Consumer Perspectives Project

The project aimed to better understand consumers’ needs and their understanding of what makes for a decent life in old age.

This project was conducted in two stages.

The first stage of this project undertook consultations with providers, government and peak bodies to gain a picture of changes in the supply side of the market in home care services with the process of aged care reform, particularly in relation to the transition of the Home and Community Care (HACC) Program in Victoria. During the interviews with the supply side we identified the need for suppliers to better understand what consumers need, want and especially around the extent of willingness to pay and types of services they are willing to pay for.[1]

The second stage of the project aimed to provide crucial information to enable the reforming service system to address the needs and preferences of older consumers, particularly those who come from groups with particular needs or those who are harder to reach but are in need of support in the community.

[1] Hill, R. Consumer Perspectives Project: Supply Sides Observation Paper, May 2017. COTA Victoria, for the Ageing Disability and Mental Health Collaborative Panel.


The Panel would like to acknowledge the consultant, Katelijne Lenaerts from Synergy Insights Consulting, for leading the co-design process.

For further information about the co-design process used in this project you can contact COTA Victoria on 03 9655 2100 or email