Support at home departures

The Support at home program replaces the Home Care Packages program from 1 November 2025.

From November 1 2025, you need to manage the departure of all care recipients using the Support at home departure process. This includes recipients who were previously on the Home Care Packages program.

You’ll need an individual Provider Digital Access (PRODA) account to access the ACPP. If you don’t have one, you can register for an individual PRODA account.

Log in to PRODA

Your obligations as a service provider

When a care recipient departs your care, you will have 28 days from their end date to notify us of the change. If a care recipient leaves your care, they’ll need to agree on an end date with you. You need to report the departure date. This includes transfers between services under the same provider. Ensure any applications for supplements are finalised prior to registering a departure.

You can tell us about departures in the ACPP.

You must complete information sharing obligations regarding account balances and services delivered with the gaining Service provider.

Departing the care recipient from your care

To depart a care recipient, you’ll need to be on the care recipient profile.

1. In the Circumstances tab, select Departure.
2. Select Register departure button
3. Select the Entry category / date, enter the departure date and reason then Submit.
4. If you’ve successfully filled in all the relevant information, you’ll see a Success receipt display.

Supplements are not required to be end dated for the care recipient. Supplements can remain active on a care recipient profile to continue to have the supplement paid correctly and without disruption.

Claiming final invoice amount within 60 days after departure

When someone leaves your care, you have 60 days to finalise any care events.

You can also claim any outstanding invoices within 60 days of the departure date, to be paid out of the care recipients' budgets.

Claims made 60 days or more after departure

Any claims made outside of the 60 days go through a delegate approval process.

If you need to make changes outside of the 60-day period, you’ll need to upload or submit the relevant documented evidence prompted in the ACPP.

For information on how to claim invoices go to, Claiming Web page.