FAQs

Frequently Asked Questions

What is Home Care?

  • Stay where you’re happiest.

    Home Care provides the personalised support with daily tasks, personal care and social connection, you or your loved one needs to continue living safely and independently at home. It’s more than just assistance; it’s about enhancing your quality of life while maintaining the comfort and dignity of your own space.

  • What if I need support while waiting for a Home Care service allocation?

    Support at Home funding is approved based on a priority system. Individuals who require more immediate care and support will usually be approved first. Navigating the wait for government-funded services can be challenging, but you don’t have to manage alone. Boandik offers flexible private home care to ensure you or your loved one receives essential support immediately. 

    Whether you need a hand with daily tasks or more specialised care, our local experts are here to bridge the gap and guide you through every step of the process.

  • Can I switch providers?

    Yes. Making the move to a provider that truly understands your needs is easier than you think. Follow these three steps to transition your care seamlessly: 

    1. Update My Aged Care
    Contact My Aged Care at 1800 200 422 to request a provider change. Be sure to keep your referral code handy, then reach out to us to discuss your goals. 

    2. Notify Your Current Provider
    Inform your current provider of your intent to transfer to Boandik. Together, you will set an official end date for your current services.

    3. Confirm Your Start Date
    Once your end date is set, our team handles the rest. We’ll coordinate your start date to ensure a smooth, stress-free transition with no interruptions to your support.

  • Managing your appointments - cancellations or rescheduling

    We understand that plans can change. To cancel a scheduled service without incurring a fee, please provide at least 24 hours’ notice. To ensure we can reassign your support worker, notifications must be received before midday one business day prior to your visit. Weekends and public holidays are not considered business days.

  • Cancellation Fees & No-Shows

    Under Support at Home guidelines, services cancelled with less than two business days' notice, including ‘no-shows’ may still be charged in full. This includes any applicable customer contributions.

  • Reasonable Grounds

    If an emergency prevented you from providing notice, you may be eligible for a fee waiver. In these instances, we require written evidence for review to determine if a charge can be avoided.

Commonwealth Home Support Program (CHSP)

  • Understanding CHSP Costs?

    When it comes to the Commonwealth Home Support Program (CHSP), the Government subsidises the majority of the cost, but participants are expected to pay a contribution towards their services if they can afford to do so. These contributions ensure that more people in the community can access essential support.  Receiving CHSP services will not affect your Age Pension.

  • What services are available through Boandik?

    Services that Boandik can provide may include help with household tasks, transport, social support groups, shopping/appointment support and basic lawn mowing.

    Social Support Groups offered at Boandik include Ascot Club for the ladies and Men’s group where participants can socialise, connect and build friendships in a relaxed and supportive environment.

    It may include visits to places of local interest, exploring the regions attractions, special interest activities and listening to guest speakers or music performances.

  • How do I get started with the Commonwealth Home Support Program?

    Getting started is easy. You can:  

    • Call My Aged Care on 1800 200 422 to request an assessment for the Commonwealth Home Support Program (CHSP) 
    • Ask your current service provider (if you have one) to make a referral on your behalf 
    • Or get in touch with us on (08) 8724 1251 to chat about your options and the supports that might suit you.

Support at Home

  • What is Support at Home?

    The Support at Home program was introduced in November 2025 and replaced the Home Care Packages program. It provides ongoing care and support through a quarterly budget that is linked to your Support at Home classification level, which is set through your aged care assessment. Your support plan records the services you are approved for, and you may make a participant contribution based on your income and assets.

  • How much will it cost?

    At Boandik, we offer competitive pricing designed to help your Support at Home funding go further. By maintaining affordable rates, we ensure you can access a higher volume of quality care and get the absolute most out of your allocated budget. 

    Because your care plan is tailored specifically to you, the fees you pay are personalised and vary depending on the individual services you receive.  

    Your contributions work alongside your government funding to cover the total cost of your care, ensuring a sustainable and high standard of support. 

    The specific amount you pay is determined by the categories of care you have been approved for and are assessed by Services Australia based on your income and assets (a means test). 

     For instance, Clinical Care services are typically fully funded, whereas Independence services involve a partial contribution. For Everyday Living services, the costs are mostly self-funded.  

    Age Pension Status Independence Supports Everyday Living
    Full Pensioner 5% contribution 17.5% contribution
    Part Pensioner /
    Health Card Holder    		 5% – 50% 17.5% – 80%
    Self-Funded Retiree 50% contribution 80% contribution

    Support at Home Pricing

  • What if my needs change?

    If your needs change you can request a reassessment for either yourself or a loved one through My Aged Care at any time. You don’t need to wait until your next review.

  • Will the same support worker visit me each time?

    We endeavour to place the same support worker with you each time, although sometimes due to staff leave or sickness, it is not always possible.

  • Tailoring your Support at Home program

    Under the new Support at Home program (formerly Home Care Packages), your specific classification determines the level of funding and services available to you. These supports are designed to align with your personal goals and lifestyle, ensuring you receive the exact help you need to remain comfortable in your own space. 

    When you join Boandik, the process begins with a visit from your Care Partner. They will take the time to learn about your unique routine and what you hope to achieve. Based on your approved My Aged Care assessment, we work together to co-design a custom Care Plan that brings together a specialised team. 

    This collaborative plan focuses on maintaining your independence by coordinating services like personal care, clinical support, and home maintenance. By selecting the right mix of professional help, we ensure you have a clear path to reaching your goals while staying safe and supported at home. 

  • Managing your Support at Home budget

    Under the new program, your total funding is allocated into a quarterly budget managed securely by Services Australia. This arrangement simplifies the process for you, as there is no need to handle complex expense management or hold the funds yourself. 

    Your Boandik Care Partner will collaborate with you to determine the most effective way to distribute this budget across your approved services. To keep you fully informed, you will receive an itemised monthly statement detailing your spending, any personal contributions made, and your remaining balance. 

    If you don't use your entire budget within a three-month period, you won't necessarily lose it. Unused funds - up to $1,000 or 10% of your budget, whichever is higher, can be rolled over into the next quarter, providing you with extra flexibility for your future care needs.

  • Care Management Services

    If you are approved for ongoing services within classifications 1 through 8 of the Support at Home program, 10% of your quarterly budget is dedicated to care management. These funds are held by Services Australia to ensure professional oversight of your support plan. 

    This amount guarantees that your services remain perfectly aligned with your evolving needs. Care management include care planning, service planning and management, monitoring, review and evaluation, support and education.

  • Applying for Support at Home

    To begin your journey, contact My Aged Care to create your personal profile and schedule an in-home assessment. During this visit, an assessor will discuss your needs and determine your eligibility for the Support at Home program. 

    Once your assessment is complete, you will be notified of your results and placed in the queue for funding. As soon as your funding is assigned, you can contact the team at Boandik to start coordinating your personalised services and care team.

  • Financial Hardship Support

    If you find yourself unable to afford your Support at Home contributions, you may be eligible for financial hardship assistance through Services Australia. If your application is approved, the government will cover some or all of your aged care fees to ensure you continue receiving the support you need. 

    To begin this process, you must submit an ‘Aged Care Claim for Financial Hardship Assistance’ form (SA462) to Services Australia. Their team will review your eligibility by looking at several factors, including your realisable assets, any previous means assessments, and whether you meet specific gifting rules. 

    Once these initial eligibility requirements are confirmed, Services Australia will conduct an assessment of your income and essential expenses. This thorough review helps determine the level of financial assistance required to make your aged care services affordable and sustainable.