If you currently receive Support at Home, your case manager should be your first point of contact if you have any concerns about your services or if your needs have changed.

Your case manager understands your care plan and can help resolve service issues, organise changes to supports, or request a reassessment if your care needs have changed.

They can also guide you through next steps and make sure any adjustments are made smoothly and in line with your goals.

If you feel that your support needs have changed, we recommend contacting your Support at Home case manager in the first instance. Your case manager is your main point of contact and has a detailed understanding of your current care plan, services and funding.

Your case manager can:

  • Talk through what has changed in your situation
  • Help gather relevant supporting information (such as medical updates, care plans, service use, budgets or statements)
  • Submit a reassessment request through My Aged Care on your behalf

While clients or their supporters can raise concerns about changing needs, reassessment requests are best progressed when submitted by the Support at Home provider, as supporting evidence is usually required to inform decision‑making.

A reassessment is generally considered when there has been a significant change in circumstances or support needs. Your case manager can guide you through the process and explain what to expect at each step.

If you receive Support at Home (SAH) services and are waiting for a reassessment or a higher funding level to be assigned, there are a few things you can do in the meantime:

  • Contact your case manager
    Your case manager should be your first point of contact. They can review your current services and, where possible, focus your existing funding on the most urgent needs.
  • Consider temporary alternatives
    Some people choose to use self‑funded services for a short time to help cover any gaps while waiting. For more information, visit: non government-funded providers
  • Support for carers
    If you have an unpaid carer, Carer Gateway can provide support such as advice, counselling, and short‑term help.
  • Health services may help with some needs
    You may be able to access support through health services, including:

  • Top-up Commonwealth Home Support Program (CHSP) (limited circumstances)
    In some cases, your case manager may be able to request short‑term CHSP services. This is only available in limited circumstances and is not guaranteed.

Your case manager remains your main contact and can help guide you while you wait for your reassessment outcome or higher funding to be in place.

If you are already receiving Support at Home, we recommend contacting your Support at Home case manager as your first point of contact for questions about assistive technology or home modifications. Your case manager understands your current care plan, services and funding arrangements.

Your case manager can help with:

  • Understanding what equipment or home modifications may best support your needs
  • Discussing options under the Assistive Technology and Home Modifications (AT‑HM) Scheme
  • Preparing and submitting AT‑HM funding requests, including requests for higher funding tiers
  • Gathering and providing the supporting information needed to support a request
  • Explaining next steps and likely timeframes

While clients and their supporters may raise questions about assistive technology and home modifications, AT‑HM requests are best progressed through the Support at Home provider, as supporting evidence is usually required to ensure requests can be appropriately reviewed.

If you are unhappy with your aged care provider or something isn’t working well, you have options and support is available.

You can:

You have the right to feel safe, listened to and supported, and raising concerns will not affect your eligibility for aged care services.