Exiting a Support at Home Package

Exiting a Support at Home Package is easy. If you want to change to a different provider, move into an Aged Care Home, or just want to stop home care services, ending your Support at Home package is simple.

Your Home Care Agreement

When you choose a provider for your Home Care services, you enter into a Home Care Agreement.

The Home Care Agreement outlines:

• what you can expect from your provider
• your care plan and your care review periods (often 12-monthly)
• the service arrangements
• the provider’s fees and charges

Before signing with your chosen provider, make sure you read through the agreement and ask as many questions as you want to ensure you fully understand everything.

Top tip!

Negotiate! You have a right to negotiate fees and charges. Providers all have a right to charge a Basic Daily Fee, yet it is up to them to choose whether or not they do so. Make sure you discuss it and try to get the Basic Daily fee waived. Learn more about Home Care Fees here.

Note: if you have been assessed as needing to pay an income-tested fee, you cannot negotiate this. This fee is set by the government and is compulsory.

Am I locked into my contract?

No. Once you enter into a Home Care Agreement with a provider, they must provide services until you choose to end the agreement. You are not locked in to any contract with the provider and can choose to leave at any time.

Rejecting a Support at Home Package?

You may choose to reject your Support at Home allocation if you discover that your contribution towards your services is more than you expected and you’d like to explore alternative options. In many cases, while you wait for a higher classification of Support at Home, you may be offered a lower-level package in the interim. Under the new program, if you receive services beyond clinical supports, you will most likely be asked to pay a means-tested contribution towards Independence and Everyday Living services. The contribution amount depends on your income, assets and the type of support you receive.

If you do choose to reject your Support at Home Package, it won’t affect you negatively. If you are waiting for a higher level package, rejecting the lower interim package won’t mean that you wait any longer for your approved package.

How do I end my agreement with my provider? What notification do I need to give?

All you need to do to end your current Support at Home Agreement is to let your provider know that you wish to stop receiving their services. It is best to let them know in writing; an email is fine. Make sure you specify the date you wish to cease your agreement with them.

Most providers require 14 days’ notice, though make sure you check your agreement, as some providers do ask for 4 weeks’ notice.

I want to switch providers. How?

Switching is easy! Support at Home Packages are designed to give you control over the care and support you receive. You can choose to change your provider at any time. Be aware though, some providers will charge an exit fee, so make sure you check your contract.

Find out more about how to switch to a new Support at Home provider.

What happens to my unspent funds?

If you’re switching to a new provider your unspent funds will switch with you. If your current provider charges an exit fee, they can take this amount from your unspent funds. Whatever is left after the exit fee will be transferred to your new provider.

*If there aren’t sufficient funds in your Home Care Package to cover the provider’s exit fee, don’t worry! The provider cannot ask you to pay an exit fee out of your own pocket, it must come out of the package itself. If there isn’t enough there, then you simply don’t pay the exit fee.

If you are no longer able or wanting to receive Home Care services, and are ending your Support at Home Package, any unspent government-issued funds will be returned to the government. If you have been paying fees towards your Home Care Package, these will be returned to you, or to your estate.

See if you’re eligible for a refund of your Support at Home funds.

What happens to my Support at Home Package if I move into an Aged Care Home?

If you move into an Aged Care Home, your Support at Home Package funds will be returned to the government and allocated to somebody who has been waiting in the National Queue.

What happens to my Support at Home Package if I die?

Any unspent funds will be returned to your estate, or to the government. If you were paying income-tested fees towards your Support at HomePackage, this amount will be returned to your estate. The government portion will be given back to the government.

We’re often asked whether unspent Support at Home Package funds can be used to pay for a funeral – unfortunately not. If any amount is returned to your estate, this could be used to reimburse funeral costs, but it is very unlikely that these funds will be distributed prior to your funeral.

With CareAbout, Home Care is just a click away!

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