Understanding your first Support at Home statement

What you'll see on the statement

A Support at Home statement is divided into five main sections. They appear in roughly this order on every provider's statement, although layouts vary.

1. Header summary

The top of your statement shows:

• Your name, member ID and classification (a number 1–8)
• The period covered (always a calendar month)
• Your quarterly budget, used so far and remaining
• Your means-tested contribution for the period

If anything in the header doesn't match what your assessor told you, that's the first thing to query.

2. Services delivered

This is the bulk of the statement — every visit, hour or unit of service grouped by service type (personal care, domestic assistance, allied health, nursing, transport, social support, care management).

For each line you should see:

• Date and duration of the service
• Hourly or per-service rate
• Total cost for that line

If you see a service you don't recognise, or a duration that doesn't match what was delivered, query it in writing. Wayly's Statement Decoder can draft the email for you.

3. Care management

Care management is broken out as its own category and shown separately because it has its own funding bucket. Most providers charge care management as a percentage of services delivered plus a monthly retainer. Look for both lines.

4. Rollover

This shows funds carrying into the next quarter. Under Support at Home, you can roll over the higher of $1,000 or 10% of your quarterly budget. Care-management funds have no quarterly cap but are capped annually.

Tip: If your rollover line says "$0" and you've barely used your budget, something is wrong. Query immediately.

5. Contributions and balance

The bottom of the statement shows:

• What you owe for the period (your means-tested contribution)
• What's already been deducted from rollover or surplus
• Your closing balance carried forward

Three things to check on every statement

1. The classification line matches your assessment. If you were assessed at classification 4 but the statement shows classification 3, your funding has been calculated wrong.
2. No duplicate charges. Wayly's Statement Decoder catches double-charges automatically — manually, scan for two lines with identical date + duration + service type.
3. Care-management percentage hasn't drifted up. Most providers charge 15–20% of services. If yours has climbed, ask why.

When to question a statement

Within 30 days of receiving the statement is the standard window to lodge a query with your provider. After that, providers can argue the statement was "accepted". So don't sit on confusion — even if you only have a small doubt, send the email.

If the provider doesn't respond satisfactorily within 14 days, escalate to the Aged Care Quality and Safety Commission on 1800 951 822 or agedcarequality.gov.au. OPAN (1800 700 600) can advocate for you for free if you'd rather not deal with the provider directly.

What's coming on future statements

• The Australian Government deferred the planned 1 July 2026 national provider price caps indefinitely in May 2026, so don't expect a sudden price drop on capped services. Providers continue to set their own prices.
• From 1 October 2026: personal-care lines will show $0 contribution (the government pays your share).

Bookmark the dates — and if a provider doesn't reflect these changes on your statement after the deadlines, that's worth a written query.