People change providers for good reasons: repeated lateness, a carer mismatch, unclear invoices, a move, or a change in needs. You do not need to justify it, but you do need to plan it.
Before you give notice
- Confirm the new provider can start on a specific date.
- Check the notice period in your current agreement.
- Ask both providers about any outstanding fees or credits.
- Ask how your records and care plan will be transferred.
- Confirm how your funding will move, if it is funded.
Do not give notice until step one is confirmed in writing. A gap in care is worse than a few more weeks with a provider you are leaving.
If you are NDIS funded
Your funding does not belong to the provider. You can change providers within your plan, subject to the plan rules and your plan manager's process. Tell your plan manager the start and end dates so invoices do not overlap.
If you are plan-managed, ask the plan manager to confirm the new provider can be paid. If you are self-managed, update your records.
If you are aged care funded
Ask My Aged Care and both providers about the transfer process. There may be a period where your package is being reassigned. Confirm what happens to unspent funds and any exit fees.
What to hand over
- The current care plan and routine.
- Medication list and clinical plans.
- Emergency contacts and access arrangements.
- Service records and invoices.
- Anything that matters to the person: preferences, triggers, cultural needs.
If the current provider makes it difficult
Ask for the exit terms in writing. If they withhold records or charge an undisclosed fee, raise it through their complaints process and, if needed, the relevant ombudsman or regulator.
Tell the carer
If you have a good relationship with the carer, tell them yourself. It is kinder, and it avoids the person hearing it secondhand. You can also ask the new provider whether that carer is available.
The first week with a new provider
Expect another adjustment period. Use the first-visit checklist, and give it three visits before you judge. Continuity takes time to rebuild.
Common questions
Can I change providers at any time?
Generally yes, subject to your agreement's notice period and your funding rules.
Will I lose my funding if I change?
No. The funding belongs to you, not the provider. The transfer process depends on the program.
What happens to my records?
Ask for a copy before you leave. You are entitled to your own information.
Can I keep the same carer?
Sometimes, if the carer moves too. Ask both providers.
What if I owe money?
Settle outstanding invoices or agree a plan before you leave. Ask for a final statement.
Sources and further reading
This guide is general information, not medical, legal or financial advice. If you are worried about your health, call your GP. In an emergency, call 000.