Thinking of changing Home Care Package provider or NDIS provider? Here’s What You Need to Know
In recent weeks, the closure of well-known provider Annecto has left many families and participants feeling anxious about what happens next. If you’re one of the many Australians now looking for a new provider for aged care or NDIS support services, you are not alone. And more importantly, you’re not without options.
At My Guardian, we understand how unsettling these sudden changes can feel. That’s why we’re here to make your transition as smooth, supportive, and stress-free as possible.
Why People Change Providers
Whether prompted by a provider closure like Annecto, a drop in service quality, or the need for better communication and cultural alignment, changing providers can be a positive and empowering decision.
Some common reasons people change providers include:
- Lack of consistent communication or care.
- Inflexible services that don’t adapt to changing needs.
- Feeling like “just another number”.
- Delays in service delivery.
- Wanting more control over your supports.
Whatever your reason, you have the right to choose a provider that respects your values, supports your independence, and truly listens to your needs.
How My Guardian Supports a Hassle-Free Transition
At My Guardian, we specialise in taking the stress out of change. Here’s how we make changing to us easier:
- No disruption to your care
Our team ensures a seamless handover so you don’t miss a beat. - Fast paperwork and coordination
We take care of the admin, including talking to your old provider if needed. - Flexible start dates
You choose when you want your new care to begin. - Warm, consistent communication
We explain each step so you feel informed and in control. - Dedicated onboarding team
You’ll have a care coordinator assigned to help you settle in comfortably.
Whether you’re an NDIS participant or receiving home care support through a Home Care Package (HCP), we tailor your services based on your goals, preferences, and culture.
The Do's and Don't for Changing Providers
Do’s:
- Check your service agreement
Look for any notice period or exit conditions - Communicate your intent
Let your current provider know you plan to move on - Request a copy of your care plan
It helps the new provider understand your needs - Choose a new provider you trust
Look for transparency, flexibility, and responsiveness - Ask for a transition plan
A good provider (like us!) will help you map the handover
Don’t:
- Feel pressured to stay with a provider that no longer meets your needs
- Cancel services before confirming new support is in place
- Assume you’re stuck with a provider just because you’ve been with them for a while
- Rush the decision without researching your options
What to Look for in a New Aged Care or NDIS Provider
Choosing a new aged care provider or NDIS provider is about more than just ticking boxes. It’s about finding someone who:
- Listens to you and your goals
- Has a stable, experienced team of support workers
- Offers support coordination or care management if needed
- Provides a wide range of services including personal care, domestic help, community participation, therapy, and SDA/SIL accommodation
- Understands your culture, language, and communication preferences
At My Guardian, we tick all those boxes and more. We’ve supported thousands of families across NSW and beyond with everything from NDIS plan management and support coordination, to aged care home packages, overnight care, and in-home nursing.
Steps to Change Your Aged Care or NDIS Provider
Check your current agreement
Understand your notice period and any exit terms.Choose a new provider
Find a provider who aligns with your values, goals, and support needs.Notify your current provider
Give formal notice that you’re changing (your new provider can often assist with this).Confirm a start date
Coordinate with both providers to avoid any service gaps.Transfer your care plan
Provide your new provider with a copy of your existing plan and relevant documents.Begin onboarding
Your new provider should walk you through every step of your setup and match you with the right support team.
What Happens If Your Home Care Subsidy Has Not Been Fully Utilised?
If you still have unspent funds with your current provider, don’t worry those funds stay with you. When you change providers, any remaining subsidy (minus any agreed exit fees) is transferred to your new provider, ensuring you don’t lose any of your entitled support.
Your new provider will help manage this transfer and make sure your care continues without disruption.
What If You Don’t Start Immediately With Your New Provider?
If there’s a gap before starting with your new provider, your Home Care Package doesn’t disappear right away. You have up to 56 days from the official end date with your previous provider to sign a new Home Care Agreement.
If more time is needed, you can contact My Aged Care and request an additional 28-day extension – giving you a total of 84 days to make arrangements. It’s important to act early and stay in touch to avoid losing your package allocation.
To avoid unnecessary stress:
Confirm your start date as early as possible
Get your agreement signed within the time frame
Reach out to My Aged Care if you need more time to decide
At My Guardian, we can support you through this process, answer any questions, and make sure your care continues without interruption.
Need Help Now? We're Ready When You Are.
If you’re affected by the Annecto closure or simply feel it’s time for a provider who truly puts you first, My Guardian is here to help.
We believe changing should be a step forward, not a stressful leap. So whether you’re just gathering information or ready to make a change, reach out to our friendly team today.
Don’t hesitate to reach out for more information, we’re just a phone call away at 02 9336 7555, or you can get in touch here.
