How to Choose and Switch Home Care Providers

What is Support at Home, and why can you choose your provider?

Support at Home is the Australian Government program that pays for help at home for older people. It started on 1 November 2025 and replaced the older Home Care Packages system. The program funds the support you are assessed as needing, through a quarterly budget.

This is the part that gives you power as a customer. The funding is attached to you, not to any one provider. That means you get to pick who delivers your care, and you can change your mind later.

The funding follows you, not the provider

When you are approved for Support at Home, the government sets aside a budget for your care. A provider helps you spend that budget, but they do not own it. You do.

So if a provider is too expensive, hard to reach, or simply not the right fit, you are free to move. Your funding entitlement goes with you. This is one of the biggest differences from how many people remember the old system working.

Classifications 1 to 8 set your budget

Support at Home uses eight classifications. A classification is the level the government assigns you after an assessment. It runs from 1 (the lowest level of funding) up to 8 (the highest). The higher your classification, the larger your quarterly budget.

Your classification comes from an assessment through My Aged Care, the government's front door for aged care. We explain that process more in our guide on navigating the Support at Home classification system.

Self-managed and full-service: the two main models

Providers tend to offer one of two ways of working, and some offer both.

• Self-managed. You choose your own support worker from your local community, often someone you already know and trust. You and the worker agree a price. The provider onboards that worker so they meet Commonwealth standards, and a 10% self-management loading applies.
• Full-service. The provider employs the workers and gives you a fixed price list. They can add coordination and care management on top. The trade-off is cost: full-service hourly rates for everyday services typically sit higher than the matching self-managed rate.

Neither model is better for everyone. The right choice depends on how hands-on you want to be and how much your budget needs to stretch. Our guide on what self-managed Support at Home actually means goes deeper on the difference.

How to compare home care providers

Comparing providers feels easier once you know what to look at. Work through these in order.

Start with the published price list

Price is the first thing to check, because it decides how far your budget goes. A good provider publishes its rates openly, so you can see the cost of an hour of personal care, nursing, gardening and the other services you need.

If a provider will not share its prices until you sign up, treat that as a warning sign. You can compare Support at Home prices in your area on this site and put the numbers side by side.

Check which services are covered

Funding is split across different service types. Some are clinical, like nursing. Others cover independence and everyday living, like help with cleaning or transport.

Make a short list of what you actually need. Then check that each provider offers those exact services, and at what price. There is no point choosing a cheap provider that does not deliver the help you rely on.

Compare the model and what the rate includes

Two providers can quote very different prices for the same hour because their models differ. Always ask what the rate includes.

A full-service rate often bundles in scheduling, supervision, and cover when your usual worker is sick. A self-managed rate is leaner, because you do more of the choosing yourself. When you compare, you are comparing what is included as much as the headline number.

Look at coverage in your area and worker availability

A great price is no use if no worker can reach you. Ask whether the provider has workers in your suburb or town, and how quickly they can start. In some rural and regional areas, availability matters as much as price.

Use the comparison tool to see prices side by side

Rather than ringing ten providers, you can line them up in one view. The comparison tool on this site shows published prices by service and by area, so you can shortlist a few names before you make calls.

Questions to ask a home care provider before you sign

A short list of questions tells you a lot. Write them down and ask every provider the same ones, so you can compare fairly. Our companion guide, questions to ask before you sign with a provider, sets out the full list.

Questions about price and fees

• What is your full price list, in writing?
• Are there any joining, setup, or admin fees?
• What happens to the rate if I need help on a weekend or public holiday?
• Can my prices go up during the year, and how much notice do you give?

Questions about the Care Management fee and self-management loading

• How is the Care Management fee charged, and how much of my budget does it take?
• If I self-manage, how is the 10% self-management loading applied?
• What exactly do these fees pay for?

A quick definition. The Care Management fee is the cost of having someone help organise and oversee your care. Under Support at Home it is charged from your budget, usually around 10% of your quarterly budget.

Questions about workers and continuity

• Will I have the same worker each visit, or a roster of different people?
• What happens if my worker is sick or on leave?
• Can I keep a worker I already know and trust?

Questions about flexibility and exit terms

• How much notice do I give if I want to change services or leave?
• Are there any exit fees?
• How quickly can you start, and how do you handle a handover from another provider?

What is in a Support at Home service agreement?

The service agreement is the document you sign with your provider. It sets out what you will receive, what it costs, and how either side can end the arrangement. Read it before you sign. If anything is unclear, ask.

The services, rates and your budget

The agreement should list the services you have agreed to, the price of each, and how they draw on your budget. Check that the rates match the price list you were shown. They should be the same.

How the Care Management fee is charged

Look for a clear line on the Care Management fee. The agreement should say how it is calculated and how often it is taken. Because it comes out of your budget, a higher fee leaves less for actual care.

The old separate package management charge no longer exists under Support at Home. If you see a fee by that name, ask about it.

Participant contributions and what is fully funded

Some services may carry a participant contribution. A participant contribution (sometimes called a client contribution) is an amount you pay yourself toward the cost, based on a means test the government applies.

The good news is that clinical services such as nursing are funded in full within your budget, with no contribution from you. Independence and everyday-living services may carry a means-tested contribution.

Notice periods and how to end the agreement

Find the section on ending the agreement. It should state the notice period and any steps you need to follow. There is no single legislated notice period under Support at Home, so the amount of notice is set by your agreement. Check what it says before you sign.

How to switch home care providers

Switching can feel daunting, but the process is straightforward. You are not locked in. The steps below show how it works.

Step 1: choose your new provider

Use the same checks as above. Compare prices, services, and the model. Have a short conversation with the new provider and confirm they can take you on and start when you need them.

Step 2: give notice to your current provider

Tell your current provider you are leaving. Put it in writing if you can, even a short email. Check your service agreement for the notice period, since it is set by that agreement rather than a fixed national rule.

Step 3: your funding entitlement moves with you

Your Support at Home funding belongs to you, so your entitlement (your classification and quarterly budget) follows you to your new provider. How any unspent funds in your quarterly budget are handled at the change should be confirmed against current Department of Health, Disability and Ageing guidance.

How long switching takes

In most cases the change lines up with the notice period in your agreement, so a few weeks from start to finish. Your old and new providers can usually handle a smooth handover so your care does not stop.

Your rights and how to make a complaint

You have clear rights under Support at Home, and there are simple steps if something goes wrong.

Your rights under Support at Home

You have the right to safe, respectful care. You have the right to clear pricing and a written agreement. And you have the right to choose your provider and to change provider when you wish.

How to raise a concern with your provider

Most problems are best raised directly first. Tell your provider what is wrong and what you would like fixed. Ask when you can expect a response. Keep a short note of who you spoke to and when. Many issues are sorted out at this stage.

Where to go if it is not resolved

If your provider does not put things right, you can contact the Aged Care Quality and Safety Commission, which is the government body that handles complaints about aged care services. You can reach them on 1800 951 822. It is free and confidential, and will not affect your services.

Questions about this topic

Can I change my home care provider whenever I want?

Yes. Your Support at Home funding belongs to you, not the provider, so you can change provider at any time. You do not need to give a reason. Just check your service agreement for the notice period, which is set by that agreement.

How much notice do I need to give to switch home care providers?

There is no single legislated notice period under Support at Home. The amount of notice is set out in your service agreement, so check there first (it is often a few weeks). Giving notice in writing, even a short email, helps keep the handover clean.

Do I lose my funding if I switch Support at Home providers?

No. Your Support at Home funding entitlement follows you, so your classification and quarterly budget move to your new provider. How any unspent funds in your quarterly budget are treated when you change provider should be confirmed against current Department of Health, Disability and Ageing guidance.

What questions should I ask before choosing a home care provider?

Ask for the full price list in writing, what services are covered, and whether they run a self-managed or full-service model. Ask how the Care Management fee is charged and what it pays for. Then ask about workers, continuity and exit terms.

What is the difference between self-managed and full-service home care?

With self-managed care, you pick your own worker, agree a price, and the provider onboards them and pays the invoices. Rates sit close to everyday market rates plus a 10% self-management loading. With full-service care, the provider employs the workers and gives you a fixed price list, and everyday rates typically run 50% to 100% higher.

Where do I make a complaint about a home care provider?

Raise it with your provider first and ask when you will hear back. Keep a note of the conversation. If it is not resolved, contact the Aged Care Quality and Safety Commission, the body that handles aged care complaints, on 1800 951 822. It is free and confidential.

See what care costs in your area

The clearest way to start is to put real prices in front of you. You can compare Support at Home prices in your area and shortlist a few providers in minutes. If you would like to talk it through, you can call Trilogy Care on 1300 318 723.