At a Glance
This policy outlines how Member contributions (participant contributions) will be managed under the Support at Home and Commonwealth Home Support Programs. It ensures fairness, transparency, and compliance with government requirements while protecting Members through financial hardship arrangements and the 'no worse off' principle for grandfathered Support at Home Members.
Scope
This policy applies to:
- All Members receiving services under the Support at Home and Commonwealth Home Support Programs.
- All employees involved in administering contributions, invoicing, or Member communication.
Objective
The objective of this policy is to:
- Ensure contributions are collected in line with government rules and income assessments.
- Provide clear and consistent guidance to Members about their financial obligations.
- Apply interim contributions fairly while income assessments are pending for Support at Home Members.
- Protect Members through hardship provisions and the 'no worse off' principle for grandfathered Support at Home Members.
Definitions
- CHSP - The Commonwealth Home Support Program, an initiative of the Department of Health to develop and maintain a cohesive Australian community and improved independence and self-sufficiency.
- Contribution – The amount a Support at Home Member pays towards the cost of their care, based on their Services Australia income assessment or the amount a CHSP Member pays for the provision of their services.
- Fee Reduction Supplement – A supplement available under the Support at Home Program offering Members financial assistance who are experiencing financial hardship and cannot pay their contributions.
- Interim Contribution – A temporary contribution applied to Support at Home Members until an official income assessment outcome from Services Australia is received.
- No Worse Off Principle – A guarantee that Members transitioning into Support at Home from existing programs will not be financially disadvantaged compared to their previous contribution levels under the Home Care Packages (HCP) Program. This applies to grandfathered HCP care recipients who, on 12 September 2024, were receiving a Home Care Package, on the National Priority System (NPS) or assessed as eligible to receive a Home Care Package. Grandfathering arrangements only apply to member contributions and primary supplements. Services Australia is responsible for determining each Member's ‘No Worse Off guarantee’ amount. Five Good Friends will rely on notification from Services Australia to confirm when this limit has been reached, in order to stop further contributions.
- Support at Home Program – The government’s new aged care program commencing 1 November 2025, replacing Home Care Packages and other in-home supports.
Policy Statement
Support at Home Program
- All Members may be required to contribute towards their care in line with Support at Home Program rules and as assessed by Services Australia. Refer to the table Indicative participant contribution rates under References and Related Documents
- Contributions are based on a Services Australia income assessment.
- Five Good Friends will collect contributions where a Member is assessed by Services Australia to make them. Interim contribution rates will be applied where an income assessment outcome has not yet been received. Refer to the Member Contribution Workflow for further details about how this is administered.
- Members who are experiencing financial hardship may apply to Services Australia for a fee reduction supplement.
- Members must let us know if they have applied for the fee reduction supplement. If a Member applies and can provide evidence of the application:
- We will not charge any contributions while the application is processing.
- If the application is approved, we will not charge any contributions covered by the fee reduction supplement.
- if the application is not approved, we will collect the unpaid contributions for the period beginning on the day the application was made.
- Contributions will be adjusted when the official assessment outcome is received.
- Underpayments will be invoiced and collected and overpayments will be credited or refunded.
- Five Good Friends will ensure transparency by communicating contribution obligations clearly and providing Members with accessible information on fees, hardship options, and review processes.
- Where a Member refuses to pay their contributions and does not have fee reduction supplement in place, Five Good Friends will make every effort to resolve the payment issues with the Member and/or their Legal Authorised Representative.
- If Five Good Friends and the Member cannot resolve the payment issues, the Five Good Friends will follow the Debt Recovery Policy and Workflow.
- Five Good Friends will charge the Member contribution in respect of a cancelled service, in accordance with the Member Cancellation Policy.
Commonwealth Home Support Program
- Members who can afford to contribute to the cost of their care should do so. However, there is no formal means testing for CHSP contributions.
- In setting Member contributions, we take into account factors such as:
- The capacity of the Member to pay
- The nature of Services
- The cost to deliver the Services, including whether Services are delivered directly by us or through a third party.
- During the sign-up process, we will request information from Members to determine the contributions they must pay (if any), including information regarding their socio-economic circumstances (for example, income and assets).
- An appropriate contribution will then be determined and agreed upon. Each Member’s contribution will be considered on an individual basis.
- The agreed contribution amounts and the timing of payments will be documented in the CHSP Agreement. The contribution will vary according to the type and frequency of the service being provided. The maximum contribution for the services Five Good Friends delivers under the CHSP is set out in the CHSP Agreement.
- If a CHSP Member lives with a person (e.g. partner or spouse) who is also receiving CHSP services from Five Good Friends will generally not be asked to contribute separately. For example, if a one hour cleaning service is provided to a couple in their home, the contribution amount will reflect only one hour of cleaning services, not one hour per Member.
- Where multiple services are being provided to a CHSP Member at the same time, it may be appropriate to bundle the services together. This will be taken into consideration when developing the CHSP Agreement.
- Five Good Friends have implemented mechanisms to collect, record and report Member contributions.
- By signing the Five Good Friends’ CHSP Agreement, Members agree to pay the contribution applicable to the services they receive.
- Contributions may change from time to time to ensure consistency and cost alignment. If this occurs, Five Good Friends will provide Members with written notice, with the change to take effect 28 days’ after written notice is given and accepted by the Member.
- Five Good Friends will charge the Member contribution in respect of a cancelled service, in accordance with the Member Cancellation Policy.
- If Members are suffering financial hardship, they are encouraged to contact Five Good Friends to discuss alternative arrangements, such as a waiver or reduction of the contribution. In those instances:
- We will request information from Members, including information regarding their socio-economic circumstances (for example, income and expenses), to determine if the contribution waiver or reduction will be approved.
- Consideration will be given regarding the yearly income level (before tax), other expenses and the person's capacity to pay. Allowances (i.e. Carer Allowance) are not treated as income for tax purposes and are not to be taken into consideration as income when determining the contribution waiver or reduction.
- All information obtained about a Member’s income and expenses when determining the contribution waiver or reduction will be treated as private and confidential.
References and Related Documents
Five Good Friends
- Commonwealth Home Support Program Service Agreement
- Support at Home Service Agreement
- Member Contribution Workflow
- Debt Recovery Policy
- Debt Recovery Workflow
External
- Aged Care Act 2024
- Aged Care (Consequential and Transitional Provisions) Act 2024
- Support at Home Program Manual - a Guide for Registered Providers
- Support at Home - Participant Contributions (Department of Health, Disability and Ageing)
- Support at Home - Claims & Payments Business Guidance
- Support at Home Program Handbook (Aged Care Quality & Safety Commission)
- Guidance for Support at Home Care Partners
- CHSP National Unit Price Ranges and Guide to the National CHSP Client Contribution Framework
- CHSP Program Manual 2025-2027