How to change My Aged Care providers if you are not happy

If your provider isn't right for you, you're not stuck!

My Aged Care is consumer-directed, which means the funding belongs to you, not the My Aged Care provider.

You can change provider at any time, and as often as you need, and you don't have to justify your reasons to anyone.

Two things worth knowing up front, because they put your mind at ease:

• No exit fees. Under Support at Home, a My Aged Care provider cannot charge you a fee for leaving.
• Your funding follows you. Your budget and any unspent funds move with you to your new My Aged Care provider.

How to change, step by step

1. Find your new My Aged Care  provider first. Don't give notice until you've lined up a replacement. Compare providers in your area, check they can deliver the services you need within your budget, and confirm they can start on the date you want. (See "Questions to ask when choosing an aged care provider")
2. Check your current agreement. Look at your service agreement for any notice period you need to give. It's often around two weeks, but check yours.
3. Tell your current provider, in writing. Let them know you're leaving and agree on a final date (sometimes called your cessation date). Ask them to confirm it in writing.
4. Reactivate your referral code. Call My Aged Care on 1800 200 422 and tell them you're changing providers so they can reactivate your referral code. You can also find your code in your My Aged Care Online Account. Write it down.
5. Give the code to your new provider. They use it to access your record and support plan and to set you up.
6. Set your start date with no gap. Aim for your new My Aged Care provider's start date to match your old exit date, so your services continue without interruption. Your new My Aged Care provider will work with you on a new care plan and service agreement.

What happens to my money?

Your budget is held for you, so it doesn't disappear when you switch.

Government-held funds are available to your new My Aged Care provider, and any unspent funds from your old provider are transferred across.

This transfer can take a few weeks to complete, but you won't be left out of pocket while it happens. Your reactivated referral code is all your new provider needs to start your care.

You don't need a "good enough" reason

People change providers for all sorts of reasons, and all of them are valid. Common ones include:

• fees or admin charges that feel too high, or aren't clearly explained
• too much of the budget going to management rather than actual care
• constant changes to your worker or your schedule
• care that doesn't match your needs, routine or culture
• feeling unheard, or that concerns aren't acted on
• simply finding a My Aged Care provider that suits you better.

Tips for a smooth switch

• Share your care plan with the new My Aged Care provider so they understand your needs from day one.
• Spell out health details, including medications and any specific care requirements.
• Tell your support network, including family and other health professionals.
• Keep a copy of your written notice and the agreed dates.

If you're leaving because of poor care

If you're switching because of poor care, unclear fees or conduct that worried you, you can also raise it, and changing providers doesn't stop you from doing so. Free help is available:

• OPAN for free, independent advocacy and support: 1800 700 600
• Aged Care Quality and Safety Commission for complaints about care quality or provider conduct: 1800 951 822

(See "Choice, dignity, respect: your rights in aged care" for more on raising concerns safely.)

A quick note on CHSP

The steps above are for Support at Home (the program that replaced Home Care Packages). If you only receive Commonwealth Home Support Programme (CHSP) entry-level services, changing works a little differently, so call My Aged Care on 1800 200 422 and they'll talk you through it.

Quick contacts

In a nutshell

• You can change provider any time, and you don't owe anyone an explanation.
• There are no exit fees, and your funding and unspent budget follow you.
• Line up the new provider first, give written notice, then reactivate your referral code.
• Match the start and end dates so your care never has a gap.

This guide is general information, not personal advice. Rules and processes can change, so confirm anything important with the My Aged Care website or by calling 1800 200 422.