Switching Providers: The Practical Playbook
A step-by-step guide to changing Support at Home providers without losing your unspent funds, without paying an exit fee, and without a new assessment.
Switching providers used to be one of the scariest parts of Home Care Packages — the exit fees, the fund transfers, the paperwork. Support at Home simplified almost all of it. This playbook walks through the exact sequence to switch without losing funds, without waiting weeks in service limbo, and without paying an exit fee that shouldn't exist.
Before you switch — is it actually the right move?
A few questions worth asking first: Is the issue with the provider fundamental (billing, staff, communication) or fixable (one particular care worker, one recurring service)? Have you raised the issue formally in writing? Providers must respond to written complaints within 28 days under the Aged Care Rules 2025.
If you decide switching is right, the Wayly Provider Price Checker shows the current rates for other providers in your suburb.
Step 1 — Sign the new service agreement first
Find and sign with the new provider BEFORE giving notice to the current one. This preserves care continuity: services keep running on the current provider until the switch date. You don't need to explain your reasons to either provider — the classification and unspent funds transfer regardless.
Step 2 — Reactivate the referral code
Call My Aged Care on 1800 200 422 or log in to your online account and request the referral code be reactivated for the new provider. This tells the government which provider to send funding to from the switch date.
Step 3 — Give written notice to the current provider
Most service agreements require 14-30 days written notice. Send it by email so you have a timestamped record. Include the switch date and ask them to confirm: (a) all outstanding statements will arrive within 30 days of exit, (b) any provider-held unspent contributions will be finalised within 70 days, (c) care records will be transferred to the new provider within 28 days.
The Letters & Follow-ups tool drafts this exact notice.
Step 4 — Confirm the fund transfer
Government-held unspent funds (from your quarterly budget) transfer immediately to the new provider. Provider-held unspent contributions (money you paid the current provider but they hadn't spent yet on services) are finalised within 70 days — either refunded to you or transferred to the new provider.
Ask the new provider to confirm receipt of both types of funds on their first statement.
What if the current provider claims an exit fee?
Exit fees are prohibited under the Aged Care Act 2024. Ask the provider in writing to show the specific clause in your service agreement they're relying on. If they can't produce one (they won't be able to), escalate to the Aged Care Quality and Safety Commission on 1800 951 822. From 01/05/2026 the ACQSC can order refunds directly.
Frequently asked questions
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