FAQs
General FAQs
How can I provide my feedback?
We encourage feedback and see it as an important part of improving our services. Your views help us learn, improve, and better support the people and communities we work with.
You can share your feedback in the way that suits you best:
- Complete our online feedback form at any time
- Read our Feedback Policy, which explains how feedback and concerns are handled
- Call our reception team, who can assist you or direct your feedback appropriately
- Speak with your AMCS representative, who can support you to share your feedback or pass it on for you
All feedback is welcomed, taken seriously, and used as part of our ongoing commitment to continuous improvement.
Where do I start with Aged Care support in Australia?
In some countries children are often the primary caregivers. In Australia, Government funding is available to those who are eligible to receive support. Starting this process can seem daunting but we are here to help. Whether you have low or higher needs you will need to start with My Aged Care. See the link below to see what services are available to help you (or your loved one) live independently and stay in your own home. Click Here.
Do you have someone who speaks my language?
As a multicultural organisation we have staff who speak upwards of 45 languages. We do our very best to pair people who speak the same language as we understand the importance of culture, communication, diversity and respect.
How do I choose AMCS as my service provider?
If you already have a referral code from My Aged Care for either the Commonwealth Home Support Programme (CHSP) or the Support at Home Program, simply contact our reception on (03) 9689 9170 and speak to one of our friendly team members who will guide you.
Alternatively, if you do not have a referral code and are just getting started, please visit My Aged Care at https://www.myagedcare.gov.au/where-start.
What is My Aged Care?
My Aged Care is part of the Australian Government. It was established to help you find and access the right government-funded aged care services. Think of My Aged Care as the top of the umbrella, with all available services sitting underneath. You will start with calling My Aged Care at 1800 200 422, ask for an interpreting service if you need one and explain to the agent what your needs are. After an easy registration of your personal details, contact details and needs, My Aged Care will organise an assessment appointment of your needs, at your home. An Assessor will decide if you can access the first level support (CHSP) or the Support at Home Program and once you’re assigned a referral code for services, you are able to choose a preferred provider to provide you with those services and that’s where we come in!
Support at Home FAQs
What is the Support at Home Program?
Previously named the Home Care Package program, the Support at Home program is an allocation of funds from the government to help you or your loved one access affordable services to get some help at home. It can include: Bathing, hygiene and grooming, Nursing, Podiatry, physiotherapy and other therapies (also known as Allied Health), Meals and food preparation, help with impairments or continence, cleaning, laundry, and other chores, home or garden maintenance, transport, aids to stay independent, social outings, groups and visitors.
Am I eligible to receive government funded support?
There is a simple online form to assess your eligibility through the My Aged Care website. It will take you through each step to see if you qualify for a first assessment. Click Here.
What is a “Provider” of aged care?
An approved provider is an organisation that has been approved to deliver Australian Government subsidised (funded) home or residential care services to eligible Australians. We are the company that you choose to deliver and manage the services you need.
Do I have to leave my home?
No. Home Care means care and services are delivered directly to you in your home. We help seniors to live independently in their homes for as long as possible. We provide help from low level needs to high level needs. Our goal is to care for, support and empower you to continue living your life to the full.
Can I spend my funding on anything I want?
No. Government guidelines restrict the use of funds, and every provider is bound by these restrictions. If you have questions about what the funding can be used for, your Care Partner is happy to help to talk you through it.
The New Aged Care Act 2024 FAQs
What is the Aged Care Act 2024?
It is a new law that improves aged care by focusing on older people’s rights, safety, and quality of care.
When did the new law start?
1 November 2025 and replaced the old Aged Care Act 1997.
What are 4 of the most important aspects of the new Aged Care Act 2024?
1. Your Rights Are Protected
- The new law gives stronger rights to older people in aged care.
- You have the right to be respected, make choices, and receive safe, good-quality care.
2. Better Quality and Safety in Aged Care
- Aged care providers must follow stricter rules to give better care.
- The government will check providers more often to make sure they meet high-quality standards.
3. Easier Access to Aged Care Services
- One simple system to apply for aged care.
- Clear rules to decide who can get help
4. Stronger Complaints System
- If you have a problem with your care, you can complain easily and safely.
- A new Complaints Commissioner makes sure problems are fixed fairly and quickly
Where can I get more information on the act?
To contact the Department of Health and Aged Care Visit www.health.gov.au or call 1800 020 103
What is the Code of Conduct?
The Code of Conduct explains how aged care workers, providers, and volunteers must treat older people in aged care.
The goal is to make sure aged care is safe and good quality, so people can trust the system.
The Code of Conduct helps by making sure:
- Older people have the right to make choices and be treated with respect.
- Workers must be kind, honest, and respectful.
- Older people stay safe from harm
What are the Aged Care Quality Standards?
The Aged Care Quality Standards set the standard for the safety and quality of aged care accessed by older people in Australia.
Standard 1: The person
Standard 2: The organisation
Standard 3: Care and services
Standard 4: The environment
Standard 5: Clinical Care
Standard 6: Food and Nutrition
Standard 7: The residential community
What is the statement of rights?
A list of rights that older people have when accessing aged care services. The Statement of Rights helps make sure you are at the centre of your aged care.
It gives you the right to:
- make your own decisions about your own life
- have your decisions not just accepted, but respected
- get information and support to help you make decisions
- communicate your wishes, needs and preferences
- feel safe and respected
- have your culture and identity respected
- stay connected with your community.
What protections are there for whistleblowers?
Anyone can make a complaint if you have a concern that someone has not followed the aged care law. It is against the law to harm or threaten someone because they reported a problem or shared information about someone else. Click here for the AMCS Whistleblower Policy
Community Support
What is the Support at Home program?
The Australian Government has improved in-home aged care to help older people live independently at home for longer. A new program has been developed called Support at Home, it was previously called the Home Care Package program, which has brought together existing in-home aged care programs from 1 November 2025.
How is the Support at Home program different to the previous Home Care Package program?
Under the Support at Home program which came into effect on 1 November 2025, there are improved access to services, products, equipment and home modifications to help older people to remain healthy, active and socially connected to their community.
This includes the following short-term or additional supports:
- Restorative Care Pathway, which can help you maintain and improve your independence through multidisciplinary allied health services.
- End-of-Life Pathway, which provides access to additional services to remain at home in your last 3 months of life.
- Assistive Technology and Home Modifications (AT-HM) Scheme, which supports you to access products, equipment and/or home modifications based on your assessed needs.
I received services under the Home Care Packages Program – what changed for me?
There are some differences between the Home Care Packages Program and Support at Home program that took effect on 1 November 2025.
Key changes include
- moving to a quarterly budget
- a defined service list
- care management funding set at 10% of all quarterly budgets
- separately funded Assistive Technology and Home Modifications (AT-HM) Scheme.
You can be re-assessed to a higher classification level in the Support at Home program if your needs change.
If, on 12 September 2024, you were assessed as having a high enough income that you should be paying an income tested care fee and were already receiving a Home Care Package, on the National Priority System or assessed as eligible for a home care package, you pay transitional contribution rates that ensure you pay no more under Support at Home than you should have paid under your Home Care Package. You continue to pay contributions based on the rates for existing Home Care Package recipients, even if you change funding levels in the Support at Home program.
I receive services under the Commonwealth Home Support Programme – is anything changing for me?
The services you receive under the Commonwealth Home Support Programme have not changed now that the Support at Home program has commenced.
If you get your home support through the Commonwealth Home Support Programme, you will move to Support at Home no earlier than 1 July 2027, unless you are reassessed for a higher level of services.
This staged approach gives Commonwealth Home Support Programme providers time to ensure they are prepared to move to Support at Home in the future, to ensure service continuity for the services you are receiving.
From day 1 of the new Aged Care Act, the Aged Care Quality and Safety Commission will register and regulate Commonwealth Home Support Programme providers. They will need to meet obligations based on the type of services they deliver and will be accountable for the safety and quality of care they provide.
AMCS will communicate with you directly about any changes to your in-home care arrangements before they occur.
Do I have to pay more under Support at Home if I was already receiving a Home Care Package on 12 September 2024?
On 12 September 2024, if you were already receiving a Home Care Package, you will be no worse off under the contribution arrangements for Support at Home.
You will make the same financial contributions, or lower, than you did under the Home Care Packages Program.
You will have received a Support at Home budget that matches the same funding level as your Home Care Package, subject to Support at Home program arrangements.
Under Support at Home, you will only pay contributions on the services you have received, unlike the Home Care Package Program fee arrangements.
Do I have to pay more under Support at Home if I was already assessed as eligible for a Home Care Package on 12 September 2024?
On 12 September 2024, if you were assessed as eligible for a package, you are no worse off under the contribution arrangements for Support at Home.
You make the same financial contributions, or lower, than you would have under the Home Care Packages Program.
Where can I find more information on the Support at Home program?
You can subscribe to the Department of Health and Aged Care’s EngAged newsletter by visiting the department’s website to receive updates about the aged care reforms including Support at Home.
If you are an existing client, please contact your Care Partner for any specific questions you may have regarding these changes.