New Support at Home consumer protection measures announced

New consumer protection measures designed to guard older Australians against unfair prices under Support at Home have been announced by the Australian Government.

The new package, which the government said responds to feedback received from community, providers and advocates, will empower the Aged Care Quality and Safety Commission to take regulatory action against providers who are choosing not to meet their clear requirement to issue monthly statements, provide regular public reporting on investigations and enforcement action, and order refunds for services where providers are found to be overcharging.

A new National Summary of Support at Home Prices will also be published each quarter. So older Australians and their families can see how their provider compares, this document will show the median and the range of prices charged by providers.

The government said it will also build on removal of out-of-pocket costs for showering, dressing and continence services under Support at Home by having the Department and the Aged Care Quality and Safety Commission specifically monitor the prices of personal care as they transition into the Clinical Care category.

In order to give older people certainty to budget their packages, under the new measures providers will also be encouraged to limit the frequency of price increases to no more than two per year and a working group with the Older Persons Advocacy Network (OPAN), Council on the Ageing (COTA) Australia, Ageing Australia and the Aged Care Quality and Safety Commission will also be convened.

The working group will focus on three key priorities:

1. giving providers and consumers clearer guidance on their responsibilities and rights by establishing a more robust definition of ‘reasonable’ pricing;
2. undertaking further consultation on the multi-provider model; and
3. developing further guidance and supports for older people who self-manage their packages.

Extra funding to support OPAN to expand financial advocacy, and for COTA to provide education and information on consumer protections will also be provided.

In its announcement, the government said that work is underway to better understand pricing trends across the sector since the new program commenced, and where additional protections may be warranted in future.

In response, OPAN Director Policy, Education and Systemic Advocacy Samantha Edmonds said: “We welcome stronger oversight and transparency measures, but the decision to delay pricing caps means older people will continue to face uncertainty about what they will pay for essential services.”

Edmonds added: “Additional funding for advocacy and education will also be critical to ensuring older people understand their rights and can challenge unfair fees.” However, Edmonds also said that further improvements are needed to ensure these measures deliver meaningful protection, including local pricing transparency — something Edmonds said OPAN looks forward to working with government to achieve.

“It is critical that this process leads to clear, enforceable protections — including the timely introduction of well-designed price caps.”

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