How to Switch Aged Care Providers in Australia

Many Australians receiving home care feel stuck with a provider they're not happy with — not realising they have every right to switch. Under the Support at Home program, the funding belongs to you, not your provider. It follows you when you move.

You Have the Right to Switch

Under the Aged Care Act, providers must:

• Give you reasonable notice procedures
• Transfer your remaining unspent funds to your new provider
• Provide a copy of your care plan on request
• Not impose unreasonable exit fees

Common Reasons Families Switch

• Inconsistent carers — different workers each visit who don't know the person's needs
• High management fees — eating into funding that should be spent on actual care
• Poor communication — not informed about schedule changes or no-shows
• Billing surprises — unexplained charges not disclosed upfront
• Services not delivered — promised services that never turn up

Step-by-Step: How to Switch

Step 1 — Find Your New Provider First

Confirm your new provider before giving notice to your current one. This minimises gaps in care. Key questions to ask: What are your management fees? What are your hourly rates? How do you ensure carer consistency?

Step 2 — Check Your Current Agreement

Look for the required notice period (usually 2–4 weeks), any exit fees, and the unspent funds policy. If unclear, contact the Aged Care Quality and Safety Commission on 1800 951 822.

Step 3 — Notify Your Current Provider in Writing

Send written notice (email is fine) including your name, intended exit date, and a request for your account balance and care plan. You do not need to give a reason.

Step 4 — Inform My Aged Care

Call 1800 200 422 to update your record so your new provider can access your approved funding. Don't skip this step.

Step 5 — Transfer Your Care Plan

Request your care plan from your current provider — they're obligated to provide it. Your new provider will also do their own intake assessment.

Step 6 — Confirm Your Start Date

Work with your new provider to minimise the gap between exit and start dates.

What Happens to Unspent Funds?

Any unspent funds must be transferred to your new provider. Your current provider cannot keep them. Ask for a detailed statement before you leave. If funds are withheld, escalate to the Aged Care Quality and Safety Commission.

We Can Help You Switch — for Free

At Aged Care Information, we help Australian families find better providers every day, completely free of charge. Most families are matched with a better provider within 48 hours.

Call 1800 303 101 (Mon–Fri, 9am–5pm AEST) or request a free consultation.

Last updated: January 2026.