Start with the type of help required.
Choosing a provider
How to choose a home help provider
Choosing a provider is easier when you first understand what help is needed, then compare how different providers actually deliver that support.
Liz explainsPlain-English guidance, then the next useful step.
At a glance
What to know first
Check services, coverage and relevant experience.
Speak with more than one provider when possible.
The practical detail
Understand the part that matters to you.
Understand what help is needed
Home support ranges from household assistance and personal care to allied health, nursing, transport and social support.
Ask practical questions
- What services do you provide in my area?
- How quickly can support begin?
- Who will deliver the service?
- What costs are involved and how are they charged?
Look beyond the website
Communication, responsiveness and how comfortable the person feels with the provider can matter as much as the service list.
Related Liz Questions
Go deeper without reading everything.
Communication, Rights & Practical Dilemmas
How do I lodge a formal complaint against an aged care provider?
You can complain directly to the provider or go straight to the Complaints Commissioner within the Aged Care Quality and Safety Commission. The service is free, and complaints can be open, confidential or anonymous.
Read answer →Communication, Rights & Practical DilemmasWhat is the role of the Aged Care Quality and Safety Commission?
The Aged Care Quality and Safety Commission regulates government-funded aged care. It monitors quality and safety, receives complaints, checks provider compliance and can take enforcement action when providers do not meet their obligations.
Read answer →Costs, Contributions & ValueWhy do Support at Home providers charge different hourly rates?
Providers charge different rates because their labour, travel, supervision and operating costs differ. Use the government’s national median prices as a comparison point, but also examine what the rate includes, the quality and reliability of the service, and how many hours your budget will actually purchase.
Read answer →Costs, Contributions & ValueIs the cheapest home care provider always the best value?
The cheapest provider is only the best value when it can reliably deliver suitable, safe care at the times required. Compare the total cost per visit, minimum service times, worker continuity, availability and quality not just the advertised hourly rate.
Read answer →Choosing & Changing ProvidersWhat should I compare between Support at Home providers?
Compare providers on actual service availability, total cost per visit, minimum times, worker continuity, clinical capability, care management, communication and agreement conditions. The best provider is not necessarily the cheapest it is the one that can reliably deliver suitable care within the participant’s budget.
Read answer →Choosing & Changing ProvidersCan I negotiate a provider's service price?
You can ask a provider to negotiate, but most will not discount standard recurring services. Your greater leverage is comparing providers and choosing one whose published prices, minimum visits and service quality offer better overall value.
Read answer →Commonwealth Home Support ProgrammeCan I choose my own CHSP provider?
Yes. In most cases, you can choose which Commonwealth Home Support Program (CHSP) provider delivers your services. You are not required to accept the first provider you are referred to and may compare providers before deciding which organisation best suits your needs.
Read answer →Commonwealth Home Support ProgrammeWhat happens if I am not happy with my CHSP provider?
Start by raising the issue with your CHSP provider and asking them to resolve it. Making a complaint should not affect your services. If the problem continues, you can seek free advocacy support, complain to the Aged Care Quality and Safety Commission, or change providers.
Read answer →When general information is not enough
Talk it through with Liz.
Start with this topic already in context, then add what is happening in your situation.