Terms of service

These terms summarise our Support at Home Service Agreement. They are written to be readable, not to replace the Agreement. If anything here differs from your signed Agreement, the Agreement applies. Ask your Care Partner for a copy at any time, or call 1300 677 174.

Current version: Service Agreement V1.5, 1 August 2026.

Who the agreement is between

The Agreement is between you (the participant) and Partner with Care, ABN 74 673 465 337, as your registered Support at Home provider. Where a local service partner or contractor delivers a service, they do so under our registration and must meet the same legal and program requirements as our own staff.

You may nominate a representative, such as a family member, friend or advocate, to communicate with us, make decisions, give feedback or complain on your behalf.

Eligibility and Access Approval

You must hold a valid Access Approval issued under the Aged Care Act to receive funded Support at Home services. A copy forms part of your Agreement unless you are a transitional home care package client.

If your Access Approval is revoked, varied or expires, tell us immediately. We may need to suspend, change or end services to comply with the Aged Care Act.

Your Support Plan, Care Plan and Budget

Your Support Plan comes from the Government following an assessment. It sets your classification, the services you may receive and the quarterly funds available to you.

Your Care Plan is built with you, and with your family or advocate if you want them involved. It is reviewed at least once a year, and whenever your needs or goals change. You get a copy as soon as practicable, and an updated copy whenever it changes. Both your Care Plan and Budget are visible in the Lookout platform.

Your Budget may only be used for services in your Care Plan that are permitted under the Aged Care Act.

What we can decline

We can refuse to provide a service if we assess it as unsafe or outside our scope of practice, if it is unavailable or we cannot secure a suitable partner, or if its cost exceeds the funds in your Budget.

We are not a medical service. If our personnel are present during a medical emergency, ambulance support will be called and you are responsible for ambulance and treatment costs. For urgent care, contact your GP or dial 000.

Fees, contributions and payment

Care management is 10% of your monthly Support at Home package. Package management fees were removed under the Support at Home model from 1 November 2025.

The Government sets the minimum and maximum you may contribute and assesses your rate when you start. Keep your income and asset details current with Services Australia, because they affect what you pay. Some items, such as meal ingredients, are excluded and you pay for those yourself.

Fees are billed quarterly in advance. You receive monthly statements grouped quarterly, in the format you prefer, and can view your budget in the Lookout app at any time. Payments can be deducted through Centrelink, or by another arrangement if you are not a Centrelink customer.

Fees are reviewed annually. We will notify you at least 14 days before any change. From 1 July 2026, government price caps apply to most services on the Support at Home service list; where a cap applies we cannot charge above it or add fees on top.

If you arrange a service yourself without consulting us, and it is not in your Care Plan and Budget, you are responsible for its cost and we are not obliged to reimburse you.

If you are struggling to pay, tell us early. Before suspending services for non-payment we must hold a documented discussion with you, make every reasonable effort to resolve it, and document those conversations. You may apply to Services Australia for a financial hardship supplement.

Scheduling and cancellations

We build a service schedule with you from your Care Plan. Services occasionally need rescheduling, for example when staff are unavailable, and we will find an alternative time with you.

You need to be home at the agreed time unless we have agreed otherwise. To change or cancel, give us at least 24 hours' notice. Charges may still apply for late cancellations unless you had reasonable grounds, such as a hospital admission, and can provide supporting evidence.

Tell us promptly about anything affecting safe delivery, whether that relates to your home, your health, or the service itself.

Changing or ending services

You can end the Agreement at any time with written notice, including if you move somewhere we do not operate. You can also withdraw within 14 calendar days of signing if no services have been delivered, in which case the Agreement is void and any payments are refunded in full. To pause or review, give your Care Partner at least 14 calendar days' written notice.

Be aware that if no services are delivered for four consecutive quarters, your Support at Home funding is reduced to zero and reallocated.

We may suspend or end services where you can no longer be safely cared for at home with our resources, where another type of funded care suits you better, where staff safety is at risk, where fees within your control go unpaid without an alternative arrangement, or where we hold serious concerns about your health, safety or wellbeing. We give at least 14 days' written notice explaining the reason, the effective date, and how to complain.

When the Agreement ends you return any equipment or property we provided, we issue a final statement under the Aged Care Act, and unspent home care package funds are reconciled and managed under that Act. Clauses covering payments, privacy and the consequences of termination continue to apply.

Contractors and workers you choose

You can request contractors of your choice for certain services, such as lawn mowing, but you need our permission first. Every contractor must meet the same legal and program requirements as our staff. We may require you to stop using a provider if we have concerns about their service or their ability to meet the Aged Care Act.

Your home and equipment

We take reasonable steps to avoid damaging your home beyond fair wear and tear, though some damage can occur because of the existing condition of a property.

If you are assessed as needing aids or equipment you may use package funds to buy, hire, maintain or repair them where funds allow and the Aged Care Act permits. You choose the equipment and are responsible for maintaining it. Faulty equipment is a matter for the supplier. We are not responsible for faults, damage or injury caused by third-party equipment. Loaned or hired equipment must be returned when no longer needed or when services end.

GST

Most services are GST-free because they are government funded. Services you pay for outside your Support at Home funding may attract GST depending on their type.

Your rights

The Statement of Rights under the Aged Care Act forms part of your Agreement. Our Code of Conduct requires all staff to respect your right to self-determination, treat you with dignity, respect your privacy, act with honesty and integrity, and deliver care free from violence, discrimination, exploitation, neglect, abuse and sexual misconduct.

You can join a Consumer Advisory Body under the Aged Care Act. Ask us how.

You can request documentation about your care in your preferred language, and we will arrange translation where reasonably practicable. Interpreters, bilingual staff and simplified explanations are available on request at any time.

Feedback and complaints

You can raise a complaint about any part of your service, including work done by our contractors, without fear of reprisal or any adverse effect on your care. Call 1300 677 174 or email hello@pwcare.com.au. We aim to acknowledge within two business days.

You do not have to come to us first. The Aged Care Quality and Safety Commission takes complaints from anyone at any time on 1800 951 822. Free, confidential advocacy is available from the Older Persons Advocacy Network on 1800 700 600.

Full detail is on our complaints and feedback page.

Privacy

By entering the Agreement you consent to us collecting, using and sharing your personal and health information with the people involved in your care, including our staff and contractors, your GP and specialists, My Aged Care, hospitals and allied health providers.

We use technology, including artificial intelligence, and offshore support staff who work within our own monitored systems. You can access, correct or update your information, and withdraw consent at any time, though that may affect our ability to provide care.

We may use photographs or video from services or community events for educational, promotional or social media purposes. Tell us at any time if you would rather not be included, or to withdraw consent.

See our privacy policy for how we handle information collected through this website.

Changes to these terms

We review the Agreement at least once a year and whenever you ask. For minor administrative changes that do not affect your rights, the services you receive or the prices charged, we notify you by letter rather than issuing a new Agreement. You can request more information about any change and object in writing within 14 days. Where you object we will discuss it with you, or treat the change as not applying to you so far as the law allows.

Governing law

This Agreement is governed by the laws of Victoria, Australia. You and Partner with Care submit to the non-exclusive jurisdiction of the courts of Victoria.

Nothing in these terms or the Agreement excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or the Aged Care Act that cannot lawfully be excluded.

Questions

Call 1300 677 174 or email hello@pwcare.com.au. Postal address: Tenancy 5, Level 1/15 Vaughan St, Essendon Fields VIC 3041, or 60 Ware Street, Fairfield NSW 2165.