To deliver Support at Home services, an organisation must be a registered aged care provider regulated by the Aged Care Quality and Safety Commission (ACQSC) under the Aged Care Act 2024.
1.1 Apply for provider registration
You must apply to the Aged Care Quality and Safety Commission and be approved in one or more registration categories that match the services you intend to deliver (e.g. care management, personal care, nursing, allied health, assistive technology, home modifications).
Your application must demonstrate that you:
- Can meet the Aged Care Quality Standards (strengthened standards introduced from 1 November 2025)
- Have appropriate governance and accountability systems
- Can manage risks, incidents, and complaints
- Are financially viable and able to meet reporting obligations
1.2 Registration categories and Quality Standards
- All Support at Home providers must comply with:
- The Statement of Rights
- The Aged Care Code of Conduct
- Mandatory incident and complaint reporting
- Providers registered in:
- Category 4 must meet strengthened Quality Standards 1–4 (and parts of Standard 5 where care management applies)
- Category 5 must meet strengthened Quality Standards 1–5
1.3 Service delivery branches
You must notify the Department of Health, Disability and Ageing of each service delivery branch where services are delivered, including:
- Physical address and contact details
- Proposed service commencement date
1.4 Systems access and claiming
Before providing services, you must:
- Register with My Aged Care Service and Support Portal
- Register for the Aged Care Provider Portal (ACPP) with Services Australia
- Set up online claiming and budget management systems
2. Policies and procedures required for Support at Home providers
There is no single mandated template, but providers must maintain documented policies and procedures that demonstrate compliance with the Aged Care Act 2024, Quality Standards, and Support at Home program rules. These are assessed during audits and monitoring by the ACQSC.
2.1 Governance and organisational policies
You must have policies covering:
- Clinical and operational governance
- Roles, responsibilities, and delegations
- Risk management and continuous quality improvement
- Record keeping and document control
2.2 Consumer rights and person‑centred care
Required policies include:
- Statement of Rights implementation
- Informed choice, dignity of risk, and consent
- Privacy and confidentiality
- Culturally safe and inclusive care (including First Nations considerations)
- Wellness and reablement approach
2.3 Care management and service delivery
Providers must document:
- Assessment, care planning, and review
- Care management and budget transparency
- Service agreements and pricing
- Continuity of care and exit management
2.4 Workforce policies
Mandatory workforce-related policies include:
- Worker screening and suitability
- Training and competency management
- Code of Conduct compliance
- Supervision and performance management
- Use of contractors and associated providers
2.5 Safety, incidents, and complaints
You must have procedures for:
- Serious Incident Response Scheme (SIRS)
- Incident identification, escalation, and reporting
- Feedback and complaints management
- Whistleblower protections
- Restrictive practices (if applicable)
2.6 Financial and administrative controls
Required policy areas include:
- Financial governance and viability
- Care recipient budgets and charging
- Fraud prevention
- Subsidy claiming and acquittals
3. Key guidance documents to use
Providers are expected to align their policies with:
- Support at Home Program Manual (current operational rules)
- Support at Home Program Handbook (transition and design guidance)
- Strengthened Aged Care Quality Standards guidance tools
4. Practical takeaway
If you are preparing for registration or audit:
- Your policies must be current, implemented, and understood by staff
- You must show evidence in practice, not just documents
- Policies should clearly map to Quality Standards outcomes
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