Can 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.
Key points
You can generally choose your own CHSP provider.
You do not have to accept the first provider you are referred to.
Different providers may offer different services, fees and waiting times.
You may use multiple providers for different services.
You can change providers if your needs or preferences change.
Yes. One of the principles of Australia's aged care system is that older people should have choice and control over who provides their care and services.
After you have been assessed and approved for CHSP services, you can choose a provider that best matches your needs, preferences and location. My Aged Care may provide referrals, but you are generally not obligated to use a particular provider.
Explore only what you need
Start with the sections that feel useful now. You can come back to the others later.
01Guide sectionDo I have to accept the first provider?
No.
Being referred to a provider or contacted by one does not mean you have agreed to receive services from them.
You can:
speak with several providers
ask questions about their services and fees
compare waiting times and availability
decide whether the provider feels like the right fit.
You only formally engage a provider when you agree to their services and enter into a service agreement.
02Guide sectionWhat should I compare?
Different providers may vary in:
service availability
client contribution amounts
cultural or language supports
special expertise, such as dementia care
service flexibility
availability of allied health services
communication and responsiveness.
You may also wish to ask:
Will I see the same support workers regularly?
What happens if my regular worker is unavailable?
How long are your waiting lists?
How often are services reviewed?
How are complaints managed?
03Guide sectionCan I use more than one provider?
Yes.
If you receive several CHSP services, you can often use different providers for different services.
For example:
one provider may deliver domestic assistance
another may provide transport
a third may provide social support or allied health services.
04Guide sectionWhat if I want to change providers?
You can change providers if you are unhappy or your needs change.
Reasons for changing providers may include:
long waiting times
poor communication
changes in your care needs
relocation
finding another provider that better meets your preferences.
You may need to reactivate your referral code through your My Aged Care Online Account or by contacting My Aged Care on 1800 200 422.
05Guide sectionWhat if there is only one provider in my area?
Choice can sometimes be limited in regional and remote areas due to workforce shortages and provider availability.
If there are limited options:
ask My Aged Care about alternative providers
ask providers whether services can be delivered remotely or across neighbouring areas
discuss whether another program or service type may be suitable.
06Guide sectionWhat should I do next?
Before deciding on a provider:
Speak with at least two or three providers if possible.
Ask for information about fees, waiting times and service availability.
Ask whether they have experience supporting people with circumstances similar to yours.
Involve family members or carers if you would like support making a decision.
Remember that choosing a provider is not just about price. Reliability, communication and compatibility are often just as important.
07Guide sectionHelpful Local Home Help resources
08Guide sectionCheck the official guidance
My Aged Care confirms that people receiving CHSP services can choose their provider and are encouraged to compare organisations before making a decision. Providers may differ in their costs, availability and specialisations.
Official guidance:
Want to apply this answer to your situation?
Liz already knows which guidance page you are reading, so you can ask a follow-up without starting the topic again.