The Older Persons Advocacy Network (OPAN) has called on the Australian Government to take urgent action to address persistent challenges facing older people under the Support at Home program, more than 100 days after the new Aged Care Act 2024 came into effect.
OPAN said its network members supported nearly 18,000 cases in the last quarter, highlighting what it described as a range of unresolved issues that risk undermining the program’s aim of enabling older people to live safely and independently in their homes and communities.
Among the primary concerns are long wait times for assessments and reassessments, rising costs for essential services, limited access to transport in rural areas, and the absence of cottage respite care.
OPAN chief executive Craig Gear said delays in addressing these issues were making life increasingly difficult for older Australians.
“Greater funding is needed to alleviate the assessment and reassessment wait times, which show no sign of abating,” Gear said.
“We also call on the government to provide assessors with the ability to override the algorithmic decision based on clinical judgement where it is clear the algorithm has underassessed their care needs. The uncertainty and confusion being experienced by older people is unfair and detrimental to their wellbeing.”
Gear said advocates had reported older people reducing services because of price increases, adding that improved price transparency was necessary.
“Our network member advocates have told us that older people are reducing their services due to the price increases. Nobody should need to jeopardise the care they need, which is why better transparency around prices is required. This includes access to transport, especially in rural areas. We are pleased the department and Commission are taking regulatory action where providers have not fully displayed their prices.”
He also raised concerns about delayed invoicing.
“There are also many older people receiving invoices months later, affecting their ability to properly manage their budget and service options. Providers need to ensure they meet the 30-day timeframe for monthly statements.”
He added that the financial hardship application process remained overly complex and should be simplified in collaboration with government.
“Older people have repeatedly shared that the financial hardship application process remains overly complex and daunting. We are looking to work with government to further simplify this process.”
The organisation is also urging the immediate reinstatement of cottage respite, which was available under the previous legislation but is not currently included in Support at Home.
“The unavailability of cottage respite under Support at Home could lead to unnecessary hospitalisations and premature entry to residential care,” Gear said.
“Older people deserve to be treated with dignity and respect. Although Support at Home enshrines these principles through the Statement of Rights, it is abundantly clear that the program is failing to meet community expectations.”
He said the concerns align with feedback from older people and OPAN advocates, who have reported a significant increase in enquiries and demand for support since the program changes took effect, as well as evidence presented during the Commonwealth Home Support Programme Senate Inquiry.
For information or support regarding aged care, please call the Aged Care Advocacy Line on 1800 700 600 or visit opan.org.au
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