Support at Home Pricing Record: What to Document in 2026

Support at Home pricing is a high-risk communication area because participants and representatives need clear, timely information about prices, contributions, statements, and service changes. The Department says providers set their own prices, and those prices should be reasonable, transparent, and clearly explained.

A pricing record should capture the conversation, not just the final price. Include the service discussed, price list source, date of discussion, participant or representative present, questions asked, written information provided, and any follow-up promised.

For 2026, providers should also watch monthly statements and personal care contribution changes. If a client asks about personal care, staff should record the service period, whether the question relates to before or after 1 October 2026, and who will confirm the current provider wording.

A useful price discussion record should also include cancellation terms, ad-hoc or unknown price handling, travel or indirect costs where relevant, correction or refund pathways, and the storage location of written confirmation.

Do not use a progress note as the main pricing record. A support worker progress note may mention that a client raised a pricing question, but the detailed pricing response usually belongs in a care management or price discussion record.

CaresLink's price discussion record is a drafting aid only. Providers should check current Department guidance, their approved price list, software configuration, service agreement wording, and finance process before routine use.