Support at Home cancellation rules explained: what the 48-hour notice means for older Australians
Older Australians receiving Support at Home services may be charged the full cost of care if they cancel with less than two business days’ notice. The 48-hour rule aims to protect providers but raises concerns about fairness and flexibility for people managing unpredictable health changes.
New rules under the incoming Support at Home program mean older Australians could be charged the full cost of a service if they cancel with less than two business days’ notice or fail to attend a scheduled appointment.
The changes, introduced as part of the new Aged Care Act, apply to all home-based care and support services – including nursing, personal care, transport, and home maintenance. The aim is to give providers greater clarity and consistency in how cancellations are managed.
Why 48 hours’ notice is required
The 48-hour rule was designed to help home care providers manage staff rosters, transport schedules, and resource allocation. When appointments are cancelled at the last minute, it can leave providers unable to redeploy staff or recover costs for time already booked.
Providers argue the notice period protects both their business and their workforce, many of whom rely on predictable hours and income. Without clear cancellation rules, services risk further instability in a sector already facing workforce shortages and rising demand.
Concerns about fairness for consumers
Some advocates for older Australians say the two-day window may be unrealistic, especially for people managing chronic illness or sudden health changes. Hospital admissions, carer unavailability, or unexpected medical appointments can all occur with little warning.
Under the new guidelines, consumers may be asked to provide evidence such as hospital documentation to avoid being charged for a late cancellation. For some, particularly those recovering from illness or experiencing cognitive decline, this process could be difficult to navigate.
Calls for more flexibility
Stakeholders across the aged care sector have raised the possibility of shortening the notice period to 24 hours, or allowing extra time for consumers to provide documentation before charges apply.
Advocates suggest that introducing a short grace period could reduce administrative burden for both providers and consumers and ensure fairness in cases where cancellations are beyond an older person’s control.
Others note that greater coordination between providers and hospitals could help minimize disputes – for example, if hospitals automatically provided proof of admission for clients receiving Support at Home services.
Balancing fairness and sustainability
Finding the right balance remains a challenge. The 48-hour rule supports workforce stability and financial certainty for providers, but risks penalising consumers facing unpredictable health events.
As the Support at Home program continues to take shape ahead of its national rollout, industry groups and consumer advocates are calling for clearer communication, consistent application of rules, and compassionate flexibility where needed.
Older Australians and their families who want to understand what services are available under Support at Home can learn more and find Support at Home providers on Aged Care Guide.
