Can a provider charge travel time under Support at Home?
A provider may factor worker travel into its agreed service price and may charge different unit prices in different service areas. It should not separately bill travel time, kilometres or a travel surcharge on top of that price. Participant transport is a separate service and may be charged on an agreed per trip basis.
Key points
- Travel can be included in an all-inclusive service price.
- A separate travel fee cannot be added on top.
- The agreed price should be clear before services begin.
A Support at Home provider can include the cost of worker travel in the price of a service.
However, it generally cannot charge a separate travel fee, travel-time charge or kilometre surcharge on top of the agreed service price.
The Department of Health states that the provider’s unit price must include all costs of delivering the service, including:
labour
administration
travel
subcontracting
other operating costs.
Providers cannot charge separate administration or travel fees or claim those costs from the pooled care management account.
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01Guide sectionHow should travel be charged?
Travel should normally be incorporated into the price of the actual service.
For example, a provider might charge:
$110 per hour for domestic assistance in one service area
$125 per hour in a more distant service area.
That can be permitted where the higher price reflects genuine differences in travel time or delivery costs.
The provider must:
publish its most frequently charged price
agree your actual price with you
include it in your service agreement
explain why your price differs from its published price
ensure the overall price is reasonable and based on the cost of delivering the service.
02Guide sectionCan the invoice show one hour of care plus 30 minutes of travel?
Generally, no.
For most time-based services, the billable unit is the direct service time spent with the participant. The provider may factor the travel cost into its hourly or unit price, but it should not separately claim worker travel as an additional service unit.
For example, if a worker provides one hour of personal care, the provider should not normally charge:
one hour of personal care, plus
30 minutes of worker travel, plus
a separate kilometre charge.
Instead, the agreed personal care price should already account for the reasonable cost of getting the worker to the participant.
03Guide sectionWhat about allied health and nursing?
Allied health and nursing providers can charge separate time-based units for certain approved:
direct activities
indirect professional activities.
Indirect activities may include relevant clinical documentation, reports, referrals and case conferencing.
However, the Department’s June 2026 pricing guidance specifically states that travel is not an indirect activity. Travel costs must be included in the unit price for direct activities.
A physiotherapist therefore should not bill travel as though it were clinical report-writing or another indirect professional activity.
04Guide sectionCan providers charge different prices in different locations?
Yes.
A provider can set different unit prices for services delivered in different locations where the difference reasonably reflects:
longer travel times
distance
regional or remote service delivery
difficulty recruiting workers
other genuine delivery costs.
The pricing guidance expressly allows providers to set different prices for different areas, including different parts of the same city, to reflect variations in travel time.
The provider must still be able to demonstrate how it arrived at the different price.
05Guide sectionWhat if the worker drives me somewhere?
That is different from the worker travelling to your home.
Support at Home includes transport services for eligible participants.
Direct transport is where the provider supplies a driver and vehicle to take you to an appointment, activity or other destination.
A provider may agree on a per-trip price or, where the exact cost is not known in advance, an agreed per-trip price range. The cost may take account of:
the length of the journey
distance or travel time
mobility assistance required
other relevant costs.
Once the per-trip charge has been applied, the provider cannot add further fees for delivering that same transport service.
Indirect transport may involve taxi, rideshare or other transport vouchers, with the approved cost deducted from the participant’s budget.
06Guide sectionWhat if a support worker accompanies me?
Where a worker accompanies you to an appointment or community activity, the provider may charge for the approved support service being delivered during that time.
There may also be legitimate transport costs where the worker provides the vehicle or another approved transport arrangement is used.
The provider should explain in advance:
which service is being charged
how time will be recorded
whether transport is a separate approved service
whether parking or tolls are included
what participant contribution applies
the total expected effect on your budget.
It should not disguise ordinary worker travel to your home as participant transport.
07Guide sectionCan parking and tolls be charged separately?
The general Support at Home rule is that all costs of delivering a direct service must be included in one unit price.
A provider should therefore not automatically add separate parking, toll or kilometre charges unless the charge is part of a distinct approved service and is permitted, clearly disclosed and agreed under the applicable pricing rules.
Ask the provider to identify:
the Support at Home service item being claimed
the unit price
why the additional cost is not already included
where the charge is authorised in the service agreement.
08Guide sectionWhat should I check in my service agreement?
Check whether it states:
the price for each service
whether prices vary by location
whether travel is included
minimum visit times
different weekday, evening or weekend rates
transport prices
how one-off or uncertain prices will be agreed
when and how prices may change.
Be cautious where the agreement lists a normal hourly service price but the monthly statement later adds:
worker travel time
kilometre charges
travel administration
a call-out fee
a separate regional surcharge that was never agreed.
09Guide sectionWhat if I am being charged separately for travel?
Ask the provider in writing:
What service item is this charge attached to?
Why was it not included in the agreed unit price?
Where is the charge listed in my service agreement?
Was the price agreed before the service was delivered?
How does the charge comply with Support at Home pricing rules?
Will any incorrectly claimed amount be refunded to my budget and to me?
Providers must include all direct service delivery costs including travel in one unit price and cannot add separate surcharges. The Aged Care Quality and Safety Commission can require corrective action and, in appropriate cases, refunds where pricing requirements have not been met.
You can also contact:
OPAN on 1800 700 600
the Aged Care Quality and Safety Commission on 1800 951 822.
10Guide sectionWhat should I do next?
Write down the services, times and practical outcomes you need.
Ask at least two providers for written prices and an example service schedule.
Check the agreement, local availability and worker backup arrangements before signing.
11Guide sectionHelpful Local Home Help resources
12Guide sectionCheck the official guidance
Check current official costs and pricing guidance. Aged care rules, funding amounts and program guidance can change, so check the current official information before making an important care or financial decision.
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