Information for Aged Care Providers
Issue 28

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Australian Government Department of Social Services: Message to the Aged Care Sector

Information for Aged Care Providers

Issue 28

In this issue:

Calculating interest on refundable deposit balances

The Department has received a number of enquiries from providers about when to use the base interest rate (BIR) and maximum permissible interest rate (MPIR) for calculating interest on refundable deposit balances.

The BIR is used in calculating interest when a resident leaves a service (applicable on the day after their departure) or when a resident dies (applicable on the day after the provider is shown a copy of probate or letters of administration) for each day until the refundable deposit balance is refunded or the legislated 14 day refund period has expired, whichever is earlier.

Whether a resident leaves a service or dies, the provider must pay interest at the MPIR for each day after the 14 day refund period has expired until the deposit balance is refunded.

For further information, including current BIR and MPIR rates, visit the Department's website at For examples on refunding deposit balances, visit the Guide to Aged Care Law website at If you require further clarification please contact


CHSP Client Contribution Framework and reporting requirements

The Commonwealth Home Support Client Contribution Framework (the Framework) and the National Guide to the Commonwealth Home Support Programme (CHSP) Client Contribution Framework (the Guide) have been finalised. The Department has used industry and sector feedback to develop the Framework and Guide. The Framework will be consolidated into the CHSP Manual shortly. In the interim, they have been published as separate documents on the Department's CHSP page at In addition, the Department sent a message to the sector on 16 October 2015 with advice on reporting arrangements for the transition to the CHSP. A reporting timeline was included as a guide outlining what is required from 1 July 2015 to 1 July 2016. Please note that there was an error regarding the due date for the financial declaration (transition period 1 July 2015 – 31 October 2015) in this timeline. The date should have read 31 January 2016 and not 31 January 2015. The revised table is available on the Department's website at


Home Care 2014–15 reporting due 31 October 2015

Financial reports for Home Care Packages for the 2014–15 financial year are due by close of business 31 October 2015. Providers are required to use a new form for 2014–15 to report on packages that moved to Consumer Directed Care (CDC) before 1 July 2015. Forms Administration, the company contracted to facilitate the collection of the forms, contacted providers in early September 2015 to advise that the online portal is available for 2014–15 reporting. If you haven’t already done so, you can provide your 2014-15 home care report via the online portal at Alternatively, you can request a hard copy of the form by contacting Forms Administration on 02 4403 0640.


Home Care Packages Programme Operational Manual available now

The Home Care Packages Programme Operational Manual (the Manual) is now available on the Department's website at The Manual is a useful guide for providers to support the delivery and management of the Home Care Packages Programme on a CDC basis. It contains key updates such as information on fees and charges, the care planning process and establishing individualised budgets and monthly statements with consumers. Read the message sent to the sector on 24 September 2015 for more information.


Evaluation reports released for Home Care Packages and CDC

As announced on 30 September 2015, the following three reports have been released after an evaluation of the Home Care Packages Programme and CDC, including the applicability of CDC in residential aged care:

  1. The Formative evaluation of the Home Care Packages Programme – Detailed findings report (April 2015) provides a range of findings on the effectiveness of the programme’s implementation, processes and structures.
  2. The Formative evaluation of the Home Care Packages Programme – Policy considerations paper (June 2015) explores policy issues and provides associated considerations for the Government.
  3. The Applicability of Consumer Directed Care principles in residential aged care homes final report (July 2014) outlines the findings of initial research in ascertaining the suitability of CDC approaches in residential aged care settings in Australia.

The findings of these reports will contribute to future policy considerations in implementing the Increasing Choice for Home Care measure. For further information on the reports, visit the Department’s website at


Share your positive complaint handling experiences

Complaints don’t have to be a negative experience for providers or complainants. They can be powerful for achieving change. If you've had a positive experience dealing with complaints in your organisation, we would like to hear from you. Have you handled a complaint in your organisation that led to positive outcomes for all parties? Have you started looking at complaints differently which has led to a more positive culture of acceptance and continuous learning? What can be learned from issues that are raised?

The Aged Care Complaints Scheme would like to share these stories on its website to highlight to providers, care recipients and consumers, that acknowledging complaints and learning from them can be very positive for everyone involved. Please send through your de-identified stories to and let us know if you want your organisation’s name included or excluded if we publish your story.


How can referring to an aged care advocacy service help consumers

Advocacy is important in supporting aged care consumers to make informed choices, particularly for vulnerable consumers. With the implementation of CDC, advocacy is becoming increasingly important as clients navigate the aged care service system in a more individualised way than before. The National Aged Care Advocacy Programme (NACAP) provides free, independent and confidential advocacy and support to consumers, or potential consumers, of Australian Government subsidised residential aged care, Home Care Packages or flexible care services, their families and representatives. NACAP services promote consumer rights and help consumers to be involved in decisions about their care options to enhance the quality of care that they receive. More information about aged care advocacy can be found on the MyAgedCare website at


Requests and enquiries

If you have any enquiries, would like to request further clarification or request specific topics be included in the newsletter, please contact

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