Recent decisions by Sam Rae, the Minister for Aged Care and Seniors, risk repeating the failures of previous programs like Robodebt. Issues in the Aged Care program urgently need solutions that genuinely improve outcomes. As someone directly affected, my goal is to ensure government actions lead to transparent, fair support – and to collaborate toward strengthening the system for all.
As a recipient of the federal Aged Care program, I have seen both benefits and major challenges with Support at Home while living in a retirement village. My frustrations are shared by many Australians, showing the need for policy changes. For example, a 2023 report from the Royal Commission into Aged Care Quality and Safety found that over 30 per cent of home care recipients struggled to understand their entitlements or faced delays in receiving statements and billing. Similarly, a survey by the Older Persons Advocacy Network reported nearly 40 per cent of respondents found provider communication unclear or inconsistent. In 2022, provider representatives visited our village to discuss “support at home,” a government program designed to reduce reliance on care homes.
Identifying the Problem
The federal government’s delay in implementing price caps for at-home aged care, while urging regulators to seek refunds for overcharging, has been called a “burden” and a “total joke” by advocates. This approach leaves many feeling neglected.
The government claims the delay is needed, saying price limits amid “global volatility” could harm older people and providers.
Instead of immediate price limits, the government directed the Aged Care Quality and Safety Commission to penalise providers who overcharge and to require refunds for older consumers.
I have Parkinson’s disease, prostate cancer, and emphysema. Initially placed at level 3, I was later moved to level 7 under the new Home Support program, which uses an algorithm like Robodebt. My assessment was before the new program’s July 1 start. Since then, I was diagnosed with rheumatoid arthritis, heart failure, and carpal tunnel.
Many Support at Home recipients, including my wife and me, have waited up to 6 months for provider statements, raising concerns about package balances. This uncertainty makes the scheme difficult for providers and recipients alike.
My wife, who has a different provider, has also tried for six months to obtain a bill and has not received payment since December 2025
ABC political reporter Evelyn Manfield describes the government’s response to aged care price caps as “a total joke.”
Many recipients have not received a monthly statement since December, and this issue is widespread.
The decision to delay price caps while seeking refunds for overcharging is seen by some advocates as a burden and a joke.
The government claims that delaying price limits during global volatility will prevent poor outcomes for older people and providers. Not a problem: delaying price caps leaves older Australians vulnerable and risks creating another policy disaster like Robodebt.
Next Steps
The government must recognise that its actions directly impact vulnerable people. Failure to deliver clear, timely statements and information creates confusion, anxiety, and the risk of another widespread mishandling similar to Robodebt.
To address these issues, I suggest several steps. First, require providers to issue simple monthly statements, in plain language, showing funding, spending, and balance by a set date. Second, provide an easy-to-understand guide, both online and in print, that explains package coverage and allowable uses. Third, ensure a helpline or in-person support for timely answers about accounts. Lastly, providers should proactively contact clients about changes and updates using their preferred method. These steps would help participants feel informed, secure, and empowered.
I have called my provider many times, but they cannot tell me my balance or when I can use funds for urgent repairs. My wife faces the same with her provider, with no timeline for statements or invoices. These delays seriously affect us. Not knowing our funding could delay urgent services, risking safety or health.
Processes should be clear and predictable. Recipients should receive a simple monthly statement on a set date, including funding, expenses, and the balance. For urgent needs, there should be a way to check the remaining balance online, by phone, or in person.rson. Providers should send invoices promptly, so recipients can plan their care. Transparency helps recipients feel secure and make timely decisions.
This ongoing uncertainty increases seniors’ anxiety, as they seek stability. The situation may force pensioners to use savings or miss necessary care.
Financial instability is tough at any age, but for the elderly, it’s an emotional burden, especially on fixed incomes. The delay in setting price caps for services such as cleaning, transport, and therapy has been criticised as inadequate.
Price caps were set for July to prevent overcharging as providers adjusted to the fee changes introduced in November.
Instead, the government is allowing the Aged Care Quality and Safety Commission to order refunds from providers who overcharge.
- “Refunds, but no price caps for older Australians. Support at Home program price caps, due to start in July, have been deferred indefinitely.”
-
Older Persons Advocacy Network’s Samantha Edmonds said while she understood the government’s reason for the delay, she was concerned it did not give participants the certainty to plan ahead, nor was there any guarantee that price volatility would improve.
-
Centre Alliance MP Rebekha Sharkie said the delay in the price cap amounted to a broken promise (I agree) and warned that many older people would find the refund process cumbersome. “To put the burden on the participant rather than the government having fees capped for providers is fundamentally unfair, (I agree) I think a lot of people won’t even have the capacity to do this,” she said.
-
Shadow Aged Care Minister Anne Ruston also said she welcomed the delay because “providers had been given no detail on the design of the price caps and would have had no way of implementing them on the original timeline,” but noted the government should have made the decision earlier.
Each hasty system change has led to significant mistakes, echoing the failures of Robodebt. Meaningful reform is only possible if policymakers listen to and actively collaborate with those affected. I urge genuine engagement with recipients and frontline workers to avoid repeating history and to develop solutions that protect older Australians.
I want to share some positivity for case workers – thanks for all you do; you are truly special.
My thought for the day
Finding the truth and reporting it is more important than creating a narrative where controversy matters more.
Also by John Lord:
Ongoing political promises continue to attract significant public scrutiny
When do unjust laws demand resistance?
Never a better time than now to build a better society
Keep Independent Journalism Alive – Support The AIMN
Dear Reader,
Since 2013, The Australian Independent Media Network has been a fearless voice for truth, giving public interest journalists a platform to hold power to account. From expert analysis on national and global events to uncovering issues that matter to you, we’re here because of your support.
Running an independent site isn’t cheap, and rising costs mean we need you now more than ever. Your donation – big or small – keeps our servers humming, our writers digging, and our stories free for all.
Join our community of truth-seekers. Please consider donating now via:
PayPal or credit card – just click on the Donate button below
Direct bank transfer: BSB: 062500; A/c no: 10495969
We’ve also set up a GoFundMe as a dedicated reserve fund to help secure the future of our site.
Your support will go directly toward covering essential costs like web hosting renewals and helping us bring new features to life. Every contribution, no matter the size, helps us keep improving and growing.
Thank you for standing with us – we truly couldn’t do this without you.
With gratitude, The AIMN Team
I went through some of this rubbish when my wife was still at home.The people sent out were generally very good, although many lacked experience, but the providers were shifty and not forthcoming on the matters you mention.
Privatisation has generally been a costly disaster for this country, and an abdication of responsibility by governments.Neoliberalism has now been shown to be a total failure, except for bastards raking it in.Inequality anyone?
Sorry about your infirmities John,I know full well where you’re coming from.The’Golden Years’ are often filled with potholes,but with intelligent governance, some could be eliminated.
Correct Harry. Those who have been through it well understand the frustration.
@ John Lord: You appear to be a walking encyclopaedia of medical conditions found in Aged Care. Seems only your brain and literary talents are unaffected.
@ Harry Lime: Neoliberalism has destroyed the Australian way of life with few, if any benefits, for Australian taxpayers.
So sorry John that you are having such a rough trot health wise. I have always enjoyed your contributions to our AIM network and will always associate your name with”for the common good”
I wish you and your wife can access the help you need as soon as possible.
Interesting article John and very timely. Shadow Aged Care Minister Anne Ruston’s comment sums it up: “said she welcomed the delay because “providers had been given no detail on the design of the price caps and would have had no way of implementing them on the original timeline,”. Read on to see what the effect this ‘delay’ has had on me!
I’ve had a Level 4 Home Care Package for some years that for quite some time covered the 21 hours of services per week that I need. Then along came ‘Support at Home’ and my service provider raised their prices by 44% at the beginning of November 2025. Now my ‘Support at Home’ package covers just 8 hours of services of the 21 hours I need each week. For quite a few months now I have paid between $800 & $900 per week, out of my own pocket, with all of the night services and many of the morning services provided by services that I’ve organised myself trying to reduce the cost to me.
I will be interested to see any details regarding refunds, as I’m in line for quite a bit. Then I tell myself – Don’t hold your breath!
The above comments show that the Albanese LABOR government needs to re-organise their financial priorities by removing ”gifts” and rebates etc to fossil fuel exploration and redeploying to Aged Care, with government established price caps set the same way as Unemployment benefits. The providers are making a motza profit for little ”service to the people”, out of all proportion to the real cost of service provision.
Just think what could be done with $369 BILLION presently allocated to the redundant Scummo USUKA sub debacle, the enormous cost of government mercenaries for foreign imperialist adventures to benefit third party states, even the proposed cost of entering the space race.
Perhaps the optimal solution would be to fix up living conditions on Earth in Australia before worrying about establishing afew colonist settlers on the Moon or Mars or other heavenly locations at simply enormous cost.
Important and prescient contribution to aged care, demographics and governance.
We have an ageing population with increasing old age dependency trends till mid century ie. retirees vs working age. Our population is kept younger than peers by modest permanent migration since post WWII years.
Not only is the boomer ‘bomb’ hitting 80 years of age, but in the UK deaths have overtaken births, forever; me thinks by mid century rebalance of the upside down population pyramid.
However, media misrepresents high, but temporary, resident border churn of international students, backpackers etc. as ‘immigrants’, yet like tourists are ‘net financial contributors’ to support budgets for more seniors? What is wrong with that?
However, managing our ageing population and the interests of seniors are hidden or usurped by the US influenced RW MSM ecosystem to dog whistle clean energy and ‘immigrants’.
The latter numbers are ‘snapshot’ and merely a borderline or marginal rounding error of about ~1%, while the media, MPs and insiders vent about ‘immigrants’, but they ignore the far larger permanent cohort, which is ageing…..it’s soon to hit us in the face…..
Thanks Andrew. You are correct. The ageing of society is upon us.