- You can choose a Support at Home provider that fits your needs, preferences and budget, and you can change providers when your circumstances change.
- Compare the services, availability, costs, communication, care approach and ability to support the things that matter to you.
- Find a new provider before agreeing an end date with your current provider to help avoid a gap in services.
- You cannot be charged an exit amount for leaving a Support at Home provider, and your ongoing funding, including unspent funds, moves with you.
- If you need independent help, My Aged Care and the Older Persons Advocacy Network can explain your options.
You have choice and control over your provider
Whether you are arranging support for the first time or reviewing an existing arrangement, the provider should work around your needs, goals and preferences. The Australian Government says that Support at Home participants can change providers at any time, including when they need services their current provider does not offer, are moving location or simply want a different fit.
A change does not have to mean care has failed. Your health, routine, family circumstances or priorities may have shifted. You may want different services, more consistent communication, support at times that suit you better, or a provider that understands your language, culture, faith or community.
It is reasonable to ask questions, compare options and take the time you need to understand a service agreement. The aim is not to find a provider that looks best on paper. It is to find one that can safely and respectfully deliver the support that helps you live the way you want to live.
What to compare when choosing a Support at Home provider
- Services that match your needs Confirm the provider can deliver the services you need now and discuss what happens if your needs change. Ask whether they can coordinate the support that is important to you, including any short-term pathways you may need.
- Availability in your area and at the times you need Ask whether the provider services your suburb, how they plan visits, and how they manage changes or unexpected worker absences.
- Costs and your budget Ask for clear, current pricing and an explanation of how proposed services fit within your individualised budget. Compare like with like so you understand what is included.
- The people delivering your care Ask how workers are matched, whether you can express preferences, and how the provider will communicate with you and your family or representative.
- Care planning and review Look for a provider that involves you in decisions, listens to your goals and reviews the plan when your needs or circumstances change.
- Quality, compliance and feedback Use the My Aged Care Find a provider tool to research providers, then speak directly with shortlisted organisations. Reviews can add context, but your conversation about your own needs should carry more weight than a star rating alone.
Questions to ask before you sign
Bring a family member, friend or advocate to a conversation if that would make the decision easier. There is no need to remember everything in the moment. Write down the answers and compare them afterwards.
A practical provider checklist
- Can you provide the services I need within my available budget?
- Who will help create my care plan and how often will we review it?
- How will you keep me informed if a service, worker or time needs to change?
- What are each of the charges, and where can I see them in writing?
- Can I share preferences about who comes into my home and when?
- How do I raise a concern, and who is my day-to-day contact?
- What does the service agreement say about notice, changing services and ending services?
The My Aged Care Find a provider tool can help you search, save a shortlist and compare up to three providers side by side. It is a useful starting point, but a direct conversation is where you can test whether the provider understands what matters to you.
How to change your Support at Home provider
- Review your current agreement Read the agreement and care plan before you make a decision. Note any notice conditions and make a list of the services you need to keep in place during the change.
- Choose a new provider first Research and contact providers before agreeing an end date with your current provider. My Aged Care recommends this order because it helps reduce the risk of a gap in service delivery.
- Tell your current provider and agree an exit date Let them know as early as possible that you are changing providers. Agree a date for current services to end that takes account of your situation and the terms of the agreement.
- Enter a new service agreement Your new provider will work with you on a new service agreement, care plan and individualised budget. The new start date must be on or after the agreed exit date with the previous provider. Matching the dates can help avoid disruption.
- Keep a simple record Keep copies of the agreement, care plan, budget, notices and final statement. Confirm your first service date and who to contact if anything changes during the handover.
When to raise a concern before changing providers
If the issue may be fixed by a care-plan review, it can be worth discussing it with your provider first. You can ask for your services, care plan and individualised budget to be reviewed when your needs change. Raising a concern should not affect your right to receive support.
If the concern is not resolved, you can still change providers. For free, independent help to understand your rights and options, contact the Older Persons Advocacy Network (OPAN) on 1800 700 600. If you need help finding a provider or understanding the government process, My Aged Care is available on 1800 200 422.
For concerns about care quality, you can first raise the issue with the provider, then contact the Aged Care Quality and Safety Commission if it is not resolved. You do not have to stay in an arrangement that no longer meets your needs.
Considering Support at Home in Brisbane? Talk it through
For many people, choosing or changing a provider begins with a simple conversation. Heather Senior Care is a Brisbane-owned, family-run provider with more than 20 years of experience supporting older people to live independently at home.
Our team can talk with you about the support you are looking for, explain the services we provide and help you decide whether Heather is the right fit for you or your family member. You can also explore our Support at Home services.
There is no obligation to have every detail sorted before you get in touch. A clear conversation can help you take the next step with confidence.