Recently, a woman named ‘Ruth’ (not her real name) shared a distressing story with The CareSide about her current home care provider. Here is a lightly edited version of her message:
‘I have come to the conclusion that my provider is not doing their job properly, especially after I fell yesterday while bringing in the washing. I have been with them since February, and I’m on a Level 3 care package—but haven’t once had any home help. I was in trouble yesterday afternoon trying to get up after hitting my back and injuring both of my hands. My thumbs are badly bruised, and I’m in a lot of pain.
I’ve been asking for a [wearable device] just in case I fall. It happened yesterday, and I did not have my [mobile phone] in my walker. I’m at the point where I can see that my provider is not doing their job properly. I get no home support even though I’m entitled to it. I’m in so much pain. I let them know what happened, but no one bothered to check to see if I was okay.’
Reading Ruth’s message, it’s hard not to wonder whether a different provider would better support her. So why hasn’t she changed?
Unfortunately, Ruth’s story isn’t uncommon. Many older Australians hesitate to transfer care services—even when their current support is falling short. The process of switching providers isn’t difficult, but the decision itself can feel overwhelming.
Here are four common reasons people hesitate to change home care providers.
Reason 1: ‘My situation could worsen.’
Before she signed up with The CareSide, Yvonne, 85, spent more than 10 years with her previous service provider. Yvonne lives in a remote area, so reliable support is essential for her to remain independent and safe at home.
Although Yvonne had been with her previous provider for a long time, the support was subpar and unreliable. Her daughter, Karen, explained to our team that Yvonne missed out on many services, accumulated a large surplus of unused funds, and frequently experienced last-minute cancellations from support workers.
‘The hardest thing for us to do,’ Karen told us, ‘was take that leap and cut ties with our [previous provider].’
‘It’s like the saying, “Better the devil you know” — we were in that state for quite some time.’
Changing providers can feel risky.
Like Yvonne, many in-home care recipients worry that switching providers could make things even worse. In other words, they don’t want to jump out of the frying pan and into the fire. Some care recipients don’t even recognise they’re in the frying pan—they simply push through each day with insufficient support because they don’t fully understand the system or realise they have other options.
But you do have options.
Australia’s home care system follows a consumer-directed model, meaning you have control over the support you receive and who provides it. You can transfer your home care services at any time for any reason.
And if you’re uncertain, ask yourself:
“Knowing what I know now, would I rehire my current provider?”
Your response to that question should give you clarity. If you decide to change providers, your past experience can help you make an informed decision moving forward. Use the Find a Provider tool on My Aged Care to create a short list of options, ask questions, and be cognisant of common red flags, such as:
- Confusing Fees and Statements: Are monthly statements difficult to understand? Do you have unexpected fees, or find that a significant portion of your funding goes toward administrative costs? Before you commit, clarify the types of monthly statements you’ll receive and ask for a breakdown of how your budget will be used.
- Reliability and Local Coverage: Does the provider have the staff and infrastructure to reliably deliver services in your area? Some larger providers are stretched thin geographically, while smaller regional ones may not have the resources to provide dependable support services. Look for providers that have staff and systems to deliver reliable care where you live.
- Poor Communication: How many care managers have you had with your current provider? Is there constant turnover? Does it feel like your provider has gotten too big, and now you’re just a number? Communication and continuity of care are essential to effective in-home care, so when searching for a new provider, ask staff-related questions about training, workloads, and qualifications.
Home care should not feel like a ‘better the devil you know’ situation. Many providers across Australia are capable of delivering reliable support—but as Karen said, sometimes the hardest part is deciding to make a change.
Reason 2: ‘My funds will be lost or frozen.’
A common misconception is that you will lose your government funding if you change providers. Fortunately, that’s not how the system works. Even if you change providers multiple times, your funding remains with you, including unspent funds you’ve accumulated. Your current provider can only retain payment for services and products already delivered. Some providers may charge an Exit Fee, so it’s worth reviewing your Home Care Agreement before you make a switch.
If you are a Support at Home participant and you decide to transfer services, there are a few important timelines to understand:
- Your previous provider has 60 days to finalise outstanding invoices after your services end.
- Any unspent participant contributions (fees) will be repaid to you within 70 days after services stop. The government-held portion of unspent Home Care Package (HCP) funds will transfer to your new provider immediately.
- Your new provider may not have a fully updated view of your budget for up to 28 days after you begin receiving services.
If this seems like a lot to keep track of, keep in mind: your existing provider and your new provider must help facilitate the transfer and ensure a smooth transition.
There are also a few practical steps you can take to make the transition smoother:
- Find a new provider that can deliver the services you need
- Discuss your care plan and confirm a start date
- Notify your current provider about your decision to transfer
- Confirm a cessation date with your current provider
In most cases, it’s best not to end your current agreement until your new provider is ready to begin services.
Reason 3: ‘I’ll self-manage my care.’
Some home care recipients who become frustrated with their provider recognise they need to make changes, but they don’t want to transfer services—so they decide to self-manage their care instead. Self-managed home care is a legitimate option if you want more control over your budget and support workers. But it should be a genuine preference, not a cover-up for inadequate support.
If you’ve had poor experiences with your in-home care, it’s only natural to lower your expectations or try to control everything yourself. In the short-term, that can feel like a logical solution.
But it’s important to also think long-term. Health and care needs often evolve, and many people benefit from having experienced professionals helping them navigate the aged care system.
Ask yourself:
“Is my provider delivering the level of support I need?”
If the answer is “No,” finding a more reliable provider is likely a better solution than trying to manage everything on your own.
Along those lines, it’s also important to recognise what ‘good’ care management looks like.
If you’ve only ever had one home care provider, you may not realise how different your experience can be with the proper support team. Good care management feels stable, responsive, and organised.
You should have consistent communication with a care manager from the moment you sign up. That person should understand your care plan, check in with you regularly, and help coordinate your services as your needs change over time.
If that hasn’t been your experience, then it might be time to explore other options.
Reason 4: ‘I’m not well enough to change providers.’
Some home care recipients don’t feel physically or emotionally capable of changing providers, even if they know it’s in their best interest.
Although the process of transferring care is relatively straightforward, it can still feel overwhelming—especially for individuals living alone, managing serious health conditions, or receiving limited support from friends and family. Many of these people remain with inadequate providers because they see no other option.
Fortunately, there is assistance available for people who find themselves in this situation:
Older Persons Advocacy Network (OPAN)
The Older Persons Advocacy Network (OPAN) provides free, independent aged care advocacy services to thousands of people across Australia. OPAN helps care recipients understand and exercise their aged care rights, navigate the aged care system, find services that meet their needs, and address concerns with their aged care providers. You can learn more by calling OPAN’s advocacy line (1800 700 600) or by visiting the Get Support page on their website.
Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission is also a reliable resource, especially when it comes to addressing issues with home care providers. If you’ve raised concerns with your provider, but the situation hasn’t improved, you can escalate complaints to the ACQSC and ask them to investigate further. You can also visit My Aged Care to learn more about raising complaints and concerns.
FAQs About Changing Providers
Question: Do I need a reason to change home care providers?
Answer: No, you don’t need a reason or explanation for switching providers. You can transfer your care at any time, for any reason.
Question: If I change providers, can I take my caregivers with me?
Answer: In most cases, yes. Many home care recipients seek change because they are having issues with their provider’s management—not with the support workers who deliver their services. Most of the time, though, you can continue working with those individuals even after you’ve transferred services.
Question: What is the notice period for changing home care providers?
Answer: Your notice period will be outlined in your Home Care Agreement. Some providers may agree to shorten the notice period if requested.
Question: Can my current provider stop services once I notify them that I plan to change?
Answer: Your current provider cannot stop delivering care simply because you’ve chosen to transfer. When you notify them of your plans, you’ll both agree on an end date (i.e. cessation date).
Question: How do I know when it’s time to make a change?
Answer: There’s no single reason people decide to change home care providers. Some switch because the support services are unsatisfactory or overpriced; others move closer to their family members and loved ones, and relocating causes them to transfer services.
In many cases, the clearest sign is simple: you no longer feel confident that your provider is helping you live comfortably in your home. If repeated concerns remain unresolved, or your care feels inconsistent and unreliable, it may be worth exploring other options.
