By using our website, you consent to your data being collected and used as outlined in our Privacy Policy.
News and insights
01 April 2026
Tags: News and insights
On 1 November, the new Support at Home program began. Since then, we’ve been working hard to put new systems and statements in place.
This transition has led to a delay in customer statements. We sincerely apologise for the delay and any inconvenience this may have caused.
This month you’ll receive your Support at Home statement showing information about your services, payments and budget based on what we’ve been able to process so far.
Your statement covers November and December 2025, which were the first two months of the Support at Home program. It provides a view of how your funding has been used. As additional services are processed and confirmed, future statements will include more complete information.
Please see below FAQs to help answer commonly asked questions.
Your statement this month shows:
* The maximum amount of unspent funds you can carry into the next quarter is $1000 or 10% of your ongoing quarterly budget (whichever is higher).
Some amounts may change as additional November and December services are added to future statements.
If you need to make a payment, your invoice will clearly show:
If you need help staying on top of your payments, we can support you with a range of payment options such as paying smaller amounts more often, changing how often you pay, delaying payment of an invoice or paying in advance.
At this stage:
When these services are added later, your remaining balance may change.
Some information (such as supplements, committed or rollover funds, care management details, and adjustments from earlier months) isn’t included yet, but will appear in your full monthly statement.
You’ll receive:
Pages 1-2: Tax invoice (if applicable)
From page 3 onwards: Your statement
Click here to download an explainer document to help you understand your invoice and statement.
The Support at Home program required significant system changes, which has taken time to implement. This has led to delays in producing statements and we sincerely apologise for any inconvenience this has caused.
You can find this on Page 1 of your tax invoice, if applicable.
Payment options are on Page 2 of your tax invoice. You can pay by:
If you are already set up for direct debit, you don’t need to do anything. Payment will be taken automatically on the date on your invoice.
A contribution is the amount you may be asked to pay towards the cost of your care under the Support at Home program.
The Australian Government pays some or all of the cost of your services. Depending on your income, assets and the type of service you receive, you may need to contribute a portion of the cost. This contribution is assessed and set by Services Australia.
Once assessed, Services Australia will send you a letter confirming your co‑contribution rate.
Your interim contribution rate or final rate will also appear in your Support at Home Service Agreement.
Services Australia looks at your income and assets and sets a percentage you may need to pay for different types of services. This percentage is applied to the cost of the service you receive.
Support at Home services fall into three categories:
If you’re worried about making a payment or experiencing financial hardship, we encourage you to reach out to us early. We’ll listen and work with you to understand your situation and see what support may be available.
You can read our Hardship Policy at: australianunity.com.au/compliance.
Yes. As systems continue to be finalised, future statements will include additional services and information.
Support at Home uses new service categories. Only the categories relevant to your care plan will appear.
Your funding amount remains the same. Under Support at Home, it will now be displayed in quarterly amounts.
No. You will not be charged twice.
No. Your care and services continue as normal.
No. Any updates will appear on your next statement.
No. Once the updates are complete, your full budget will appear on your statements again.
If you are a customer who transitioned from Home Care Packages (HCP) to Support at Home, by now you should have received your service agreement either via Docusign or post.
Call our Health Concierge on 1300 160 170 or email customercare@australianunity.com.au.