How to change providers

If you’ve had a reassessment and found that you need new services that your current provider doesn’t offer, you’ll need to look at changing your provider.

You should first talk to your provider. They may be able to help you find another provider. Or you can contact My Aged Care directly, by calling 1800 200 422.

You can find your provider’s details online, through your My Aged Care Online Account. Your Online Account contains important information about your assessments, services, and interactions with My Aged Care.

If your provider doesn’t operate in the new location you’re moving to, they must support you to move to a new provider. These steps will vary depending on your type of care, but you will need to: 

1. Search for a new provider
   Find a new provider before agreeing on an end date with your current one. This will limit issues like a gap in service delivery if you don’t have a new provider ready.  
   
   You can find a new provider by using the Find a provider tool. Or you can phone My Aged Care on 1800 200 422 and they will help you with your search.
   
   Check your service agreement so you know how and when you can change your services.
    
2. Transfer your referral code 
   Once you have found a new provider, call My Aged Care to assist with the transfer of your referral code. You need to give this code to your new provider before you can start receiving services.
    
3. Inform your current provider and agree on an end date
   Together you will decide on the date when services will stop. The start date with your new provider must be on or after the end date you have agreed to with your old provider.  
   
   Try to ensure that the end date of your old services and the start date of your new provider are the same. This will help avoid any disruptions to your services. Any fees paid in advance must be refunded by your old provider. Any leftover budget may be transferred to your new provider, depending on your care type.
    
4. Enter into a new service agreement
   You will need to enter into a service agreement with your new provider. Learn more about setting up a service agreement with your provider.

Your provider has a responsibility to respect your rights and provide you with quality services. If you have concerns about the services you’re receiving or the service provider, it’s important to raise them. You should understand your rights under the new Aged Care Act.  

Find out how to make a complaint about your provider.