Support at Home FAQs

If you’re aged 65 or over (or 50+ for Aboriginal and Torres Strait Islander peoples) and need help to stay independent at home, you may qualify for government-funded support through My Aged Care. Your eligibility is determined through an assessment, which looks at your health, mobility, and daily living needs. Our Care Managers can guide you through registration and assessment, step-by-step.

The Support at Home program is the Australian Government’s new model for in-home aged care. It will replace Home Care Packages (HCP) and Short-Term Restorative Care (STRC). This reform aims to make it simpler for older Australians to access coordinated, flexible, and high-quality care at home.

You can apply by contacting My Aged Care on 1800 200 422 or visiting their website. They’ll organise an ACAT/ACAS assessment to understand your needs and determine what level of support you qualify for. If you’d like help, Nexia Aged Care can walk you through the process and liaise with My Aged Care on your behalf.

Your care plan is completely tailored to your needs and may include:

• Personal Care (e.g., showering, grooming, dressing)
• Domestic Assistance (e.g., cleaning, laundry, meal prep)
• Nursing and Allied Health (e.g., wound care, physio, OT, podiatry)
• Social and Transport Support (e.g., appointments, community activities)
• Home and Garden Maintenance (e.g., minor repairs, lawn care)
• Mobility aids or home modifications (e.g., ramps, rails, bathroom safety)

Your Care Manager will work closely with you to identify what best supports your health, safety, and lifestyle.

Care Management means having a dedicated professional who oversees and coordinates your care. They make sure your services are aligned with your goals, regularly reviewed, and updated when your circumstances change. This approach ensures: consistent, high-quality care, no gaps or duplication in services, confidence that your wellbeing is being monitored For families, it also means peace of mind, knowing someone is always keeping an eye on the big picture.

Yes — your comfort and connection matter most. We’ll match you with carers based on your language, culture, personality, and preferences, and keep your team consistent, so you get to know and trust the same familiar faces.

Your care plan evolves with you. If your health or situation changes, your Care Manager will review and adjust your supports to keep them aligned with your goals and wellbeing. We’ll check in regularly to make sure everything still feels right for you.

No — we’re fully transparent. Before you begin, we’ll clearly explain:

• What’s covered by your government funding
• Any personal contributions (if applicable)
• A breakdown of service costs in your monthly statements

You’ll always know where your funds are going, with no surprises or hidden fees.

That depends on your assessment, funding approval, and care plan. Once your package is in place, we strive to begin services as quickly as possible. If you’d like to start receiving support while waiting for your package, we also offer self-funded (private) services, which can start almost immediately.

You can still access our care privately. Many clients choose to begin with self-funded services, this gives you immediate access to the same quality care, with flexibility to transition to government-funded support later once approved.

Switching is simple and supported. We’ll guide you through three easy steps:

• Contact us – we review your care needs and explain the process.
• Coordinate transfer – we liaise with your current provider to ensure no disruption.
• Start with Nexia – your care continues seamlessly.

If you need help, our Care Manager can handle the process with you for a smooth transition.

You don’t have to wait to receive care. Nexia offers private (self-funded) services that can start immediately, while you’re waiting for your funding to be approved.

If you’re not a full pensioner, you may be asked to contribute an Income Tested Care Fee. This amount is determined by Centrelink, based on your income, and reviewed quarterly. To estimate your contribution, visit the My Aged Care fee estimator

Yes — there are government-set caps that limit how much you’ll pay in ITCF fees over your lifetime. These caps stay with you, even if you move to another care provider or change package levels. Centrelink will notify you when you reach your cap.

Your Referral Code is a unique number from My Aged Care that activates your funding. It lets your chosen provider (like Nexia Aged Care) access your assessment and begin services. If you’ve misplaced it or are switching providers:

• New clients: Find it on your My Aged Care letter.
• Existing clients: Call 1800 200 422 to reactivate your code.

Once your code is active, we can start your care straight away.