The federal government has quietly extended the claiming deadline for the first quarter of the Support at Home program, a move that highlights the ongoing challenges in rolling out this much-trumpeted reform.
Providers delivering services from 1 November to 31 December 2025 now have until 31 March 2026 to submit their claims, up from the original 60 days. From the second quarter onwards, the standard 60-day window will apply as planned. The Department of Health and Aged Care made the adjustment after feedback from the sector, including advocacy from groups such as Catholic Health Australia, pointing to the administrative strain during the early transition.
Support at Home replaced the old Home Care Packages and Short-Term Restorative Care programs on 1 November 2025 as part of broader aged care changes under the new Act. It introduced new funding categories, reporting obligations and system updates, all while providers juggle daily care delivery.
Many have described the shift as chaotic, with issues around system integration, unclear guidance and cash flow pressures on organisations already running on slim margins. The lack of proper testing between government systems and provider software before launch has only added to the headaches.
It is telling that even as the program stumbles, the extension offers relief mainly to providers waiting for payments rather than directly addressing the difficulties faced by older Australians. Seniors and their families have widely criticised the rollout, citing higher out-of-pocket costs for everyday services like personal care, domestic assistance and gardening, sometimes up to 40 per cent more than before the changes.
Reports of delays in accessing approved support, confusion over funding and a sense that the system prioritises bureaucracy over practical help have fuelled discontent.
The government frames the 90-day window for the opening quarter as a pragmatic, one-off transitional step to ease the load and let providers concentrate on care. Yet the need for such a concession so soon after launch suggests the reforms were perhaps rushed or insufficiently prepared, leaving both those receiving care and those providing it to navigate a bumpy implementation.
Whether this proves a minor hiccup or a sign of deeper problems will become clearer as subsequent quarters unfold without the extra breathing room.
For now, the extension buys time for providers to sort out their invoicing and reconciliations, but it does little to restore confidence among seniors who were promised a more seamless, person-centred system. The real test will be whether the program eventually delivers reliable, affordable support at home or continues to frustrate those it is meant to serve.
Many consumers have not received a statement from their providers since the SaH program began on 1st November, with no idea how their spend is going per service and per quarter, If they go over budget they have to find the excess out of their own pocket if they have it, and most don’t. So nearly 5 months in to the ‘Rights Based & Person centre new Act’ and so many are stressing about not receiving a statement. Where does the problem lie? Whatever the outcome the consumer is the one left dangling in the dark and ultimately liable, and its not acceptable. But not direct channel to the Department to resolve this. This is just one of the stressful out comes of the new system for those older Australians trying to navigate the system.
I have been receiving services since 16 November, now on to March, and no invoices for my out of pocket contributions.
Calvary my provider will not tell me how much funds are available for me!!