Care Management Fee Query Letter
For ongoing Support at Home services, 10% of each quarterly budget is set aside for care management. On Classification 4, for example, that is $763.20 of the $7,632.04 quarterly budget from 01/10/2026. This letter asks what care management involved for you and confirms nothing is charged twice.
General information, not financial, legal or clinical advice.
The Letter
[Your details]
[DD/MM/YYYY]
[Provider name]
Re: Care management, [participant name], quarter [Q], [YYYY]
Dear [care partner name],
I understand 10% of [participant name]'s quarterly budget funds care management. Please tell me:
1. what care management activities you provided this quarter (reviews, phone calls, coordination, visits)
2. who our care partner is and how to reach them
3. whether any other care management or coordination charge appears on our statement, and if so, why
4. when our next care plan review is due
Kind regards,
[Name]
Anything in [square brackets] is a prompt to fill in. The copy, download and print buttons keep the brackets so you can find them.
If It Isn't Resolved: The Escalation Ladder
- Follow up with the provider in writing if you have no reply by your stated date. Wayly suggests 14 days. That is our suggestion, not a legal deadline: no fixed number of days applies to providers.
- Talk to a free, independent advocate: the Older Persons Advocacy Network (OPAN) Aged Care Advocacy Line, 1800 700 600. Hours are 8am to 8pm Monday to Friday and 10am to 4pm Saturday.
- Complain to the Aged Care Quality and Safety Commission: phone 1800 951 822 (food and dining 1800 844 044), online at agedcarequality.gov.au, email info@agedcarequality.gov.au, or post to GPO Box 9819 in your capital city. It acknowledges complaints within 3 business days and must finalise within 90 days unless there are reasons it needs longer. You do not have to raise the issue with the provider first.
- Interpreter: TIS National on 131 450. Ask them to call the Commission.
- If someone is in immediate danger, call 000.