Personal Care Contribution Check Letter
From 01/10/2026, personal care under Support at Home moved from the independence contributions category to clinical supports. You do not pay contributions for approved personal care delivered from that date. Personal care still comes out of your quarterly budget. Contributions for care delivered before 01/10/2026 are not refunded, so an October invoice can still show September personal care.
General information, not financial, legal or clinical advice.
The Letter
[Your details]
[DD/MM/YYYY]
[Provider name]
Re: Personal care contributions after 01/10/2026, [participant name]
Dear [name],
Our [statement / invoice] dated [DD/MM/YYYY] shows a contribution of $[amount] for [service, e.g. showering assistance] on [DD/MM/YYYY].
As personal care moved into the clinical supports contribution category on 01/10/2026, I understand no contribution applies to approved personal care delivered on or after that date. Please:
1. confirm whether this service is classed as personal care on the Support at Home service list
2. if it is, remove the contribution and credit or refund $[amount]
3. if it is not, explain which service type it falls under
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.