What are “Associated Providers?” — and Why this Model Supports Better, more Affordable Care
Many families have contacted us with questions about recent changes to Support at Home services — especially around service providers and costs. One of the most common questions we hear is: Why can’t I keep my own service provider anymore?
This blog answers the above question and also explains what Associated Providers are, why the Government introduced this model, and how it helps deliver safer, more affordable care for clients and families.
Why can’t I keep my own service provider?
The Commonwealth Government’s new aged care laws require Registered Providers, like ADEC, to provide ALL services as if they were employing the service providers directly. This is the Government’s new “single service provider” model.
We understand this change can feel frustrating — especially if you’ve built trust with a service provider over time.
However, under the new aged care legislation, Registered Providers are no longer allowed to:
- Broker services chosen independently by clients, or
- Reimburse clients for services they pay for themselves
All services must now be delivered through the Registered Provider’s approved panel of Associated Providers.
This change is designed to ensure:
- Clear responsibility for service quality and safety
- Consistent pricing, so clients are treated fairly
- Accurate reporting within Government aged care systems
In simple terms, the Government wants one organisation to be fully accountable for the care you receive.
What is an Associated Provider?
An Associated Provider is a service provider who is formally engaged by a Registered Aged Care Provider, like ADEC, to deliver services to clients.
These providers may include:
- Personal care workers
- Allied health professionals (such as physiotherapists)
- Gardeners and cleaners
- Equipment and medical supply providers
Under the new Support at Home rules, these providers:
- Work for the Registered Provider, not directly for the client
- Operate under formal service agreements with agreed pricing and clear service terms
- Are fully checked and approved, including police checks, qualifications, training, licences, and insurance
- Are regularly monitored to meet strict quality and safety standards
ADEC is also required to provide full details of all Associated Providers to Government systems and show ongoing oversight during quality audits.
This ensures services are safe, reliable, and properly managed.
Why this matters for affordability
Another major change is how aged care fees are managed.
Previously, clients paid a separate package management (administration) fee. Under Support at Home, this fee has been removed. Instead, all administration and coordination costs must now be included in the hourly service rates.
For a not-for-profit charity like ADEC, this makes careful cost management very important.
If an Associated Provider charges more than ADEC’s approved rates, ADEC must cover the extra cost — which reduces funding available for direct care.
By choosing a smaller panel of high-quality, reasonably priced providers, ADEC can:
- Keep service rates among the lowest in the sector
- Maintain consistent quality and safety
- Protect funding so more money goes into care, not overheads
The ADEC difference
ADEC is proud to offer:
- Some of the most affordable Support at Home service rates
- A carefully managed panel of trusted Associated Providers
- A nurse-led care model, where every client’s package is overseen by a fully qualified Registered Nurse
This level of clinical oversight helps ensure care is:
- Safe and appropriate
- Responsive as needs change
- Respectful of culture, language, and family values
We are only able to provide this model through strong provider governance and careful selection of our Associated Providers.
Supporting you through change
We understand that these changes may feel restrictive at first. However, they are designed to create a more transparent, accountable, and sustainable aged care system.
ADEC remains committed to guiding clients and families through every step — answering questions, explaining changes clearly, and ensuring care remains respectful, affordable, and person-centred.
If you have questions about Associated Providers or your Support at Home services, our team is here to help.
📞 Call ADEC on (03) 9480 7000
🌐 Visit: www.adec.org.au
