You can change providers at any time, for any reason. Your funding moves with you. There are no exit fees. Most people don't know this — and some providers count on that.
This guide is for the person receiving care, their partner or spouse, or a family member helping to manage their care.
Your rights — know these before you do anything
✓You can switch providers at any time, for any reason.
✓No provider can charge you an exit fee — these are prohibited under the Aged Care Act.
✓Your funding (classification level) does not change when you switch.
✓Your unspent funds must be transferred to your new provider.
✓You do not need a new aged care assessment to switch providers.
✓Your care records (care notes, support plan) must be transferred to your new provider within 28 days of request.
The 5-step process
Follow these in order. The whole process typically takes 2–4 weeks.
1
Find your new provider first — before you tell your current one
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2
Call My Aged Care to get your referral code reactivated
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3
Give your current provider written notice
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4
Sign your service agreement with your new provider
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5
Confirm your unspent funds have transferred
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What providers sometimes say — and the truth
If your provider says any of these things, they are wrong.
✗"Provider says you'll lose your funding if you leave"
✓False. Your funding moves with you. It belongs to you, not your provider.
✗"Provider asks you to sign a minimum commitment period"
✓Exit fees and minimum terms are prohibited. You can leave at any time.
✗"Provider charges an 'exit fee' or 'transfer fee'"
✓Prohibited. Report this to the ACQSC on 1800 951 822.
✗"Provider says your unspent funds will be forfeited"
✓Government-held funds transfer immediately. Provider-held funds transfer within 60 days.
✗"Provider refuses to share your care records with the new provider"
✓They are legally required to provide records within 28 days of request.
If your provider is making it difficult
1
Call OPAN — Free, independent advocates who can intervene on your behalf
Before you sign with the new provider, run the agreement through the checker. The most common switching mistake is signing a new contract with the same fee problems as the old one.