Frequently asked questions
Here are clear answers to the questions we are asked most often. If your question is not listed, please contact us — we are happy to help.
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Who may be eligible for Support at Home services?
Older people who need support to live safely and independently at home. Government-funded services under Support at Home require a My Aged Care assessment and approval.
Private services may also be available — ask us for details.
Do I need a My Aged Care assessment?
Yes, if you want government-funded Support at Home services. The assessment decides your eligibility, classification and the types of support you can receive. You can start the process by calling My Aged Care on 1 800 200 422 or applying online at myagedcare.gov.au. We can explain the steps and guide you, but we cannot complete the assessment for you.
Can I choose my support worker?
We discuss your preferences, including language and cultural needs, and aim to match you with a care team you feel comfortable with. We do our best to provide consistency so you can build a trusting relationship with the people who support you.
Can family members attend appointments?
Yes. Family members, friends or support people are welcome to attend meetings and conversations with your consent.
How quickly can services begin?
Once your My Aged Care assessment, funding and service agreement are complete, services can start. Timeframes vary depending on your individual situation and current availability in your area. When we speak with you, we will give realistic expectations based on your circumstances.
What happens if needs change?
Needs often change over time. We review your support plan with you and adjust it as required. If a formal reassessment through My Aged Care is needed, we can guide you on how to request one.
Can services be paused?
In many cases yes, depending on your funding arrangements and the reason for the pause. Talk to us and we will explain what is possible in your situation.
What happens if I am unhappy?
Please tell us as soon as possible. We take all concerns seriously and aim to resolve them promptly and fairly. Raising a concern will not affect the quality of care you receive. If you are not satisfied with our response, you can contact the Aged Care Quality and Safety Commission or an independent advocate such as the Older Persons Advocacy Network (OPAN) on 1 800 700 600.
Do you offer private services?
We can discuss private-pay options if government funding is not yet available or if you need additional support beyond your approved plan. Ask us during a free conversation for clear information.
What areas do you cover?
We are based in Padstow, NSW, and provide services across Sydney and NSW. Tell us your suburb or postcode when you contact us so we can confirm we can support you in your area.
How much does care cost?
Costs depend on your Support at Home classification, the services you receive, and any contribution determined by your income and assets assessment. Clinical Care services have no participant contribution. Independence and Everyday Living services may require a contribution. From 1 October 2026, personal care is expected to have no out-of-pocket cost if approved — confirm current rules with My Aged Care.
We do not publish fixed prices because every situation is different. We explain expected costs clearly once we understand your approved plan. There is no obligation.
Can you help with the My Aged Care process?
Yes. We can explain the steps in plain language and guide you on what to expect. We cannot complete the assessment or approve funding — only My Aged Care can do that.
Do you provide culturally specific or language support?
Yes. Our multilingual care team is committed to cultural competence. During your first conversation we discuss your language preferences and cultural needs so we can match you with a care team you feel comfortable with.
We believe care delivered with respect for your language, traditions and customs leads to better outcomes.
How do I contact you after hours?
Call 02 7241 4513.
We are available 24 hours a day, 7 days a week. In a life-threatening emergency, always call 000.
Still have questions?
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No question is too small. We answer in plain language and without pressure.