Support at Home Software in Australia: The 2026 Guide

What does Support at Home software need to do?

Support at Home software has to hold each participant's funding, record services against the Services Australia service list, build claims you can lodge, work out contributions, produce monthly statements and show that care management happened. Rostering, worker qualifications and incident reporting sit underneath all of that. Teiro publishes this guide and is one of the options in it.

Support at Home replaced Home Care Packages (HCP) and the Short-Term Restorative Care program on 1 November 2025 under the Aged Care Act 2024. Former HCP participants moved across automatically on that date. Sources: Department of Health, Support at Home and Aged Care Quality and Safety Commission, transition to Support at Home.

The rules your software has to follow

These are the facts that decide what you can and cannot do in a system. Each links to a deeper guide.

One quarterly budget, not one per category. A participant has a single quarterly budget. What limits you is the total and the service types approved in their Notice of Decision. The three service categories (clinical supports, independence, everyday living) decide what the participant contributes. They are not separate pots of money. See the quarterly budget and carryover.

Prices are yours to set. There are no price caps at present. Providers set their own prices, which must be reasonable, transparent and cost-based, and publish them on their website and the My Aged Care portal. Your software should keep your own price against each service.

Services have IDs. Prices and billable units are set per service type on the Services Australia service list, and claims carry the Service ID. Software that cannot record a Service ID against each visit cannot build a claim.

Care management is part of the program. Every Support at Home provider delivers it. It is funded by a 10 per cent deduction from the quarterly budget, and at least one direct care management activity is expected each month. See care management and the 10 per cent.

Personal care changed on 1 October 2026. Personal care moved from the independence category to clinical supports for contribution purposes, so participants pay nothing toward it. The date of service decides which rule applies, not the date you claim. Source: Department of Health, personal care contribution change.

Claims go through the Aged Care Provider Portal or an API. Providers log in through PRODA and can import a CSV, or use business-to-government APIs. How often you claim is your choice, but claims are due within 60 days of the end of the quarter. The next deadline is 29 November 2026, for July to September. See how to bill Support at Home.

Monthly statements are required. A statement is due to each participant by the last day of the following month, even when they had no services.

Quality Standards apply. Support at Home providers are in registration categories 1 to 5. Because every provider delivers care management, you are assessed against Standards 1 to 4 plus Outcome 5.1 on clinical governance. Standard 2 covers workforce planning and human resource management, including contractors and agency staff, and expects rostering informed by your workforce strategy.

Incident reporting under Support at Home

The Serious Incident Response Scheme (SIRS) applies to in-home aged care, including Support at Home participants. Priority 1 incidents are notified to the Commission within 24 hours and Priority 2 within 30 calendar days. Your software should capture the incident while the carer is still at the client's home, hold the priority and the notification due date, and record when and how you notified. Use the free SIRS decision tool to triage, and read the SIRS guide for the categories.

A buyer's checklist

Ask each vendor to show you, with your data, rather than describe:

1. 1.A Support at Home client with a quarterly budget, and what the screen shows as spent and remaining.
2. 2.A service booked with a Service ID, and what happens to the claim line if the Service ID is missing.
3. 3.The file you lodge in the Provider Portal, and how a payment statement comes back and is matched.
4. 4.How contributions are worked out, and which figure is invoiced to the participant.
5. 5.A monthly statement for a participant with no services.
6. 6.A report that shows which participants had no care management this month.
7. 7.Where a carer reports an incident from the client's home, and where the notification deadline shows.
8. 8.What the vendor says about price, in writing.

What Teiro covers

Teiro is a care workforce platform: rostering, a carer app, client records, compliance and billing in one product. For Support at Home, this is in the product today.

Client funding. A Support at Home client's record holds the Services Australia care recipient ID, the quarterly budget and the contribution percentages from the client's letter. A card on the Funding tab shows the quarterly budget, less 10 per cent for care management, spent and remaining.

Service agreements. Lines are picked from the Services Australia service list, with your own price, quantity and frequency. The agreement shows an estimate per quarter and warns if the lines exceed the budget after care management.

Service IDs and holds. The Service ID is chosen when the service is booked. A billing line is held, with the reason shown, if the Service ID or care recipient ID is missing, or the service is not on the client's approved list.

Claims. A billing run builds a claim file. You download it, import it in the Aged Care Provider Portal and mark it submitted in Teiro. Teiro does not lodge the claim for you and has no direct connection to the portal. Equipment and home modification items are held and are not exported. The free Support at Home invoice CSV checker checks a file in your browser before you upload it.

Contributions. Teiro reads the contribution category from the Service ID, applies the 1 October 2026 personal care change by service date, and invoices a client only the contribution Services Australia confirms on the payment statement.

Statements and care management. Monthly statement PDFs are generated per client from Billing and saved to the client's documents. Care management is booked as a service with SERV-0018 or SERV-0019, and the No care management report lists clients who had none in a month.

What it does not do. Teiro does not carry unspent funds forward for you: you enter each quarter's budget from the client's notice. It does not run payroll.

Step-by-step guides: billing Support at Home services, claiming from Services Australia, invoicing client contributions, monthly statements, care management and recording a SIRS incident.

More on Support at Home

Frequently asked questions

Do I need special software for Support at Home?

You need software that records Service IDs, a quarterly budget and contributions per client, and builds a claim you can lodge. A spreadsheet can do it for a handful of clients, but it will not hold the held-line checks, the monthly statements or the care management evidence for you.

Can software lodge Support at Home claims directly?

Claims are lodged through the Aged Care Provider Portal, by CSV import after a PRODA login, or through business-to-government APIs. Ask each vendor which of these it uses. Teiro builds the CSV and you import it in the portal.

When is the next Support at Home claim deadline?

Claims are due within 60 days of the end of the quarter. For July to September 2026 the deadline is 29 November 2026.

Does SIRS apply to Support at Home?

Yes. SIRS covers in-home and community aged care, including Support at Home participants. Use the SIRS decision tool to work out the likely priority, and confirm with your delegate.

Book a demo to see Support at Home with your own clients, or sign up free.