If a senior or their family is no longer satisfied with their current Support At Home Package provider, they are not locked in and can choose to change. Common reasons include high care fees, poor communication, or a desire for more personalised and compassionate care.
This guide explains the process of switching providers in a clear and professional manner, aligned with Australian Government requirements under My Aged Care.
It is written for publication on the Heather Senior Care website and reflects our family-owned values, local presence, and commitment to respectful, high-quality in-home care.
Key Takeaways
Can I change Support at Home providers?
Yes. The My Aged Care system allows you to change providers at any time.
Will I lose my government funding if I switch?
No. Your Support at Home funding moves with you to the new provider.
Do I have to pay an exit fee?
No provider is allowed to charge an exit fee, so it is free to change.
How long does the process take?
In your contract it will state how much notice needs to be given when changing providers. Typically this is two weeks.
Will my care stop during the transition?
No. When planned correctly, services can continue without interruption.
What happens to unspent funds?
Your unspent funds will be transferred to your new provider within seventy days.
Who do I contact to begin the process?
Start by calling My Aged Care (1800 200 422) to obtain or reactivate your referral code.
Table of Contents
Your Right to Change Providers
The Support at Home program is consumer-directed, meaning the funding belongs to the care recipient—not the provider. Families have the right to:
- Change Support At Home Package providers at any time
- Request the transfer of unspent package funds
- Receive copies of their care plan and service agreement
Reference: My Aged Care – Changing Home Care Providers (links to external site)
Why People Choose to Switch Providers
Common reasons families move to a new provider include:
| Reason for Switching | What Families Want Instead |
| High administration or case management fees | More hours of direct care and transparent pricing |
| Poor communication or unreliable carers | Consistent, respectful and attentive support |
| Services not tailored to individual needs | Personalised care plans and flexibility |
| Limited services available | Access to nursing, dementia care, transport and allied health |
| Moving to a new location | A local provider based in South East Queensland |
Step-by-Step Process for Switching Providers
Step 1. Review the Current Service Agreement
Check for:
- Required notice period (often 14 days)
- How notice must be provided (typically in writing)
Step 2. Contact My Aged Care to Reactivate the Referral Code
Call My Aged Care on 1800 200 422 and request reactivation of the Home Care Package referral code to allow another provider to access the package
Step 3. Compare and Select a New Provider
When comparing providers, families should consider:
- Fee structure and how much funding goes to actual care
- Range of services provided
- Client feedback and responsiveness
- Whether the organisation offers personalised, family-style care
- Contact Heather Senior Care to Book a Care Consultation
Step 4. Notify the Current Provider
Written notice must be provided, stating:
- Intention to cease services
- Final date of service
- Request for transfer of unspent Home Care Package funds to the new provider
Step 5. Sign an Agreement with the New Provider
The new provider will complete:
- A new Home Care Agreement
- An Individual Care Plan
- A budget outlining how Home Care Package funds will be used
If you would like assistance with this process please do not hesitate to give us a call on (07) 3720 9122 or submit an online enquiry
Transferring Unspent Home Care Package Funds
Unspent funds remain the property of the care recipient. The current provider must transfer these funds to the new provider through Services Australia.
How Heather Senior Care Supports a Smooth Transition
Heather Senior Care assists families by:
- Coordinating the transition to avoid gaps in care
- Managing communication between providers
- Ensuring all critical information and notes are transferred appropriately
- Offering personalised onboarding and care planning with the client and family
Changing Care Providers Frequently Asked Questions
How long does it take to change providers?
Approximately 2 weeks, depending on notice periods and documentation.
Will care stop during the process?
No. With proper planning, services continue without interruption.
Do I lose my package funding when I change?
No. The Support at Home Package remains with the care recipient.
Can a provider refuse to transfer unspent funds?
No. This is governed by the Aged Care Act 2014 and My Aged Care rules.
Conclusion
Switching Support At Home Package providers is a straightforward process when guided correctly. Families who feel unsupported, misunderstood or overcharged are not obligated to stay with their current provider.
Heather Senior Care offers a compassionate, family-run alternative, with transparent fees and personalised care across Brisbane and South East Queensland.
Take The Next Step
To speak with our care team or request support transitioning to a new provider, contact Heather Senior Care on (07) 3720 9122 or submit an enquiry We are here to help.
