❓ How can I understand the cost of services available to me?
You can understand your costs in two places:
1️⃣ Your Monthly Statement
This gives you a clear summary of:
Services delivered
Your contributions (if applicable)
Government funding received
Your remaining and unspent funds
2️⃣ Your Quarterly Budget
This shows:
Your total available funding for the quarter
The planned cost of your services
How your funding is expected to be used
Please note: due to Services Australia technical issues, we have experienced delays in issuing statements and contribution invoices for November and December 2025 and January 2026.
We are currently processing your December statement, with January following shortly after.
❓ How can I understand what my current balance is?
Because of the transition to Support at Home, balances are being finalised in stages.
Here’s what to expect:
We are currently finalising the December statement and preparing the January claim and statement
We’ll let you know as soon as this is ready
When you receive your January–March budget, you’ll clearly see:
Your planned spending
Your available balance for that quarter
💡 Until this process is complete, balances may look incomplete or different to what you’re used to — this is expected during the transition.
We are working towards providing updated budgets and supporting information on week commencing 23 February 2026.
❓ What are participant contributions and how do they work?
Participant contributions are set by Services Australia, not by Five Good Friends.
Here’s how they work under Support at Home:
Services Australia assesses whether you need to pay a contribution
They tell you directly if a contribution applies, and how much
You only pay contributions for services you actually receive
Your contribution and the government subsidy are pooled together to fund your care
We claim funding after services are delivered
If a contribution applies, you’ll be invoiced for it after the service period
A direct debit will be processed against the payment details you provided to us via our secure payment platform, EziDebit.
❓ I’m worried my contributions are too high. Should I remove services?
We understand this concern, but removing services is usually not the best first step.
Before making changes:
Contributions are based on actual services received, not what’s planned
Removing services may reduce support that helps you stay independent and well
Some services (like care management) help prevent bigger issues later.
👉 What to do instead:
Wait until you receive your updated statement and budget
Review your services with your care team
Talk with us about options, we can help you adjust services safely and thoughtfully if needed.
Financial hardship
If you're struggling with aged care contributions, you may be eligible for assistance. Complete the Aged Care Claim for Financial hardship Assistance form (SA462) or call Services Australia.
Services Australia Aged Care line on 1800 227 475, Monday – Friday 8am to 5pm.