If someone you love is in residential aged care and enjoying the benefits of an additional services package, there is a deadline worth knowing about.
All existing additional service and extra service fee agreements will cease on 31 October 2026.
From 1 November 2026, residents who want to continue receiving eligible additional services will need a new Higher Everyday Living Fee agreement.
For older people and their families, this is an opportunity to discuss the service offering with their provider and review what they are paying for, what they receive and whether they still want or can use each service.
Why are aged care extra fees in the news?
Recent media coverage has raised serious questions about the way some residents have been charged for additional services.
The issue received national attention through a 60 Minutes investigation titled “The Aged Care Rip-Off” and reporting by The Guardian. Other families have raised concerns about residents being charged for services and activities they cannot access or do not use.
These stories are distressing and raise important questions. However, families should not assume that every provider or every additional service arrangement is the same.
In most cases, the best outcomes come from families and providers communicating openly and working together. The aim should be a positive and respectful partnership that keeps the older person’s needs, preferences and wellbeing at the centre of every decision.
If an older person wants to pay for and enjoy the benefits of a higher level of amenity and services, that decision should be respected.
What has the Aged Care Quality and Safety Commission said?
The Aged Care Quality and Safety Commission has launched investigations into several providers over concerns that Higher Everyday Living Fees may be used in ways that are inconsistent with the rules and residents’ rights.
Aged Care Quality and Safety Commissioner Liz Hefren-Webb has been clear: “Higher Everyday Living Fees are optional.” As part of their sector regulation role they scrutinise the offering, support the rights of older people who opt to enjoy the benefits of HELF and act to protect those where charges are not in alignment with The Aged Care Act.
What changes on 1 November 2026?
Additional service fees and extra service fees were used under the previous aged care arrangements.
Homes have not been able to enter into new agreements of this kind since 1 November 2025. Agreements already in place could continue during a 12-month transition period.
Existing additional and extra service fee agreements will cease on 31 October 2026.
From 1 November 2026:
- a new Higher Everyday Living Fee agreement can commence if the resident wants to continue receiving eligible services
- the resident can choose which eligible services, if any, they want
- the services and prices offered under the new agreement may be different
Providers will speak with affected residents and families before the deadline and clearly explain what is changing.
What is a Higher Everyday Living Fee?
A Higher Everyday Living Fee, usually called a HELF, is an optional charge for a service that is additional to, or of a higher standard than, the service the home is required to provide.
Depending on the home, this might include premium toiletries, subscription television, additional outings, premium menu choices or a wider selection of beverages.
A HELF is a separate agreement that is signed after the person moves into the home, and the person can decide which services, if any, they want.
Services offered in a bundle must be available to purchase individually.
Why does a positive relationship with the provider matter?
Residential aged care works best when the older person, their family and the provider see themselves as partners.
Families know the older person’s history, preferences and personality. The provider understands the care environment, available services and the practical requirements of delivering care. Both perspectives are important.
A positive partnership is one in which older people and families can ask questions and raise concerns. It means doing so openly and constructively, giving the provider an opportunity to explain, review and resolve the issue.
Good communication can prevent misunderstandings, clarify expectations and help everyone remain focused on the older person’s wellbeing.
What should families do?
Start by finding the current additional or extra service agreement and checking the resident’s account.
Ask the home:
- What is the resident currently paying for?
- Which services have they actually received and used?
- Which services will continue after 1 November 2026?
- Will each service be available separately?
- What will each service cost under the new agreement?
- What happens if the resident can no longer use a service?
- How can the agreement be changed or cancelled?
Do not assume the resident must accept the new agreement or package. Equally, do not assume that every charge is inappropriate. Ask the provider to explain the services, costs and available choices clearly.
An ongoing HELF agreement has a 28-day cooling-off period and must be reviewed at least annually to check that the resident still wants and can use the services.
What if the current charges do not seem right?
Ask the provider to explain the charges in writing and identify the agreement authorising them.
Many concerns can be resolved through a clear conversation and a careful review of the account.
If the concern is not resolved, or the family believes the resident’s rights or wellbeing are at risk, it can be raised with the Aged Care Quality and Safety Commission on 1800 951 822.
Families can seek free advocacy support through the Older Persons Advocacy Network on 1800 700 600.
Asking questions does not need to damage the relationship with the home. A good provider should be willing to explain its fees, listen to concerns and work with the family towards an outcome that supports the older person.
The goal is a transparent, positive and supportive partnership in which the older person remains at the centre.
Aged Care Conversations provides independent, commission-free guidance to help families understand residential aged care fees, review agreements and prepare for constructive conversations with providers.
Sources and further information
- 60 Minutes: Arcare class action allegations
- Aged Care Quality and Safety Commission: Commission cracks down on misuse of Higher Everyday Living Fees
- Department of Health: Higher everyday living, additional and extra service fees
- ABC News: Aged Care Minister pursues claims providers are charging for basic services
- The Guardian: Arcare class action allegations
- The Guardian: Charges for services residents could not use