How to Change Your Support at Home Provider

For many people, this usually feels like a big step. And it can be especially concerning if you rely on regular services and are worried about funding loss or disruptions to your routine.

However – changing providers is your right. You don’t have to stay with a provider if they’re not right for you. The process is also far more straightforward than you might think. You won’t lose your place in the system, and you don’t need a new assessment.

In this guide, we’ll walk you through how the process works. We’ll explain the best time to make the switch, and also what to expect along the way. We want you to feel confident you’re choosing care that genuinely meets your needs.

People don’t usually switch providers on a whim. However, if you’re experiencing ongoing frustrations with your provider, it’s entirely reasonable to explore other options.

This may include:

• Inconsistent support workers: You never know who’s turning up, and you’re constantly repeating instructions to new support workers.
  
  
• Hard‑to‑reach care coordinator: Your calls are never answered, messages aren’t returned, and you feel like you’re always chasing information.
  
  
• Services feel rushed: Your care workers always seem to be in a hurry, or don’t finish tasks.
  
  
• Fees increasing without explanation: You’re paying more but receiving the same (or less) support.
  
  
• Frequent cancellations or limited availability: Your schedule constantly changes without warning.
  
  
• Cultural or language needs not being met: You don’t feel understood or comfortable.
  
  
• Clinical needs the provider can’t handle: Your provider tells you they don’t offer particular services even when they’re necessary for your wellbeing.
  
  
• Promises made at sign‑up not delivered: You were promised certain things when you signed up but they’re not being delivered.

These are all clear signs your current provider isn’t meeting your needs. Remember – your care should always be reliable, respectful, and aligned with your needs.

Unfortunately, many people stay with a provider longer than they should, or want to, because they’re worried about losing funding or having to start again. However, the reality is that:

• You can switch at any time, for any reason.
  
  
• You don’t need a new assessment. Your eligibility stays the same regardless of your service provider.
  
  
• Your funding and classification level are yours. They don’t belong to your provider.
  
  
• You don’t lose unspent funds. They transfer to your new provider, usually within 60 days.
  
  
• Your service provider is not allowed to charge exit fees if you decide to leave them.
  
  
• You’re never locked into a contract, and can leave whenever you choose.

Knowing your rights often makes the decision feel much less daunting.

You can switch service providers at any time. That said, timing it to coincide with how the budget system works can smooth out the process. 

• Your funding is allocated quarterly with a rollover cap (the greater of $1,000 or 10%) so switching right at the beginning of a new quarter gives your new provider a full budget to work with.
  
  
• Unspent funds above the cap don’t carry forward into the next quarter; switching early allows your new provider to plan your services so you get the full value of your funding.
  
  
• Your old provider has up to 60 days to reconcile and transfer remaining funds so consider the services you have scheduled. If you have some big outlays coming up, changing mid-quarter might create budgeting or cash flow issues.

So how do you change your Support at Home provider without stress? At Aunty Grace, we believe in making the process simple and straightforward so here’s our advice.

1. Decide what you need from a new provider

What do you need from your service provider? Perhaps it’s better communication, more reliable or consistent workers, or a provider who can handle specific clinical needs.

Make a list so you ask the right questions. Are you receiving all the items on your list with your current provider? If so, are they working well for you? If not, it’s probably time to consider another provider.

2. Research and shortlist new providers

Research local providers who offer the services you need and, importantly, have availability. Prepare a list of questions to ask when you contact them. You’ll want to know things like staff consistency, communication style, and their experience with your specific care needs. Shortlist those that can supply what you need.

3. Have a real conversation with each provider

This is important – brochures and websites are made to impress so don’t rely solely on what you read there. Always contact and speak to the provider directly. Ask them how they handle issues like cancellations, staff changes, and communication with families. Their answers should give you a good feel for what working with them will be like.

4. Confirm a start date in writing

Make sure your new provider provides and confirms a solid start date before giving notice to your current provider. They should dovetail so you avoid gaps in your services.

5. Notify your current provider

Let your current provider know you’re switching. Agree on an exit date. Keep it simple and professional. You are not obligated to provide a reason unless you want to.

6. Your new provider handles the rest

Once you’ve given notice, your new provider takes over the administrative side. They'll notify Services Australia, arrange your first services with them, and request your records. Your old provider must transfer these within 28 days upon request.

This is one of the most common questions we’re asked. The good news is that most of the important things automatically transfer with you. However, some things might have to be re‑established.

What transfers automatically:

• Your funding and classification level
  
  
• Unspent funds (transferred within 60 days)
  
  
• Your eligibility (no reassessment is required)

What may need to be requested or re‑established:

• Your care notes and service history from your current provider. Your new provider will likely have to request these
  
  
• AT‑HM funding approvals.  Although the approvals won't change, your new provider will need to request the information
  
  
• Restorative or End‑of‑Life pathway status if applicable

Worth re‑discussing with your new provider:

• Your care plan and goals
  
  
• Your preferences around timing, communication, cultural needs and so on
  
  
• What equipment (if any) or home modifications you already have in place

Remember, you’re not starting from scratch. However, good providers, like Aunty Grace, always want to get to know you and your situation firsthand rather than relying on inherited files and paperwork.

Most of us don’t like uncomfortable or awkward situations but telling your current provider you’re switching doesn’t need to be difficult. A simple, professional message along the following lines is works well:

“I’ve decided to move to a different provider. I’d like to agree on an exit date so we can make the transition smooth.”

The service provider might ask why or try to address your concerns but you’re not obligated to do either. You can explain if you want to but if they’ve consistently let you down, you don’t owe them a second chance. Regardless of how you choose to handle it, always keep it brief and businesslike.

Before signing anything with your new provider, check:

• How their fees are structured and when they can change
  
  
• Cancellation policy for both your provider and yourself
  
  
• Notice period if you ever want to leave
  
  
• What’s included in care management vs. charged separately
  
  
• How complaints are handled

If something isn’t clear, ask. A good provider is happy to explain without making you feel inadequate

Starting out smoothly with a new provider sets the tone for your whole experience with them. In the first few weeks expect:

• A conversation with the provider to understand your needs and goals
  
  
• A clear care plan developed with your input
  
  
• Introduction to your regular support worker(s)
  
  
• Confirmation of your service schedule
  
  
• An easy way to contact your care coordinator
  
  
• A check‑in within the first fortnight

If the provider skips these steps or tries to rush through them, it’s a good indication of how they’ll probably treat you long‑term.

Switching your Support at Home provider is designed to be straightforward. You won’t lose your funding or encounter service gaps so long as you plan it well.

And always remember – if your current service provider isn’t meeting your needs, it’s entirely reasonable to look elsewhere. You deserve care that works for you.

If you’d like to talk through your options or understand the process more clearly, Aunty Grace is here to help with warmth, clarity, and steady guidance.