What you need to know about optional fees in residential aged care.
The Higher Everyday Living Fee (HELF) is an optional fee for extra services that go beyond the standard care and services every resident is entitled to.
It’s important to know that every resident is entitled to high quality care and services, whether they pay extra fees or not. HELF is simply there to provide additional choices and it should never become a barrier to quality care, dignity or informed choice.
Quick facts
- Aged care providers set their own prices for HELF options.
- HELF cannot be charged for accommodation.
- All residents receive standard care and services under the Aged Care Quality Standards and the Service List, whether they pay HELF or not.
- Residents can not be charged for a service they don’t want, don’t use or haven’t agreed to.
Learn more from the Department of Health, Disability and Ageing
Understanding bundled services
Sometimes, providers offer a package or ‘bundle’ of services together (like combining TV, phone and internet).
- You are never required to accept a bundle.
- If a bundle includes something you can’t use, you shouldn’t end up worse off financially.
- Every service in a bundle must also be available for you to buy on its own.
Higher Everyday Living Agreements
Higher Everyday Living Fees must be set out in their own agreement, called a Higher Everyday Living Agreement (HELA), which is separate from the accommodation and service agreement. A provider cannot charge HELF unless there is a HELA in place. The agreement must identify the services, cost, standard, frequency and charging method.
There are two types:
- Standing (written) agreement: For ongoing extra services planned in advance (like weekly yoga, ongoing Wi-Fi or regular haircuts). This must be in writing.
- Ad-hoc agreement: For one-off, spontaneous service requests (like grabbing a coffee at the onsite cafe). These can be agreed verbally.
Providers are encouraged to use standing agreements wherever possible.
Protections apply to Higher Everyday Living Agreements
- A HELF cannot be agreed or charged before a resident has entered care and cannot be made a condition of entry or used to secure a room.
- The HELA must be signed separately and only after the service and accommodation agreement has been signed.
- A 28 day cooling off period applies after signing, during which the resident can cancel or change the agreement.
- Every HELA must be reviewed at least once a year.
- A provider cannot start charging for a service that used to be included – such as a bus outing or a ‘club’ menu.
- HELF cannot be forced on a resident and a resident cannot be charged for a service they do not want or will not use.
- Any charge for additional services must go through a HELF agreement, with the consumer protections above – it cannot simply be charged.
What we, along with other peak bodies representing older people in Australia are calling for
- Clear national guidance on standard services and HELF eligible extras.
- Free or low cost access to television and basic internet as standard inclusions, not optional fees. It is an important source of connection, particularly for residents with low mobility.
- Action to prevent HELF from creating a two tiered aged care system, so that quality of life is not determined by ability to pay.
- No charges for services and activities that were previously free or are delivered by volunteers (e.g. choirs).
- Consistent enforcement of HELF consumer protections, including cooling off rights, separate agreements, bundling rules and a clear consent process with protection for people with limited decision making support.
If you have concerns about your aged care services, call 02 9281 3600
