What questions should I ask a home care provider before signing?

Before signing with a home care provider, ask for clear information about prices, service availability, worker continuity, minimum visit times, cancellation rules and how your Support at Home budget will be used.

Important questions include:

• What are your current prices for the services I need?

• Are travel, administration, subcontractor or other costs included in the quoted price?

• Do you charge higher rates for evenings, weekends or public holidays?

• Is there a minimum visit length?

• What are your cancellation fees, and how much notice is required?

• How quickly can services begin?

• Do you currently have workers available in my area?

• Can I meet or speak with the proposed worker before services begin?

• Will I usually receive the same worker?

• What happens if my regular worker is sick, on leave or unavailable?

• Can I request a different worker if the match is not suitable?

• Are your workers employed directly or supplied through another organisation?

• What qualifications, screening and experience do your workers have?

• Who will coordinate my care and be my main contact?

• How often will my care plan and budget be reviewed?

• How will you help me track spending and avoid running out of funds?

• Can you provide a sample quarterly budget showing service costs and remaining funds?

• How are changes to my services or care plan approved?

• What happens if my needs increase or change?

• How do I raise a concern or make a complaint?

• Who can I contact if a problem is not resolved?

• Are there any notice periods, exit fees or other conditions if I decide to change providers?

Ask the provider to give you its service agreement, full price list and proposed care plan in writing before you sign.

Do not rely only on the hourly rate. A provider with a lower advertised rate may still cost more if it charges for travel, has long minimum visits or applies additional fees.

You should understand:

• what services you will receive

• how often they will be delivered

• who will deliver them

• what each service will cost

• what you may need to contribute personally

• how much of your government funding will remain after each service.

Take time to compare more than one provider where possible. A good provider should be able to explain its prices, service arrangements and complaint process clearly without pressuring you to sign immediately.