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Choosing a Provider

Questions to ask before choosing a Support at Home provider

The right questions reveal the real difference between providers. Use this checklist before you sign anything.

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6 min readUpdated November 2025Free for families
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Why this matters

There are hundreds of approved Support at Home providers in Australia. On paper, many look similar.

The questions you ask before signing a service agreement reveal the real picture — staff turnover, hidden fees, cultural fit, and how well they handle difficult situations. Use this checklist before you commit to anything.

Costs and fees

Fee transparency is one of the clearest signals of a good provider. Ask every one of these.

What is your management or care management fee, and how is it calculated?
Are there any setup fees, exit fees, or fees for changing my care plan?
Will you provide a written fee schedule before I sign anything?
Do your fees change if my care needs increase?
What happens to my unspent budget at the end of each period?

Your care workers

The worker who comes to your door is the most important factor in day-to-day care quality. These questions reveal how much control you actually have.

Are your support workers employed directly by you, or sourced through a labour hire agency?
What screening, qualifications, and training do your workers have?
Can I choose which worker comes to my home?
What happens if my regular worker is sick or on leave?
Do you have workers who speak a relevant language or have experience with a specific cultural background?

Your care and services

Not all providers can deliver all services to the same standard. Check that their capabilities fit your specific situation.

Which services do you specialise in? (e.g. dementia, palliative, post-hospital)
How do you create and review my care plan?
How quickly can you start services after I sign?
What happens if I have an emergency or need urgent help outside of scheduled visits?
Who is my main point of contact if I have a problem?

Quality and reputation

Government approval means a provider met a minimum threshold — it doesn't tell you how they perform day to day.

Are you accredited with the Aged Care Quality and Safety Commission?
Have you had any compliance or quality issues in the past two years?
Can I speak with existing clients or families about their experience?
What is your complaints process?

These are also the questions WithSally reviews when vetting providers — so you don't have to start from scratch. We give you a shortlist, not a directory.

How WithSally helps

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