Switching home care providers: when to consider it and how to make the change
Choosing a home care provider is an important decision, but it doesn’t have to be a permanent one. If your current provider no longer feels like the right fit, it’s okay to explore other options.
As your needs, preferences or circumstances change, your care should change with you. Through the Australian Government’s Support at Home program, you have the flexibility to choose, and change, providers so your care continues to support your independence, wellbeing and peace of mind. Please note, this applies to Support at Home clients.
If you receive services through the Commonwealth Home Support Program (CHSP), please contact our team directly to discuss your options. Switching providers might feel like a big step, but with the right support, it can be a smooth and manageable process.
When should you consider switching providers?
There isn’t always a single moment that makes the decision clear. Often, it’s a gradual feeling that something isn’t quite working. You might consider switching if:
your needs have changed and your current provider can’t adapt your services
communication feels difficult or unclear
you’re experiencing inconsistent or unreliable support
your services don’t feel personalised to your routine or goals
you’re unsure how your budget is being used
you’ve moved and your provider doesn’t operate in your new area
you no longer feel confident raising questions or concerns
Home care should feel supportive and flexible, not frustrating or uncertain.
What to review before making the switch
Before changing providers, it helps to understand your current situation. You may want to review:
your Home care or Support at Home agreement
your care plan and current services
your available budget and any unspent funds
your notice period
what’s working well, and what isn’t
This helps you clearly communicate your needs and find a provider that better aligns with them.
How to switch home care providers
Switching providers is simpler than many people expect. Your new provider can guide you through the process and help coordinate the transition.
Speak with your new provider: start by talking with your preferred provider about your needs, what isn’t working in your current care, and what you’re looking for moving forward. They can confirm service availability, explain how they work, and begin planning your care.
Contact My Aged Care: call My Aged Care on 1800 200 422 and let them know you would like to change providers. They will help update your referral details so your new provider can begin services.
Confirm your end and start dates: agree on an end date with your current provider and a start date with your new provider. Keeping these dates close together can help ensure your care continues with minimal disruption.
Your new provider will then work with you to:
create a personalised care plan
explain your budget and services
begin your support on the agreed date
Your funding, including any unspent funds, will move with you to your new provider.
Will switching interrupt my care?
This is one of the most common concerns, and it’s completely understandable. Your current provider is expected to continue providing care during your notice period, up until your agreed end date. To minimise disruption, it helps to:
choose a new provider before ending your current services
align your end and start dates closely
share your routines and preferences with your new provider
A well-managed transition should feel steady, not disruptive.
What happens to your funding and unspent funds?
Your Support at Home funding is linked to you, not to your provider, so it moves with you when you switch. Here's how it works: Your ongoing quarterly budget continues with your new provider from your agreed start date. Any supplements you receive (such as the oxygen, enteral feeding or dementia and cognition supplements) transfer across.
Unspent Home Care Package funds held from before 1 November 2025 also move with you. The government-held portion is available to your new provider straight away. Quarterly carryover under Support at Home is capped at $1,000 or 10% of your quarterly budget (whichever is higher), so balances do not build up indefinitely as they could under the old Home Care Package program.
Your outgoing provider must share your budget information with your new provider within 28 days, and provide copies of your care records (such as care notes) within 28 days of being asked. You will continue to receive a monthly statement showing your available funds, how they have been spent, and your remaining balance.
Are there exit or joining fees?
No. You cannot be charged exit fees when leaving a provider, and you won’t be charged for starting with a new one. However, it’s still important to:
review your new agreement carefully
understand how fees are structured
ensure all costs are clearly explained
A good provider will be transparent about how your budget is used.
How long do you have to choose a new provider?
The smoothest approach is to line up your new provider before ending services with your current one, so there is no break in care. If there is a gap, you generally have 56 days to enter into an agreement with a new provider. If you need more time, you may be able to request an extension through My Aged Care. Planning ahead can help ensure your care continues without interruption.
What to look for in a new provider
Switching providers is an opportunity to find care that better suits your life. You may want to look for:
clear and responsive communication
a dedicated Care Manager to guide you
personalised services tailored to your needs and budget
transparency around funding and costs
flexibility as your needs change
consistent and well-trained Support Workers where possible
services that support both current and future needs
Taking the time to ask questions can help you feel confident in your decision.
A change that supports you better
Switching providers isn’t about starting over, it’s about finding support that works better for you. The right provider should help you feel:
understood
informed
supported as your needs change
Home care should fit around your life, not the other way around.
Ready to explore your options?
If you’re considering switching providers, our Calvary Home Care team can help guide you through the process and answer your questions.
You can get in touch with us on 1800 52 72 72 or by making an enquiry. We can support you in understanding your options, planning your transition, and ensuring your care continues in a way that feels right for you.
