Switching HCP Providers

Changing Home Care Providers: A Quick Guide

Looking for a new provider in Frankston, Cranbourne or the Mornington Peninsula but don't know how to switch?

It's easy - SAI Home and Community Care can help!

Changing home care providers might seem like a daunting task, but it’s actually a straightforward process. Whether you’re dissatisfied with your current provider’s services or you’re looking for a more cost-effective option, switching providers can be a beneficial move.

In this quick guide, we’ll walk you through the steps of changing home care providers, ensuring you receive the high-quality care you deserve.

Understanding the Need for Change

Before we delve into the process of changing home care providers, let’s first understand why you might want to consider this option.

Quality of Care

The quality of care is perhaps the most significant reason why you might consider switching providers. If you’re not satisfied with the level of care you’re receiving, it might be time to explore other options. Important things to consider:

  • Does the provider support their staff with ongoing skills development and training?
  • Does the provider have a quality department to oversee the quality of the home care service being provided?
  • Is the provider a locally managed team and do they have their own team of local support workers?
  • Are the Care Partners and Managers from the local area?
  • Have the Care Managers been with the provider for a long period of time?

Value for Money

Value for money is another crucial factor. Different providers charge different fees, and in some cases, a significant portion of your home care package could be consumed by administrative charges with some providers after the July 1 price increases, charging up to 35% Care Management and Package Management fees. With the higher fees of course means that there will be less package funds for direct home services, allied health or equipment purchases.


Availability and flexibility of services also matter. You might need to switch if your current provider isn’t able to accommodate your changing needs or schedule.

With SAI being a local provider of choice around the Frankston, Mornington and Casey local communities, we have a large team of local support workers, who we are able to connect with you to meet your needs.

Switching providers

The Power to Choose and Change

Thanks to the government reforms implemented all the way back in 2017, you now have the power to choose who delivers your home care package. This means you’re not stuck with a provider if you’re unhappy with their services. And the great news is, from January 1, 2023, you cannot be charged a fee for ceasing care with a provider.

Let’s now look at the step-by-step process of changing your home care provider.

How to switch providers

Step 1: Finding a New Provider

Before you cut ties with your current provider, it’s crucial to find a new one.

Remember, it’s important to have your new provider in place before cancelling your current provider to ensure continuous care.

Step 2: Notifying Your Current Provider

Once you’ve found a new provider, the next step is to inform your current provider about your decision. Most providers require at least 14-days’ notice that you intend to change providers. It’s best to send this notification in writing, preferably via email.

Make sure to include important details like the date you want the services to cease and the name of your new provider to ensure a smooth transition.

Step 3: Notifying My Aged Care

After notifying your current provider, the next step is to inform My Aged Care about your decision. You need to ask them for a ‘reactivating home care services code’, which you’ll give to your new provider. You can do this either over the phone or via your personal portal on the My Aged Care website.

If you require any support in switching home care providers, please don’t hesitate to contact us. Our friendly team will be able to assist in making this process as smooth as possible.

Things to Consider Before Switching Providers

While changing home care providers can be beneficial, there are a few things you should keep in mind before making the switch:

Let’s now look at the step-by-step process of changing your home care provider.

  • Check whether your existing provider has exit special conditions.
  • Ensure your existing provider knows the exact date their services are to end, and the new provider knows when they’re to start. This ensures continuous service.
  • If you cancel your agreement with your existing provider before finding a new one, you have 56 calendar days to enter into a new Home Care Agreement before your package is withdrawn.
  • The start date for the new provider must be on or after the last day with the existing provider.
  • Changing providers could save you thousands in fees. The lower your fees, the more money you have for your care.

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