Home›Support at Home›How to Switch Providers
Finding the Right Provider

How to switch your Support at Home provider

You have the right to switch at any time — and your funding follows you. Here's how to do it without a gap in your care.

Find a better provider — freeSee the steps ↓
5 min readUpdated November 2025Free for families
Any time
You can switch
Follows you
Your government funding
No penalty
For switching — check for exit fees in your agreement
Free
WithSally referral service
Your right to switch

Under Support at Home, you can change provider at any time — no approval required.

Your government funding does not belong to your provider — it belongs to you. Switching does not affect your approved funding level or your eligibility. You simply need to follow the right steps to avoid any interruption to your care.

Common reasons families switch

Any of these is a valid reason — you don't need to justify your decision to anyone.

Staff inconsistency
A different carer every visit — no continuity, no trust built. One of the most common reasons families leave.
Poor communication
Calls not returned, changes made without notice, no clear point of contact when something goes wrong.
Services not delivered
The care plan says one thing, what actually happens is another. Visits cut short, tasks skipped.
Lack of fee transparency
Management fees that are hard to understand, or charges that appear without clear explanation.
Moving to a new area
Your current provider doesn't service your new suburb — or can't meet the visit frequency you need.
Specific care needs not met
Better specialist support needed — dementia care, palliative care, language-aligned workers, or cultural alignment.

How to switch — step by step

Step 1 is the hard part — that's what WithSally does. Steps 2–5 are the straightforward admin your family handles directly.

1
Find a better provider
WithSally does this
This is the hard part — and it's what WithSally does for you. Tell us your suburb, funding level, and what's not working with your current provider. We'll come back with a shortlist of vetted alternatives who can take you, with a proposed start date confirmed before you give notice.
2
Check your service agreement
Look up the notice period in your current service agreement — this is the minimum time you must give before leaving. Typically two to four weeks. Also check for any exit fees so there are no surprises.
3
Give written notice to your current provider
Email your current provider stating you are leaving and your intended last day of service. Keep a copy. You don't need to give a reason — just a date.
4
Call My Aged Care
Call My Aged Care on 1800 200 422 to update your provider details. They'll process the budget transfer so your funding moves to your new provider.
5
Sign with your new provider
Sign your new service agreement and confirm your start date. Check it aligns with your last day at the old provider — no gap, no double-up.

Common mistakes to avoid

Most switching problems come down to doing things in the wrong order.

Giving notice before locking in a new provider
If you leave your current provider without a new one confirmed, you may have a gap in care while the transition is processed. Always secure your new provider first.
Not reading your service agreement first
Some providers have notice periods of up to a month, or exit fees that catch families off guard. Know what you've agreed to before you commit to a start date elsewhere.
Assuming your funding is at risk
Switching providers does not affect your funding level or eligibility. Your government subsidy follows you to the new provider. You do not need to reapply.
Not telling My Aged Care
Your budget transfer won't happen automatically. You need to notify My Aged Care on 1800 200 422 so they can update your record and reassign your funding.

What happens to your unspent funds?

Any unspent funds in your budget are generally transferred to your new provider, less any costs incurred during the notice period and any applicable exit fees charged by your current provider.

Check your service agreement for exit fee details before giving notice — some providers charge an administration fee, others do not.

Source: Australian Government Department of Health and Aged Care.

Notice periods

Notice periods are set out in your individual service agreement and vary by provider — typically two to four weeks. Check your agreement before committing to a start date with your new provider.

You cannot be penalised for switching. If your provider is making the exit difficult or refusing to cooperate, contact My Aged Care on 1800 200 422 for assistance.

Tip: lock in your new provider before giving notice

Agree on a confirmed start date with your new provider before you notify your current one. This ensures there is no gap between your last day and your first visit with the new provider.

How WithSally helps

We help families find the right new provider before they give notice — so there's no gap in care.

Tell us what's not working with your current provider, your location, and your funding level. We'll come back with a shortlist of vetted providers who are a better fit. Free, within one business day.

Ready to switch?

Find a better provider — before you give notice

Tell us what's not working. We'll connect you with vetted providers who are a better fit. Free.