When you leave a provider or the program, the provider cannot charge an exit amount. It must issue a final monthly statement and final invoices, tell Services Australia within 28 days of the exit date, and finalise claims within 60 days of the exit date. If you change provider, your funding moves with you, including unspent funds for ongoing services. If you held unspent Home Care Package funds, the provider must work out the participant portion. That portion is transferred to the new provider within 60 days, or refunded to you or your estate if you leave the program.
General information, not financial, legal or clinical advice.
The Letter
[Your details]
[DD/MM/YYYY]
[Provider name]
Re: Exit on [DD/MM/YYYY], [participant name], [client number]
Dear [name],
[participant name]'s services with you end on [exit date DD/MM/YYYY] because [change of provider to new provider name / leaving Support at Home / entering residential care / death on DD/MM/YYYY].
Please:
1. confirm the exit date in writing
2. confirm no exit amount will be charged
3. send the final monthly statement and any final contribution invoice
4. confirm the remaining budget information has been shared with [new provider] within 28 days of the exit date
5. tell me the amount of any unspent Home Care Package funds, split into participant and Commonwealth portions, and when the participant portion will be [transferred to new provider / refunded to account details]
Kind regards,
[Name]
Anything in [square brackets] is a prompt to fill in. The copy, download and print buttons keep the brackets so you can find them.
If It Isn't Resolved: The Escalation Ladder
Follow up with the provider in writing if you have no reply by your stated date. Wayly suggests 14 days. That is our suggestion, not a legal deadline: no fixed number of days applies to providers.
Talk to a free, independent advocate: the Older Persons Advocacy Network (OPAN) Aged Care Advocacy Line, 1800 700 600. Hours are 8am to 8pm Monday to Friday and 10am to 4pm Saturday.
Complain to the Aged Care Quality and Safety Commission: phone 1800 951 822 (food and dining 1800 844 044), online at agedcarequality.gov.au, email info@agedcarequality.gov.au, or post to GPO Box 9819 in your capital city. It acknowledges complaints within 3 business days and must finalise within 90 days unless there are reasons it needs longer. You do not have to raise the issue with the provider first.
Interpreter: TIS National on 131 450. Ask them to call the Commission.
