21/06/2026
Support at Home Service Agreement: The 56-Day Window
A practical guide to the 56-day Support at Home funding take-up window, service agreement timing, onboarding records, and review steps for providers.
Guide record
How this guide is reviewed
CaresLink reviews guides for plain language, practical operational use, and consistency with official sources linked on the page.
- Published
- 21/06/2026
- Reviewed
- 30 June 2026
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The Support at Home 56-day window is often described as a provider deadline. That is incomplete. The official guidance says a participant has 56 days from the date of their funding allocation letter to enter a service agreement and start services.
The participant can ask My Aged Care for a 28-day extension. Separately, a provider must have a written service agreement in place before or on the day services start.
This guide turns those two timing rules into a clear onboarding record. It does not replace the official agreement template, current legislation, or legal advice.
Two time rules to keep separate
| Timing point | Official position | Provider record check |
|---|---|---|
| Funding take-up | The participant has 56 days from the funding allocation letter to enter an agreement and start services | Record the letter date, take-up date, referral status, and next contact owner |
| Extension | The participant may request another 28 days through My Aged Care | Record the question and referral to My Aged Care; do not promise the extension outcome |
| Service start | The written service agreement must be in place before or on the start day | Confirm the agreement version, parties, commencement date, and service start date |
| Start notification | The provider notifies Services Australia within 28 days of services starting | Assign the portal or finance owner and record completion |
| Ongoing review | Agreements for ongoing services are reviewed at least every 12 months and when requested | Record the next review date and any earlier review trigger |
The 56 days do not give a provider permission to start first and finish the agreement later. The agreement timing follows the service start date.
A separate 90-day arrangement applies to some participants who transitioned from Home Care Packages and were waiting on a confirmed contribution rate. Check the official transition guidance before applying that rule.
What the service agreement needs to cover
The Department describes the agreement as a written legal contract between the registered provider and the participant or active appointed decision maker.
At a high level, the agreement sets out the parties' rights and responsibilities, services, agreed prices, a process for prices not yet known, and participant contribution arrangements.
Identify the participant, provider, supporters, and any active appointed decision maker.
Describe the funded services, delivery arrangements, and agreed prices.
Explain how later prices will be agreed when a price is not known at setup.
Record contribution arrangements and the information used for the discussion.
Use plain language and give the participant time and support to consider the agreement.
Set the commencement date, start day, review date, variation process, and ending terms.
The Department's template is a guide. Providers may use another format, but should check it against the current official requirements and obtain independent legal review where needed.
A practical onboarding record
| Stage | Record now | Avoid |
|---|---|---|
| Referral received | Funding letter date, referral code status, first contact date, and contact owner | Treating the referral date as the service start date |
| Scope discussion | Assessed needs, proposed services, availability, representative involvement, and open questions | Promising services or funding outcomes before checks are complete |
| Price and contribution discussion | Current price source, agreed prices, unknown-price process, and contribution information available | Calling a separate CaresLink note a required government form |
| Before service starts | Final agreement version, provider signature, participant agreement record, copy supplied, and start date | Starting routine services with the agreement still unfinished |
| After start | Start notification owner, care plan, individualised budget, schedule, and next review date | Leaving dates and ownership in email threads only |
A CaresLink price discussion record can help connect a conversation to the agreement. It is an internal operational prompt, not a prescribed government form and not a substitute for the service agreement.
If the participant cannot physically sign
The Department recommends that the participant or active appointed decision maker signs and receives a copy. If the participant cannot physically sign, the provider must keep a record of the discussion in which they agreed to enter the agreement.
Record the date, people involved, how agreement was communicated, the provider signatory, and how the copy was supplied. Do not make assumptions about decision-making authority.
If the 56-day take-up date is close
Use the take-up date as an escalation trigger. Confirm what remains open and who will contact the participant.
Check whether the participant has chosen the provider.
Check whether service scope, prices, and contributions have been discussed.
Check whether an active appointed decision maker needs to be involved.
Check whether a start date can be agreed before the take-up date.
Direct extension questions to My Aged Care and record the follow-up.
If the participant does not enter an agreement and start services within the available period, official guidance says the funding may be withdrawn. The participant can contact My Aged Care about returning to the priority system.
Keep the agreement current
For ongoing services, the Department says providers must review the agreement at least every 12 months and when the participant or active appointed decision maker requests a review.
A review may also be needed when services, operations, published prices, contribution information, or other relevant arrangements change. Record the reason, discussion, agreed changes, effective date, updated version, and next review date.
Frequently asked questions
Does the provider have 56 days to prepare the agreement?
No. The 56-day window runs from the participant's funding allocation letter and covers entering an agreement and starting services. The provider must have the written agreement in place before or on the service start day.
Who can request the extra 28 days?
The participant can request an extension through My Aged Care. A provider can explain the official pathway and record follow-up, but should not promise the outcome.
Does the participant always need to physically sign?
The Department recommends participant or appointed decision-maker signature. If the participant cannot physically sign, the provider must keep a record of the discussion in which agreement was reached.
How often should an ongoing agreement be reviewed?
Official guidance says at least every 12 months and whenever the participant or active appointed decision maker requests a review.
Is the CaresLink checklist a legal service agreement?
No. It is a general operational review prompt. Use the official resources and seek independent legal advice when developing or changing an agreement.
Disclaimer
These resources are provided for general operational documentation and educational purposes only. They do not constitute legal, clinical, medical, compliance, or professional advice. Organisations should review and adapt all documents according to their own policies, procedures, registration requirements, funding arrangements, and regulatory obligations.
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