Choosing a Support at Home provider
What to compare, questions to ask, signing the agreement, and how to change provider.
How long do I have?
When your funding is ready, you get a letter. From the date on that letter you have 56 days to choose a provider and sign a service agreement.
Need more time? Ask My Aged Care for 28 more days: 1800 200 422.
Source: My Aged Care (checked 25 Oct 2026)
Step 1: Make a short list
There are 3 ways to find providers:
- Ask your assessor to refer you to providers.
- Use the Find a provider tool on My Aged Care. You can save up to 16 providers to a shortlist, and compare 3 side by side.
- Call My Aged Care on 1800 200 422. They can help you search.
Think about: location, the services they offer, cost, quality of care, and whether they have room for you now.
Source: My Aged Care; My Aged Care (checked 25 Oct 2026)
Step 2: Compare them
Services
Use one provider for all your services. Check they offer everything in your support plan.
Prices
Each provider sets its own prices for services and care management. Providers must publish their prices. The cost comes out of your budget, and you may pay a contribution.
Quality
Providers in Find a provider are registered with the Aged Care Quality and Safety Commission. If a provider is not meeting the Quality Standards, it shows on their profile.
Each profile in Find a provider also has a Finances and organisation section. My Aged Care says to use it together with other information, because money figures alone don’t tell you about quality.
Source: My Aged Care; My Aged Care; My Aged Care; My Aged Care (checked 25 Oct 2026)
Step 3: Talk to providers
Contact the providers on your list. You don’t have to commit. You can say no for any reason.
Take with you:
- Your Notice of Decision letter
- Your support plan
- Your income and means assessment result (if you have it)
- Your list of questions
You can bring family, a friend, your carer or an advocate.
Source: My Aged Care (checked 25 Oct 2026)
Questions you could ask
These are based on what the official guides say to check.
- Can you provide all the services in my support plan?
- What is your price for each service? What is included?
- Do you deliver the services yourselves, or use another organisation?
- When and why could your prices change? When would a change start?
- How do I pay my contribution? Weekly, fortnightly or monthly?
- Can I choose things like the gender of my care worker, and the days and times?
- Do you have workers who speak my language or understand my culture or faith?
- Is there a notice period if I want to leave?
- Can I manage parts of my own care?
- How do I make a complaint?
Source: My Aged Care; My Aged Care; My Aged Care (checked 25 Oct 2026)
Step 4: Choose, and sign the agreement
Give your chosen provider the referral code from My Aged Care. They will give you a service agreement. You must agree to it before, or on the day, your services start.
The service agreement is a contract. It sets out:
- your services and their prices
- your costs, and how you pay your contribution
- your rights and responsibilities, and the provider’s
- how to make a complaint
If you get ongoing services, 10% of your quarterly budget goes to care management.
Your provider must also give you a copy of the Statement of Rights and the Code of Conduct for Aged Care.
You and your provider also make a care plan. It covers your goals, and how you like things done, such as the days and times.
Source: My Aged Care; My Aged Care (checked 25 Oct 2026)
Get help with the agreement
- You don’t have to sign it straight away.
- It should make sense to you. Ask the provider to explain anything.
- Family, friends, a carer or a lawyer can help.
- Free OPAN advocates can help: 1800 700 600.
- Need an interpreter? Call TIS National on 131 450 and ask them to call My Aged Care.
- Can’t sign because of a physical or medical reason? You can agree verbally. The provider keeps a record and gives you a copy.
Source: My Aged Care (checked 25 Oct 2026)
Changing provider later
You can change provider at any time. Your current provider must support you in the move. You cannot be charged for leaving.
Find your new provider first
This helps avoid a gap in your services. Check your current agreement for a notice period.
Agree an end date
Tell your current provider early. Your new provider’s start date must be on or after this end date. Using the same day for both helps avoid a gap.
Sign a new service agreement
Do this with your new provider.
Source: My Aged Care (checked 25 Oct 2026)
If something goes wrong
- Talk to your provider first. Raising a concern will not affect your services.
- Free OPAN advocates: 1800 700 600.
- Complaint about a provider? Aged Care Quality and Safety Commission: 1800 951 822.
Source: My Aged Care; Aged Care Quality and Safety Commission (checked 25 Oct 2026)
Common questions
How long do I have to choose a provider?
You have 56 calendar days from the date on your funding letter to choose a provider and sign a service agreement. If you need more time, you can ask My Aged Care for 28 more days.
Source: My Aged Care (checked 25 Oct 2026)
Can I change my Support at Home provider?
Yes. You can change provider at any time, and your current provider must support you in the move. Find your new provider first, then agree an end date with your current provider. You cannot be charged for leaving a provider.
Source: My Aged Care (checked 25 Oct 2026)
Do I have to sign the service agreement straight away?
No. The agreement is a legally binding document, and you don’t have to sign it straight away. Ask the provider to explain anything you don’t understand. You can also ask family, friends, a carer, a legal professional or a free OPAN advocate (1800 700 600) for help.
Source: My Aged Care (checked 25 Oct 2026)
Do all providers charge the same?
No. Providers set their own prices, so each one charges a different amount for services and care management. Providers must publish their prices. You can compare prices in the Find a provider tool on My Aged Care.
Source: My Aged Care; My Aged Care (checked 25 Oct 2026)
Can I manage my own care?
You can choose to lead parts of your care. For example, the mix of services (from those you were approved for), how your budget is managed, and when and where you get services. Your provider must still provide care management.
Source: My Aged Care (checked 25 Oct 2026)
Need help with your own situation?
My Aged Care (Australian Government)
Mon to Fri 8am to 8pm. Sat 10am to 2pm.
OPAN free, independent advocates
Mon to Fri 8am to 8pm. Sat 10am to 4pm.
In an emergency, call 000. Worried about abuse? See urgent help.
Where this information comes from
- My Aged Care: Connecting with Support at Home providers
https://www.myagedcare.gov.au/connecting-support-at-home-providers
Last checked 25 Oct 2026. - My Aged Care: How to choose a provider
https://www.myagedcare.gov.au/find-a-provider
Last checked 25 Oct 2026. - My Aged Care: Agreeing to Support at Home services
https://www.myagedcare.gov.au/agreeing-support-at-home-services
Last checked 25 Oct 2026. - My Aged Care: Managing your Support at Home services
https://www.myagedcare.gov.au/managing-your-support-at-home-services
Last checked 25 Oct 2026. - My Aged Care: Support at Home costs and contributions
https://www.myagedcare.gov.au/support-at-home-costs-and-contributions
Last checked 25 Oct 2026. - My Aged Care: Checking quality of care
https://www.myagedcare.gov.au/checking-quality-care
Last checked 25 Oct 2026. - My Aged Care: Understanding financial information in Find a provider
https://www.myagedcare.gov.au/understanding-financial-information-find-provider
Last checked 25 Oct 2026. - Aged Care Quality and Safety Commission: Contact us
https://www.agedcarequality.gov.au/contact-us
Last checked 25 Oct 2026. - Older Persons Advocacy Network (OPAN): Contact us
https://opan.org.au/contact-us/
Last checked 25 Oct 2026.