Concerns about the design and implementation of the Federal Government’s Support at Home program are intensifying, with more than 300 providers warning the reforms are placing growing pressure on access, system performance and long-term sector viability.
New findings released by Enkindle Consulting as part of its 2026 Home Care Provider Outlook Survey reveal widespread frustration among providers navigating the transition to the new model, with many arguing the problems extend beyond early implementation challenges.
The findings, published in Part 2 of the survey series titled Support at Home Transition Experience, come as the Senate Inquiry into Support at Home begins accepting submissions ahead of the 31 July deadline.
Drawing on responses from more than 300 providers nationwide, the report captures early experiences following the rollout of Support at Home and highlights mounting concerns across administration, funding, assessments and technology systems.
Enkindle Consulting Director Jennene Buckley said providers were increasingly questioning the underlying design of the program.
“What we’re hearing from providers is that this isn’t just teething problems. There are fundamental concerns with how the model has been designed,” Ms Buckley said.
“This is an important moment for the sector to reflect on what is working, and what may need to change at a design level.”
Providers described the system as overly complex, citing difficult business rules, unstable government and provider IT systems, and ongoing claiming and reconciliation issues. Many reported relying on manual workarounds to meet compliance requirements.
Administrative workloads have also increased significantly, with providers pointing to new obligations around documentation, evidence capture and reporting that are driving up costs and affecting productivity and service delivery.
Care management funding emerged as another major concern, with providers arguing the current 10 per cent cap does not reflect the level of work required under the new Aged Care Act, particularly during onboarding and for clients with higher support needs.
Ms Buckley said the impacts were now being felt directly by older Australians.
“Older people are telling us they don’t understand the changes, they’re uncertain about what they need to pay, and that is influencing the services they choose to accept.”
According to the survey, more than 90 per cent of providers reported clients were reducing or refusing services under the new arrangements, while up to 20 per cent of new referrals were not proceeding with Support at Home.
Providers also raised concerns about delays within the Single Assessment System, including extended wait times, reliance on virtual assessments and assessment outcomes that did not always align with client needs.
The report warns that the cumulative effect of these issues is placing pressure on provider capacity, productivity and long-term sustainability.
“What this demonstrates is the critical need for government to listen to the experiences of providers and consumers and work alongside the sector to fix the parts of the system that are failing older people and the viability of aged care providers,” Ms Buckley added.
“With the Senate Inquiry now underway, it’s essential that these real-world experiences inform the next phase of reform and decision-making.”
The 2026 Home Care Provider Outlook Survey is being released as a five-part series throughout May and June 2026, covering provider outlook, Support at Home transition experiences, the transition to the Aged Care Act 2024, CHSP readiness and technology capability.
