Supporting you at home
‘Home Care Packages’ changed name to ‘Support at Home’ on 1 November 2025
Whether you need a little bit of support or a lot, Support at Home help you live your life to the fullest.
We know how important it is to feel seen and heard when you’re making choices about your care and support at home. We’re experts in home care, but you’re the expert in what’s best for you.
Your dedicated Care Partners will take the time to understand what you need, so you get the right supports to live better at home – for longer.
What is Support at Home?
‘Support at Home’ is the new name for ‘Home Care Packages’ and helps older people stay in their own homes for as long as possible.
Support at Home is a pool of funding you get from the Government to help you live safely and independently and stay connected to your community.
You can use your package funding on a range of services, such as nursing, allied health (e.g., physio, podiatry), household and personal support. Find out more about our services.
Support at Home is designed to support older people who need more assistance than the Commonwealth Home Support Program (CHSP) can provide.
Your level of care and budget are based on your needs, which is decided by a My Aged Care (MAC) assessment and a new priority system.
Who is eligible for aged care Support at Home?
You can have an aged care assessment if you are:
- aged 65 or over
- an Aboriginal or Torres Strait Islander person over the age of 50
Your aged care assessment will determine your Support Plan, classification and budget under Support at Home.
Getting Started
We make it easy to get the support you need
When you choose Holstep Health, one of our friendly Care Partners will work with you and your support network to match you with the services you need. You can always contact us on 8319 7430.
How can I apply for Support at Home?
The Commonwealth Government funds Support at Home. To apply, you need to follow the steps below.
First, check whether you or your loved one is eligible for government-funded aged care services by visiting the My Aged Care website or calling 1800 200 422 to speak to My Aged Care staff.
An assessor from My Aged Care will visit you at home to do your assessment. They will ask questions to find out what sort of help you need and the classification of care that best suits your needs. You will not need to pay for this assessment.
After your assessment, My Aged Care will send you a letter to tell you if you are approved for Support at Home services, and which classification of Support at Home you will receive.
After your care package is allocated, you will have 56 days to choose a Support at Home provider such as Holstep Health and sign an agreement with them.
After you enter a service agreement, we will accept your referral and submit a ‘start notification’ to Services Australia.
Fees and location
Fees
You may be asked to contribute towards the costs of your services. Services Australia works out your participant contributions based on what you can afford. The amount you pay will depend on your income assessment from MAC and the type of services you receive.
- Clinical supports are fully funded (no contribution).
- Independence and everyday living supports may have contributions, and the Government will advise you on what you may need to pay.
Struggling with fees?
You can apply for a Fee Reduction (Hardship) Supplement. If approved, the Government will cover some or all of your contributions. We can help you understand the process and connect you with independent financial counselling if needed.
Location
To be eligible to choose Holstep Health as your Home Care Package (now Support at Home) provider, you must live in North or West Metropolitan Melbourne.
Frequently asked questions
To access any Aged Care services/funding you need to be assessed through My Aged Care (MAC). Please call MAC on 1800 200 422 and tell them you want Holstep Health as your preferred provider and they will arrange an assessment for you.
Registered Supporters
Registered supporters are people you choose to help you make and communicate your own decisions about aged care. They can speak to My Aged Care, assessors, providers and the Aged Care Quality and Safety Commission on your behalf and receive information with your permission.
Registered supporters don’t make decisions for you unless they also hold a separate legal authority (like a guardian or enduring power of attorney). We’ll always go to you first for decisions.
Good to know
- You can add or remove supporters at any time by contacting Government.
- If you had a My Aged Care “representative” before Support at Home, it might be useful to check if they will become a registered supporter under the new system.
You may need to contribute towards the cost of services you use. Services Australia will conduct an income assessment to work out whether you will need to pay participant contributions, and how much you will need to pay. Read more about the income assessment.
If you have to pay contributions, it will be deducted from the government subsidy you get as part of your Support at Home funding.
There are annual and lifetime limits on how much you can be asked to pay.
The Commonwealth Home Support Program (CHSP) provides entry-level support for older people who can still manage living at home but benefit from a bit of extra assistance. Services are based on your assessment.
Support at Home provides classifications of support for older people who have more complex needs. Once you get Support at Home, you can choose which services you spend your funding on based on what your package allows.
Yes, we would be happy to help you change providers. Call us on (03) 8319 7430 to talk about organising a change.
We have several Care Partners who speak languages other than English. Please contact us on (03) 8319 7430 to discuss your needs.
If you have difficulty with hearing or speech, call the National Relay Service on 1800 555 677 and ask to be connected to 1800 200 422.
If you need an interpreter, call the Translating and Interpreting Service on 131 450 and ask to be connected to 1800 200 422.
The new Aged Care Act came into effect on 1 November 2025. Under this Act, the Statement of Rights outlines what rights older people have when accessing aged care services, like Holstep Health. These rights help to ensure that older people and their needs are at the centre of our new aged care system. You can read the new Statement of Rights on the Government website.
The Code of Conduct for Aged Care remains the same under the new Aged Care Act.
At Holstep Health, we welcome all feedback – whether it’s a compliment, suggestion or complaint. It helps us understand what we’re doing well and where we can improve our services.
You can provide feedback anonymously, and support is available if you need help to submit it. We take every piece of feedback seriously and will work with you to reach a resolution.
Find out more on how to submit feedback.
You can also submit feedback or a complaint through the Australian Government Aged Care Quality and Safety Commission. Find out more.
Discover more
Our home care services
Holstep helps with Home Care Package (now Support at Home) services. Call us now on (03) 8319 7430.
Senior social groups
Explore new hobbies, make new friends – join today! Our social groups will keep you engaged and involved in your community.