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Emergency management information.
Provide links to existing emergency management guidance relevant to CHSP providers.
Commonwealth Home Support Program (CHSP) 2025–27 Manual (from 1 November 2025) | Australian Government Department of Health, Disability and Ageing
Commonwealth Home Support Program Services (CHSP) – Preparing for an emergency event | Australian Government Department of Health, Disability and Ageing
CHSP services: caring for older people in heatwaves | Australian Government Department of Health, Disability and Ageing
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My Aged Care (MAC) issues – escalation support
Incorrect service availability
Information about the availability of CHSP services is shown differently for each care type, the service subtype availability is shown on the provider profile. The department is aware of an issue which is affecting the display of service availability values which are configured by the provider/system. In these instances, the availability of the service needs to be entered at both the service type level and the underlying sub-type service items. Providers will need to adjust the availability value at both levels to receive CHSP referrals.
Further information and instructions on updating the availability status of services is available on pages 23-24 in the My Aged Care Service and Support Portal User Guide.
Finder Provider tool inconsistencies
The information displayed on the service finder is managed and maintained by service providers themselves, including information about the types, availability and delivery location of the services they provide. It is the responsibility of providers to ensure that the information displayed on My Aged Care is correct and up to date.
The department is aware of providers concerns regarding the limitations of the display of information on the My Aged Care website. Further work is underway to determine if this is a user experience issue or if this is a data driven between points from the ACG Service and Support portal to how the information is displayed on the website.
It is noted that user experience issues could potentially be addressed through clearer communications regarding the use of the My Aged Care portal and a stronger understanding of the terminology used.(ie available vs availability) or as part of future enhancements. The department is currently reviewing these issues in terms of future enhancements. Further advice will be provided by the department.
Referrals outside service delivery areas
CHSP information is displayed under the “Help at Home” tab of the Find a Provider tool which is controlled by filters. Location searches through the Find a Provider tool are matched against an outlet’s service delivery area, which may be different to the outlet address.
If a CHSP provider does not service the area displayed, the organisation will need to update their information.
Provider profile information is maintained through the My Aged Care Service and Support Portal by an individual who has been assigned the administrator role in the organisation. To ensure CHSP providers service delivery area information is accurate, the administrator should review the following information in the My Aged Care Service and Support Portal:
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service delivery area(s) for each of the services to ensure they reflect the areas where the provider deliver services.
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selected suburbs from the ‘List of serviced suburbs’ if the provides does not deliver funded services in that location (e.g. [Deception Bay, Queensland]). Alternatively, use the ‘Remove all’ function to reconfigure your list of suburbs.
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Change ‘service availability’ to unavailable. CHSP providers will also need to update service sub-type availability.
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Deactivate outlets if they are no longer active.
The department has updated user guide material to better support providers to update their service delivery information which can be found on the department’s website at
My Aged Care – Service and Support Portal user guide – Part 1: Administrator functions | Australian Government Department of Health, Disability and Ageing.
Escalate issues to the My Aged Care / MAC technical teams with evidence provided.
The department continues to escalate issues with the My Aged Care Teams to support providers.
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Support at Home vs CHSP confusion
Access to CHSP Group Social Support for clients receiving Support at Home
Support at Home participants who have transitioned from the CHSP may continue to access their pre-existing CHSP social support group through the social support and community engagement service type on an ongoing basis to allow the continuity of social relationships. This only applies to participants attending a pre-existing CHSP social support group service.
New Support at Home participants that have GSS included in their support plan must access this service through their Support at Home provider.
Transport charging arrangements
From CHSP Manual, Effective date 1 Nov 2025
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CHSP clients contribute to the cost of transport services based on the client contribution policy set by the CHSP organisation and the client’s ability to pay and must be agreed between the client and provider.
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Support at Home participants must pay CHSP contribution fees like other CHSP clients. Support at Home participants cannot use their budget to pay the CHSP client contribution.
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Support at Home participants can choose to pay for additional CHSP services out of their quarterly Support at Home budget. The participant must pay for the entire cost of services (known as full cost recovery). Note: CHSP registered providers should only agree to this arrangement if it does not disadvantage CHSP clients.
Support At Home Manual, Effective date 1 Nov 2025
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Support at Home participants pay for their transport services based on costs determined by the provider. Participants should know the cost of the transport service based on the provider’s fees policy and the participant’s ability to pay.
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Where it is not feasible to obtain prices before delivery of a service (i.e. for transport services such as taxis or rideshare), a provider must discuss this with the participant and ensure there is appropriate management of the participant’s budget so an overspend does not occur.
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Direct transport is the supply of a car and driver. Indirect transport is the supply of a voucher for taxi or rideshare services. Transport can be used for group and individual transport services. For group travel, the provider must apportion the cost to each participant. The price of transport excludes the purchase of a vehicle, running costs and licencing. Transport cannot be used for holiday-related travel.
Confusion between Assistive Technology, and Home Modifications, provided through CHSP Support at Home
A current CHSP client can keep using their CHSP services - including equipment and products, and home adjustments - while they wait for ongoing Support at Home funding (including minimum service offers) or AT-HM scheme funding.
Once AT-HM scheme services begin, the individual will no longer be able to access equipment, products, or home adjustments through the CHSP. However, they may continue using their other CHSP services until Support at Home ongoing funding is accepted.
New clients who are waiting for ongoing Support at Home funding or AT-HM scheme funding and were not approved for CHSP services, cannot access equipment and products or home adjustment services through the CHSP.
The AT-HM scheme can only be accessed by older people approved for the Support at Home program. AT-HM scheme gives Support at Home participants funding to access to assistive technology and/or home modifications without needing to save up funds from their individual budgets. Funding tiers for this support apply.
CHSP urgent services pathway is not available for people approved for Support at Home AT-HM scheme and waiting for AT-HM scheme funding.
Review communication gaps where providers are giving advice inconsistent with the CHSP Manual.
Providers with concerns regarding the provision of their funded CHSP services are encouraged to contact their Funding Arrangement Manager in the Community Grants Hub.
The department will be updating the CHSP 2025-27 Manual with further clarification around the Support at Home and CHSP interactions. Information will be available on the department’s website under CHSP Manual.
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Clarification on CHSP access scenarios
CHSP team to help develop or contribute to clear written guidance (with Support at Home colleagues) covering:
The CHSP is an entry level program for older people with low level needs that only require a small number of services. It is not designed for older people with higher needs which should be managed through Support at Home.
If a CHSP client has been reassessed and approved for Support at Home and later declines their Support at Home funding to remain on CHSP, the CHSP services will be delivered within the scope of the CHSP service offer and not necessarily at the clients assessed need under Support at Home.
There are five instances where Support at Home participants (Including participants who have accepted a Minimum Service Offer) can access CHSP services:
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Pre-existing CHSP social support group
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Hoarding and Squalor
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Cottage respite, Community and centre-based respite and Flexible respite
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Emergency access
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Specialised support services (Vision advisory services).
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CHSP Clients offered Full-Service Offer for Support at Home funding
Current CHSP client can keep using their CHSP services while waiting for a Support at Home budget (including minimum service offers) and/or AT-HM scheme.
Once AT-HM scheme services begin, the individual will no longer be able to access equipment, products, or home adjustments through the CHSP. However, they may continue using their other CHSP services until Support at Home ongoing funding is accepted.
CHSP clients who have declined their offer for Support at Home funding, but who have had a change in their situation can request a support plan review. It is important to note that whilst clients may be approved for additional CHSP services, these services will be delivered within scope of the CHSP service offer and not necessarily at the clients assessed need under Support at Home.
We are clarifying the policy on this issue and will provide further advice out of session.
Further information regarding the interaction between the CHSP and Support at Home can be found in the CHSP Manual and SaH Manual.
Kind Regards,
SSD CoP Admin Team
