Can I change CHSP providers?
Commonwealth Home Support Programme
Navigating CHSP
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In short...
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.
The details...
Can I change CHSP providers?
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.
How 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.
Will 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.
Do 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.
Will 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.
Can 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.
What 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.
What 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.
Helpful Local Home Help resources
https://www.localhomehelp.com.au/lizquestions/can-i-choose-my-own-chsp-provider
https://www.localhomehelp.com.au/lizquestions/what-happens-if-i-am-not-happy-with-my-chsp-provider
https://www.localhomehelp.com.au/lizquestions/can-i-use-more-than-one-chsp-provider
Check 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:
Takeaways
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.
About Local Home Help
How Providers Are Listed
How providers appear on Local Home Help Local Home Help helps families discover home support services available in their area. Providers may appear on the site in a few different ways. Some providers create and manage their own listing on the platform. Others may appear based on publicly available information about services operating in a particular region. This helps families see a broader view of support options available locally. Where possible, we encourage providers to claim and manage their listing so information such as services offered, contact details and service areas remain accurate and up to date. There are no paid or enhanced listings on Local Home Help, and there never will be. Claiming or managing a listing has no effect on a provider's visibility, ranking, or how often it appears in a consumer's personalised shortlist, it simply keeps the information families see accurate and current. Local Home Help does not charge consumers to access the platform. We may generate revenue in other ways in the future, but none of these will ever influence which providers a consumer sees, how they're ranked, or what appears in their shortlist. Provider visibility is, and will remain, based solely on relevance to each family's stated needs. What does not influence Liz There are no paid or enhanced listings on Local Home Help, not now, and not in the future. No provider can pay for a higher position in Liz results, a better ranking, or inclusion in a consumer's shortlist. This is a permanent commitment, not a current-state description. Claiming or updating a profile does not improve a provider's ranking. It gives Liz more accurate information about the provider's services, coverage and care model, which can make the explanation of why a provider matched clearer, but it has no effect on whether or how highly that provider appears. Local Home Help intends to generate revenue in other ways in the future - for example through tools built for providers, or products separate from the consumer matching experience. None of these will influence which providers appear in Liz's results, how they're ranked, or what a consumer sees in their personalised shortlist. Visibility and ranking are based solely on the fit factors described above, and nothing else. This reflects the platform's core ethos: Local Home Help is built consumer-first. Every design and revenue decision is made so that what a family sees from Liz is the most relevant outcome for them. Never the most profitable outcome for Local Home Help or a provider.
Independence Statement
Our independence Local Home Help is designed to help families navigate the often confusing world of home support and aged care services. The platform aims to present information in a clear and balanced way so families can better understand the types of help available and where to find it. While providers may appear on the platform, Local Home Help does not recommend one provider over another. The decision about which service may be suitable will always depend on individual circumstances. Families are encouraged to contact providers directly, ask questions and make their own enquiries before making a decision. Our focus is to make the process of understanding and finding support at home easier. Local Home Help does not accept payment of any kind in exchange for provider visibility, ranking, or shortlist placement, and never will. Any future revenue Local Home Help generates will come from sources entirely separate from how providers are matched to consumers.
Quality Signals
What to look for when choosing a provider ​ Finding the right support service can take time. When considering a provider, families may wish to look for signs of quality such as: Clear information about services offered Transparent pricing or funding options Experience supporting older people at home Relevant professional qualifications where appropriate Positive feedback or reputation in the community Willingness to answer questions about care and services It is often helpful to speak with more than one provider before making a decision. Local Home Help aims to provide a starting point for exploring services, but the best choice will depend on the needs and preferences of the individual receiving support.
About the Author
Local Home Help Editorial Team
This article was created by Local Home Help to help Australian families better understand aged care and home support options in plain English.
Our content is based on publicly available information from:
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My Aged Care
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Department of Health, Disability and Ageing
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Aged Care Quality and Safety Commission
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Provider pricing schedules and operational experience within the aged care sector.
Local Home Help is an independent consumer information platform and does not provide medical, legal or financial advice.
Important information
Aged care rules, fees, eligibility requirements and program arrangements can change. The information on this page is general guidance only and may not apply to every person or situation.
Before making a financial, legal or care decision, check the latest information with My Aged Care, Services Australia, the Department of Health, Disability and Ageing, or another appropriate official source.
Local Home Help does not provide legal, financial, medical or clinical advice.
Source data
Last reviewed
20/7/26, 9:08 pm