The truth about Support at Home prices and fees

The new Support at Home program gives a much-needed boost to the aged care system, increasing available places from 300,000 to 383,000 by June 2026. This means more older Australians can access care. But the system is still complex, and the pricing structure isn't always clear.

Government rules require providers to use detailed contracts and itemised pricing schedules, which can make it hard for clients to understand what they’re actually paying and how far their funding will go.

Here’s what you need to know to cut through the confusion and get better value from your Support at Home funding.

1. The amount of care you receive depends on your price per hour

Support at Home gives you a fixed quarterly budget. The number of hours you receive depends entirely on how much you pay per hour for each service.

For example, a Level 3 client with a standard provider may be charged $65 an hour for domestic assistance. That gives them around 20 to 25 hours of care each month. A Trilogy Care client, on the other hand, may pay $35 an hour by using trusted local workers. That means they receive closer to 40 to 45 hours from the same funding.

In short, the lower your rates, the more real support you receive.

2. Choice and control influence your hourly rate

The most important question to ask any provider is this: can I choose who delivers my care and what I pay them?

If the provider says no, or if they require you to use their in-house staff at fixed rates, you may end up paying significantly more than necessary.

Take physiotherapy as an example. Silvia, a Trilogy client, chooses the provider she connects with and pays $120 an hour. Mary, with a managed provider, has to use whoever is rostered that day and pays $320 an hour. Despite living in the same area, Mary is paying more than double the local market rate and will use up her funding far faster. Silvia can stretch her budget to access additional services without increasing her out-of-pocket costs.

3. When comparing providers, focus on the real cost per hour

Clients who self-manage their care tend to get the best value because they can compare local options and decide how their budget is used.

At Trilogy Care, we use a flat 10 per cent service fee. This covers provider payments, access to a Care Partner, and support to help you stay on top of your budget. There are no hidden fees or percentage markups on your funding.

Let’s return to Silvia. By choosing lower hourly rates through local providers, and only paying for services she actually receives, Silvia ends up with significantly more care each month than clients with fixed, higher costs. She can clearly see how much of her budget is left and plan ahead before the quarter ends.

The bottom line is simple. Your hourly rate matters.

The more control you have, the more care you receive. So if you’re choosing a Support at Home provider, don’t just ask about platform fees or sales packages. Ask how many care hours you’ll actually get from your budget.

Because more hours means more support - and that’s what really counts.