In-home aged care payment platform survey

Aged care worker and older lady working on a computer

In designing the new in-home aged care program, the Department of Health and Aged Care has explored the option of a payment platform to support older Australians to plan, self-manage and move easily between providers.

In September 2022, we ran an online survey, which was completed by 248 providers who deliver Home Care Packages (HCP) and the Commonwealth Home Support Programme (CHSP).

Input was received from providers’ operations, service delivery, accounting and finance teams. Their responses provided key insights into current processes and identified important features for any future payment arrangements.

What we heard

Provider systems – There is a wide range of internal systems used by providers to manage care recipient and service delivery information. There is no industry-wide preference for any particular system or software.

Booking and rostering – Booking services are linked to each provider’s requirements for rostering and staffing management, making online bookings by consumers difficult. Some providers may have their own online booking options that could be made available.

Service delivery data – The department would require visibility of each individual service delivered to each care recipient under the proposed Support at Home program, and 92% of providers said they do store and have this data available. While the majority of current providers’ systems allow data to be updated and available in real time, most providers prefer to submit data monthly.

Invoicing – When asked what features a new government invoicing platform should have, the most common response was that any new system should integrate with an organisation’s current system. It would be difficult for many providers to take up a new system because their existing systems are rooted in how their business operates.

Payments - For 72% of respondents, payment of subsidies from Services Australia were received within 5 business days. Grant funding payments are independent of the submission of service data on DEX. The most popular methods reported for collecting client contribution are direct debit and credit/debit card or cheque.

Areas of concern:

Some of the key areas of concern for providers were:

  • enhancing integrations with current government portals
  • the impact of subcontracting and brokered services on invoices and payments
  • the perceived need to increase administrative staff to help manage the service delivery data requirements
  • poor uptake by care recipients of the digital offerings.

What we’re doing

We have heard your concerns and feedback. The department is now considering how existing systems could be enhanced to facilitate payments under in-home aged care reforms, without the need for a new payment platform.

We will continue to consult and collaborate with the people who access and deliver in-home aged care as this work progresses.

As the new program develops, we will regularly update the Reforming in-home aged care webpage, which includes:

  • all upcoming events through the consultation calendar such as consultation activities and webinars,
  • provider factsheets to assist with preparation for the new program.

If you have any questions about this survey or other engagement opportunities, please email

Let's change aged care, together

Every Australian should feel confident about accessing high quality and safe aged care, when and where they need it.

The changes mean older Australians will have greater choice and control, services that respect and meet their needs, and support to stay independent as they age.

To find out more and help design the changes, visit the Get Involved page or call 1800 318 209.

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The Department of Health and Aged Care acknowledges the traditional owners of country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to elders both past and present.