Aged Care

Frequently asked questions

We've gathered together a list of the most frequently asked questions when it comes to aged care. If you're still not sure what to do, call us today and let one of our friendly team guide you.

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At KinCare, we often get asked questions by people looking into care for themselves or their loved ones. To help you out, our team has compiled some of the most frequently asked questions we get about our home care services.


Who are KinCare and what do they do?

KinCare is one of Australia’s leading in-home care providers. We are family owned with over 25 years’ experience in delivering home care services. Because this is all we do, our team are experts in in-home care – “We are big enough to help, but small enough to care.”

We’re committed to improving the quality of life, health and wellbeing of everyone we provide in-home care for. We know what it takes to help older Australians and people with disabilities live independently in their own homes.

Whatever your needs are, you can be sure that you and your family members will be well taken care of by KinCare.

For more information about the history of KinCare and what we offer, visit the About KinCare page.

What types of in home care or support services can I receive?

Our in-home care services and supports are for older Australians and people with disabilities. We provide care and support in a way that meets your unique needs.

If you are aged over 65 and wish to stay living in your own home, KinCare’s in-home care services can help you to continue to live comfortably and safely at home. We provide government subsidised and privately funded aged care services tailored to your needs.

The Australian Government provides two types of subsidy (or funding) to help you pay for the in-home support and services you might need to stay living at home longer: the Commonwealth Home Support Programme (CHSP) and Home Care Packages. Your personal circumstances will determine whether you are eligible for the CHSP or an HCP, and if the subsidy fully or partially covers the cost of the help and support you need.

If you are unsure about your eligibility for government funded aged care services—or how to access a government subsidy—our friendly team can help. Call us on 1300 702 319 and we can help you navigate the My Aged Care system so you get the right funding and best services and supports for you.

For more information about the CHSP and HCP, and the differences, visit our Funding Aged Care page.

If you are not eligible for government funding for aged care services, KinCare’s in-home care services can also be privately funded. Talk to our team about your circumstances and the support you need.

KinCare also provides NDIS funded and privately funded in-home support and services for people with disabilities. For more information regarding our disability services, visit our Disability Services FAQs page.

What types of services do KinCare offer older Australians?

KinCare provides a wide range of support to help you live safely and comfortably in your own home for longer. Our services aim to support you to be healthy and enjoy an improved quality of life. We also provide services to help carers take a break and recharge.

Our specialist health services support your physical and emotional health and well-being. Visits to your home by our qualified registered nurses, occupational therapists, physiotherapists and palliative care team can make your life easier while ensuring you are receiving the right support and services to maintain your mobility, safety, comfort and dignity.

If you enjoy getting out and about and staying connected to family and friends, support from our Home Care Workers and Community Support Helpers can ensure you stay socially active and continue to enjoy outings, hobbies and interests away from home with ease. Our friendly staff can transport you to appointments or activities so you never have to miss your favourite occasion. We can also support you to connect with family and friends online from the comfort of your lounge room, or to learn to use the internet to find information and pay bills.

A little bit of help around the home, or assistance to look your best every day, is a great way to feel good about your home and yourself. Our in-home care team can help with home maintenance, domestic tasks such as regular cleaning, personal care including showering and dressing, and meal preparation. Choose the type of assistance you need based on your own personal circumstances.

If you care for a loved one, it’s important to also look after your own health and well-being. This might mean taking some time out to visit friends, looking after your personal needs or completing activities to keep your life running smoothly. Whether it’s for just a few hours or a weekend, KinCare’s experienced staff can step in to care for your loved when you need a break to rest and recharge. By choosing our regular or flexible respite services you will always know your loved one is in good hands.

For more detailed information about how our services can help you, please visit the Aged Care page now.

How much do KinCare services cost?

Information about the cost of KinCare’s services is available on our Pricing page.

The Australian Government provides two types of subsidy (funding) to help cover the cost of services you might need to stay living in your home for longer. These are called the Commonwealth Home Support Programme (CHSP) and Home Care Packages.

Your personal circumstances will determine whether you are eligible for a government subsidy and the level of funding you will receive. Depending on your situation, the subsidy may cover the costs of your in-home care services in full. In some cases, you may be expected to contribute to the cost of your care from your personal income.

If you need help applying for a government subsidy, our friendly staff can assist you. We can help you navigate the My Aged Care system and find the best support to suit your needs. Call us on 1300 702 319 to talk about your situation.

What are KinCare’s exit and fee policies?

Charging exit fees is optional for home care providers. At KinCare, we’ve chosen to completely waive exit and upgrade fees, because we understand your circumstances can change easily.

Some home care providers require customers to pay exit fees of up to $5000 if they decide to leave and sign up to another provider. The amount charged for exit fees varies across the sector. Regardless of the amount, it’s important to know that this fee is only payable if it is outlined in the Home Care Agreement you signed. When you leave a provider, the exit fee is deducted from any unspent funds.

KinCare Customers do not pay any exit or upgrade fees. We have decided to waive these fees to give our Customers greater choice and flexibility when it comes to choosing the right provider.

What happens if I’m having trouble paying my fees?

If you’re having money troubles, you can apply for financial hardship assistance through Centrelink, (Department of Human Services). This assistance may help with covering the costs of the basic daily fee and/or income tested care fee if you have a Home Care Package. However, this is subject to an updated means test.

Are there annual caps with KinCare?

Yes. Annual caps are set from the date you start aged home care. The annual cap follows you as you move between providers, services and care levels. Centrelink will advise you and us if you reach your annual or lifetime cap.

How do the Government reforms affect me?

In recent years there has been significant reform to the Government’s Home Care Packages program to ensure it meets the care needs of older Australians. The aim of the changes is to give consumers greater control of the services and supports they choose, including the ability to change providers and choose exactly the services they need.

One significant change, introduced in 2015, was to ensure all home care packages are delivered through a consumer directed care approach. This means you are given a budget (funding) to help cover the cost of your coordinated care plan and you decide how it is allocated. This approach gives you more choice and flexibility about the types of services and supports you need and want. At KinCare, we work with you to tailor your HCP services to suit what you need so you can have control over how your funding is used.

In February 2017, the Australian Government brought in the Increasing Choice in Home Care reforms. These reforms aim to ensure Home Care Packages are provided in a much fairer way to all older Australians.

After a successful application, your Home Care package is now assigned based on your individual care needs and personal circumstances, and the length of time you’ve waited for care.

You now have more choice and flexibility over the home care services you receive. You control the selection of your home care provider, completely replacing the old allocation process, and you have the flexibility to change your home care provider as your needs or circumstances change.

What career opportunities are available at KinCare?

The Aged Care sector is one of Australia’s fastest growing industries. With 25 years of experience in home care, KinCare is a leading provider offering many varied career opportunities.

A career in aged care at KinCare provides the opportunity to improve the lives of older Australians and people with disability while being rewarded with a challenging and inspiring role.

If you would like to join a team of passionate and dedicated people who make a difference every day, let us know. To find out more about a career at KinCare, visit our Careers page.

I’ve just recognised that I (or a loved one) need additional care. How do I get started?

Many people prefer to remain living independently at home as they grow older. Getting in-home care can provide the extra help and support to make this possible.

KinCare’s in-home care services can help you or your loved one continue to live at home safely and comfortably rather than moving into residential care.

Depending on your circumstances, you may be eligible for a government subsidy to help cover the costs of the services or support you might need at home.

KinCare can help you to navigate the Government’s My Aged Care system to determine whether you are eligible for funding. We can walk you through the system and assist you when you are allocated funding.

While you wait for your subsidy, you can also choose to purchase KinCare’s services and supports using your personal income. Our Customer Care Managers will work with you to find out what services you will benefit from.

How does in-home care differ from residential care?

Residential care is where a person moves out of their own home into long-term accommodation. This is usually most suitable for those finding it difficult to continue living independently and safely in their own home. There are three types of residential care: independent living in retirement villages; assisted care facilities; and nursing homes.

In-home care is where a person stays living in their own home while receiving support at home to help them continue to remain independent.

As a leading in-home care provider, KinCare provides a wide range of services and supports. Whether you need practical domestic assistance, personal care, social support or complex care including nursing, clinical services and palliative care, KinCare can help you. We can provide most of these services 24/7, just like a nursing home.

Unlike residential care, in-home care can offer much more flexibility. This means you can customise your support services to your unique needs.

Studies have shown that the more in-home care a person receives, the lower the likelihood they will enter residential care due to the life-enhancing benefits of independence and support.

For more information about the differences, visit our Comparing In-Home vs Residential Care page.

I need care urgently but my Home Care Package funding isn’t available yet. Can KinCare help?

Yes, KinCare can assist if you are waiting for a Home Care Package to be allocated.

To help while you wait, you may wish to purchase in-home care services privately from KinCare through our Private Care team. This can give you immediate help.

KinCare can also assist you to apply for interim funding such as the Commonwealth Home Support Programme (CHSP).

Our specialist team can also help you to apply for application fast tracking or a reassessment. Both these options can help you to get your home care services started sooner.

Call us to find out how we can help you while your funding is allocated. For more information, visit the While you wait page.

How do I apply for funding to help pay for in-home care?

KinCare can assist you with applying for and accessing aged care government funding such as a Home Care Package (HCP) or the Commonwealth Home Support Programme (CHSP). For either option, you will need to have an assessment to determine your eligibility.

KinCare can talk you through the process, or follow our step-by-step guide.

Call us on 1300 702 319 to talk to one of our friendly staff about your situation and the next steps.

I’m not eligible for government funding, can I still get services from KinCare?

Yes definitely. At KinCare, you can purchase any of our in-home services privately, meaning you cover the cost from your own personal income, rather than with a government subsidy. We will discuss your needs and tailor a Private Care solution to your unique situation.

Whether you need a few hours per week of help around the house, specialist medical nursing around the clock for a complex condition, or end of life care at home, we can tailor our services to meet your needs.

Catering to all family budgets, our most popular services start from just $185/week.

For more information, visit our Private Care page.

How can I switch to KinCare?

Switching to KinCare is quick and easy. Follow the steps below or read our step-by-step guide here.

  1. Call My Aged Care on 1800 200 422 to tell them you are changing providers. You will be provided with a referral code.
  2. When you have your referral code, call KinCare on 1300 702 319. We will talk about your needs and tailor a care plan just for you.
  3. Agree on an end date with your current provider.
  4. Tell KinCare the agreed end date with your current provider and when you would like to start your services. We will arrange for your services to commence.

If you need help, call us and we will assist you to make the switch to KinCare smoothly and quickly.

In which locations can I access KinCare’s services?

KinCare offers in-home aged care services in over 16,000 locations across Australia. To find services in your area, visit our Find a service page.

Why should I choose KinCare?

KinCare is a leading in-home care provider with over 25 years of experience in delivering services and support to older Australians and people with disabilities.

We offer a broad range of in-home services from domestic assistance around the home to support to stay socially connected with family friends. You’ll find all the in-home care services you need at KinCare.

We take the time to understand your needs and preferences so we can provide tailored, flexible services personalised to your needs.

We provide professional, highly trained staff who truly care. At KinCare, we ensure you receive the highest quality of care.

We provide services and support 24 hours a day, 7 days a week, including weekends and public holidays.

At KinCare, we understand your circumstances can change easily. For this reason, we have chosen to waive all exit and upgrade fees.

For more information about why you should choose KinCare as your in-home care provider, visit our Why KinCare? page.

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