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Money Template

Rate Query Letter to Your Aged Care Provider

Government price caps for Support at Home were due on 01/07/2026, but they were paused on 20/05/2026 and no new start date has been set. Providers still set their own prices. They must also set reasonable prices, publish the price they most often charge for each service on My Aged Care, and keep records showing what their prices include. This letter asks for that information.

General information, not financial, legal or clinical advice.

When to Use It

A rate that differs from your service agreement, from the price published on My Aged Care, or from what you paid last quarter.

Before You Start

  • The invoice or statement line.
  • Your service agreement.
  • The provider's published price on the My Aged Care "Find a provider" tool. Screenshot it and note the date.

The Letter

[Your name, address, phone, email] [DD/MM/YYYY] [Provider name and address] Re: Price query, [participant name], [client number] Dear [name], On [statement or invoice, DD/MM/YYYY] the [service type] on [date] was charged at $[amount] per [hour/unit]. [Our service agreement lists $[amount] / Your published price on My Aged Care on DD/MM/YYYY was $[amount] / Last quarter we paid $[amount].] Please tell me in writing: 1. the price per [hour/unit] for this service and the date it took effect 2. what the price includes (for example travel, administration, weekend or after-hours loadings) 3. when and how you told us about any price change 4. how this price compares with the price you publish on My Aged Care I understand providers must set reasonable prices based on their costs, and keep records of what their prices include. If this charge was an error, please correct the statement and credit the difference. I would also like to request a review of our service agreement. Please reply by [DD/MM/YYYY]. 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.

What to Expect Back

An explanation of the price and what it includes, or a correction. Your provider must agree to review the service agreement when you ask, at any time.

If It Isn't Resolved: The Escalation Ladder

  1. 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.
  2. 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.
  3. 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.
  4. Interpreter: TIS National on 131 450. Ask them to call the Commission.
  5. If someone is in immediate danger, call 000.
Invoice CheckerUse the Invoice Checker to check the rates on an invoice

Frequently Asked Questions

Related Templates

Aged Care Invoice Dispute Letter

Dispute specific lines on a contribution invoice in writing.

Overcharge Refund Request Letter

Ask for an overcharge to be credited to the budget and refunded to you.

Support at Home Statement Query Letter

Ask your provider to explain a monthly statement line by line.

Facts on this page last checked 22/10/2026 against health.gov.au new consumer protections, My Aged Care Find a provider.

Last updated 22 October 2026 · Wayly Editorial. If you find an error, email support@wayly.com.au.

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