How To Switch Aged Care Providers in Australia
Aged care should never feel like a compromise. Whether it’s for yourself, or for your loved ones, every individual deserves quality care that feels right (not just convenient) and genuinely supportive, respectful, and in alignment with your personal needs.
The reality however, is that many Australians find themselves stuck with aged care providers that don’t meet their expectations, while feeling unsure about whether or not switching is possible (or worth the effort).
We know satisfaction levels tell an important story. According to COTA Australia’s State of the Older Nation 2025 report, 91% of older Australians reported being satisfied with their home care package services in July 2025, when the system was still operating as Home Care Packages (HCP).
But since the transition to Support at Home (SAH) on November 1, 2025, many recipients have experienced a significant shift in their care experience. If you’re among those who’ve noticed changes that have left you less satisfied with the support you’re receiving, you’re not imagining things – and you’re definitely not alone.
The transition has created genuine disruption for many people who were once content with their care arrangements. If you’re reading this and wondering whether it’s time to explore other options, here’s the reality: Waiting won’t restore what you had under the old system, but taking action now might help you find a provider who can deliver the quality of care you deserve.
Other recipients are already making moves to find services that better meet their needs and expectations. The question isn’t whether people are switching – it’s whether you’ll be proactive about securing better care now, or whether you’ll wait and wish you’d acted sooner when your care situation doesn’t improve.
The good news? You absolutely can change providers, and you’re not alone in wanting to. Here’s why families across Australia are making the switch, and how CareAbout makes finding the right provider a whole lot simpler than you might expect.
Why Australians Are Switching Aged Care Providers
Switching providers isn’t about being difficult – it’s about getting the quality of care you’ve been promised. Here are the most common frustrations driving both individuals and/or their families to look elsewhere:
Inconsistent or Unreliable Care
Seeing an unfamiliar face each time? Carers who arrive late, cancel at the last minute, or more seriously, don’t show up at all, create much stress and uncertainty. When you’re relying on support for daily tasks like medication, meals, or personal care, reliability isn’t a luxury – it’s essential. High staff turnover can mean having to constantly explain your needs to new faces, while the lack of continuity can simply feel exhausting.
Poor Communication
Unanswered phone calls, delayed responses to concerns, and feeling left in the dark about care plans are major indicators that it’s time to move on. Families report frustration when providers don’t keep them informed about changes in their loved one’s condition or when requests for adjustments go ignored. Quality aged care means transparent, responsive communication – not radio silence.
Lack of Person-Centred Care
Cookie-cutter care plans that ignore individual preferences, cultural backgrounds, and/or personal routines leave people feeling like numbers rather than individuals. Whether it’s dietary restrictions not being honoured, activities that don’t match interests, or care delivered without dignity and respect, feeling unseen in your own care arrangement is deeply demoralising (and plainly, unacceptable).
Rushed or Inadequate Care
Carers who are clearly overstretched, rushing through visits, or unable to complete agreed-upon tasks signal systemic understaffing. You shouldn’t have to sacrifice quality because a provider has taken on more clients than they can properly serve. Care visits that feel hurried or incomplete erode trust and wellbeing.
Hidden Costs and Unclear Pricing
Unexpected charges, confusing invoices, or being pressured into services you didn’t request create financial stress and distrust. Transparent pricing should be standard, not a bonus. When providers aren’t upfront about costs or package management, it’s reasonable to question whether they have your best interests at heart.
Safety or Quality Concerns
Perhaps most seriously, some families notice declining hygiene standards, medication errors, inadequate supervision, or carers who seem poorly trained. These aren’t minor inconveniences – they’re valid safety concerns that warrant immediate action. You should never feel guilty for prioritising your wellbeing and safety.
You Have the Right to Choose
Under Australian aged care regulations, you have the right to change providers at any time. Your allocated Support at Home funding (or formerly, your Home Care Package) follows you – not the provider. While there may be notice periods outlined in your service agreement (typically 14 days), you’re not locked in indefinitely.
Many people worry about the logistics, fear burning bridges, or feel guilty about leaving. But choosing a provider that genuinely meets your needs doesn’t mean you’re being difficult – it means you’re an informed consumer exercising your rights.
The Search Can Feel Overwhelming
Australia has hundreds of aged care providers, each with different strengths, service areas, specialisations, and reputations. How do you find one that’s genuinely better? Sifting through websites, reading reviews, making phone calls, and trying to compare services can be exhausting, especially when you’re already dealing with the stress of inadequate care.
Common challenges include not knowing which questions to ask, struggling to verify quality claims, feeling pressured by sales-focused providers, and simply not having the time or energy to research properly while managing everything else.
Thankfully, CareAbout is here to make the switch for you.
How We CareAbout You
You’re never alone when seeking quality aged care, we’re here to CareAbout you.
We exist to help you navigate your aged care journey with confidence. Whether you’re looking for a quality aged care provider to commence services with, or are looking to make the switch from your existing provider – we can take care of all of this for you.
CareAbout has helped over 135,000+ Australian families to find vetted, suitable, and trusted Support at Home providers.
Our service is 100% free, 100% independent, and 100% personal. We match you with providers based on location, care needs, budget, and personal preferences.
If you’ve been allocated funding, we can help you find the right provider well within your 56-day deadline. Alternatively, if you’re looking to make the move to a new aged care provider, we can make this transition as seamless as possible.
Simply call us today, and significantly reduce the time, stress, and uncertainty of organising Support at Home. Connect with CareAbout at 13 13 00 or visit here to get started.
