Q: What are the different funding pathways under Support at Home?

The different funding pathways are as follows: Ongoing: This funding is allocated for regular, day-to-day services that help you remain independent at home, such as personal care, domestic assistance, and community access. Assistive technology and home modifications (AT-HM): This is separate funding if you need help to live safely at home. Restorative care: This funding is for temporary needs, such as recovery after a hospital stay or a short-term increase in support. It is typically time-limited and based on specific goals or circumstances. End-of-life care: This funding is often provided for a shorter period, in the last months of life, as health begins to worsen. It is care given to people at the end of their life and often brings together health professionals to help you stay as comfortable as possible.

Question 1

How do I access my HomeMade account?

Accepted Answer

Check out our helpful video for more information on using the HomeMade portal.

Question 2

Can I pay a family member or friend to provide me with service or support?

Accepted Answer

No, in most cases, you cannot pay someone close to you to provide services or support. This includes:

Family members
Friends
Nominated representatives
Anyone who holds your Enduring Power of Attorney.

Question 3

What can my Support at Home funding cover?

Accepted Answer

Check out the links below for an up-to-date list of what can be covered with funding.

Question 4

What should I do if my circumstances change?

Accepted Answer

It’s important to let us know if your circumstances change so we can make sure your support and services continue to meet your needs.

You can email us at support@homemadesupport.com.au or give us a call on 1300 527 873 to let us know about any changes in your circumstances.

Please let us know if there are changes to your:

Health
Living situation
Finances
Family support.

These changes can include:

A loved one can no longer support you in the same way
Your living arrangements have changed
You’ve had a fall or an incident
You have a hospital visit, planned or otherwise
You’ve entered residential respite care.

Question 5

I have previously completed an allied health assessment. Can I use the recommendations made to support the purchase of items using my Support at Home funding?

Accepted Answer

Yes, provided all of the following apply:

The assessment and recommendations were completed within the last 12 months, and your circumstances have not changed
They are in your care plan and budget
They are eligible under Support at Home
You have appropriate Support at Home funding available
The recommendations have been made by an allied health professional and are within their area of expertise.

Check out our guide on assistive technology for more information on purchasing equipment.

Question 6

What should I discuss with potential providers and/or workers?

Accepted Answer

The things you discuss with potential providers and workers will depend on your needs and preferences.

Example of things you may want to consider:

Whether they speak your preferred language.
Their location and any associated travel costs.
Their terms and conditions, including any additional charges.
Their availability and whether it suits your schedule.
Their fees and whether they fit within your budget.
Shared interests or hobbies.
If their skills and qualifications meet your health or care needs.

Question 7

How can I get a referral from HomeMade?

Accepted Answer

Some providers, such as those providing allied health and clinical services, require a referral from HomeMade.

If this has been requested, please let us know by emailing us at support@homemadesupport.com.au.

Please provide the following information:

The details of your chosen provider
If it is a new referral or an existing referral
What the referral is for.

Question 8

What if my chosen provider is not on HomeMade?

Accepted Answer

You can request that your chosen service provider be onboarded with HomeMade.

Log in to your dashboard
Select Service Provider
Select Request New Provider
Select Service Provider
Enter the service provider’s information.

Question 9

What are the requirements for my service provider to be onboarded?

Accepted Answer

For a provider to be onboarded, they must meet the following requirements:

Be a company with more than one employee
Hold a current insurance certificate
Have public liability insurance of at least $10 million
Have an active ABN
Have vaccination checks or a vaccination policy in place for their workforce, in line with local requirements
Have appropriate police checks for their workforce
Hold relevant accreditations and certificates
Hold any licences required for their services.

Question 10

What are the different funding pathways under Support at Home?

Accepted Answer

The different funding pathways are as follows:

Ongoing: This funding is allocated for regular, day-to-day services that help you remain independent at home, such as personal care, domestic assistance, and community access.
Assistive technology and home modifications (AT-HM): This is separate funding if you need help to live safely at home.
Restorative care: This funding is for temporary needs, such as recovery after a hospital stay or a short-term increase in support. It is typically time-limited and based on specific goals or circumstances.
End-of-life care: This funding is often provided for a shorter period, in the last months of life, as health begins to worsen. It is care given to people at the end of their life and often brings together health professionals to help you stay as comfortable as possible.

Question 11

How funding is allocated?

Accepted Answer

Your funding is determined through an assessment process via My Aged Care that considers your individual needs, goals, and circumstances. Based on this assessment, a funding is assigned across the relevant pathways.

Question 12

Where can I find my monthly statements, and when are they published?

Accepted Answer

Your statements are available at the end of each month. You can review them by following the steps below.

Log in to your HomeMade account
Select Statements
Select View next to the relevant month.

Question 13

Where can I see my unspent Home Care Package funds?

Accepted Answer

You can review your unspent funds in 2 places:

In your monthly statement
Under the Budget section of your HomeMade account.

Question 14

How does the quarterly budget work?

Accepted Answer

Your annual funding is split across 4 quarterly budgets. You will access services each quarter from this amount.

Question 15

Can I save my unused funds for later?

Accepted Answer

Yes, but only up to $1,000 or 10% of your quarterly budget (whichever is higher) can carry over to the next quarter.

This is designed to ensure funding is used for current care needs, which helps people stay in their homes for longer.

Question 16

When is the rollover budget calculated each quarter?

Accepted Answer

Normally, Services Australia calculates your rollover balance either the day after your provider submits their final claim for the previous quarter, or 61 days after the quarter ends, whichever happens first. Once calculated, the funds are added to your home support account for you to use.

Question 17

What is a voluntary personal contribution?

Accepted Answer

Personal contributions allow you to top up your funding or pay for services not covered by it. To do this, you set a fixed amount that is debited from your bank account each month and rolls over until it’s spent.

It’s a great way to make sure you’re never caught off guard by an unexpected invoice. Managed completely by you, you can increase or decrease the amount if needed. Making it simple, flexible, and completely in your hands.

Check out our guide on voluntary personal contributions for more information.

Question 18

What expenses can be reimbursed?

Accepted Answer

Reimbursements must align with government guidelines and relate to services or items included in your care plan and budget.

For more information about the services you can receive under Support at Home, check out the Department of Health, Ageing and Disability’s Support at Home program handbook and the Support at Home defined service list.

Question 19

What expenses cannot be reimbursed?

Accepted Answer

<ul><li>Services and purchases not listed on your care plan or budget</li><li>Any service not covered in the <a href="https://www.health.gov.au/sites/default/files/2025-08/support-at-home-service-list.pdf">Support at Home defined service list</a></li><li>Any assistive technology and home modifications not covered in the <a href="https://www.health.gov.au/resources/publications/assistive-technology-and-home-modifications-list-at-hm-list?language=en">AT-HM list</a></li><li>Day-to-day bills</li><li>Food</li><li>Clinical and nursing services</li><li>Rent or mortgage payments</li><li>Holidays</li><li>Costs relating to private transport, such as vehicle registration, repairs, insurance, and petrol</li><li>Healthcare that is fully or partially covered by Medicare or the Pharmaceutical Benefits Scheme</li><li>Government-subsidised programs</li><li>Approved purchases without a formal payment receipt</li><li>Purchases with receipts not in your name</li><li>Services where you use a buy now, pay later payment method.</li></ul>

Question 20

What do I need to provide when submitting a reimbursement request?

Accepted Answer

You’ll need to provide a copy of the tax invoice and proof of payment.

The tax invoice needs to include:

The words tax invoice or invoice
The full name of the Support at Home recipient
Description of the item or service
The quantity, if relevant
The item’s cost or hourly rate
The GST, if relevant
The date the service was carried out or the item purchased
Details of the provider, including:
- Business name
- Contact details
- ABN
- License number or AHPRA registration details, if relevant.

Your proof of payment can be one of the following:

The total showing as paid
A zero-dollar balance on your tax invoice
A receipt of payment along with the tax invoice.

HomeMade Account: FAQs

Your HomeMade account

Support at Home program guidelines

My care needs

My service providers

My funding and contributions

My invoices and reimbursements

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