In recent weeks, an online forum dedicated to home care and aged care has become a focal point for frustration among support workers, who report significant delays in receiving payments for their services.
These claims highlight the challenges faced during the shift from the Home Care Packages (HCP) program to the new Support at Home (SaH) program, which came into effect at the beginning of this month. While the transition is intended to reshape in-home care, it has instead exposed administrative bottlenecks and left many workers in financial uncertainty.
At the heart of the problem is the government’s requirement for providers to submit a single, final claim for services delivered under the old HCP program up to 31 October 2025. Once this claim is lodged, no further additions or amendments are permitted, creating a strict cut-off that has put pressure on the sector.
Providers report receiving an influx of late invoices, many requiring additional verification due to incomplete service dates, client details, or descriptions. Some have extended internal submission deadlines to include as many invoices as possible in the final claim, increasing workloads for staff already stretched thin.
The backlog has now extended into the new SaH invoices for services provided from 1 November onwards. Workers report waiting periods far beyond the usual five to seven business days, with some receiving no payments for over a month.
Providers attribute delays to the compressed volume of submissions during the transition, and to the release of funds from Services Australia, which depends on government processing times. While providers assure that all valid invoices will eventually be paid, the disruption has already strained communication channels and eroded trust.
The financial impact on support workers is severe. Many operate as sole traders or contractors and rely on timely payments to cover essentials such as mortgages, utilities, fuel, and groceries. Forum participants voice deep frustration, questioning how they can sustain themselves without income while travelling long distances to care for clients.
One worker highlighted the irony: while they continue to provide care out of dedication to vulnerable clients, the system seems indifferent to their own financial vulnerability. Others consider whether to halt work, though many feel morally compelled to continue, despite the risk to themselves.
Providers have apologised for the delays and acknowledged the critical role workers play in supporting older Australians. They pledge to deploy resources to clear backlogs and restore standard payment timelines.
Recommendations include submitting complete invoices and contacting accounts teams for urgent issues. Some forum members suggest escalating concerns to the Aged Care Quality and Safety Commission or exploring alternative providers with more efficient processing. However, the broader issues with the SaH system remain unresolved, highlighting deep structural and administrative flaws.
The transition to Support at Home exposes weaknesses in the design and implementation of aged care reforms. While the program promises a streamlined approach to funding, the early experience shows that providers are unprepared and that the system can place workers under significant financial and operational stress.
The current situation reinforces that the reforms are highly contentious and far from a smooth or equitable solution for the sector.
Where am I able to access the Forum. Is it Facebook??
This post raises a number of issues for me, some of which are peripheral, but all of which are related to money. A. If there is a delay in paying carers for work done, then somebody may be sitting on some unspent government money and earning interest on it, or having it available for their own use. B. If some clients have to pay for their services up-front, then how are the carers paid? Is it the Provider who organises this? C. If the client has unspent allocated funds at the end of any period and can only carry over $1,000 into the next period, then who gets to keep the excess? Does it go into the pocket of the Provider, or is it returned to the government? D. If the Provider is to meet its requirements in providing care and paying carers, and they manage the package, then they will have to have been allocated a significant amount of funding at the beginning of the period. Do they still get this allocation if the client is arranging their own package? E. When I worked in care management, the Provider stated their planned expenditure, and was given the funds, but then had to report on the actual spending at the end of the set period. There was a level of manipulation there which was not always subjected to checks and balances, and was rarely completely open and honest, and so I am wondering about the specifics of the situation now.
I could not agree more. It is exactly the case with my provider. It has been a mess. Providers have underestimated the work needed. The government keeps shifting the goalposts. the whole thing is too rushed, it should have been delayed.
A bad joke.
My partner is dying. He has control over his package . He is intelligent and totally mentally healthy. He has had many issues with the quality of everything ti do with the Sale Hospital in East Gippsland Victoria. He has been making inquiries regarding changing. The person in charge of the Living at home Support phoned him last week . Her opening comment was… and l quote:
“Do you realise l , and l alone , have the authority to cancel your package at any given time. “
My partner is still shaken by this. This is outright despicable bullying behaviour. Where is her display of “care”
My partner is so scared she’s going to cancel his package , he won’t challenge her. He is frail and vulnerable . I’m sure this is not an isolated case. This person is pure evil. She’s just been promoted. I don’t believe bit. What can be done to stop this bullying. I believe the contractors have to wait months before they receive payment.