If your current care arrangements are no longer working for you, you can change your support at home provider. Many people make this decision when their needs have changed or their provider no longer suits them, and the system is designed to support you in doing so.
This guide explains when changing Support at Home providers is the right move, how to switch, and what to expect along the way. The good news? The process is simpler than most people think, and you won’t lose your funding or face gaps in care.
Can you change support at home providers?
Yes. You can change providers at any time, for any reason.
You don’t need a new aged care assessment to make the switch. Your funding continues without interruption, and any unspent funds in your account will transfer across to your new provider. The government does not allow providers to charge exit fees under the Support at Home program, so your budget stays focused on your care.
Importantly, you are not locked into a contract that prevents you from leaving. If a provider isn’t meeting your expectations, you have the flexibility to find one that does.
Learn more about who is eligible for Support at Home in Australia and Support at Home classifications 1-8
Reasons you might consider switching providers
It helps to recognise when things aren’t working, so you can take action sooner rather than later. You might be experiencing:
- Different support workers every visit, making it hard to build trust or consistency.
- Difficulty reaching your care coordinator when you have questions or concerns.
- Services that feel rushed, with staff always watching the clock.
- Fees that keep rising without a clear explanation of where your budget is going.
- Frequent cancellations or being told your preferred times aren’t available.
- A sense that your cultural background, language or personal preferences aren’t being respected.
- Clinical needs your current provider doesn’t have the skills or staff to handle.
- Promises made during sign-up that haven’t been delivered.
If any of these sound familiar, switching providers may give you the quality and peace of mind you’re looking for.
What stays the same when you switch providers
One of the biggest worries people have is that changing providers will disrupt their care or cost them financially. The Support at Home program is built to protect you during transitions.
When you switch:
- Your eligibility and classification level (1–8) remain exactly the same.
- Your government funding continues flowing—there’s no gap or pause.
- Unspent funds from your previous provider must be transferred to your new one.
- You can keep the same types of services and support, just delivered by a different team.
- There are no exit fees or penalties for leaving.
Your care plan can usually stay in place, though your new provider may suggest small adjustments based on their service model or your evolving needs.
Learn more: Support at Home Program
Step-by-step guide to changing Support at Home Providers
Step 1: Confirm why you want to switch
Before you start looking, take a moment to write down what isn’t working. Is it communication? Reliability? Cost? Clinical skills?
Being clear about your reasons helps you avoid walking into the same situation with a new provider.
Step 2: Talk to your current provider
Talk to your current provider about what is not working. Ask for a review of your care plan and services to see if there is anything they can change to better meet your needs.
Sometimes small adjustments to visit times, services or communication can make a big difference. If you aren’t satisfied with their response, you can explore changing providers as a next step.
Step 3: Shortlist new providers
Look for providers in your area who can meet the specific needs your current provider is missing. Focus on availability, staff consistency, transparent pricing and whether they have experience with your health conditions.
Aged Care Decisions can help you fast-track this by matching you with providers who have current availability in your location and align with your preferences. All at no cost to you.
Step 4: Contact your preferred providers
Don’t just read the brochure. Have a real conversation with each provider on your shortlist.
Ask practical questions like:
- How do you handle staff sick leave or holidays?
- Will I have the same support worker each visit, or will it change?
- What happens if I need to reschedule or cancel a service?
- How do you communicate with families?
Their answers will tell you a lot about how they operate day to day.
Step 5: Notify your current provider
Once you’ve chosen your new provider, you need to give notice to your current one. You will need to agree on an exit date with your old provider. This is the final day they will deliver services to you.
Your provider is required to cooperate with this process and notify Services Australia within 28 days of your exit. You don’t need to give a detailed explanation for leaving, though some providers may ask for feedback.
Step 6: Agree on a start date with your new provider
Work with your new provider to schedule your first service as close as possible to your exit date. Most transitions happen within a few days, and your new provider will manage the administrative setup on your behalf.
If you’re worried about a gap, ask your new provider to confirm their start date in writing before you finalise your exit with the old one.
Step 7: Transfer services and funding
You don’t have to do anything here but it’s helpful to understand how it works.
Your funding is paid by the government directly to your provider. Once you switch, payments will automatically redirect to your new provider from your agreed start date. Your old provider has up to 60 days to reconcile your account and transfer any unspent funds to your new provider.
You don’t need to handle any paperwork for this as it is managed between the providers and Services Australia.
How to choose a better support at home provider this time
Choosing the right provider means looking beyond who has availability. You need to match their services, costs and values to your actual needs.
Focus on transparency around pricing and fees. Ask about the experience and training of their staff. Check if they can deliver the specific services you need, now and as your situation changes.
Ask how flexible they are with scheduling. Find out how they communicate with families. If cultural or language preferences matter to you, raise this early.
Trust your instincts during initial conversations. If something feels rushed or unclear, that’s worth paying attention to.
Learn more: How to choose a Support at Home provider
Common Mistakes to Avoid When Switching Providers
- Not speaking with your current provider first. Your provider may be able to adjust your care plan, visit times or communication so you do not
need to move at all. - Assuming a provider has immediate availability. Always confirm a specific
start date in writing before giving notice to your current provider. - Not being clear about your exit date. Vague timelines can lead to billing overlaps or confusion about when services stop.
- Skipping the Service Agreement. Read it carefully. Check for management
fees, cancellation policies and how they handle unused funds. - Switching without a backup plan. Make sure your new provider is ready to
begin before you end services with your current one. - Choosing based on price alone. The lowest fees don’t always mean the best
care. Make sure you check what’s included and what you’re actually getting
for your money. - Not asking enough questions. Don’t rely only on marketing materials.
Have real conversations about staffing, communication and how they handle
problems. - Delaying the switch when you’re unhappy. Staying with a provider who isn’t
meeting your needs can affect your wellbeing. Switching is easier than
most people think
How to ensure a smooth transition
Clear communication makes all the difference when switching providers.
Keep a simple written record of the services you currently receive. Note the days, times and tasks, then share this with your new provider during onboarding.
Let them know your preferences from the start. This includes small details like shoes off at the door, through to bigger things like preferred visit times or how you like to be contacted.
Stay in regular contact with your new care coordinator during the first few weeks. If something isn’t working as expected, raise it early so adjustments can be made quickly.
How Aged Care Decisions helps with switching providers
If the idea of researching and calling multiple agencies sounds exhausting, let us handle it for you.
Aged Care Decisions provides a 100% Free and independent service that matches you with Support at Home providers in your local area who have confirmed availability. We help thousands of families navigate how to change support at home providers every month, reducing stress and saving you hours of phone calls.
Here’s how our FREE service works:
