Choosing an aged care provider is a big decision. But what happens when that provider no longer meets your needs?
Many families stay. Not because things work, but because switching feels too hard. It can feel complicated, disloyal, or overwhelming.
In reality, the process is simpler than most expect.
Under Australian aged care rules, you can change providers at any time. Your Support at Home funding follows you, not the provider, so you don’t need to justify your decision and you also don’t need to start funding again.
This guide explains your rights, the signs to watch for, and how to make a change.
Your Right to Choose — and Change
You can change providers at any time, for any reason. You don’t need a new assessment. You won’t lose your funding.
The Aged Care Act 2024 strengthened these rights by introducing a clear Statement of Rights. This gives older Australians more control over their care.
This means, if something doesn’t feel right, you can act. That includes issues with care, communication, or consistency.
The system supports your right to choose better care.
Signs It Might Be Time to Change
Most people don’t make this decision overnight. It builds over time.
Common signs include:
- Support workers arrive late, cancel, or don’t show up
- Staff change often, so you repeat information
- Care feels generic or no longer suits your needs
Other signs to watch for:
Poor communication
You chase updates. You don’t understand what services you receive or how funding is used.
Needs have changed
Your situation has evolved, but your care plan has not.
Low value for money
High fees reduce the time spent on direct care.
The relationship feels off
The support team doesn’t feel like the right fit.
Concerns about safety or quality
If care feels unsafe or inadequate, act quickly. You can contact the Aged Care Quality and Safety Commission at 1800 951 822.
What to Look for in a New Provider
Changing providers is simple. Choosing the right one takes more thought.
Here’s what to focus on:
Transparent pricing
Providers must publish standard prices. If pricing feels unclear, treat it as a red flag.
Consistent staff
Ask how they manage staff changes. Consistency builds trust.
Strong care planning
A good provider builds your care plan with you. They review and adjust it regularly.
Clear communication
You should receive regular updates. You should also feel heard.
Person-centred care
Good providers focus on the person, not just the tasks.
Compliance and reputation
Check provider records through My Aged Care or the Commission website.
Local connection
Providers with strong local ties often deliver better, more personal care.
How to Change Providers
The process is straightforward. Here’s how it works:
Step 1: Give notice
Under the Charter of Aged Care Rights, it is your responsibility to inform your current provider of the date you intend to terminate your service agreement. Most providers require 2–4 weeks’ notice, preferably in writing. Your specific notice period will be outlined in your service agreement. You don’t need to give a detailed reason for leaving.
Step 2: Contact My Aged Care
Call My Aged Care on 1800 200 422 to reactivate your referral code. You’ll need this to provide to your new provider before services can begin.
Step 3: Choose a new provider
Work with your new provider to schedule your first service as close as possible to your exit date from the previous provider. The start date with your new provider must be on or after your exit date — the two cannot overlap.
Step 4: Funding transfers automatically
A participant’s funding moves with them to the new provider, including unspent funds for ongoing services. The government-held portion of unspent funds will be available to the new provider immediately. You don’t lose anything in the move.
Step 5: Create a new care plan
Your new provider will enter into a service agreement with you and develop a new care plan and individualised budget. A good provider won’t rush this step – they’ll take the time to understand your needs, your goals, your preferences, and your situation properly before establishing your support.
Step 6: Transfer records
If your new provider requests copies of your records, such as care notes, your previous provider must provide them within 28 calendar days of the request. Additionally, providers cannot charge an exit amount when a participant leaves their care.
A Note on Timing
There’s rarely a perfect moment to make this kind of change, and the temptation is often to wait — until things stabilise, until the next review, until it feels less disruptive.
In reality, good care shouldn’t feel disruptive to access. If you’re regularly putting off addressing something that isn’t working, that’s often the signal that it’s time to act. The switching process typically takes a matter of weeks. The gap in quality between a provider that isn’t the right fit, and one that genuinely is, can be felt every single day.
Importantly, it’s worth acting before a crisis point. Providers with current availability may have waitlists. Starting the search while things are merely unsatisfactory, rather than urgently problematic, gives you the time and space to choose carefully rather than quickly.
How For Care Can Help
For Care is a registered Support at Home provider. We support clients across Brisbane Bayside, Redlands, Toowoomba, Logan, Rocklea, and nearby areas, focusing on:
- Consistent support workers
- Flexible care plans that evolve
- Transparent pricing
- Clear communication with families
We understand that switching providers is about trust, not just logistics.
If you’re exploring your options, we’re here to help. There’s no pressure, just honest guidance.
Reach out at hello@forcare-agedcare.com.au or call 1800 367 227.
Frequently Asked Questions About CHSP and Support at Home
Yes. Under Australian aged care law, you have the right to change Support at Home providers at any time and for any reason. You don’t need a new assessment, and your funding follows you to your new provider. Most service agreements require 2–4 weeks’ notice, so check your current agreement for the specific terms.
No. Your Support at Home funding is held in your name and moves with you when you change providers. Any unspent funds also transfer to your new provider. You will not lose your funding classification or need to reapply for funding.
No. You are not required to give a reason for ending your service agreement. Some providers may ask for feedback, which you can choose to provide or not. Your provider is required to cooperate with the exit process.
The process typically takes a few weeks from giving notice to beginning services with a new provider. The exact timeline depends on your notice period (usually 2–4 weeks) and your new provider’s availability. Planning ahead and starting the conversation early gives you the most flexibility.
Your current provider must continue delivering services until your agreed exit date. Your new provider then takes over from that point. With good planning, there should be no gap in your care.
Yes, but it’s also worth raising concerns with your current provider first, if you haven’t already. Providers are required under the Aged Care Quality Standards to respond to feedback constructively. If the issue isn’t resolved, or if the relationship has broken down beyond repair, switching is entirely within your rights.
Key questions include: What is your management fee and how is it calculated? How do you ensure consistency of support workers? How do you develop and review care plans? How do you communicate with families? What is your process for raising and resolving complaints? What services can you provide in my area? What availability do you currently have?
No. Providers cannot charge an exit fee when you leave. Your new provider will set up a new service agreement with you, and your funding transfer is handled through My Aged Care at no cost to you.
Ask your current provider directly, and if the answer doesn’t satisfy you, that’s useful information. If your needs have grown significantly, you may also want to consider whether a reassessment through My Aged Care is appropriate, which could result in a higher funding classification under Support at Home.
Speaking directly with registered providers gives you a clear sense of fit before you commit.
