Agreeing to Commonwealth Home Support Program services
Once you have chosen a CHSP provider that best meets your needs, they will provide you with a proposed service agreement for you to consider and develop a care and services plan.
Your service agreement and care and services plan detail who will provide your CHSP services, when they will be delivered and how often and what you will pay.
What’s in a service agreement?
Your service agreement is a contract between you and your CHSP provider. It sets out the terms and conditions of the services you will receive.
It includes:
- your services – the support you will receive
- your contribution – information about what you will pay towards the cost of the service
- your rights and responsibilities – and those of your provider
- the complaints process – if you have concerns.
What should I know before I enter into the agreement?
When you’re happy with the terms of the service agreement, you can ‘enter into an agreement’. This is usually done by signing the agreement to declare that you understand and accept it.
If you can’t sign your agreement because of physical or medical reasons, you can enter into an agreement verbally. Your provider will need to keep a record of the discussion and your agreement. You will then get a copy of the agreement. Your supporter can also get a copy of the agreement.
If you require more than one CHSP service, you may need to use a different provider for each service. For example, if one provider does not offer all the services you need.
If you get services from multiple CHSP providers, you will need a service agreement with each provider.
After entering into an agreement
Once you have entered into a service agreement, your provider must deliver your CHSP services for as long as you need them. This is called ‘continuity of care’. Your service agreement should include detailed information about this.
A provider may stop providing services if you do not meet your responsibilities that are within your control.
If your provider can no longer deliver services for reasons of their own, they must help you to find a new and suitable provider in your area to take over your care.
Learn more about managing your CHSP services.
Can someone help me understand the agreement?
The agreement is a legally binding document, and it’s important you understand what it contains before you agree to it.
It should be written in a way that makes sense to you. You don’t have to sign it straight away.
If you have any questions, ask your provider beforehand. It’s their job to make sure it makes sense to you. You can also ask family, friends, carers or a legal professional for help.
Care and services plans
While your service agreement sets out the terms and conditions of the service you will receive, your care and services plan centres around your needs and choices and details who will provide your CHSP services, when they will be delivered, and how often.
The services you are approved to access are listed in your Support Plan which your aged care assessor completed following your assessment.
Your CHSP services have referral codes which you can use with your local provider.
You and your provider must develop your care and services plan before or on the day you start care from your provider. It includes:
- the goals of your care and how these goals will be met
- how you would prefer your services to be delivered, such as:
- the gender of care workers
- preferred days and times
- cultural preferences.
- the type of services that will be delivered
- when services are delivered and how often
- any extra information or considerations about your care, such as being culturally safe or trauma-informed.
If you have a carer or registered supporter, they can be involved in the development of your care and services plan.
If your needs, goals, preferences, or situation change at a later point, your care and services plan will be updated. You can request changes at any time.