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Frequently Asked Questions: Home Care Packages

Frequently Asked Questions

I am a veteran or war widow; do I access Home Care Packages differently from other clients?

Members of the veteran community are able to access Home Care Packages in the same way as other members of the aging community. Your Home Care Package is a coordinated package of services tailored to meet your specific care needs. The package is coordinated by an approved home care provider, with funding support from the Australian Government.

For further information on Home Care Packages go to My Aged Care or call the My Aged Care contact centre on 1800 200 422 (Mon-Fri 8am - 8pm, Sat 10am - 2pm), from any location within Australia.

Is the Department of Veterans’ Affairs (DVA) responsible for Home Care Packages for veterans?

Home Care Packages are administered by the Department of Social Services. Veterans access Home Care Packages in the same way as other members of the community. 

For further information on Home Care Package Services go to My Aged Care or call the My Aged Care contact centre on 1800 200 422 (Mon-Fri 8am - 8pm, Sat 10am - 2pm), from any location within Australia.

How can I get a Home Care Package?

Eligibility for a Home Care Package is assessed by an Aged Care Assessment Team (ACAT or ACAS in Victoria) .The assessors will talk to you about your current situation and will determine whether you can be assisted at home with a Home Care Package. This assessment is free and you can request an appointment by calling them directly or you can discuss your needs with your doctor or another health provider to get a referral. 

To locate your nearest ACAT or ACAS services go to My Aged Care or call the My Aged Care contact centre on 1800 200 422 (Mon-Fri 8am - 8pm, Sat 10am - 2pm), from any location within Australia.

What is Consumer Directed Care?

Consumer Directed Care is a way of delivering services that allows you to have greater control over your home care services. All Home Care Packages are required to be delivered on a Consumer Directed Care. Consumer Directed Care allows you to have more say and make choices about the services you access, the delivery of those services, who will deliver those services and when they will be delivered. You are entitled to a home care agreement, a co-produced care plan, an individualised budget and monthly statement from your provider.

For more information on Consumer Directed Care go to My Aged Care or call the My Aged Care contact centre on 1800 200 422 (Mon-Fri 8am - 8pm, Sat 10am - 2pm), from any location within Australia.

Will Consumer Directed Care for Home Care Packages mean an increase of fees?

The current fee structure for Home Care Packages is not affected by the implementation of Consumer Directed Care.

For more information on the current fee structure for Home Care Packages go to My Aged Care.  

Can I access services from the DVA while I am accessing a Home Care Package?

Yes, you are able to access services under DVA programmes while you are receiving a Home Care Package to help meet your health care and support needs, as long as there is no duplication of services. For example, if you are already accessing a particular type of service from your Home Care Provider you cannot also access that service at the same time from DVA. Therefore, if you are accessing domestic assistance services from your Home Care Package you are not able to also access domestic assistance services from the Veterans’ Home Care (VHC) programme at the same time.

This same principle applies to respite services in that, if your Home Care Package is not sufficient to meet your needs you may supplement your Home Care Package respite services with additional VHC respite services. This is as long as there is no duplication of the same type of respite services.  It is also important to remember that Home Care Packages do provide additional types of respite services that are not available through VHC.

Where do I register complaints about my Home Care Package Provider?

You can discuss your concerns with your provider if you feel comfortable. Alternatively, you can discuss your concerns with a person who can advocate on your behalf. The National Aged Care Advocacy Program (NACAP) is funded to promote your rights. To contact NACAP phone 1800 700 600.

If you are not satisfied after discussions with your provider, you can call the Aged Care Complaints Scheme on 1800 550 552 or you can submit a complaint online

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