How to change your Support at Home service provider: A step-by-step guide

Whether it's poor communication or services that no longer match your needs, switching Support at Home providers is simpler than most people realise. Your funding stays with you, there are no exit fees and you won't need a new assessment.

This step-by-step guide shows you everything you need to know about how to switch your home care provider and how Australian Unity home health and care can make the transition seamless.

Can you change Support at Home providers?

Yes, you can change Support at Home provider at any time, for any reason. Under the Support at Home program, you are never locked into an agreement that prevents you from leaving. Your funding classification (levels 1–8) remains the same, your government funding continues without interruption and any unspent funds transfer to your new provider—there are also no exit fees or penalties.

The system is designed so that you can change providers whenever your current arrangement stops working for you.

Why people decide to switch providers

There are many valid reasons people consider changing their Support at Home. Some of the most common include:

• Poor communication: difficulty reaching your care coordinator when questions arise.
• Unclear fees: costs rising without transparent explanations of where your budget is going.
• Frequent cancellations: preferred times unavailable or services regularly rescheduled.
• Unmet cultural or language needs: personal preferences not being respected.
• Unfulfilled promises: commitments made during sign-up that haven't been delivered.

If any of these feel familiar, it may be time to explore switching providers to find care that truly fits your life.

How to change Support at Home providers (Step-by-step)

The process to switch home care providers in Australia is straightforward. Here are the four simple steps:

Write down what's missing from your current care – whether that's reliability, communication or clinical expertise. Then give your current provider the chance to address those concerns. If their response doesn't satisfy you, move forward with your switch.

Look for Support at Home services providers who can deliver what you're missing. Contact your shortlisted options and ask practical questions like “how do you handle cancellations?” and “what does your care management fee cover?”. Focus on quality of care, transparent pricing and flexibility.

Once you've chosen your new provider, inform your current one that you're leaving and agree on an exit date. Your outgoing provider must continue delivering services until that date and notify Services Australia within 28 calendar days. Work with your new provider to begin services as close to your exit date as possible, ensure you get written confirmation of your start date before finalising your departure.

Your funding redirects automatically to your new provider from the agreed start date. Your old provider has up to 60 days to reconcile your account and transfer any unspent funds. You don't need to manage any of this paperwork yourself—you can sit back and continue receiving services.

How funding transfers between providers

One of the biggest concerns people have when considering a provider change is losing their funding.

The good news is that your funding follows you. Government payments redirect automatically to your new provider once the switch is confirmed.

Your old provider is required to share your remaining budget information with the new provider within 28 days. For participants who transitioned from Home Care Packages, the government-held portion of unspent funds becomes available to the new provider immediately. You won't lose a cent by choosing to transfer home care services.

How to choose a better Support at Home service provider

When evaluating a new Support at Home provider, look beyond availability. We recommend considering:

• Transparent pricing: Are fees clearly explained? Is the care management fee capped at 10%?
• Staff quality: What training and experience do care workers have?
• Flexibility: Can they adapt as your needs change over time?
• Communication: How do they keep you and your family informed?
• Cultural sensitivity: Will they respect your language and cultural preferences?

Trust your instincts during initial conversations. If something feels rushed or unclear, that's a sign to keep looking.

Common mistakes to avoid when switching

1. Assuming immediate availability: always confirm a specific start date in writing.
2. Leaving exit dates vague: unclear timelines can cause billing overlaps.
3. Skipping the service agreement: read it carefully, especially management fees and cancellation policies.
4. Choosing on price alone: the lowest fees don't always mean the best care.
5. Delaying the decision: staying with a provider who isn't meeting your needs affects your wellbeing.

3 Tips for a smooth transition

1. Keep a written record of your current services including the days, times and tasks involved-share this with your new provider during onboarding so nothing gets missed.
2. Communicate your preferences from day one, from how you like to be contacted through to specific routines that matter to you.
3. Stay in regular contact with your new care coordinator during the first few weeks and raise anything that isn't working early, so adjustments can happen quickly.

How Australian Unity supports smooth transitions

As Australia's largest provider of home care services, Australian Unity home health and care makes switching Support at Home providers as stress-free as possible. The process comes down to three simple steps:

1. Speak with the Australian Unity home health and care team about your needs: Discuss what you're looking for and ask how our care model can support your health and wellbeing goals.
2. Request your referral code: Call My Aged Care on 1800 200 422 to transfer your services and note your new referral code. We can support you with this if you need it.
3. Confirm your start date: We'll arrange a time to finalise your personalised care plan and ensure your services begin on the agreed date.

Our Quickstart online application form lets you apply in minutes and our expert team handles the logistics so you can focus on what matters most.

At Australian Unity, we’re here to deliver care that moves with you as your needs evolve. That’s why our care model brings together a connected team of health and care professionals who become part of your community.

If your current Support at Home services arrangement isn't delivering the care you deserve, switching to Australian Unity is easier than you might think. Our dedicated team will ensure your funding and service continuity is protected, all while handling the heavy lifting for you.

Whether you're ready to switch home care providers Australia-wide or simply exploring your options, Australian Unity home health and care is here to guide you every step of the way.