Governance and compliance Archives

Home care approvals create choice, not commitment

home care approvals, Home Care Package approvals, aged care approvals, Support at Home approvals, self-management approvals, funding approvals, approval, approved

Home care approvals are one of the most significant considerations in aged care planning. Whether you’re applying for a Home Care Package, preparing for Support at Home approvals or considering self-management approvals to secure services and funding, acting early can make all the difference.

At Trilogy Care, we regularly speak with families who delay the approvals process, only to face limited choices when needs suddenly change. Many people believe that applying for aged care approvals means locking into care. In fact, approvals do not create obligations. They create options. And those options become essential when care needs shift quickly.

Early approvals support better self-managed care

Getting approval for funding and services does not mean you have to start receiving services immediately. It means you are ready to respond when care is needed without the stress of last-minute assessments or delays.

This is especially helpful for those considering self-managed care. With self-management, you are in control of who provides your care, how it is delivered and how your budget is spent. When early Home Care Package approvals or Support at Home approvals are in place, you can step into self-management with confidence and flexibility.

With Trilogy Care, you can self-manage care on your own terms by choosing your own workers, setting your schedule and adjusting services as your needs evolve. Getting approved for funding gives you more flexibility, not less.

Delaying funding approval: A common mistake

A frequent challenge we see is people accepting only short-term approvals such as respite care without considering long-term needs. Later, when circumstances change, the lack of broader approvals can result in wait times, fewer care options or rushed decisions. It is a preventable source of stress in many aged care journeys.

There is a common misconception that aged care approvals mean locking into a specific type of care. In reality, they provide the flexibility to choose what works best for you and when.

Whether you are seeking home care approvals, other aged care approvals or even getting approved for Support at Home funding, getting in early ensures you are prepared, not committed. You stay in control of your care journey.

How Trilogy Care supports your next steps

Once your Home Care Package or Support at Home approval comes through, Trilogy Care will help you every step of the way.

We will explain your funding approval, develop a personalised care plan, help you connect with experienced support workers and show you how to manage your budget through our self-management model. You remain in control with expert guidance to help you navigate the system with confidence.

Take action before circumstances change

Care needs can change quickly. With your aged care funding approved and self-managed support from Trilogy Care, you can act with clarity and confidence.

Call Trilogy Care on 1300 459 190 to explore your options, get help with applying for the right Home Care Package or Support at Home funding and plan your future with peace of mind.

Support at Home Quarterly Calculator: Check your funding and contributions

Support at Home Quarterly Calculator How much will I need to pay for my aged care services? funding contribution

From 1 November 2025, the Australian Government will replace Home Care Packages with the new Support at Home program. Many clients and their families are asking: “How much will I need to pay for my aged care services?”

To help you plan ahead, Trilogy Care offers the Support at Home Quarterly Calculator — a simple online tool to help you understand your government funding and expected contributions under the new program. Whether you are a full pensioner, part pensioner or self-funded retiree, the calculator shows how your financial circumstances and chosen services affect your client contributions.

What the calculator helps with

The calculator is designed to help you explore your funding, understand your contributions and make informed decisions about your care plan. With just a few simple steps, you can:

Understand your quarterly aged care budget and contribution
• See how your pension status and service choices impact your costs
• Explore the benefits of adding care coordination to your plan
• Gain clarity and confidence as you prepare for the transition

It’s ideal for anyone navigating aged care or supporting a loved one to stay independent at home.

How the Support at Home Quarterly Calculator works

The calculator guides you through three simple steps:

Step 1: Select a ‘Someone Like You’ example
Choose a scenario that reflects your circumstances. This pre-fills the calculator with realistic information so you can see how each section works.

Step 2: Customise your details
You can adjust your financial information, service preferences and provider rates to reflect your situation. You’ll see how income, assets and your service choices influence your expected contribution rates.

Step 3: Add services and review your results
Use the Add Service button to explore how different services affect your spending. The calculator clearly breaks down your estimated government funding, your client contribution for each service category, and the impact of including care coordination. You’ll also see all applicable fees and your total available budget.

Why this matters for you

From 1 November 2025, all clients in the Support at Home program will contribute to their care costs based on their financial capacity and chosen services.

Clinical supports remain fully funded by the government
• Independence and everyday living services require a co-contribution
• Care management is funded at 10% of your quarterly budget
• Your lifetime contribution cap protects your financial wellbeing

The calculator provides transparency and control, so you can plan your care confidently — without waiting for a formal Services Australia assessment.

Check out the calculator now

Visit the Support at Home Quarterly Calculator on our Support at Home page and see your results in minutes. Whether you are a client, family member or carer, this tool helps you understand your funding and prepare for the transition to Support at Home.

If you have any questions about the calculator, Support at Home, or self-managed aged care, contact Trilogy Care on 1300 459 190.

What are the Strengthened Quality Standards in aged care?

Strengthened Aged Care Quality Standards, New aged care act, new aged care standards

As part of sweeping reforms under the new Aged Care Act, commencing 1 November 2025, through the Support at Home program, the Australian Government has introduced Strengthened Aged Care Quality Standards. These Standards aim to ensure every older Australian receives safe, high-quality and person-centred care.

At Trilogy Care, we are fully committed to embedding these standards into our service model. We align them with our own Trilogy Care quality standards, built on client dignity, independence, and trust.

Below, we explore each of the seven strengthened quality standards and what they mean in practice for Trilogy Care clients, families, staff and providers.

Please note, these Quality Standards are subject to change before 1 November.

1. The individual

This standard places people at the centre of aged care. It ensures care is respectful, inclusive, trauma-aware and culturally safe.

What this looks like at Trilogy Care:

Every client’s story, preferences, goals, and choices are central to their care plan
Services are tailored, not standardised, to reflect individual needs
We work with clients, families, and representatives to uphold identity and rights

It reinforces the right to make decisions, understand options, and receive support that respects dignity and promotes independence.

2. The organisation

This standard ensures aged care providers operate with strong governance, accountability, and continuous improvement.

At Trilogy Care, this includes:

Ethical leadership and transparent decision-making
Clear complaints and feedback channels, with timely responses
Risk management and quality assurance processes that protect clients

Clients can trust that Trilogy Care is accountable for delivering safe, consistent and reliable care backed by strong internal systems.

3. The care and services

This standard covers how care is planned, delivered and evaluated, ensuring it is safe, coordinated, timely and effective.

Key elements we implement:

Comprehensive support plans built in collaboration with each client
Regular reviews to ensure care keeps up with changing needs
Evidence-based practices across all service types, including personal care, respite, and social support

We are committed to ensuring every service adds value to the client’s health, wellbeing and daily living.

4. The environment

Clients must receive care in an environment that is safe, clean, accessible and home-like — whether in their own home or a facility.

In home care settings, this includes:

Supporting clients to maintain a safe, functional home environment
Identifying risks through regular reviews (e.g. falls, clutter, accessibility)
Coordinating equipment and minor home modifications via AT-HM funding when needed

This standard reinforces that a safe environment is fundamental to independence and quality of life.

5. Clinical care

Where clinical care is delivered (e.g. nursing, medication management or allied health), this standard sets clear requirements for clinical governance, safety, and outcomes.

In a Trilogy Care context:

We partner with qualified professionals to deliver safe clinical services
Medication support, wound care, and chronic disease management follow best practice
Documentation and follow-up care are coordinated by the care partner

Even in home settings, clients can expect clinical care that meets high professional standards.

6. Food and nutrition

This standard ensures food and drink provided or supported under aged care are nutritious, enjoyable, and aligned with each person’s needs and preferences.

What this means in home care:

Delivered meals and shopping support are planned in consultation with the client
Preferences related to culture, medical conditions, or religious practices are respected
Where possible, we support clients to maintain autonomy in food choices and preparation

Good nutrition is linked to wellbeing, strength and mental health — so this standard is critical.

7. The residential community

This final standard only applies to residential aged care. It ensures those living in residential settings can enjoy a sense of community, belonging, connection, and routine.

Although Trilogy Care is a home care provider, this standard highlights the importance of:

Social connection
Consistency in care
Respect for each person’s lifestyle and choices

We reflect this principle by encouraging community engagement and supporting clients to maintain routines and relationships at home.

Protecting your rights under the New Aged Care Act

The Statement of Rights, a key feature of the new Act, protects every person’s right to:

Be treated with dignity and respect
Receive quality care and services
Be informed and involved in decisions
Live free from abuse or neglect

At Trilogy Care, we’re already embedding these rights into our policies, training and service delivery. We take the transition seriously and are preparing staff, clients and systems well ahead of 1 November 2025.

The new standards put you first

The strengthened standards are designed to ensure aged care quality across all settings, home care or residential care, and across all providers. Trilogy Care is proud to meet these benchmarks and uphold the trust clients place in us every day.

We’re here to help you understand these changes, prepare for the future, and continue delivering care that puts people first. If you have questions or queries about how the Support at Home program or the standards will impact you, give us a call on 1300 459 190.

What are my aged care options in Australia?

What is changing in aged care in Australia 2025?, aged care options Australia, aged care options, how to access aged care services

When it comes to aged care in Australia, understanding your options can help you or your loved one make informed, confident decisions. Whether you’re exploring aged care for yourself or supporting a family member, it’s important to find a solution that maintains dignity, independence, and quality of life.

Fortunately, Australia offers several types of aged care services — and many older Australians are choosing to receive care at home, where they feel most comfortable.

Why home care is becoming the preferred choice

If your goal is to stay independent while ageing in place, home care is often the best option. Government-subsidised programs such as the Home Care Packages (HCP) program, and soon the Support at Home program, provide coordinated support so you can continue living in your own home for as long as possible.

Home care can help you with:

Personal care, such as showering or dressing
Domestic tasks like cleaning, cooking or laundry
Transportation and help with shopping or attending appointments
Social support and companionship
Access to allied health services and nursing
Home modifications or assistive technology
Care planning and ongoing care management

You can receive these services through a registered provider, or through a self-managed home care model, which gives you more flexibility and control over who delivers your services and when.

At Trilogy Care, we specialise in self-managed aged care — allowing clients to choose their own workers, set their own schedules, and manage their care in a way that suits their lifestyle. It’s a model built on empowerment, choice and transparency.

Support at Home: the next chapter for aged care

From 1 November 2025, the Australian Government will replace the Home Care Packages program with a new model called Support at Home. This change aims to simplify the system and make services more consistent across the country.

Under Support at Home, care will be delivered through quarterly budgets, and all services will fall into clear categories:

Clinical care – nursing, allied health, and health-related services
Independence support – personal care, social activities, transport and more
Everyday living support – help with cleaning, meals, home maintenance

If you’re already receiving home care, you’ll either be a grandfathered client (with your current funding and fees carried over) or a hybrid client (if you joined after 12 September 2024). In either case, your care will continue — but the way it’s managed may look a little different.

The good news? Trilogy Care will be with you at every step, helping you transition smoothly and confidently to the new system.

Commonwealth Home Support Programme (CHSP)

The Commonwealth Home Support Programme (CHSP) offers entry-level support to older Australians who only need occasional or low-intensity help to stay safe and independent at home.

It’s a great starting point if you’re not ready for a Home Care Package but would still benefit from a little extra help.

CHSP services can include:

Housework, such as cleaning or laundry
Transport to appointments or social activities
Meals and food preparation
Minor home modifications and safety equipment
Group activities and support for social connection

Unlike HCPs or Support at Home, CHSP services are delivered on a pay-as-you-go basis. You generally pay a small contribution toward the cost, and the government covers the rest.

Many people use CHSP for short-term or occasional support and later transition to more comprehensive funding as their needs change.

Residential aged care

Residential aged care is designed for people who can no longer live safely or comfortably at home. It provides 24/7 care in a facility and may include personal care, meals, accommodation, clinical care, and recreational activities.

This may be the right option if you or your loved one:

Has complex or high-level care needs
Requires constant supervision or medical support
Can no longer manage safely at home, even with support
Feels isolated or unable to access community services

Residential aged care is regulated by the Australian Government and assessed through the Single Assessment System. While it’s a vital option for some, it represents a major lifestyle change — especially for those who value independence and staying connected to their community.

That’s why many families first explore home care before considering this path.

Choosing the right option for you or your loved one

There’s no one-size-fits-all solution when it comes to aged care. What matters most is matching the level of support to the individual’s needs, goals, and preferences.

Here are a few questions to help guide your decision:

Does the person want to remain in their own home?
How much support is needed each day or week?
Are there any medical conditions that require specialised care?
Is the person socially connected, or would they benefit from more structured community support?
How involved does the person (or their family) want to be in choosing support workers?

For many Australians, home care, especially when self-managed, provides the perfect balance between independence and safety. And with expert support from Trilogy Care, managing your services can be simple, empowering and cost-effective.

What is OPAN and aged care advocacy?

If you’re navigating aged care in Australia, knowing your rights is essential — and that’s where OPAN, aged care advocacy, and Trilogy Care can help. The Older Persons Advocacy Network (OPAN) provides free, independent support to older Australians receiving government-funded care, while Trilogy Care empowers clients to understand their advocacy options, manage their funding, and speak up with confidence.

What is OPAN?

OPAN (Older Persons Advocacy Network) is a national service funded by the Australian Government. It offers free, confidential, and independent advocacy services to people accessing aged care through programs like Home Care Packages, the Support at Home program or residential care.

Whether you’re at home receiving aged care, helping a parent navigate the system, or preparing for a care assessment — OPAN is here to ensure your voice is heard and your rights are protected.

What is aged care advocacy?

Aged care advocacy is the process of supporting older Australians to understand their rights, raise concerns, and make informed choices about their care.

Aged care advocates provide:

Help with resolving issues with your aged care provider
Information about your rights under the Charter of Aged Care Rights
Support during assessments or care plan reviews
Guidance to raise complaints or concerns
Protection from elder abuse or neglect

You can advocate for yourself — or work with someone who advocates with or on your behalf.

Trilogy Care and aged care advocacy

At Trilogy Care, we believe every client should feel informed, empowered and confident when navigating aged care. While we’re not a formal advocacy organisation, we actively encourage the use of aged care advocacy services like OPAN.

Our team helps clients:

Understand how their Home Care Package and Support at Home funding works
Identify when they might benefit from independent advocacy
Connect with aged care advocates such as those at OPAN when needed

We’re here to provide clarity and support — so our clients feel equipped to speak up, ask questions and make decisions that work for them.

When should you contact OPAN?

You can contact aged care OPAN services if:

You’re unsure about your rights in aged care
You’re unhappy with the care you or a loved one is receiving
You’ve experienced elder abuse or neglect
You want help navigating assessments, fees, or service changes
You need support to resolve a complaint

OPAN advocates will listen, provide advice, and support you to take action. Their services are always free and independent of any aged care provider.

Aged care advocates are crucial

Aged care can be complex — but you don’t have to navigate it alone. With support from aged care advocates, you can feel confident, informed and empowered at every stage.

Whether you need independent advocacy from OPAN or tailored guidance through Trilogy Care advocacy, support is available to help you get the most from your care experience.

What are the new service categories under Support at Home?

With the transition from the Home Care Package program to the Support at Home program on 1 November 2025, one of the biggest changes is the introduction of three distinct service categories. These categories define how services are delivered and funded, helping to ensure that support is targeted to individual needs.

Here’s a closer look at the new clinical, independence, and everyday living service categories and what they mean for home care participants.

1. Clinical care: Supporting your health & wellbeing

This category focuses on specialised health services designed to maintain or improve a participant’s functional and cognitive abilities. It includes:

✅ Nursing care (e.g., wound care, medication management)
✅ Allied health services (e.g., physiotherapy, podiatry)
✅ Nutritional support (e.g., meal planning with a dietitian)
✅ Care management and restorative care planning

💡 Good news: Clinical care services are fully funded by the government, meaning participants will not have to pay out-of-pocket costs for these supports!

2. Independence support: Helping you live confidently

Independence Support services help with daily activities that enable seniors to remain active and engaged in their communities. This includes:

✅ Personal care (e.g., assistance with showering and dressing)
✅ Social support & community engagement (e.g., transport to appointments, companionship)
✅ Therapeutic services (e.g., occupational therapy, speech therapy)
✅ Respite care (support for carers to take a break)
✅ Assistive technology & home modifications (e.g., mobility aids, handrails)

💡 Participants contribute to the cost of these services based on their financial situation.

3. Everyday living support: Keeping your home safe and comfortable

This category covers essential services that maintain a clean and liveable home environment while supporting independence. Services include:

✅ Domestic assistance (e.g., cleaning, laundry, meal preparation)
✅ Home maintenance & minor repairs (e.g., fixing broken steps, changing light bulbs)
✅ Meal services (e.g., delivered meals, meal preparation)

💡 Everyday Living services require the highest participant contributions, with self-funded retirees paying up to 80% of the cost. This reflects the government’s approach to prioritising funding for health and independence-related services over general household tasks.

Benefits of the new service categories under Support at Home

The introduction of clinical care, independence support, and everyday living support under the Support at Home program provides several benefits for home care participants. These categories aim to ensure funding is better structured, targeted, and sustainable, improving access to essential services while maintaining flexibility for individual needs.

So, what are the benefits?

More transparent and structured funding

Clear service categories help participants understand what services they are entitled to and how they are funded
Unlike Home Care Packages, where services were often grouped together, the new structure ensures funding is used efficiently based on health, independence, and daily living needs

Fully funded clinical care for your health

No out-of-pocket costs for vital health services such as nursing, allied health, and restorative care
Supports early intervention and recovery by funding rehabilitation, wound care, and medication management, reducing hospital admissions

Greater support for independence at home

Services such as personal care, therapy, transport, and respite enable seniors to stay active and engaged in their communities
Introduction of Assistive Technology & Home Modifications (AT-HM) funding makes mobility aids and home safety improvements more accessible
Co-contributions are income-based, ensuring affordability for pensioners while encouraging fairness in funding distribution

New short-term funding options for urgent needs

The Restorative Care Pathway (up to $6,000 for 12 weeks) provides short-term allied health support to help regain strength and function
The End-of-Life Pathway (up to $25,000 for 12–16 weeks) ensures comfort and dignity for participants choosing to remain at home in their final months
By defining services into three distinct categories, the Support at Home program ensures participants receive the right support at the right time, promoting better health outcomes, greater independence, and long-term sustainability of home care funding

How will these categories affect you?

These changes will impact care recipients differently, depending on when you signed up for a Home Care Package.

If you’re a Grandfathered participant (were approved for a Home Care Package before 12 September 2024), your current care plan will transition into these new categories, but your fees and budget structure will remain unchanged.

If you’re a Transitional (were approved for a Home Care Package after 12 September 2024) or a new participant, your care services will be aligned with these categories, and your contributions will be based on the Support at Home fee framework.

Need support navigating the changes?

At Trilogy Care, we’re here to help you understand how these changes impact you and ensure your care plan meets your needs.

If you need more assistance, call us on 1300 459 190 or visit our website to learn more.

What is the AT-HM Scheme for care recipients?

With the introduction of the Support at Home program, assistive technology and home modifications can be funded separately through the Assistive Technology and Home Modifications Scheme (AT-HM). As such, it’s important to understand the updated list of inclusions and exclusions under this scheme.

Trilogy Care has created a list for you to refer to below.

What are the inclusions?

The Department of Health and Aged Care has published a detailed list of items covered under the AT-HM Scheme. These inclusions fall into three main categories:

Low risk: Everyday products that are simple, low-cost, and do not require a prescription or customisation
Under advice: Low-risk items that may benefit from professional advice to ensure correct selection, installation, or more
Prescribed: Items requiring a prescription from a qualified health professional

Be aware of conditional inclusions

Some items are conditionally included, meaning they require additional eligibility criteria before funding is available. For example, some older individuals with incontinence may qualify for the Continence Aids Payment Scheme (CAPS) to cover costs. Once CAPS funding is exhausted, these items can then be purchased using the AT-HM Scheme.

What is excluded?

Items that cannot be funded through the AT-HM Scheme are classified as exclusions. These are divided into two categories:

Currently funded by others: Items already funded under other Support at Home streams (e.g., wound care products, funded under Nursing Care) or through other government programs (e.g., primary health care or specialised schemes)
Out of scope for participants: Includes general household expenses, workplace items, children’s items, and products for public transport use

For a comprehensive list of inclusions and exclusions, please visit the the Department of Health’s website.

Trilogy Care is committed to supporting you through these changes. If you have any questions or need assistance, don’t hesitate to contact your care partner. If you aren’t with Trilogy Care yet, contact us on 1300 459 190 or contact us via our website for assistance.

Single Assessment System – How are aged care assessments changing?

The landscape of aged care in Australia is evolving with the introduction of the Single Assessment System (SAS), set to launch on 9 December 2024. This transformation follows the rollout of the Integrated Assessment Tool (IAT) in July and aims to improve the efficiency of home care assessments.

With the SAS workforce stepping in, the process for accessing government-funded in-home care will become more streamlined and standardised.

It’s important to note that current Home Care Package recipients awaiting re-assessment will not be impacted by these changes.

What is the Single Assessment System?

The SAS is designed to simplify aged care assessments by creating a unified pathway for all government-funded in-home care programs. This system replaces the existing ACAT and RAS frameworks, offering a more efficient and user-friendly experience.

What are the benefits of the Single Assessment System?

The SAS introduces several significant improvements over the former ACAT system, including:

Simplicity: Designed to be easier to navigate than the ACAT system
No repetition: Clients will only need to share their story once, removing repetitive questioning
Adaptability: Flexible enough to accommodate changing care needs without switching providers
Accessibility: Available in regional, rural, and remote areas, ensuring equitable access
Efficiency: Shorter wait times for assessments and quicker support

What does this mean for ACAT and RAS assessments?

The SAS is built to provide end-to-end support, covering both home support assessments (for the Commonwealth Home Support Program) and comprehensive assessments (for Home Care Packages). This means it will be used wherever possible instead of ACAT and RAS assessments.

What are the changes to assessments?

The introduction of the SAS will bring flexibility to how and where assessments are conducted. Key updates include:

Customised options: Assessments can be completed in-person, at home, or in a hospital setting
Continuity of care: You’ll be supported by the same organisation throughout the process, even as your care needs evolve
Streamlined reassessments: If reassessment is required, a new organisation may complete your first reassessment. However, all future reassessments will remain with the provider that completed your first assessment

Trilogy Care will guide you through the process

Navigating these changes can feel overwhelming, but Trilogy Care is here to help. We provide clear guidance and support to ensure you transition seamlessly into the Single Assessment System. If you have any questions about the SAS or concerns about the assessment process, our team is available to assist.

Learn more about the SAS on the Department of Health and Aged Care’s website, or contact us directly by calling 1300 459 190. You can also connect with us through our online contact form.

A guide to level 1 Home Care Packages

Understanding the options for home care services can be overwhelming, especially with the various levels of Home Care Package available. This guide aims to provide a comprehensive overview of the Level 1 Home Care Package, detailing its services, eligibility criteria, costs, and the application process. Understanding these elements can help you or your loved one make informed decisions about accessing appropriate support.

What is a Level 1 Home Care Package?

A Level 1 Home Care Package is part of the Australian Government’s initiative to support older Australians in staying at home rather than moving into residential care. This package is designed to provide entry-level support to those with basic care needs. It aims to improve the quality of life, allowing individuals to maintain their independence and continue living comfortably in their homes.

What Services are included in a Level 1 Home Care Package?

A Level 1 Home Care Package offers various services tailored to meet the individual’s needs. These services can include:

Personal care: Assistance with daily activities such as bathing, dressing, and grooming.

Domestic assistance: Help with household chores like cleaning, laundry, and meal preparation.

Transport: Support with transportation for shopping, medical appointments, or social outings.

Social support: Companionship and assistance in engaging in community activities.

Home modifications: Minor modifications to improve safety and accessibility within the home.

Nursing support: Basic medical care and health monitoring from a qualified nurse.

These services are designed to ensure the well-being and comfort of the individual and promote a healthier and more active lifestyle.

Who is eligible for a Level 1 Home Care Package?

Eligibility for a Level 1 Home Care Package is determined through an assessment process conducted by the Aged Care Assessment Team (ACAT) or Aged Care Assessment Service (ACAS) in Victoria. The assessment evaluates the individual’s care needs and determines their suitability for different levels of Home Care Package. Generally, the following criteria must be met:

Age: Typically, available to those aged 65 and over, or 50 and over for Aboriginal and Torres Strait Islander people.

Care needs: Individuals with basic or low-level care needs that can be managed with entry-level support.

Living situation: Preferably living at home and needing assistance to continue living independently.

You can check if you can receive services by using My Aged Care’s eligibility check, or apply for an assessment online if you are ready.

How do I apply for a Home Care Package?

Applying for a Level 1 Home Care Package involves several steps. Start by contacting My Aged Care, the Australian Government’s gateway to aged care services, either online or via phone. An ACAT/ACAS assessor will visit your home to evaluate your care needs and discuss your situation, with this assessment being free of charge. If eligible, you’ll receive a letter confirming your approval for a Home Care Package, specifying the level of care. Next, choose an approved home care provider who will develop a personalised care plan based on your needs and preferences. Finally, begin receiving the services included in your care plan, with regular reviews to ensure the care provided remains appropriate. If you want to read in detail, go through our 5 steps to apply for a Home Care Package.

Trilogy Care offers a flat fee of just 15% on your Self-Managed care services and 26% on your Self-Managed Plus Care Coordination. This lower fee structure means more of your funds go directly towards your care rather than administrative costs. We can offer a more efficient use of your Home Care Package funds if you’re looking to switch providers or need a new provider.

Protect yourself from scam calls

Australians continue to be targeted by online messages, phone calls, and text scams designed to separate you from your money. In 2023 alone, scam calls led to the loss of $116 million dollars throughout the country.

At Trilogy Care, we understand the importance of protecting your valuables and personal information. It is crucial to remain vigilant against scam calls that ask for your details or access to your accounts.

When will Trilogy Care call?

Trilogy Care’s team may be required to verify your banking details to process invoices or payments. Currently, this is done by calling our care recipients and confirming the details we need.

When this occurs, we understand that you may be worried about whether the call is legitimate. We have provided instructions below on what to do if you are concerned that a call may be a scam.

What to do if you are worried

In the event you are unsure whether a call is from Trilogy Care, you should hang up the phone and contact your care partner as soon as possible to verify the details. You can also access details of your care plan and other important information through the Trilogy Care Portal.

Remember, the Trilogy Care Portal can be used to ensure your contact details and communication preferences are up to date. This will ensure the Trilogy Care team is aware of when and how to contact you to avoid worrying you about potential scams.

Our team is actively working to improve the portal further, with the next update including options to add or update bank account details without the need to make a phone call. This will be very useful for care recipients who have income-tested fees or must make contributions. Additionally, it will act as another safeguard against any scam call attempts.

How else can you protect yourself from scams?

While Trilogy Care will always confirm if our calls are legitimate or not, scammers will continue to attempt to contact you. With more than 143,000 reported scams in 2024 alone, we must all remain vigilant to scams.

Trilogy Care has provided a list of helpful techniques you can use if you think you are being scammed.

Check contact details – confirm the name and phone number of anyone who contacts you. If you don’t recognise the number, hang up.
Call organisations directly – if you are contacted by an organisation asking you for personal details, hang up and give them a call back to confirm you are speaking with a member of that organisation.
Avoid links – be careful clicking on strange or unknown links
Confirm with someone else – if you are still unsure whether a call or text is legitimate, ask a friend or family member to check for you.
Report scams immediately – if you have been the target of a scam, visit Scam Watch and report the scam.
If you are the victim of a scam, visit this site and follow the instructions.

Scams are a severe problem in Australia, and older people are at a significant risk of being targeted. If you have doubts about whether a call is legitimate, hang up the call and return to this guide.

Trilogy Care will always tell you if our calls are authentic, so feel free to call us if you need confirmation.