Marco, 60, watched his mum Elsie, 88, push a provider letter across the kitchen table in Newcastle. "You deal with it, love, it's all gobbledygook to me." Elsie is sharp as a tack about who she wants in her house and what she'll spend. It's the paperwork that defeats her. Marco is happy to take it on, but isn't sure what he's allowed to do.
Marco's story is an illustrative scenario, created to show how Support at Home works in practice. It is not a real client testimonial.
It's a common situation: a parent who's entirely capable of making decisions but wants a trusted person handling the machinery. The rules allow more than most families realise.
Acting with your parent vs acting for them
Acting with your mum means she remains the decision-maker while you do the legwork: reading the letters, joining calls, tracking the budget. All it needs is her consent.
Acting for your mum means making decisions on her behalf. It involves formal arrangements, and is generally only relevant when someone can no longer decide for themselves. It's easy to reach for authority you don't need, and sideline a parent who's perfectly able to choose.
Supporter arrangements under the new Act
The new Aged Care Act, which commenced on 1 November 2025, includes registered supporter arrangements: an older person can formally nominate someone to act with or, where needed, for them. It centres the older person's will and preferences, not the family's.
Registering is handled through My Aged Care. If Elsie wants Marco formally in the loop, able to speak with My Aged Care and receive communications, they call 1800 200 422 together and ask how to set it up.
What a family login covers day to day
For the everyday running of a care plan you often don't need formal authority at all. Your mum agrees for you to have your own login; she sees her plan and her workers on her screen. A named care contact and a named finance contact answer your questions the same day, without Elsie relaying anything. See how it fits together on our for families page.
Handle the paperwork for your parent; make the choices with them. Elsie doesn't need to read the claims file, but which worker comes on Tuesdays, and whether the gardening moves to fortnightly, are her calls.
Keeping your parent in the driver's seat
Under self-managed Support at Home, control is shared. Your mum chooses her workers and services; you watch the budget and the admin; the registered provider handles claiming and compliance. If you're unsure what fits your family, talk to us and check with My Aged Care (1800 200 422).