How to Change Home Care Providers

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Introduction

For many older Australians, subsidised home care services through the Support at Home program (formerly the Home Care Package program) or the Commonwealth Home Support Program (CHSP) are essential to ageing safely at home.

Home care in Australia is consumer-directed, meaning you can choose the best provider for your needs and goals. Government funding helps you access support services so you can continue living at home, following your own schedule, and enjoying full independence as you age with home help from your chosen service provider.

Sometimes, though, circumstances evolve, and you need to make a switch. A frequent question in the aged care sector is: ‘How do I change my home care provider?’

It’s a very common and straightforward situation—as long as you know the proper steps.

Let’s review how to change home care providers.

Do I need a reason to change home care providers?

No, you do not need a reason to transfer home care providers. All the in-home care services you receive through My Aged Care follow a consumer-directed care model. That means you always have control over the care you receive and who provides it.

Since you have the right to choose your provider, you don’t need to give a reason or explanation for why you want to switch providers. You can transfer your care at any time, for any reason. Freedom to choose your provider and change without explanation is one of the core benefits of consumer-directed care.

Is changing home care providers the right decision for me?

Although you always have the right to change home care providers, the transition requires research and planning. Before you begin the process, it’s a good idea to think through your needs, goals and personal care plan to determine whether switching home care providers is the best option for you. Common reasons to switch providers include:

Geographic relocation: If you are moving to an area where your current provider does not offer services, switching providers becomes necessary. Choosing a national provider with a footprint throughout Australia (such as The CareSide) can be advantageous if you anticipate future moves.
Changing care needs: If your health condition changes due to illness, hospitalisation, or other factors, you may require different or additional services. Whether these needs are temporary or ongoing, finding a home care provider that can meet your specific requirements is crucial.
Unsatisfactory care: Another reason to transfer providers is that you’re unsatisfied with your care. In some cases, your existing provider might be able to work with you to address your concerns and deliver the quality care you deserve.

If you believe your current provider’s costs and fees are unreasonable, you might be able to negotiate those prices.

Likewise, if you feel that your caregiver lacks adequate training for your needs, you may be able to request a different support worker who is a better fit.

However, if your current provider cannot address your concerns, transferring care might be your best option. Our guide, Changing Providers: How to Know When It’s Time to Transfer Care, offers more insight on this topic, including common misconceptions about the process.

Questions about changing service providers? We can help.
Chat with our team today.

Are there any limitations on transferring services?

Although you have the right to make changes at any time, your existing provider can impose some limitations on your transfer of care. For example, they might require a notice period, meaning you have to give them advance written notice of your intention to switch to a new home care provider. The notice period is usually 14 days, but it could be as long as four weeks.

Your current provider might also charge an exit fee, which is a flat charge covering administrative costs associated with terminating your contract. However, this fee can only be deducted from your unspent government funding. They can’t require you to pay an additional exit fee out-of-pocket.

These requirements (notice periods, extra fees, etc.) must be clearly outlined in your Home Care Agreement. If your current provider did not include those stipulations in the agreement you signed when you began receiving care, then they are not permitted to charge additional hidden fees when you transfer to another provider.

What is the process for changing home care providers?

Step 1: Search for a new provider

It’s best to complete this step first to avoid any gap in care between the end of your current provider’s services and the start of your new home care agreement.

To find a new home care provider, use the Find a Provider tool on My Aged Care. Look for providers that offer the services you need in your local area. Compile a shortlist of 3-5 providers that are a good fit for your situation.

Step 2: Contact top candidates

Next, call every company on your list (or meet in person) and discuss your needs with them.

Ask lots of questions about their costs, administrative and management fees, the quality and training of their caregivers, and their process for handling concerns. If you have specific requirements, such as caregivers of a certain gender or cultural background, be sure to address those, as well.

After you’ve connected with all the providers on your list, decide which one is the right fit for your unique needs.

Step 3: Reactivate your referral code

Once you’ve chosen a new provider, the next step is to reactivate your referral code. You can find this code in your My Aged Care portal. Call My Aged Care (1800 200 422) and let them know you’re switching providers and need to use your referral code.

Then, call your new provider, give them your referral code, and agree on a start date to begin care. Make sure this date is far enough in the future to give sufficient notice to your current provider as required by your current Care Agreement.

Step 4: Inform your current provider of the change

Finally, inform your current provider in writing that you’re making the change. Make sure you give the minimum amount of notice that’s required by your Care Agreement. Send a letter or email stating that you are transferring your care, including the cessation day—the official end date of your care. Ideally, the cessation day should be the same as the start date of your care with the new provider.

What is cessation day, and how do I avoid a gap in care?

To avoid a gap in care when you switch providers, it’s important to understand what cessation day means. Your cessation day (i.e. end date) is the day your care with your old provider officially ends. You will not receive care from your old provider on that day.

Your start date is the day when your new care begins, and it must either be on or after cessation day—you aren’t allowed to have a period when your two care providers overlap. It’s essential to understand that if your start date with the new provider is later than your cessation day, there will be a period when you are not receiving care.

To avoid any gaps in care, schedule the start date of your new services to be the same date as your cessation day. Before you finalise dates or use your referral code, make sure you understand:

The terms of service with your previous provider, particularly the notice requirements
The start availability of your new provider

Once everything is clear, arrange for your current provider to end care on the same day that care with your new provider begins. This ensures a seamless transition without interruptions in your care.

Are you interested in transferring your care to another provider?

We can provide guidance.

What will happen to my unspent funds?

A common misconception is that you will lose your government funding if you change providers, but 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.

If you are a Support at Home participant and you’re changing providers, keep these important timelines in mind:

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 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.

Your old provider is responsible for contacting My Aged Care and asking them to transfer your remaining funds. You don’t need to do anything to ensure this happens other than inform your old provider in writing of the date when you want to transfer care.

If your Home Care Agreement specifies an exit fee, your old provider will deduct this agreed fee from your remaining funds before transferring them. If the exit fee exceeds your unspent funds, they will only charge the remaining amount in your package—they cannot request additional money from you for the exit fee.

Your new provider will use your referral code to access your unspent funds and future package disbursements paid to them. Although this transfer won’t happen immediately, you won’t need to pay anything while the funds are being transferred. Your reactivated referral code is all you need to begin paying for your new care.

How can I learn more about changing home care providers?

Unfortunately, many older Australians hesitate to change home care providers, even when their current support is falling short. The process of switching providers isn’t difficult, but the decision can feel overwhelming—that is completely understandable.

Ultimately, though, if you find a home care provider that’s a better fit for your needs and follow the steps outlined above, transferring services should be seamless.

If you still have questions or if you’d like to learn more about The CareSide’s services, please don’t hesitate to reach out. You can submit a quick enquiry form or call 1300 85 40 80 to talk things over with our team.

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