Choosing a home care provider isn’t just about ticking boxes. It’s about finding someone who understands your needs and delivers the level
of care and communication you expect.
Unfortunately, that’s not always what happens.
At Age Up Health, we often speak with older Australians who’ve had frustrating experiences with other providers. Whether it’s poor communication, confusing fees, or feeling left in the dark, the common thread is the same: “I wish I’d switched sooner.”
If you’re thinking about making a change or just starting out, here’s what we’ve learned from supporting families through the process.
Many people assume that switching providers involves red tape, costs, or downtime. In reality, the process is simple, cost-free, and you can do it anytime.
All it takes is a quick call to My Aged Care. From there, your new provider can help manage the transition and notify your current provider.
Switching providers won’t impact your current allied health services unless you want it to. Whether it’s a long-time physiotherapist or a trusted podiatrist, you can usually continue those sessions as part of your care plan.
A good provider will take the time to understand who supports you already and make sure those relationships are maintained. Learn how we do that in our home care services section.
One of the biggest complaints we hear is about providers who go silent after sign-up.
You shouldn’t be chasing answers, or even waiting days for a call back.
At Age Up Health, every client is paired with a dedicated Care Manager. This is someone who knows your situation, checks in regularly, and makes adjustments quickly when your needs change.
Not all care workers are directly employed by providers.
Some businesses rely on external contractors or agency staff to fill care hours. This can sometimes lead to inconsistency, last-minute cancellations, and reduced continuity of care.
Home care is personal. You have a right to know who’s coming into your home, so you can feel safe and build a trusted relationship.
All of our Age Up Support Workers are members of our team, and we find that it makes a huge difference in the quality of care we're able to provide.
If your provider doesn’t have staff near you, there’s a higher chance of delays or cancellations. This is especially common during busy periods because staff will have to travel further to care for you.
Our team is based across Melbourne’s suburbs and regional communities. This ensures your support arrives on time.
One of the most stressful parts of care can be not understanding where your money is going. Home Care Packages have a set budget, but how that budget is managed can vary widely.
Before choosing a provider, ask for:
We believe in full transparency. See our pricing and funding details. For extra support, visit OPAN, a free advocacy service.
Some clients come to us paying out of pocket for cleaning, transport or therapy when their Home Care Package could have covered it.
A knowledgeable provider will help you maximise your budget and avoid unnecessary expenses. You can estimate your entitlements using the My Aged Care calculator.
Some companies use upfront discounts or gift vouchers to attract clients. But if that offer isn’t backed by responsive care, it’s not worth it.
Ask the real questions. How often will I be contacted? What happens when I need a change to my care plan? What kind of training do your workers receive? To help you choose, we’ve created a provider comparison checklist.
It’s common to feel stuck with a provider, especially if they were the first one you signed with. But if you're unhappy, know that better care is out there.
We regularly support new clients who are switching because they want to feel heard, respected, and supported. It’s your right to choose what works for you.
Once you’ve chosen a new provider, you need to tell My Aged Care you’re switching.
This involves requesting a new referral code and setting an end date with your current provider.
Your new provider can guide you through this process.
Contact us today to find out how we can support you and your loved ones.