Your home care, your choice!

Changing Home Care Package Provider (HCP)

Making sure you are happy with your in-home care and trust your home care provider is key in staying at home while ageing. Changing your care provider to Home Instead is a seamless and smooth transition.

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changing home care provider

A smooth transition to Home Instead is our focus!

Home care should enhance your health and well-being to help you continue to live comfortably and independently at home. When it comes to receiving care at home, it is important that you are happy with your provider and the care that you receive.

If you are unhappy with your current provider, you have the right to change. People change provider for a variety of reasons including:

  • wanting better value for money
  • hoping for a higher quality service, especially if there are communication issues or inconsistent and unreliable carers from a current provider
  • supporting changing and potentially more complex needs
  • moving to a different area

Whilst it may be daunting to move provider, this process is simple and many providers, such as Home Instead can help you with this to ensure a smooth transition to the new provider.

Remember it is your package and your care – you should be happy with your provider.

Changing home care providers is easy!


1. Find the right provider for you

It’s important to note why you wish to leave your existing provider so that you can determine what your requirements are for a new provider. You need to research into different providers and ensure that you choose the right provider for you. My Aged Care Find a Provider tool can help you find providers in your area or alternatively you can call My Aged Care on 1800 200 422.


2. Give notice to your current provider

Give notice to your current provider and confirm the changeover date. Under the Charter of Aged Care Rights, you are obliged to inform your current provider that you will be moving provider and wish to stop their services. You will need to agree on a final date of service. It is beneficial to provide formal written notice to your current provider and include the final date of service within this. Likewise, try to secure written confirmation from your existing provider confirming the agreed end date. They should also produce a statement outlining any unspent funds which will be transferred to your new provider.


3. Call My Aged Care

Call My Aged Care to let them know that you are changing provider. You will need to do this to reactivate your referral code.


4. Sign new agreement

Once you have received your referral code, you need to pass this on to your new provider and agree on a start date. To avoid disruption to your care schedule, it is important that the start date with your new provider is the same as your end date with your existing provider. You will need to sign a Home Care Package Agreement with your new provider before you commence services. Once you have signed this, you can let your current provider know which provider you are moving to and they will begin the process of transferring unspent funds to your new provider – they need to have transferred the funds within 70 days of your agreed end date.


5. Start with new provider

Your start date has arrived and you will now receive care from your new provider!

Make your home care provider switch easy!

It’s important to know that as of January 2023, providers cannot charge exit fees and you cannot be charged for starting services with a new home care provider.

Before you start this process, it is beneficial to understand what your notice period is under your current Home Care Package Agreement. Most providers require 2 weeks’ notice to change provider but check this with your current provider or within your Home Care Package Agreement.

How to choose the right provider

It can be difficult choosing a home care provider and not all providers offer the same services. When considering a new provider, it is important that you understand all of their fees and costs so that you can directly compare one provider with another.

When considering a new provider, it is vital that you prioritise a high-quality service than can meet your needs. The level of care provided can vary immensely from one provider to another and the services provided can also be different. Take your time researching and speaking with different providers to choose the right provider for you and your individual needs. Ensure that you feel comfortable and confident in the care that they can provide before you sign a Home Care Agreement and commence services with them.

Questions to consider when choosing a new provider:

  • What are their costs and fees?
  • How many hours of care will I receive under by Home Care Package?
  • What services do they provide? Are these services able to support your future needs?
  • What makes this provider unique?
  • What training do they provide for their carers? Are they police-checked?
  • Do they match their carers to your interests, hobbies and needs?
  • Do they have the capacity to support if your usual carer is unwell or on holiday?
  • Can the provider be contacted out of hours if required?
  • Do they offer private and government-subsidised services?

Our handy Home Care Provider Checklist can help you ensure that you are accurately comparing one provider with another to validate that you are choosing the best care tailored to your specific needs.

Why choose Home Instead?

Home Instead provides high-quality, relationship-based home care tailored to your individual needs.

Our services include:

  • Companionship
  • Domestic help
  • Meal preparation
  • Personal care
  • Transport services
  • Dementia care
  • Palliative care

We are a trusted, national home care provider with local offices across Australia. Our locally employed CAREGivers are the heart of our business and provide exceptional care to help older people live independently at home.

We can help you change providers, including giving notice to your current provider and managing the transfer of your HCP funds.

Home Instead are here to help. To start this process, please contact your local office.

Find Your Local Office

Frequently Asked Questions (FAQs):

Additional Home Care Resources:

My Aged Care has created a Changing Provider Checklist.

For further information about how to change provider, it may be beneficial to visit the information pages on My Aged Care.

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