Changing Home Care Providers: What You Need to Know

If you're feeling unsatisfied with your current home care provider, you're not alone — and the good news is, you have the right to switch. Whether you're looking for more responsive support, better value, or a provider that aligns with your values, changing Home Care Package (HCP) providers in Australia is easier than you might think.

At Right at Home, we support older Australians and their families through every step of the aged care journey — including transitioning from one provider to another.  It's simple and you can be switched to a new provider within two weeks.

Why People Change Aged Care Providers

There are many reasons why someone might consider switching Home Care providers:

• Poor communication or slow response times

• Hidden or high fees that reduce available funding and result in less hours of care

• Limited or inconsistent staff availability

• Lack of cultural understanding or personal fit

• A desire for more comprehensive services, such as nursing care or dementia support

Remember, your Home Care Package belongs to you — not your provider. You are entitled to choose who delivers your care.

How to Change Home Care Providers: Step-by-Step

Changing providers is a straightforward process:

1. Review your current agreement
Look for notice periods, exit fees, and any outstanding services.

2. Notify your provider in writing
Most providers require 14 days' notice.

3. Request your referral code from My Aged Care
This is your unique client code that allows a new provider to manage your package.

4. Find a new provider that meets your needs
Use the My Aged Care website or contact us for guidance.

5. Sign a new Home Care Agreement with your new provider
Once signed, your new provider can begin delivering services.

6. Transfer unspent funds
Your old provider must transfer any unspent funds to your new one (minus any exit fees).

Download our free resource: 'How to Change Provider — A Step-by-Step Guide'

Choosing a Provider: Questions to Ask

Before you switch, ask potential providers:

• Are caregivers police-checked and trained for the care I need?

• Are they insured, supervised, and qualified?

• Can I change or choose my caregiver?

• Will I have consistency with who provides my care?

• Do you offer services all the way through to nursing care?

• Can I leave anytime if I’m unhappy?

• Will my care plan be regularly reviewed?

• Are you approved for government-funded care?

At Right at Home, the answer to all of the above is YES. 

Frequently Asked Questions

Can I switch providers while still receiving services?
Yes. Most providers require notice, but your services can overlap while transitioning.

Will I lose my government funding?
No. Your Home Care Package follows you — it's not tied to any one provider.

What if I have unspent funds?
Your previous provider must transfer any remaining funds to your new provider, minus any applicable exit fees.

How long does it take to switch providers?
Usually between 2–4 weeks, depending on the notice period and coordination with My Aged Care.

Does Right at Home charge an exit or package management fee?
No. We believe in transparency and fair value — no exit fees and no package management fee.

Ready to Make the Switch?

If you're unhappy with your current provider or just want to explore your options, talk to Right at Home today. Right at Home is an approved My Aged Care, Home Care provider for Home Care Packages levels 1-4 and for Support at Home levels 1-8. We have very high satisfaction rates from our clients. We’ll help you navigate the change with confidence. Right at Home can be found on the My Aged Care Website with the name Right at Home Right Care.

Download our helpful guide: How to Change Provider. Call 1300 363 802 to speak to a friendly team member.

Right at Home Australia is a leading provider of quality in-home care. Our mission is to improve the quality of life for those we serve, ensuring the Right Care, Right at Home™.  We support people living with complex and post-operative care needs, dementia and cognitive decline, seniors, and adults living with a disability, including NDIS participants. Our tailored services help clients to remain safe and independent in their homes. We are an Approved Provider under the Aged Care Act, meaning we can provide quality support at home under a government-funded home care package. We also offer private pay arrangements for those who do not have government funding or who wish to pay privately for top-up care. Right at Home is all about you. We are available 24/7, so contact your local office today. You can also call our national number on 1300 363 802. 

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