By Luke Benson. Last reviewed 13 September 2026, against Support at Home program manual V4.4.
The registered provider. Section 11.5 of the Support at Home program manual states it directly: “The provider remains responsible for meeting all regulatory requirements and provider obligations for all services delivered to a participant, including those delivered by third parties.” Section 10.6 says the same for associated providers, adding the strengthened Quality Standards.
In practice that responsibility has five parts.
Quality. The provider must be able to demonstrate it has specific arrangements in place to ensure the quality of service delivery by any associated provider (section 10.6.1).
Worker obligations. The subcontractor’s workers must meet worker obligations under the Act, including screening. The provider can refuse to engage a worker or third party where those obligations cannot be met.
Notification. Providers in registration categories 4, 5 or 6 must notify the Commission when an arrangement with an associated provider starts, is varied, extended or ends. All providers declare associated provider relationships at registration and renewal.
Care plan. The arrangement must be documented in the participant’s care plan and reviewed regularly.
Evidence of delivery. Under section 10.5, the provider must hold confirmation that the service was delivered. The subcontractor’s invoice is not listed as evidence for most services. The provider needs a delivery record: sign-in and sign-out, attendance data, a QR code at the home, or care notes.
The point providers most often miss is the last one. Outsourcing the visit does not outsource the proof. If the Commission or the Department queries a claim, it is the registered provider that has to produce the record, and “the subcontractor has it” is not an answer the manual contemplates.
How DidYouGo fits. DidYouGo puts the delivery record in the provider’s hands at the moment of the visit, whoever delivers it, so the provider holds the evidence it is responsible for.
