Opal Healthcare has refunded and credited about $190,000 to almost 350 aged care residents following a regulatory review into the provider’s use of Higher Everyday Living Fees (HELF).

The review by the Aged Care Quality and Safety Commission examined how Opal applied the new fee arrangements, which began on 1 November 2025 and were intended to give residents greater choice over optional higher-standard services.

Government guidance makes clear that providers cannot use HELF to charge residents for services they were already receiving at no additional cost before 1 November 2025. The arrangements also state that residents should not be asked to pay for services they cannot or will not use.

The Commission has said several providers have acknowledged errors in applying HELF and that refunds have been made where existing residents were charged inappropriately. Its regulatory work includes examining whether providers are properly considering the interests of older people when setting prices.

In Opal Healthcare’s case, the review led to changes to charging practices and agreements, as well as the restoration or provision of services that residents had previously been charged for without an additional fee.

SBS News reported that Opal said it identified charges affecting about 2 per cent of residents after changes to the program guidelines and voluntarily reversed the relevant fees for those affected.

The issue has also prompted the federal government to move to amend the Aged Care Rules 2025 so providers cannot charge a HELF for services residents were receiving at no extra cost before 1 November 2025.

Aged Care Minister Sam Rae said the government wanted the expectation already set out in guidance to be made clearer in law, following cases where existing residents were asked to pay for services that had previously been included in their care arrangements.

The changes are intended to give older Australians, their families and providers greater certainty about what can and cannot be charged under the HELF system.

Source: SBS News · Australian Government Department of Health, Disability and Ageing · Aged Care Quality and Safety Commission