Questions to ask when choosing a My Aged Care provider

Once you're approved for a My Aged Care Support at Home package, you choose who delivers your care, and you can compare providers on price, services and how they treat you.

It's worth shortlisting two or three and asking each the same questions, so you can compare fairly. 

Here are the questions to ask, grouped by what matters most.

Questions about money

This is where My Aged Care providers differ the most, and where your budget can quietly disappear, so ask plainly.

• What do you charge for each service I need? Ask for a written quote using their published prices.
• How much do you charge for care management, and what does it cover? A share of your budget goes to managing your care, so check how much.
• Are there any other fees? Ask about setup, admin, travel or anything else.
• How much of my budget actually reaches my care, rather than going to management and admin?
• How do you handle my quarterly budget, and what happens to unspent funds and rollover?
• Can you help me run a fee estimate so I know my likely contribution before I commit?

NOTE:: from 1 July 2026, price caps will apply to many services, but until then providers set their own prices, so comparing quotes matters.

Questions about services and flexibility

• Can you deliver everything in my care plan? Under Support at Home you generally work with one provider for all your services, so make sure they cover what you need.
• Can I choose when and how my services are delivered?
• How much notice do you need if I want to change my schedule?
• What happens if my worker is sick or on leave? Will someone else come?

Questions about the people and the care

• What training, qualifications and background checks do your workers have?
• Will I have the same worker most of the time, or do they change often?
• Can I request a worker of a particular gender, language or cultural background?
• How do you make sure my care is culturally safe and respects my identity, beliefs and routine?

Questions about communication and concerns

• Who will be my main contact, and how do I reach them?
• How do you handle complaints and concerns? A good provider makes this easy and won't make you feel awkward for asking.
• How often will we review my care plan together to make sure it still fits?

Practical questions

• Do you reliably service my area?
• How soon can you start? (Remember you have 56 days from your funding letter to begin.)
• What happens if I want to leave? The answer should be that there are no exit fees and your funding follows you. (See "Not happy with your My Aged Care provider? How to change")

Good signs and red flags

Good signs: clear written pricing, straight answers about fees, flexibility around your routine, consistent workers, and a calm, welcoming attitude to questions and complaints.

Red flags: vague or shifting answers about cost, pressure to sign quickly, a large slice of your budget going to management, or any sense that raising concerns would be unwelcome.

Before you sign

• Get the fees and services in writing.
• Take your time, and ask someone you trust to look over the agreement.
• Get free, independent advice if you're unsure. OPAN can help: 1800 700 600.

When choosing My Aged Care providers

• Compare two or three providers with the same questions.
• Dig into fees and care management, because that's where budgets get eaten.
• Check the people, flexibility and culture, not just the price.
• Get everything in writing, and don't be rushed into signing.

This guide is general information, not personal advice. Pricing rules are changing during 2026, so confirm current details with the My Aged Care website or by calling 1800 200 422.