The 10 questions we get asked most often about aged care

Australia’s aged care system has changed significantly since the introduction of the new Aged Care Act and Support at Home program on 1 November 2025. The right answer can depend on when you were approved, the services you need and your individual circumstances. Here are clear answers to the questions people ask most when they call us.

1. Will I need another assessment before Commonwealth Home Support Program transitions to Support at Home?

The short answer is - not simply because the system is changing.

The Commonwealth Home Support Program, (or CHSP), is continuing as a separate program and will not transition to Support at Home before 1 July 2027. Most existing CHSP clients who are registered with My Aged Care and have already been assessed can continue receiving their approved services.

You may need an assessment if you were previously “grandfathered” into CHSP from an earlier program and do not have an aged care assessment recorded. A re-assessment may also be appropriate if your health, mobility, living arrangements or carer support have changed.

If your current services are no longer enough, contact My Aged Care rather than waiting for the future CHSP transition.

2. Why can there be a wait after I’ve been approved for Support at Home?

Being approved for Support at Home and being allocated funding are two different stages.

Funding for ongoing services is released through the Support at Home Priority System. Your place is determined by your priority category – urgent, high, medium or standard – and the date you were approved.

According to My Aged Care, recent estimated waits were:

Urgent: within one month
High: one to two months
Medium: six to seven months
Standard: seven to eight months.

These are estimates rather than guarantees as demand and funding availability can change. Some supports operate differently: Approved Restorative Care and End-of-Life pathways receive immediate funding, while assistive technology and home modifications have separate priority systems. Funding can also become available for one approved service before another, allowing you to begin part of your care sooner. But it can get complicated, so talk to us about our current service availability.

3. Can I speed up the Support at Home funding process?

A provider cannot move you up the Government's funding queue, but there are practical steps you can take.

Keep My Aged Care informed about significant changes such as a fall, hospital admission, worsening mobility or cognition, the loss of a carer or concerns about safety at home. These changes may indicate that a reassessment or different priority category is appropriate.

If waits are longer than expected, some people may be offered interim funding equal to 60 per cent of their approved ongoing budget, allowing the most important services to begin first. If you have been approved for several types of support, you may also be able to start each service as its funding becomes available, rather than waiting for everything at once.

It is also worth comparing providers and their published prices while you wait. Where appropriate and affordable, you can ask about privately funded services or other temporary supports to bridge an urgent gap.

4. What will I have to pay out of pocket under Support at Home?

Your contribution depends on three things: the type of service you receive, your income and assets and the price charged by your provider.

Support at Home services fall into three broad contribution categories:

Clinical supports - including nursing and physiotherapy, have no participant contribution.
Independence supports - generally attract a lower contribution.
Everyday living supports - such as cleaning, gardening and meal preparation, generally attract the highest contribution.

An important upcoming change is that, from 1 October 2026, approved personal care – including help with showering, dressing, hygiene and continence will be fully government funded, provided you have personal care in your support plan and sufficient Support at Home funds available. Until then, personal care contributions continue to apply. Some people who transitioned from the former Home Care Packages program are also protected by “no worse off” arrangements.

Your actual dollar contribution also depends on the provider’s service price. Providers set their own prices and must publish them, so it is worth comparing the full hourly or unit price – not just your contribution percentage. Administration and travel costs must now be included in the quoted service price, rather than added as separate fees.

To find out exactly what you'll pay, contact Services Australia on 1300 227 475 to complete an income assessment. If you’ve done that already and you know your co-contribution percentage, use our Support at Home Budget Estimator to get an idea of your home care costs and out of pocket expenses.

5. Why choose Benetas?

Choosing an aged care provider is about more than who can start first. It is also about trust, transparency, personal fit and having support as your circumstances change. 

Benetas is a Victorian not-for-profit organisation that has supported older people since 1948. We provide home care, in-home nursing, respite, residential aged care and retirement living across Melbourne and regional Victoria. This breadth of experience means our team can help you understand the different options available as your needs evolve.

As a not-for-profit, Benetas reinvests its surplus into services, research, advocacy and initiatives that benefit older people and their communities. Most importantly, we take the time to understand your individual needs, preferences, culture and goals, rather than offering a one-size-fits-all solution.

We also encourage families to ask detailed questions before choosing any provider: Who will deliver the care? How consistent will the team be? What will each service cost? How will changes or concerns be handled? For residential care, published Star Ratings, compliance information, lifestyle, food, location and cultural fit are all worth considering alongside availability.

6. Do Benetas residential aged care homes have availability?

Availability varies across our 13 residential aged care homes and can change daily. It depends on several factors, including the type of care you need, your preferred location, room availability, and the timing of your admission.

Our Customer Centre can:

• Check current availability across our 13 residential aged care homes in Victoria.
• Explain the admission process.
• Arrange a tour where available.
• Discuss alternative Benetas homes if your preferred location isn't available.
• Add you to a waitlist if appropriate.

When you contact us, it's helpful to have your Services Australia Estimated Fees Assessment Letter and your My Aged Care referral code available. This allows us to provide more personalised guidance about your aged care costs, eligibility and next steps.

If you haven't completed your assessment yet, or you're unsure of your referral code, don't worry—our friendly team is here to help and can guide you through the process.

If you need care urgently, such as after a hospital stay, please let us know when you contact us. We'll discuss the most suitable options available and may recommend considering more than one Benetas home to help you access care sooner.

Call the Customer Centre on 1300 23 63 82.

7. How much will residential aged care cost – and can I afford it?

Many people are surprised to learn they don't need to pay the full cost of residential aged care themselves. Depending on your financial circumstances, the Australian Government may contribute towards the cost of your care and accommodation.

The amount you pay is different for everyone and depends on factors such as:

• your income and assets
• when you enter residential aged care
• the home and room you choose
• any additional lifestyle or hotel-style services you select.

For most people entering residential aged care under the arrangements introduced on 1 November 2025, fees may include:

• Basic Daily Fee – a standard contribution towards everyday living costs such as meals, cleaning and laundry.
• Means-Tested Hotelling Contribution – based on your financial circumstances.
• Means-Tested Non-Clinical Care Contribution – if applicable.
• Accommodation Payment or Contribution – determined by your financial assessment.
• Higher Everyday Living Fee – only if you choose additional lifestyle or hotel-style services.

How will I know what I'll need to pay?

Services Australia will complete a means assessment and provide you with a fee advice letter outlining:

• the fees that apply to you
• whether you're eligible for government assistance with your accommodation costs
• any accommodation contribution you may need to pay.

Some people will continue under previous aged care fee arrangements through the Australian Government's 'no worse off' provisions.

Do I have to pay my accommodation costs as a lump sum?

No. Depending on your circumstances, you can usually choose to pay your accommodation costs in the way that best suits your financial situation:

• a refundable lump sum (Refundable Accommodation Deposit)
• a daily accommodation payment
• a combination of both.

For people entering care under the post-1 November 2025 accommodation arrangements, a retention amount may be deducted from a refundable accommodation deposit or contribution at a rate of 2% per year for up to five years.

Can Benetas help me understand the costs?

Yes. We know aged care fees can seem complex, and we're here to help.

Our Customer Centre or a member of our Sales team can explain the fees that may apply to your situation, provide an itemised estimate of costs, and answer your questions so you can make an informed decision.

Because decisions about accommodation payments can affect your home, pension, savings and overall financial position, we also recommend seeking advice from an independent financial adviser before making your final decision.

Call the Customer Centre: 1300 23 63 82.

8. Can I use all 63 days of residential respite in one stay?

While you're entitled to up to 63 subsidised residential respite days each financial year, Benetas generally approves shorter respite stays rather than one continuous 63-day booking. This helps ensure respite places remain available for everyone who needs them.

The Australian Government subsidises up to 63 days of residential respite care each financial year for eligible people. While these days can be used throughout the year, Benetas does not generally approve the full 63 days in a single booking.

Respite care is designed to provide short-term support for older people while giving carers a temporary break. To ensure respite places remain available for everyone who needs them, stays are typically approved for shorter periods, with the length of stay depending on individual circumstances and room availability.

If additional respite is required, we encourage you to contact us as early as possible to discuss your needs. Subject to availability and your circumstances, further respite stays may be arranged throughout the financial year.

Being flexible with your preferred dates or location can improve your chances of securing a place.

9. Can I bring my own furnishings and belongings when moving into aged care?

Yes. We encourage residents to make their room feel as comfortable and familiar as possible by bringing personal belongings from home.

Photographs, artwork, favourite bed linen, treasured keepsakes and selected small pieces of furniture can all help create a welcoming space and make the transition into residential aged care feel more like home.

Before moving in, it's a good idea to speak with the home about:

• room dimensions and available storage
• which furniture is suitable and allows staff and mobility equipment to move safely
• electrical testing requirements for appliances
• fire safety and infection prevention requirements
• labelling clothing and frequently used personal items
• the best way to protect valuable or irreplaceable belongings.

Our team will be happy to discuss what items are suitable for your room and answer any questions before you move in.

What happens if belongings need to be removed?

If a room is vacated, personal belongings will need to be collected by the resident or their nominated representative within an agreed timeframe. Our team will discuss these arrangements with you and your family sensitively and respectfully, so you know what to expect.

10. How do I talk to my parent about accepting aged care support?

Start the conversation early when there is time to consider choices – not during a hospital discharge or family crisis.

Ask permission to raise the subject and begin with something that matters to your parent. For example:

“Would it be okay if we looked at getting someone to help with the heavier cleaning, so you have more energy for the things you enjoy?”

Focus on preserving independence rather than listing everything they can no longer do. It can help to:

• discuss one practical concern at a time
• listen to worries about privacy, cost, unfamiliar carers or loss of control
• offer choices rather than presenting a decision that has already been made
• suggest trying a small amount of help first
• involve a GP or another trusted person, with your parent’s agreement.

A My Aged Care assessment is an opportunity to understand available options; it does not commit someone to accepting a particular service or moving into residential care.

Under the new Aged Care Act, older people are presumed able to make their own decisions and must remain at the centre of decisions about their care. If your parent would like help communicating with My Aged Care or providers, they can nominate a trusted family member or friend as a registered supporter while retaining their own choice and control.

Need help navigating your options?

Benetas Customer Centre: 1300 23 63 82
My Aged Care: 1800 200 422
Services Australia Aged Care line: 1800 227 475
Older Persons Advocacy Network: 1800 700 600

Information current, as at 1 July 2026. Aged care rules, contribution rates, waiting times and service availability can change. This article provides general information and is not personal financial advice.