The right to change your home care package provider belongs to you. At any time, for any reason.
Home Care Packages became consumer-directed in 2017, which means you choose the services and providers that suit your needs. Your home care package funds are your money, and the right provider can deliver significantly more support in your own home. The Australian Government requires all providers to maintain pricing transparency, yet too many Australians don’t know how simple the switching process actually is.
Unhappy with your current care quality? Looking for better value from your package? Simply want a provider that better understands your needs? This step-by-step guide breaks down the home care package changes and shows you exactly how to switch to a new provider. We’ll cover everything from reviewing your current agreement to ensuring your unspent funds transfer smoothly (your new provider will receive them within 70 days).
The process is straightforward once you know the steps.
Understand When and Why to Switch
Knowing when to change your home care provider makes the difference between settling for less and getting the care you deserve. Too many Australians stick with unsuitable providers simply because they don’t realise switching is always an option.
Common reasons for changing home care providers
Communication problems lead the complaints about home care services, closely followed by financial concerns. Can’t reach your provider when you need them? Confused about where your funding goes? These issues signal it’s time for a change.
Other valid reasons to switch include:
- Inconsistent care or constantly changing carers
- Moving to a different location
- Feeling like a burden when requesting help
- Services falling short of what was promised
- Experiencing abuse of any kind (physical, emotional, or financial)
You shouldn’t settle for substandard care or pay for services your package should already cover.
How changes to home care packages may affect your decision
The Support at Home program launches on November 1, 2025, replacing the current Home Care Packages (HCP) Program. Your funding level will remain the same during this transition. No reassessment required.
The new program brings structural changes. Package management costs will be built into service prices instead of being charged separately, while care management sits at 10% of quarterly budgets. Government-set price caps take effect from July 2026.
Consider how these changes might influence your provider choice and timing.
What to consider before making the switch
Start with an honest assessment of your care needs. Your health condition, medications, mobility, and daily living requirements shape what you need from a provider.
Compare potential providers on:
- Service offerings that match your specific requirements
- Staff qualifications and ongoing training
- Cost structures and fee transparency
- Communication systems and response times
- Location and service availability
Critical timing consideration: You must enter a new Home Care Agreement within 56 days of ending your current arrangement, or risk losing your package. Miss the 70-day deadline for a new agreement, and unspent funds disappear.
Secure your new provider before finalising an end date with your current one.
Prepare for the Transition
Switching providers requires the right preparation, and doing your homework now prevents complications later.
Review your current home care agreement
Your Home Care Agreement contains every detail about your current care arrangement. Focus on three key areas while reviewing: services included, service providers, and all associated costs.
Essential documents to gather:
- Home Care Package approval letter
- Current support plan
- Income assessment outcome (if available)
These documents will prove invaluable when discussing your needs with potential new providers. Think of them as your care history. They tell the complete story of your approved services and funding.
Check for notice periods and exit fees
Most agreements include specific notice periods before you can end services. Check yours carefully to avoid any disruptions in your care schedule.
The good news? Exit fees are no longer permitted. Providers cannot charge you for ending your agreement as of January 1, 2023. Your unspent funds will follow you to your new provider within 70 days of your final service day.
Note: Remember to communicate any specialised care needs clearly during your provider selection process. If you’re considering changing your home care package provider, reach out to Coastal Podiatry for professional advice on how this transition might affect your podiatry services.
Compare new providers using My Aged Care tools
The “Compare providers” feature on My Aged Care simplifies your research process significantly. You can save and compare up to three providers side-by-side, or add up to eight providers to your comparison list for detailed analysis of services, costs, and care approaches.
What should you prioritise during evaluation? Look for providers who understand your cultural background, faith, or specific health requirements.
Recommended approach: Bring a family member or friend to provider meetings. They can help capture important details you might miss. No support person available? Request advocacy support through My Aged Care instead.
The most important rule? Secure your new provider before agreeing on an end date with your current one.
Follow the Switching Process Step-by-Step
You’ve selected your new provider, and now comes the actual switch. The process involves three critical steps that must happen in the right sequence.
Reactivate your referral code
Your referral code deactivates the moment your current Home Care Agreement ends, so you’ll need to reactivate it before your new provider can begin services. Contact My Aged Care on 1800 200 422 or access your My Aged Care Online Account to get this sorted.
Important: Your new provider cannot start delivering services without this active referral code. Once reactivated, share it with your new provider straight away.
Notify your current provider and agree on an end date
Put your decision in writing. Email typically works, but check your Home Care Agreement for any specific notification requirements. Your current agreement will specify exactly how much notice you need to provide.
The key step here is establishing a cessation date. This is your final service day with your current provider. Make sure you get written confirmation of this date. You’ll need it for coordinating with your new provider and for your own records.
Coordinate your cessation day and new start date
Here’s where timing becomes critical. Your new provider’s start date must be on or after your cessation date with your current provider, never before. The ideal scenario? These dates align perfectly to avoid any gaps in your care.
Remember: You have 56 days from your cessation date to sign a new Home Care Agreement. Need more time? My Aged Care can grant a 28-day extension if required.
The bottom line: secure your new provider before you set an end date with your current one. This simple step protects you from service interruptions and ensures your package remains active throughout the transition.
Ensure a Smooth Start with Your New Provider
The final transition phase determines whether your provider change succeeds or creates unnecessary complications. Your new care arrangement should start seamlessly. Here’s how to make that happen.
Transfer your care plan and documents
Care continuity depends on proper information transfer. Your previous provider must share your medical information, advance care planning documents, and personal preferences with your new provider. Request confirmation that your health summary, current medications, treatment plans, and any cultural or spiritual care needs are properly communicated.
Consider attending a case conference with both providers present. This ensures nothing gets lost in translation and gives you direct oversight of the handover process.
Understand how unspent funds and supplements are handled
Your unused funds follow you to the new provider, no exceptions. Your previous provider must transfer these funds within 70 days of your cessation date.
Supplements work differently depending on the type:
- Automatic transfers: dementia and cognition, hardship, veterans’, and top-up supplements
- New applications required: oxygen and enteral feeding supplements
- Location-dependent: viability supplement only transfers if you stay in the same geographic area
Avoid gaps in care during the transition
Care gaps create unnecessary stress and potential health risks. Your new provider cannot begin services before your cessation date, so timing coordination becomes critical. The ideal scenario? Your cessation day and new start date should be identical or consecutive.
To maintain continuity in your specialised care during the transition between providers, contact Coastal Podiatry for professional podiatry services and guidance on integrating these services into your new care plan.
Conclusion
Your home care package provider choice is entirely yours to make and change as an Australian consumer.
The switching process doesn’t have to be complicated once you understand the steps. Start with your current agreement, find a provider that better suits your needs, and coordinate the transition carefully. Your unspent funds will follow you, and your care doesn’t need to be interrupted.
The upcoming Support at Home program changes in November 2025 won’t affect your right to choose providers. Your funding level stays protected, and the consumer-directed approach remains the same.
Most importantly, don’t settle for poor communication, inconsistent care, or services that don’t meet your needs. Your package funds are meant to deliver quality care that works for you, not the other way around.
Whether you’re dealing with unresponsive providers, unclear billing, or simply want better value from your package, taking action puts you back in control. The process might seem overwhelming initially, but breaking it into clear steps makes switching providers manageable.
Quality care in your own home isn’t just something you hope for. It’s what your package should deliver every day.
