Choosing a home care provider is a big decision. And while many providers promise quality service and support, they don't always live up to expectations.
We've spoken to many people who have decided to switch home care providers.Some felt let down by the level of communication, others were confused about how their funding was being used, or disappointed by inconsistent care.
The good news is that switching providers is easier than most people realise. And if you’re just starting out, learning from others can help you avoid common frustrations.
Here are the 10 things our clients say they wish they’d known earlier.
It’s a common misconception that switching home care providers is a complicated or expensive process. In reality, it’s free and you can do it at any time.
To make the switch, all you need to do is contact My Aged Care, ask for a new referral code, and pass it on to your new provider.
From there, your new provider will help set an end date with your current provider and guide you through the transition.
If you’re thinking about switching, download our free Switching Providers Guide to learn more about the process.
One of the most common issues people experience is confusion around billing.
Many Australians are surprised by unexpected fees or find that a big portion of their funding goes toward admin costs.
Before signing up, ask for a breakdown of:
How your budget is split between care management and services
Any fees for setup, cancellation or exiting
What kind of monthly statements you’ll receive
For independent support, the Older Persons Advocacy Network (OPAN) is a great resource.
Poor communication is one of the top reasons people change providers.
Many switchers say they didn’t know who to contact when things went wrong, or that they rarely heard from their provider once they signed up.
A strong provider will assign you a dedicated Care Manager from day one - someone who knows your care plan, checks in regularly, and can make changes quickly when needed.
So, if you’re unsure who your Care Manager is or struggle to get a call back, it may be time to look elsewhere.
Not all providers employ their own care staff. Some rely on agencies or contractors, which can lead to irregular scheduling, unfamiliar workers, and gaps in care.
At Harbour at Home, our support workers are part of our team. That means greater consistency, better rapport, and care you can trust.
Home care should feel personal — and knowing who is coming to your home is a big part of that.
Location matters more than you might think.
Providers without a strong local presence often send workers from outside your area, which can result in travel delays or cancelled shifts.
Before choosing a provider, ask where their support team is located, whether they have staff in your suburb, and how they manage travel times.
A provider with a local focus is more likely to deliver reliable, responsive care.
One of the most common issues people experience is confusion around billing. Many switchers are surprised by unexpected fees or find that a big portion of their funding goes toward admin costs.
Before signing up, ask for a breakdown of:
How your budget is split between care management and services
Any fees for setup, cancellation or exiting
What kind of monthly statements you’ll receive
For independent support, the Older Persons Advocacy Network (OPAN) is a great resource.
Some people end up paying for services out of their own pocket simply because they weren’t told what their Home Care Package includes.
Your package can often cover transport, domestic help, allied health and more. If you’re told something isn’t covered, make sure you understand why.
A skilled Care Manager will know how to stretch your funding further. You can explore more about what's included at My Aged Care.
Some providers offer gift cards, fee waivers or other short-term perks to attract new clients. But these offers can mask ongoing service issues, like poor communication or lack of support once you’re onboard.
Instead of focusing on incentives, ask questions that matter. How often will you speak to your Care Manager? How quickly can your services be adjusted? What training do staff receive?
Many people stay with providers who aren’t meeting their needs simply because they don’t realise they have options.
You’re allowed to change providers at any time. Whether it’s confusion around fees, communication gaps, or inconsistent care — you don’t need to put up with it.
We’ve helped many clients move to a better-fit provider. If you're not sure where to start, check out our Switching Providers Guide.
Once you’ve chosen a new provider, it’s important to notify My Aged Care. You’ll need to:
Request a new referral code
Set an end date with your current provider
Your new provider can help with this process to ensure a smooth transition. You can read more at My Aged Care.