New consumer protections for Support at Home services

The Australian Government has announced it is introducing new consumer protections for Support at Home participants. These are in addition to protections already in place to ensure reasonable prices and service quality for participants.

The government has also announced it will pause the implementation of price caps for Support at Home services.

This pause allows providers more time to adjust to the new funding and pricing models, while the protections available now ensure reasonable prices and service quality for participants.

Under the Aged Care Act 2024, you have the right to know how your Support at Home budget is being spent.

The additional protections mean the government will:

• empower the Aged Care Quality and Safety Commission to:
  • order refunds for services where providers are found to be overcharging
  • take regulatory action against providers who are choosing not to meet their clear requirement to issue monthly statements
  • provide regular public reporting on investigations and enforcement action
• publish a new National Summary of Support at Home Prices each quarter, showing the median and the range of prices charged by providers so you can see how your provider compares
• building on the removal of out-of-pocket costs for showering, dressing and continence services under Support at Home, the Department of Health, Disability and Ageing and the Aged Care Quality and Safety Commission will specifically monitor the prices of personal care as they transition into the clinical supports contributions category
• encourage providers to limit the frequency of price increases to no more than 2 per year, giving you more certainty to budget your package
• convene a working group with the Older Persons Advocacy Network (OPAN), Council on the Ageing (COTA) Australia, Ageing Australia and the Commission to focus on 3 key priorities:
  • establishing a more robust definition of ‘reasonable’ pricing, giving both you and providers clearer guidance on their responsibilities and rights
  • undertaking further consultation on the multi-provider model
  • developing further guidance and supports for you who self-manage your package.

The government will also provide extra funding to support OPAN to expand financial advocacy, and COTA to provide education and information on consumer protections, including service agreements, aged care rights, and information on how to compare prices. This funding will support you to understand your prices and get assistance to challenge them when needed.

Providers must continue to:

• set reasonable prices, meaning they are based on the costs they incur to deliver a particular service to a participant
• be transparent and publish the prices they typically charge for each service on the My Aged Care website
• keep records that show what their prices include.

Your provider should always be willing to explain their fees and services in a way you can understand. If this does not happen, or if you feel unhappy with their explanation, you have the right to seek advocacy support or make a complaint.
Providers must have processes in place to manage and respond to complaints, including complaints regarding the prices for your services. You can also request to have your service agreement reviewed at any time. Your provider must comply with your request.

If you are still concerned you can also:

• speak to an advocate from OPAN or COTA
• make a complaint to the Aged Care Quality and Safety Commission (the Commission).

If you have any questions regarding aged care, feel free to contact us.

Source: This article was originally published on https://www.myagedcare.gov.au/news-and-updates/new-consumer-protections-support-home-services

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