Support at Home is the Australian Government's aged care program that helps you live safely and independently in your own home for as long as possible. It provides personalised care and practical help - from personal care, cleaning, and transport to nursing, allied health, and home modifications. It replaces Home Care Packages from 1 November 2025.

It’s a list of legal of rights that all individuals receiving aged care will have. 

It tells you what you can expect from your care - like being treated with dignity, being listened to, and feeling safe.

The Statement of Rights aims to put you at the centre of your own care. You will have rights to: 

• Make decisions about your own life and about the services you receive and who provides them. 
• Be treated with dignity and respect. 
• Have services delivered by workers with the right training, skills and experience. 
• Have your decisions not only accepted, but respected. 
• Access information about your care and services in a way that suits your needs. 
• Communicate your wishes, needs and preferences. 
• Get the right kind of care you need, when you need it. This includes palliative and end-of-life care. 
• Feel safe. 
• Have your unique culture and identity respected. 
• Have your personal information and privacy protected. 
• Stay connected with the people who are important to you, your community and your pets. 
• Give feedback on your care without fear of being punished or treated unfairly. 

You can visit: www.health.gov.au/aged-care-reforms 

Resources for older people, their families and carers: New Aged Care Act resources for older people, their families and carers | Australian Government Department of Health, Disability and Ageing  

Or contact our office and we can provide you a copy of the Statement of Rights and related fact sheets. 

You have the right to speak up. You can talk to your provider, make a complaint, or contact the Aged Care Quality and Safety Commission for help by calling 1800 951 822. If you ever need support to make a complaint or find information, you can also call the Older Persons Advocacy Network (OPAN) on 1800 700 600. 

You may be eligible if you:

• Are 65 years or older (or 50+ for Aboriginal or Torres Strait Islander peoples)
• Are an Australian citizen or permanent resident
• Live at home and need help with daily activities or health management
• Have been assessed by My Aged Care as eligible for in-home aged care support

First, you need a My Aged Care assessment. You can apply online at myagedcare.gov.au or call 1800 200 422. All you need is your Medicare card. Call our friendly team on (03) 7065 9411 and we'll guide you through the entire process.

We offer a wide range of support tailored to your needs:

• Personal care: Bathing, dressing, grooming, continence support 
• Domestic assistance: Cleaning, laundry, meal preparation 
• Transport & social support: Medical appointments, shopping, social activities 
• Health & clinical care: Nursing, physiotherapy, occupational therapy, podiatry 
• Home safety: Gardening, minor maintenance, modifications 
• Care coordination: Your dedicated Care Partner plans and manages all your services. Your Care Partner is your main contact at AVWA. They coordinate all your services, help with care planning, check in regularly, and adjust your support as your needs change.  

Under Support at Home, your budget is managed quarterly. You'll receive regular monthly statement showing services used and budget spent, so you always know where you stand. You have choice and control over how your funding is used. Call our friendly team on (03) 7065 9411 and we can answer all your questions. 

Your services continue while the system transitions to Support at Home. We'll guide you through any changes to your funding or care plan. You'll stay informed every step of the way, and your care continues without disruption. Call our friendly team on (03) 7065 9411 and we'll explain the changes.

Yes, we'll coordinate the transition with your current provider to ensure your services continue smoothly. Many of our clients have switched to us, and we make the process as seamless as possible. Call our friendly team on (03) 7065 9411 to make the change.

Yes, and we encourage your chosen family to be involved. Family members, friends, or carers are welcome at appointments, assessments, and care planning meetings. Having someone you trust there can make everything easier, and care works best when everyone's included.

That's normal and expected. We check in regularly and adjust your care plan as your needs change. You always have the flexibility to adapt your services. Call our friendly team on (03) 7065 9411 to make the change.

AVWA meets all national Aged Care Quality Standards. We're a registered aged care provider, and our services are regularly audited to ensure safety and quality. Our care workers are trained, police-checked, and experienced in working with CALD communities.

We welcome everyone. While we're proud of our Vietnamese heritage and community roots, we support seniors from many backgrounds. We are proud to service all people who want culturally sensitive care, we work hard to understand your traditions, family, routines, and what is important to you.

We take feedback seriously. If something isn't right, call your Care Partner or our friendly team on (03) 7065 9411. We'll listen, investigate, and work with you to resolve any concerns quickly.