How to change your Support at Home provider
A simple guide for older people and their families
Sometimes, you may want to change your Support at Home provider. This might be because the services no longer meet your needs, your circumstances have changed, you are moving to a different area, or you simply feel more comfortable with a different team.
Changing providers is your right. However, the process can sometimes feel stressful or difficult.
Huon Regional Care can help you understand the process and guide you through each step.
Why choose Huon Regional Care?
Step 1: Talk to someone first
Before making any changes, it can help to speak with a new provider about your individual situation.
- You should check that the provider:
- Delivers services in your area
- Can provide the support you need
- Has availability to begin your services
- Can deliver your services within your Support at Home budget
Finding a new provider before ending services with your current provider can help prevent an interruption to your care.
With your consent, a family member, friend or registered supporter can also be involved in these conversations.
Step 2: Contact My Aged Care about your referral code
Once you have decided to move to Huon Regional Care, contact My Aged Care and ask for help transferring or reactivating your Support at Home referral code.
Call My Aged Care on 1800 200 422 and let them know that you would like to change providers.
You will need to give your referral code to Huon Regional Care. This allows our team to view your assessment information and support plan and begin arranging your services.
You may also be able to reactivate your referral code through your My Aged Care Online Account. After signing in, select the Services section and choose the option to reactivate the relevant referral code.
It is okay if you are unsure what this means. You can contact Huon Regional Care first, and our team will talk you through the process.
Step 3: Inform your current provider and review your agreement
Tell your current provider that you have decided to change providers.
You can do this by phone, email or letter. You and your current provider will need to agree on the date your services will end.
Check your current service agreement for any conditions that may apply, including how much notice you are required to provide.
Your current provider must support you through the move, and you cannot be charged an exit amount for leaving the provider.
Letting your provider know as early as possible can help your funding and services move smoothly.
Step 4: Confirm your start and end dates
Your services with Huon Regional Care can begin on or after the agreed end date with your current provider.
Where possible, it may be helpful for your current services to end on the same day your new services begin. This can help prevent an interruption to your support.
Our team will arrange a meeting with you to discuss your:
- New service agreement
- Individual needs and goals
- Care plan
- Support at Home budget
- Services and how they will be delivered
- Preferred days, times and ways of
- receiving support
- Service prices and any applicable contributions
Your service agreement explains the prices, terms and conditions of your services. Your care plan focuses on your needs, preferences, goals and choices.
Step 5: Transition to Huon Regional Care
Your services can begin once your referral has been accepted, your dates have been confirmed and your new service arrangements are in place.
Your Support at Home funding moves with you when you change providers. This includes any unspent funding for ongoing services.
People who transitioned from the former Home Care Packages Program may also have unspent Home Care Package funds.
Any government held portion of these funds will be available to the new provider immediately. If your previous provider holds a participant portion of your unspent funds, they must transfer this amount to the new provider within 60 calendar days of your exit date.
Huon Regional Care will work with you and your previous provider to support a smooth transition.
Things to keep in mind
- You can choose to change Support at Home providers at any time
- You have the right to choose the provider that best meets your needs
- Your current provider must support you through the move
- You cannot be charged an exit amount for leaving a provider
- Your new provider’s start date must be on or after your agreed exit date
- Your funding moves with you to your new provider
- Support is available if you need help understanding the process
Need support?
Changing providers does not need to feel overwhelming.
If you or a family member would like help understanding the process, speak with the Huon Regional Care Support at Home team.
You can also contact My Aged Care on 1800 200 422.
Ready to make the change?
Talk to our local team about your needs and find out how Huon Regional Care can support you to continue living safely and independently at home.
Call us today on (03) 6264 7122.
This article provides general information. Individual circumstances and service agreements may differ. My Aged Care or your chosen provider can provide information about your particular situation.
Information reviewed July 2026.