You may find that you need to move from one aged care home to another. If you move, your lump-sum balance, less allowable amounts that have been taken out over the care period will be refunded. You will need to agree to new arrangements with your new aged care home.
If you are a resident who moved into care and paid a lump sum before 1 July 2014, you can choose to keep the existing arrangement with the new provider. Read more about pre-1 July 2014 arrangements.
Refund timeframes when leaving are below:
- If you let your aged care home know more than 14 days in advance of you leaving, then your lump sum balance must be refunded to you on the day you leave.
- If you give 14 days’ notice (or less) of leaving then the lump sum balance must be repaid within 14 days after the day you give notice.
- If you don’t let your aged care home know in advance that you are leaving, the lump sum balance must be refunded within 14 days after the day of you leaving.
Before moving, you need to agree to fees and payment arrangements with the new aged care home.
After a resident dies
If the care recipient dies, the provider must refund the lump sum balance less any allowable amounts that have been deducted over the care period, within 14 days of receiving either:
- evidence of probate of the resident’s Will (the official proving of a Will) or
- letters of administration (authority to administer the estate of someone who has died without making a will).
The provider may refund the lump sum balance without evidence of probate or letters of administration, if they are confident that the correct legal beneficiary has been identified, but they do have the right to see these documents. This protects the aged care provider and the resident’s estate by ensuring the resident’s wishes are followed by identifying who is entitled to receive the refund.
No interest is payable on a lump sum while a resident is in care. However, providers must pay interest on the lump sum to you or your estate for any time the provider holds the lump sum after your care has ended.
If your aged care provider becomes bankrupt or insolvent and cannot refund lump sum balances, the Australian Government guarantees to repay an amount the same as the lump sum balance amount, including any interest due since the resident left care, to you or your estate. The Guarantee Scheme covers all residents of Australian Government subsidised aged care services who have paid a lump sum.
Read more on the refund of lump sums paid for accommodation printable fact sheet.
How to make a complaint
If you have any concerns about your accommodation refund, there are two ways you can make a complaint:
- speak to the manager at your aged care home about your concerns
- if you are not comfortable raising your concerns or cannot resolve your concerns with your aged care home provider, you can contact the Aged Care Quality and Safety Commission.
Read more about how to make a complaint.