A Simple Guide to Changing Your Aged Care Provider in Australia

Switching aged care providers can feel overwhelming, especially if you already rely on In-Home Care Support in Wagga Wagga.

The good news is that you have choices, and changing providers does not mean losing your support.

This guide outlines how to switch aged care providers in Australia, with practical steps for a smooth transition.

Why you might want to change providers

There are many reasons someone may choose to move from one provider to another:

• You need better quality or more personalised care

• You feel the current aged care services are not reliable

• Fees or rostering arrangements do not match your expectations

• Relocation or a change in care needs

• Preference for a more responsive team

In most cases, Australians receiving funded care, including the Support at Home Program, can switch providers without losing their existing funding.

Step 1 - Review your current care agreement

Before making any changes, check your current home care agreement:

• Notice period: Many aged care providers in Wagga Wagga require written notice - often between 2–4 weeks - before services can cease.

• Exit fees: Agreements may include an exit or administrative fee. This amount must be clearly listed and cannot exceed the balance available in your support funds.

• Care plan commitments: Understanding your current care plan helps you discuss your needs confidently with a new provider.

Tip: Reading your care agreement provides clarity and helps avoid unexpected costs.

Step 2 - Reactivate your referral code

If you receive the Support at Home Program, or other funded care, you likely have a referral code created when you first enrolled in the program.

To use your existing funding with a new provider, you will need to reactivate this code:

• Call My Aged Care.

• Request reactivation of your referral.

• Note down the code once provided.

• Share this code with your new provider.

This code enables your new aged care provider in Wagga Wagga to access your records and set up services under the same program.

Step 3 - Notify your current provider

Let your current aged care provider (in Wagga Wagga or elsewhere in Australia) know you intend to move to a new provider. Most providers accept written notification.

Include in your notification:

• Your full name

• Date of birth

• Your intention to end services

• Your requested last day of service (cessation date)

Providers generally confirm your cessation date in writing. This marks the official end of their services and triggers the next steps in transferring your care.

Step 4 - Choose your new provider and sign an agreement

Once your referral code is active, choose a provider that better matches your needs. Consider asking about:

• Experience with the Support at Home Program

• How they manage in-home aged care support

• Fees, rostering, and service flexibility

• How they communicate with families

After you decide, your new provider will typically:

• 1Work with you to create a care plan

• Prepare a new Service Agreement

• Schedule your first service visit

From the agreed start date, your new provider begins delivering care. Any unspent funds from the Support at Home Program generally transfers to the new provider within the transition period.

Timing matters: do not let your support program lapse

When you finish with your current In-Home Aged Care provider, you typically have 56 days to sign a new agreement with another provider using the same funding. If you miss this window, your Support at Home Program could lapse, and you may need to reactivate it through My Aged Care.

If you need more time, My Aged Care may grant an additional 28‑day extension, so your funding does not lapse while you decide.

What happens to your care and funding?

When you switch providers:

- Your existing Support at Home Program stays with you

- Unspent funds move to your new provider

- Any eligible supplements transfer

- Your care plan and support typically continue once the new services begin

Switching providers does not mean losing your funding - it changes the organisation delivering your care.

Support if you are unsure

Changing providers can be straightforward, and guidance is available. Some options to consider are:

• Speak with your new provider’s care adviser

• Ask My Aged Care staff for help

• Consider advocacy support to understand your rights

Every Australian has the right to choose the support that best meets their health and lifestyle goals.

Summing Up

Choosing the right aged care provider can make a meaningful difference to your wellbeing and peace of mind. If your current support does not feel right, moving to a provider that aligns with your expectations - whether for daily support or more specialised assistance - is well within your rights.

Contact the Home at Heart team to learn more about in-home care support or to discuss a smooth transition to a new provider. For more information about how Home at Heart can support your care needs, please contact our team.