Unhappy with Your Home Care Package Provider? Here’s What You Can Do

Choosing a Home Care Package provider is a big decision—but it doesn’t have to be a permanent one. If you're not satisfied with your current provider, you're not alone, and you do have options.

1. Understand Your Rights

As a care recipient, you have the right to:

Be treated with dignity and respect

Receive high-quality, safe, and responsive services

Have control over your care and choices

Change providers if your needs aren't being met

These rights are outlined in the Aged Care Charter of Rights, which every provider is legally bound to follow.

https://www.agedcarequality.gov.au/older-australians/your-rights/charter-aged-care-rights

2. Communicate First

Sometimes, issues can be resolved through honest conversation. If you’re unhappy, raise your concerns with the provider’s care coordinator or complaints manager. Clearly state what’s not working and what you’d like to see changed.

Ask for a face to face review if you feel like you aren’t getting anywhere over the phone. Sometimes that’s all it takes to understand each other. So much can be missed over the phone when frustration is involved.

3. Know You Can Switch

You can transfer your Home Care Package to a different provider at any time. You're not locked in.

Here are a couple of tips to switch:

Find and choose a new provider that better suits your needs (interview them. Ask all the hard questions!)

Notify your current provider (usually they’ll need 2-4 weeks’ notice)

Your unspent funds will transfer to your new provider (note: this transfer can take time. Research if this delay will impact your care whilst waiting and plan for it. Don’t let it be a barrier though).

4. Lodge a Complaint if Needed

If you’ve raised concerns but nothing has changed, you can contact the Aged Care Quality and Safety Commission on 1800 951 822 or submit a complaint online.

https://www.agedcarequality.gov.au/contact-us

5. Get Support Navigating the Change

You don’t have to do it alone. Independent services like Brightway can guide you through the transition—ensuring you understand your rights and find a provider that truly aligns with your values and care goals.

Let’s set you up for ongoing future success! Contact us now.