omnicare Will Support You

At Omnicare, we know that change can sometimes feel overwhelming. That’s why we’re making the process as simple and supportive as possible.

Here’s how we’ll help:

• Clear communication — we’ll explain the changes in plain English, without the jargon

• Time to decide — we’ll give you the space you need to review and ask questions

• Support every step — your Care Coordinator is just a phone call away to guide you through the process

• Respect and reassurance — we’ll always respect your choices and ensure your care continues smoothly

  
  

Conclusion

From 1 November 2025, all clients will be asked to sign a new Service Agreement as part of the government’s Support at Home program.

This agreement is designed to:

• Make your care plan clearer and easier to understand

• Give you confidence in the services and costs

• Protect your rights and ensure you stay in control

  
  

At Omnicare, we’ll be here to guide you through every step. If you have questions or would like to talk through your new Service Agreement, please contact your Care Coordinator or call us on 1300 336 488.

Because at Omnicare, aged care is made simple.