Questions to Ask Before You Sign a Home Care Agreement

Why these questions matter before you sign

A service agreement is a binding contract

A home care service agreement is a contract. Once you sign it, you agree to the prices, fees and rules it sets out. That makes the questions you ask beforehand the most useful work you can do.

What Support at Home changed about fees and worker choice

Support at Home is the government program that took over from Home Care Packages on 1 November 2025. Your funding now comes as a quarterly budget, set by one of eight classifications (1 is the lowest level of funding, 8 the highest).

Get every answer in writing

Verbal promises are hard to hold a provider to later. Ask for each answer in an email or in the agreement itself. A clear paper trail protects you and makes it easy to compare two providers side by side.

Questions about the price list and what you pay

Can I see your full price list in writing?

Ask for the complete list before you sign, not a sample. You want the hourly rate for each everyday service, any travel charges, and any weekend or public holiday rates.

How is the 10% care management fee charged each quarter?

The care management fee is capped at 10% of your quarterly budget. It is a set program deduction, not an amount providers negotiate. So the right question is how and when it comes out, not whether it can be lowered.

Are there any other fees, loadings or minimum charges?

Ask directly about setup fees, minimum visit lengths, cancellation charges and any loadings. You want a clear picture of every cost before you commit.

Which services may carry a means-tested participant contribution?

Clinical services, such as nursing, are fully government funded, with no contribution from you within your budget. Independence and everyday-living services may carry a means-tested participant contribution. Ask the provider to tell you which of your listed services may be affected.

Questions about the care model and your choices

Is this full-service, self-managed, or can I mix both?

Full-service means the provider employs the workers and gives you a fixed price list. Self-management means you and your family choose your own worker from the local community, agree a price, and the provider onboards that worker. Ask whether you can mix the two.

If I self-manage, how does the 10% self-management loading work?

A 10% self-management loading applies to the cost of workers you arrange. It covers workforce assurance (the checks on your worker) and invoice payment. Ask the provider to confirm this loading and what it pays for.

How do full-service rates compare to self-managed rates?

Full-service hourly rates for everyday services typically sit 50% to 100% above the matching self-managed rate, based on Trilogy Care's comparison of published provider price lists. Ask the provider for their figures so you can compare.

Questions about the workers who come to your home

Who actually does the work and are they employed or subcontracted?

Find out whether the people in your home are employed by the provider or subcontracted. It affects who is responsible if something goes wrong and how consistent your care will be.

Are workers screened and checked to Commonwealth standards?

Ask how workers are screened, including police checks and relevant qualifications. Under self-management, the provider onboards your chosen worker to meet Commonwealth standards, so ask what that process involves.

Can I keep the same worker, and what happens if they are sick?

Many people value seeing the same face each week. Ask whether you can keep the same worker, and what happens when that person is on leave or unwell.

Questions about exit terms and switching

What is the notice period if I want to leave?

Ask this before you sign, not after. A long notice period can keep you paying fees for weeks while you wait to move. Find out the exact number of days in writing.

Are there any exit fees or charges when I switch?

Ask whether any charge applies when you leave. Knowing this upfront stops a switch from costing you more than it should. Our guide on how to choose and switch home care providers covers the wider process.

What happens to my unspent budget if I move providers?

Your budget belongs to you, not the provider. Ask how any unspent funds are handled when you move so nothing is lost in the change.

Questions about budget, carryover and reporting

How will you help me use my quarterly budget?

Ask how the provider plans your services across the quarter so you make good use of your funding without running short late in the period.

How does unspent budget carryover work for me?

Unspent budget carries over, but it is capped at the greater of $1,000 or 10% of the quarterly budget per quarter. Funds you brought across from an old Home Care Package are not capped. Ask the provider to confirm how this applies to you.

How often will I get a clear statement I can read?

Ask how often you get a statement and whether it is plain enough to follow. You should be able to see what was spent, on what, and how much budget is left.

A simple checklist you can print and take with you

Tick off each answer in writing

Take this list to every meeting and tick each item once you have a written answer:

• Full price list, including weekend and travel rates
• How and when the 10% care management fee is deducted
• Any other fees, loadings or minimum charges
• Which services may carry a participant contribution
• Whether you can self-manage, full-service, or mix
• How the 10% self-management loading works
• Who the workers are and how they are checked
• Exit notice period and any exit charges
• How unspent budget and carryover are handled
• How often you get a clear statement

Compare two providers side by side

Run the same questions past at least two providers. Putting the answers next to each other shows you the real differences in price, fees and flexibility, and makes your decision much clearer.

Questions about this topic

What questions should I ask a home care provider before signing?

Ask for the full price list in writing, how the 10% care management fee is charged, any other fees, the exit notice period, who the workers are and whether they are checked, and whether you can self-manage to choose your own worker.

Can a Support at Home provider charge more than the 10% care management fee?

The care management fee is capped at 10% of your quarterly budget. A provider can still charge for the services you use, and a 10% self-management loading applies to workers you arrange yourself. Ask for these to be set out clearly.

How much notice do I need to give to leave a home care provider?

It depends on your agreement, which is why you should ask before you sign. Notice periods vary between providers. Get the exact number of days in writing so you know how long a switch will take.

Can I choose my own carer under Support at Home?

Yes, if you self-manage. You and your family pick a worker from the local community and agree a price, and the provider onboards that worker to meet Commonwealth standards. Ask the provider how their onboarding works.

Do I have to pay a participant contribution for home care services?

Clinical services like nursing are fully government funded with no contribution. Some independence and everyday-living services may carry a means-tested contribution, and some people pay nothing. Ask which of your services may be affected.

Before you sign

Take your time, ask every question on the list, and get the answers in writing. When you are ready, you can see prices in your area or call Trilogy Care on 1300 318 723 to talk through your options.