Aged Care Quality Bulletin #9

Provider Newsletter 2019/14

In this issue:

Residential Care:

Diversity Action Plans now available

Under the Aged Care Diversity Framework, a range of action plans were launched by the department in February 2019.

The action plans aim to assist providers and consumers to address specific barriers and challenges faced by:

The action plan for older people from CALD backgrounds is available in 27 languages for consumers.

Hard copies of the action plans are available to be ordered by emailing

Update on the Specialist Dementia Care Program

The Specialist Dementia Care Program (SDCP) will provide care for people who exhibit very severe behavioural and psychological symptoms of dementia, who are unable to be effectively cared for by mainstream aged care services.

A prototype SDCP unit has opened in Perth at The Village residential aged care facility in Inglewood. This prototype unit is being operated by Brightwater Care Group and will inform the SDCP model as the program is rolled out more broadly.

Referrals to the prototype SDCP unit are open for people in the Perth North PHN region. Eligibility requirements can be found in the SDCP Framework on the department’s website.

For more information on the referral process please visit the Dementia Support Australia website.

The grant opportunity round for phase one of the program has now been finalised. Negotiations are underway with seven aged care providers across six Primary Health Network regions - Adelaide, Australian Capital Territory, Brisbane North, Brisbane South, North Western Melbourne and North Queensland. It is expected this phase of units will start operating from April 2020.

REMINDER to have your say on the Serious Incident Response Scheme

A reminder to residential aged care providers that feedback on a Serious Incident Response Scheme (SIRS) is due on Friday 4 October 2019.

The feedback will assist in the development of the finer details of a SIRS and inform further advice to government on structure and operation, legislative requirements and resourcing implications.

Have your say on the department’s Consultation Hub by:

  • completing the online survey OR

  • uploading a submission.

Residential Aged Care Funding Reform update

A recent Request for Tender sought assessment management organisation/s to provide an independent external workforce for the duration of the trial. Tenderers will be notified of the outcome shortly.

Once organisation/s are engaged, trial sites will be selected from amongst the more than 850 residential aged care facilities, or 70,000 places, who nominated to participate. Thank you to all facilities who expressed an interest to take part in the trial.

Further information, including an updated fact sheet is available on the department’s website.

If you have any questions that are not addressed by the fact sheet please email

Data upload for CHSP 'grandfathered clients' closes 23 October 2019

Data upload for CHSP 'grandfathered clients' closes 23 October 2019

Commonwealth Home Support Programme (CHSP) providers have five weeks to finish uploading grandfathered client data into the My Aged Care Provider Portal.

The deadline is 11.59pm 23 October 2019. No extensions will be possible.

By the deadline, CHSP providers need to complete:

  1. collecting data from ‘grandfathered clients’

  2. entering data into the data collection template (spreadsheet)

  3. uploading the data collection template into the My Aged Care provider portal

  4. manually adding service information for each client uploaded in the provider portal.

The addition of service information for each client may take some time for providers with large numbers of grandfathered clients. Providers are encouraged to start this activity in the provider portal as soon as possible.

Further information and help is available


  • If grandfathered clients are unwilling to give you the necessary information, please let them know there is no impact on their current services.

  • There are no ‘offline’ options for submitting the data collection template (spreadsheet) – your organisation administrator must upload it into the My Aged Care provider portal and enter the service information for each client.

  • If a client is unwilling to provide their Medicare, Department of Veterans’ Affairs or Centrelink Reference Number, you can still collect and submit their other client details. The department is looking at longer term options for getting these clients a My Aged Care client record.

  • Some providers have uploaded their client information in the provider portal but have not submitted the final information – please click ‘submit’ once all clients are in a status of ‘ready to submit’. Details can be found in the Quick Reference Guide.

Provider Newsletter 2019/13

In this issue:

Home Care:

Residential Care:

Reminder: Home Care Pricing Information

Since 1 July 2019, it has been a legislative requirement for home care providers to publish their pricing information on the My Aged Care website to improve the transparency and comparability of this information for senior Australians.

The department is actively monitoring home care providers’ compliance and will take necessary action, where appropriate.

Providers should:

  • complete pricing information against all of their operational My Aged Care service items

  • review their pricing information on the My Aged Care website, noting updates will appear by the next day.

Resources and further information to assist providers is available on the department’s website.

National Aged Care Mandatory Quality Indicator Program - First quarter data collection

Residential aged care providers should have collected quality indicator data for each of the three quality indicators for July and August, and now be collecting data for September 2019.

You must submit the first quarter’s data to the Department of Health from 1 October no later than 21 October 2019.

Check the Program Manual to make sure you meet the mandatory program’s obligations. It includes:

  • definitions for each quality indicator

  • instructions for collecting and submitting quality indicator data.

Residential Aged Care Funding Reform update

The department would like to thank all those organisations who tendered to provide assessment services for the trial of the Australian National Aged Care Classification funding assessment tool. Request for tenders are now closed and evaluation of the tenders is underway. Tenderers will be notified of the outcomes in October 2019.

A sampling strategy will be used to ensure the trial provides coverage of various regions and types of facilities. Approved providers will be informed of the outcome after we engage the assessment partners. Training for the workforce of assessors is being developed.

Further information on the trial is available on the department’s website.

If you have any questions on the trial please email

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Applications open for 2019-20 CHSP Growth Funding Round 

The department is seeking applications from existing aged care and disability service providers to deliver priority Commonwealth Home Support Programme (CHSP) services to targeted Aged Care Planning Regions.

Growth funding enables the sector to respond to the changing aged care needs of CHSP clients and aligns with the growth in Australia’s ageing population.

Growth funding is allocated based on funding priorities, which have been identified through consultation with the health and aged care sectors, national peak organisations, state and local governments and existing service providers.

At least $50 million is available in 2019-20 under this CHSP Growth Round, with funding able to be extended for two years through the extension of the CHSP from 1 July 2020 to 30 June 2022.

Applications open Friday 6 September 2019 and close Tuesday 8 October 2019 at 11pm.

Find more information on the GrantConnect website.

Email aged care or call (02) 6289 5600 if you have any questions.

Reminder to complete the ‘Future design of CHSP’ survey

The department is seeking feedback from all CHSP providers about current and planned service delivery. This information will be used to develop the design of the CHSP over the 2020 - 2022 extension period.

Ensure your views are represented in the future CHSP design process by completing the survey by Friday 6 September 2019.

The link to the survey was distributed to each service provider between 14 – 16 August 2019.

Contact your Funding Arrangement Manager or email if you have any questions or need the survey link to be resent.

CHSP program manual update and 'grandfathered clients' data collection reminder

Updated CHSP Manual available now

Updates have been made to the CHSP Manual to incorporate the:

  • extension of Victorian CHSP grant agreements (from 2019–2020)

  • transition to the Aged Care Quality Standards (from 1 July 2019)

  • introduction of the Charter of Aged Care Rights (from 1 July 2019)

  • developments in other areas (e.g. the need to record deceased clients in the My Aged Care online provider portal).

The updated CHSP Manual is effective 1 July 2019 until 30 June 2020.
Data upload window for CHSP ‘grandfathered clients’ closes 23 October 2019

The My Aged Care Provider Portal will remain open until 11.59pm
23 October 2019
 for CHSP providers to upload the data collection of their grandfathered clients.

The Quick Reference Guide [updated 25 July 2019] is available to help providers upload and submit the data collection in the My Aged Care Provider Portal. For assistance, CHSP providers can contact the My Aged Care provider and assessor helpline on 1800 836 799. The helpline is available Monday to Friday between 8am to 8pm and Saturday from 10am to 2pm.

Detailed information for CHSP providers on the registration of grandfathered clients is available on the department's website.

Aged Care Quality Bulletin #7

Data upload for CHSP ‘grandfathered clients’ opening 22 July 2019

The My Aged Care Provider Portal will open from 22 July until 11.59pm AEST 23 October 2019 for Commonwealth Home Support Programme (CHSP) providers to upload the grandfathered client data collection template.

CHSP providers should have completed the data collection template with as much client information as possible. If providers do not have access to a client’s Medicare number or Department of Veterans’ Affairs (DVA) number or Centrelink Reference Number (CRN), all other client information should still be entered into the data collection template.

From 22 July 2019, CHSP providers will need to upload the completed data collection template and input service information for each client into the provider portal. A Quick Reference Guide is available to help providers with this process.

Detailed information explaining the grandfathered client data collection exercise was provided in the 27 June 2019 letter to CHSP providers.

The new Charter of Aged Care Rights - Information for CHSP Providers

A new Charter of Aged Care Rights for people receiving Australian Government funded aged care services started on 1 July 2019.

Click on the links for information for CHSP providers about:

  • your responsibilities under the Charter (PDF)

  • resources to help you, including a letter that you could use (or adapt) to inform your existing consumers about the Charter. (PDF)

Further information, including timeframes for other aged care programs, is available on the department’s website.

Provider Newsletter Special Edition 01 July 2019

This special edition of the Newsletter has information about the changes that take effect from 1 July 2019, including:

  • My Aged Care website

  • new Charter of Aged Care Rights

  • new Aged Care Quality Standards

  • National Mandatory Aged Care Quality Indicator Program

  • improvements to home care pricing information

  • reductions to the maximum basic daily fee

  • regulation of physical and chemical restraint in aged care


Victorian Commonwealth Home Support Programme (CHSP) Funding extension update

CHSP funding agreements in Victoria are being extended for 12 months from 1 July 2019 to 30 June 2020 to align Victoria with national arrangements.

Agreements are being offered to existing Victorian CHSP service providers from May 2019.

The new funding agreements include conditions for providers to continue delivering services using a wellness and reablement approach, to support and promote client independence. Funding levels will continue unchanged, as per providers’ existing agreements.

The agreements will be based on the whole-of-government grant agreement template. The template includes a standard set of terms and conditions to improve and streamline Commonwealth grant arrangements.

Service providers should contact their Funding Arrangement Manager if they have not received their letter of offer by the end of-May 2019.