Our Commitment to the New Aged Care Act and Strengthened Quality Standards

Putting People First – Our Commitment to Quality Aged Care

Introduction to SCC's Approach

Growing Communities Through Care That Matters

At Southern Cross Care, we are committed to grow communities where best lives are lived – and that means delivering care that is not only safe, kind and effective, but grounded in dignity and choice.

The Australian Government’s new Aged Care Act and the Strengthened Aged Care Quality Standards are designed to improve outcomes for older Australians. We welcome these reforms, and our services are now aligned with the new requirements.

A key part of these changes is the introduction of the Support at Home program – a reformed home care model designed to help older Australians live with support at home for longer. The program has replaced the Home Care Packages (HCP) and Short-Term Restorative Care (STRC) programs, and the Commonwealth Home Support Programme (CHSP) will transition no earlier than 1 July 2027. These reforms aim to streamline in-home care services, provide fairer access, and deliver more personalised support tailored to individual needs.

We see this as an opportunity to further embed our mission and values in how we serve residents, clients, and families — with a focus on transparency, continuous improvement, and person-centred care.

We will continue to update this page with useful links and resources as more information becomes available.

Key Focus Areas

What’s Changing and What It Means for You

Empowering individuals to make informed choices about their care and wellbeing.

The new Act includes a clear Statement of Rights for people receiving aged care.

The Strengthened Standards build on current expectations with clearer actions for providers.

A renewed focus on supporting staff to provide care that reflects values of dignity and respect.

Aged care providers will register every three years, meeting stricter requirements and proving ongoing suitability, replacing accreditation and unannounced visits.

Key Documents & Resources

Learn More About the Changes

We’ve gathered useful information and official resources to help you understand the reforms and what they mean for residents, clients and families.

About the Aged Care Act
Learn about the key changes and goals of the new Aged Care Act, designed to better protect and support older Australians.
Strengthened Quality Standards
Discover how the new Strengthened Quality Standards will lift the quality of aged care services and ensure safer, better care.
About the Statement of Rights
Understand the new Statement of Rights, which clearly sets out the rights of older people receiving aged care services.
New Single Pathway for Assessments
Find out how a new single assessment system will make accessing aged care services simpler and more consistent.
Support At Home Pricing Changes
Learn about upcoming changes to Support at Home pricing and what they mean for the cost of in-home aged care services.

FAQs

About the New Aged Care Act (commencing 1 November 2025)

The new Aged Care Act 2024 came into effect on 1 November 2025, marking the most significant reform of Australia’s aged care system in decades. It introduces a rights-based approach that places older people at the centre of every decision about their care and wellbeing.

At Southern Cross Care, we have been preparing for this transition for some time and remain committed to ensuring every resident, client and family understands what this means and how it supports our shared goal of helping people live their best lives.

The new Act is one of the key outcomes of the Royal Commission into Aged Care Quality and Safety. It aims to create a system that is safer, fairer and more respectful, recognising the dignity, rights and individuality of every older Australian.

From 1 November 2025, everyone receiving aged care services has a clearly defined Statement of Rights. You can expect:

Dignity, respect and cultural safety in every aspect of care
Choice and control over your daily life and care preferences
Transparency about fees, services and quality standards
Access to complaints processes that are clear and supportive

For us as a provider, this strengthens what we already value, person-centred, mission-led care where every person is known and loved.

While many day-to-day experiences remain familiar, several key updates will come into effect:

A new provider registration and regulation system focused on quality and accountability
A stronger focus on human rights and individual choice in all care settings
The introduction of the Support at Home program, streamlining existing Home Care Packages and services
A single, simplified entry and assessment pathway through My Aged Care
New obligations for providers to demonstrate cultural safety and inclusion

No action is required. We’ll contact you directly if any updates to your service agreement are needed and provide clear information about your rights under the new Act. Our goal is to make this transition simple, transparent and fully supported.

We actively prepared through:

Staff training and leadership development aligned with the new rights-based framework
Reviewing all care and service agreements to ensure compliance
Strengthening governance, feedback and reporting systems
Continuing to live out our vision of growing communities where best lives are lived, through compassionate service and continuous improvement

Your feedback helps us improve. You can raise a concern or provide feedback directly to your local service team or through our feedback channels.

Under the new Act, these protections will be further strengthened, with clearer processes and greater accountability for all providers.

You can also contact the Aged Care Quality and Safety Commission or the Older Persons Advocacy Network (OPAN) for independent support at any time.

Australian Government – New Aged Care Act Overview: https://health.gov.au/aged-care-act
My Aged Care – Updates for older Australians: https://myagedcare.gov.au
Aged Care Quality and Safety Commission: https://agedcarequality.gov.au
Older Persons Advocacy Network (OPAN): https://opan.org.au

Or contact your local Southern Cross Care service to discuss what the new Act means for you and your family.

About Higher Everyday Living Fee (HELF)

As part of the new aged care reforms, the Australian Government introduced the Higher Everyday Living Fee (HELF) from 1 November 2025 for new residents entering aged care. HELF provides more choice and transparency around the lifestyle and comfort services residents wish to enjoy, in addition to standard care and accommodation.

HELF applies to new residents entering Southern Cross Care homes on or after 1 November 2025.

If you are an existing resident, your current care and service arrangements continue unchanged until 1 November 2026. Before that date, we’ll work closely with you and your family to explain your options and any updates.

HELF can include access to enhanced food and beverage options, Wi-Fi, social outings, entertainment, and other lifestyle amenities that go beyond the standard care and accommodation services. The exact inclusions vary by location, and each of our homes offers tailored HELF packages. These can be found on each home’s page for download.

HELF is optional and based on the lifestyle and comfort choices you make. Existing residents with Additional Service agreements may already receive similar inclusions. Our team will work with you to explain your options before any changes take effect.

About Support at Home

The Support at Home program, introduced on 1 November 2025, replaces the former Home Care Package (HCP) system. It offers greater flexibility, transparency and choice to help older Australians live independently at home for longer.

Support at Home provides three main types of assistance:

Clinical Care – nursing, allied health, wound care, nutrition support and care management.
Independence – personal care, mobility assistance, companionship, in-home therapy and respite.
Everyday Living – cleaning, laundry, meal preparation, home maintenance and transport.

You can request an assessment through My Aged Care by calling 1800 200 422.

The new program will make it easier for older Australians to access and manage the services they need to stay independent at home. It will offer:

A single assessment and entry process
Greater flexibility to adjust services as needs change
More transparency around funding and provider costs
Quarterly budgets will replace daily subsidies, providing more predictability and flexibility when planning care

No action is required. If you currently receive services under a Home Care Package or CHSP, you will continue receiving the same support until the new program begins. We will contact you directly before the transition to explain what the changes mean and help you understand your new options.

Under Support at Home, the Government covers most care costs, but you may be required to contribute depending on your income and assets. Services Australia determines individual contribution rates.

If you were already approved for a Home Care Package (HCP) or eligible on or before 12 September 2024, the “no worse off” guarantee applies.

For those approved after 12 September 2024, your contribution is determined by Services Australia based on your individual financial circumstances.

Standard Participant Contribution Rates (Effective 1 November 2025):

Age Pension Status	Clinical Care	Independence Services	Everyday Living Services
Full Pensioner	0%	5%	17.5%
Part Pensioner & Commonwealth Seniors Health Card	0%	5%–50% (income/assets)	17.5%–80% (income/assets)
Self-Funded Retiree	0%	50%	80%

Note: Contribution rates for Independence and Everyday Living services are determined by individual income and asset assessments.

Contact Us

Need More Information?

If you have any questions about how these changes may affect you or your loved one, we’re here to help. Please email quality@sccqld.com.au for more information.

To view our whistleblower policy, please click on the link below.

Our Whistleblower policy