Guide to Swapping My Aged Care Providers

Choosing the right My Aged Care provider is one of the most important decisions when it comes to maintaining comfort, independence, and quality of life. However, circumstances can change, and you may find that switching providers becomes necessary or beneficial.

Whether you’re looking for more responsive support, culturally sensitive care, or better value from your Support at Home or Commonwealth Home Support Programme (CHSP) services, understanding the process will make the transition smoother and more informed.

Reasons to Consider Swapping Aged Care Providers

Swapping aged care providers can be a significant decision influenced by several factors. Here are some common reasons why individuals or families may consider making a switch:

Quality of Care

If your current provider is not meeting your expectations regarding the quality of care, staff responsiveness, or overall support, it may be time to explore other options.

Location

Relocating to a different area or city often requires finding a new aged care provider to ensure continued support and convenience.

Affordability

Prices can vary between providers. To maximise the value of your package funds, it’s beneficial to compare the services and costs of different providers.

Personal Preferences

Personal preferences, such as the desire for specific services or cultural considerations, can significantly influence the decision to switch providers. Choosing a provider that aligns with your unique needs and values is crucial for your well-being and satisfaction.



By carefully evaluating these factors, you can make an informed decision about whether to switch aged care providers to better meet your needs and preferences.

Things to Consider When Looking for a New My Aged Care Provider

Assess Your Current Situation

Begin by evaluating your reasons for wanting to switch providers. Identify aspects of care that are lacking or could be improved. Document any issues or concerns you have with your current provider to discuss with potential new providers.

Research and Shortlist Potential Providers

Research My Aged Care Providers in your desired location or based on your specific criteria (e.g., specific care needs, cultural preferences).  Use the Find a Provider tool on the My Aged Care website to compare services, pricing, and reviews. Consider providers that align with your care goals, preferred communication style, or cultural background.

Arrange Visits and Consultations

Contact shortlisted providers to arrange a meeting or phone consultation. Ask about their services, approach to care, management fees, and how they’ll personalise your plan. Assess how well they understand your needs and whether they can offer the kind of support you’re seeking.

How to Swap My Aged Care Providers?

The process of switching providers under Support at Home (formerly Home Care Packages) or CHSP is designed to be straightforward. Here’s how to manage the transition smoothly:

Choose Your New Provider

Select your new provider based on quality, pricing, and compatibility with your needs. Check your existing service agreement for any notice periods or exit fees that may apply.

Notify Your Existing Provider

Let your current provider know you intend to transfer your care. Provide written notice and request confirmation of your final service date (known as your cessation date).

Confirm Cessation Date

Request written confirmation from your current provider regarding the last date they will provide care, known as your cessation date.

Contact My Aged Care

Call My Aged Care at 1800 200 422 to notify them of your intention to transfer your Support at Home funding. You’ll receive a Unique Referral Code (URC), which identifies your record and funding.

Provide Unique Referral Code

Share your Unique Referral Code with your new provider. This code allows them to access your My Aged Care records and register as your new care provider.

Create New Care Plan and Agreement

Work with your new provider to create a new care plan and service agreement that reflects your needs. Any unspent funds from your previous provider will transfer with you and be available for your ongoing care once your new services begin.

Important Notes Under the Support at Home Program

From 1 November 2025, Home Care Packages will formally transition to the Support at Home program.

• If you already receive a Home Care Package, you’ll be automatically mapped to an equivalent Support at Home classification level and continue to receive the same funding unless your needs change.
• The new system introduces eight funding classifications (instead of four package levels) and greater transparency on pricing and service quality.
• The process for changing providers remains the same through My Aged Care, so you can continue to manage your care with confidence.



Conclusion

Swapping aged care providers is a personal decision aimed at improving your quality of life and ensuring your care stays aligned with your goals. By researching carefully, communicating openly, and understanding the process, you can manage the transition confidently and smoothly.

At FOCUS Connect, we’re here to help you every step of the way. As an approved My Aged Care provider serving Campbelltown, the Macarthur region, South West Sydney, and the Northern Suburbs of Sydney, we empower individuals from diverse backgrounds to live independently, stay connected, and feel secure at home.

We are a not-for-profit organisation, offering culturally sensitive support through the Support at Home (formerly Home Care Packages) and Commonwealth Home Support Programme (CHSP).

If you or a loved one could benefit from our support, please visit our website or call 02 4627 1188 to speak with our friendly team.