How to change your Support at Home provider
- 7 min read
A Quick Snapshot
What can I get for my funding?
Questions to ask a potential provider.
What you can and can’t spend your funding on.
How to make the most of your funding.
It’s probably easier than you think
Back when you first got your funding, choosing a Support at Home provider could have been a bit confusing.
There were hundreds of providers with nice looking websites. They all told you about their services, their prices and how much support you can get for your budget. And once you’ve checked out a few, they start to sound the same.
“How many hours of care will I get for my money?”
But after a while, you may start wondering whether you made the right choice.
Can you get someone on the phone? Do they listen? Do they respond when something changes? Do you feel known and looked after, or do you feel like just another number?
And what happens when your care needs become more complex? Does your provider have experienced clinical support, including Registered Nurses, to help assess what’s needed and coordinate your care?
If your provider isn’t meeting your needs, you have the right to choose another one.
Why people change providers
Common reasons include:
- Poor communication or customer service
- Difficulty getting calls returned
- Inconsistent support workers
- Delays in arranging services
- Services that don’t adapt as needs change
- Lack of choice or flexibility
- Feeling like just another number
- Wanting a provider that better understands your culture or language
- Finding that the service isn’t providing the value they expected
If your provider is no longer the right fit, it’s OK to look elsewhere.
You move. Your funding moves. No problem.
Since launching in November 2025, Support at Home has made changing providers a very straightforward process.
The old and new providers are responsible for managing the transfer of information and arrangements.
The basic process
1. Find a new provider
Compare services, prices, availability and, importantly, how the provider communicates and manages your care.
2. Check your current agreement
Look for any notice period or other conditions before deciding on your final date.
3. Agree on an end date
Tell your current provider you intend to move and agree on when their services will finish.The new provider’s start date must be on or after the old provider’s exit date, and the outgoing provider must transfer remaining budget information to the new provider within 28 days.
4. Reactivate your My Aged Care referral code
Your new provider needs your reactivated referral code to accept your referral.
5. Set up your new services
Back when you first got your funding, choosing a Support at Home provider could have been a bit confusing.
Your new provider will arrange your service agreement and work with you on your care arrangements and start date.
The aim is a changeover, not a disruption to your care.
Don't choose your next provider on hours alone
And as your needs change, having access to clinical expertise can make a real difference.
My Guardian has a team of Registered Nurses who can provide clinical oversight and help coordinate care when needs become more complex. That’s something worth asking about when you’re comparing providers.
Look for a provider that
- Listens to you and your goals
- Communicates clearly and responds promptly
- Provides consistent, reliable support
- Can adapt your services as your needs change
- Gives you genuine choice and control
- Has experienced support workers and care professionals
- Understands your culture and communication preferences
- Makes managing your care easier, not harder
How My Guardian makes switching easier
Changing providers can feel like one more thing you have to find time to organise.
We can help take much of that work off your hands.
We help coordinate the change
We’ll explain the process, help with the necessary arrangements and work with your existing provider where required.
We make communication personal
You’ll have people who know your situation and can help you navigate your care, rather than having to start from scratch every time you call.
We plan for continuity
We’ll work with you to make the transition as smooth as possible, including planning your services and start date. We’ve done this a lot.
We understand different cultures and communities
Our Australian-based team speaks more than 80 languages, helping us provide care that respects the way you live, communicate and do things.
A simple checklist before you switch
Do
- Check your current service agreement
- Compare alternative providers
- Ask about prices and availability
- Ask who will manage your care
- Find your new provider before ending your current arrangement
- Agree on a transition plan
- Make sure you understand your new service agreement
Don't
- Feel pressured to stay with a provider that isn’t working for you
- Cancel your current services before your new arrangements are confirmed
- Choose on hours alone
- Rush into a decision without asking questions
Just only thinking about it?
You don’t have to be ready to make the switch. If you’re simply comparing your options, talk to My Guardian.
We’ll explain how the change works and help you decide whether we’re the right fit for you.
Call My Guardian on 02 9336 7555
Frequently asked questions
Will I lose my Support at Home funding if I change providers?
No. Your funding moves with you to your new provider, including relevant unspent funds.
Will I need another assessment?
No, not simply because you are changing providers. A reassessment may be appropriate only if your care needs have changed.
Can my provider charge me an exit fee?
No. Support at Home providers cannot charge you an exit fee for leaving.
How do I reactivate my My Aged Care referral code?
You can do this through your My Aged Care Online Account or by contacting My Aged Care on 1800 200 422.
Table of Contents
Explore related topics
You’ve been assessed. You’ve received your letter confirming your Support at Home funding.
Aged Care fees can feel complicated, especially when you’re trying to understand.
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Whether you’re ready to start experiencing quality care or just want to learn more about our services, our friendly support team is here to help. Send us a message by filling in the form, or call us anytime on.
