Fee Transparency and Financial Governance Policy

Australian aged care providers are required to give consumers clear, accurate, and timely information about fees and charges. This policy template sets out how your organisation discloses pricing, manages financial agreements, and meets the obligations introduced under the Aged Care Act 2024 and the Support at Home program. It is designed for facility managers, compliance officers, and finance leads who need a practical, auditable framework.

What This Policy Covers

Fee transparency in aged care goes beyond publishing a price list. It requires providers to communicate costs before services begin, explain any changes to fees in writing, and maintain records that can be reviewed by regulators or consumers at any time.

This policy template addresses the full scope of financial disclosure responsibilities, including:

• Pre-entry and pre-service fee disclosure requirements
• Written financial agreements and consent processes
• Pricing structures for residential, home care, and Support at Home services
• Fee variation processes and notice obligations
• Hardship provisions and fee waiver procedures
• Financial record keeping and audit trails

Why This Policy Matters for Compliance

The Aged Care Act 2024 introduced strengthened fee transparency obligations that apply to all approved providers. Consumers now have a legal right to receive written statements of fees before entering care, and providers must be able to demonstrate that consent was informed and freely given.

The Support at Home program, which replaced the Home Care Packages program, brought new pricing disclosure requirements. Providers must publish their Support at Home pricing schedules, itemise services on monthly statements, and give consumers enough information to compare options and make decisions about their care budget.

Non-compliance with these obligations can result in sanctions from the Aged Care Quality and Safety Commission, civil penalties, and reputational damage. A well-maintained fee transparency policy is your first line of evidence that your organisation takes these obligations seriously.

RequirementApplicable FrameworkProvider ObligationPre-entry fee disclosureAged Care Act 2024Provide written fee information before the consumer enters careSupport at Home pricing scheduleSupport at Home Program RulesPublish and maintain a current pricing schedule for all Support at Home servicesItemised monthly statementsSupport at Home Program RulesIssue statements showing individual services delivered and costs chargedFee variation noticeAged Care Act 2024Give consumers written notice before any fee increase takes effectHardship provisionsAged Care Act 2024Have a documented process for assessing and granting fee relief

What a Good Policy Should Include

A strong fee transparency policy does more than restate the law. It gives staff clear, practical guidance on what to do and when. When writing or reviewing your policy, check that it covers the following areas.

First, the policy should define who is responsible for preparing, communicating, and updating fee information. This includes the role of the finance team, care coordinators, and senior management. Second, it should set out the process for getting informed financial consent, including what documents are signed and when. Third, it should address how fee disputes or complaints are handled, with a clear escalation path.

Financial governance does not sit in isolation. Your fee transparency policy should connect to your Record Keeping Policy to make sure financial agreements and statements are retained in line with regulatory requirements. It should also reference your Consumer Rights, Dignity and Choice Policy, since the right to clear financial information is part of a consumer's broader right to make informed decisions about their care.

How Governa Helps Providers Stay Compliant

Governa's AI compliance tools, including the Norma compliance bot, help aged care providers identify gaps between their current policies and the requirements of the Aged Care Act 2024 and Support at Home reforms. Norma can flag outdated fee disclosure language, missing procedural steps, and policy gaps that may not be obvious during a manual review.

Our Policy Templates Library gives providers a practical starting point for over 35 policy areas, written by aged care compliance specialists and updated as regulations change. Each template is designed to be customised for your organisation's specific services and structure.

Download the free fee transparency policy template below, or book a demo to see how Governa can help your team manage compliance obligations across your full policy suite.