Can I change CHSP providers?
Yes. You can change CHSP providers at any time if another provider is a better fit. Your current provider must support the change, although you may need new or reactivated referral codes before the new provider can begin services.
Key points
You can change CHSP providers at any time.
Your current provider must support the change.
CHSP providers cannot charge an exit fee.
Your referral may need to be recalled, reactivated or redirected.
Confirm the new provider’s capacity and starting date before cancelling essential services.
You can change one provider while keeping others.
A reassessment may be needed if your care needs or approved services have changed.
Yes. You can change Commonwealth Home Support Program providers if you are unhappy with your current service, move to another area or find a provider that better suits your needs and preferences.
My Aged Care confirms that changing providers can be your choice and that you can do so at any time. Your current provider must support you through the change.
Common reasons for changing include:
unreliable or frequently cancelled services
poor communication
long waiting times
unsuitable service times
cultural or language preferences
changes in your needs
moving to another location
another provider offering a service that your current provider cannot deliver.
You do not need to remain with a provider that is not meeting your needs simply because they were the first organisation you were referred to.
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01Guide sectionHow do I change providers?
Start by finding another CHSP provider that:
delivers the service you are approved to receive
operates in your area
currently has capacity
accepts your client contribution arrangements
can meet your preferences and support needs.
You can contact My Aged Care on 1800 200 422 for help locating another provider.
Before ending your current services, confirm that the new provider:
can accept your referral
has agreed to provide the service
has confirmed the proposed start date
has explained its contribution fees
will provide a service agreement and care and services plan.
When choosing a provider, you are not required to commit during the first conversation. You can compare providers and decline one for any reason before entering into an agreement.
02Guide sectionWill I need a new referral code?
Possibly.
Your CHSP approval remains connected to the service you were assessed for, but the referral may need to be:
recalled from your current provider
reactivated
redirected to another provider
reissued if your needs have changed.
Contact My Aged Care if you are unsure whether your referral code can be used by the new provider.
Do not give up your current service until you understand how the referral and changeover will work.
03Guide sectionDo I have to tell my current provider?
Yes. You should tell your current provider that you intend to leave and agree on a final service date.
Check your service agreement for any notice requirements. My Aged Care states that there are no exit fees when you stop receiving CHSP services, although you should give the provider reasonable warning.
Your provider should help make the transition orderly, including updating service records and cooperating with the referral process where required.
04Guide sectionWill there be a gap in services?
There can be.
A change of provider does not guarantee that the new provider can begin immediately. Provider availability and waiting lists vary, and people with higher levels of need may be prioritised.
To reduce the risk of a service gap:
Find and speak with the new provider first.
Confirm that they have capacity.
Confirm the referral arrangements with My Aged Care.
Agree on the new provider’s start date.
Then arrange the final date with your current provider.
If the service is essential for your safety, tell My Aged Care and both providers that avoiding a gap is important.
05Guide sectionCan I change only one of my providers?
Yes.
CHSP allows you to receive different services from different providers. If you are satisfied with one service but unhappy with another, you may only need to change the provider delivering the affected service.
For example, you could:
keep your transport provider
change your domestic-assistance provider
continue attending a social-support group through a third organisation.
06Guide sectionWhat if my needs have also changed?
Changing providers and changing approved services are separate issues.
If you need a different provider but the same approved service, you may only need a referral change.
If your care needs have increased or you require a different type of service, My Aged Care may require another assessment. My Aged Care recommends first discussing changed needs with your provider and requesting reassessment where different services are required.
07Guide sectionWhat should I do next?
Before leaving your current provider:
identify one or more alternative providers
confirm their availability and contribution fees
ask when they could begin
contact My Aged Care to confirm the referral process
check your current service agreement for notice requirements
agree on the final and starting dates in writing.
Avoid cancelling an essential service until the replacement provider and referral arrangements are confirmed.
08Guide sectionHelpful Local Home Help resources
09Guide sectionCheck the official guidance
Provider availability, referral arrangements and notice requirements can vary. Confirm the change with My Aged Care, your current provider and the proposed new provider before ending essential services.
Official guidance:
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