Am I able to change home care providers?
You can change providers at any time if you are moving to a different location or are looking for a better fit. Check your Home Care Agreement so you know of any conditions such as notice periods and exit amounts that may apply. Consider Yellow Door as your new provider of services.
Do I need to find a new provider before I leave my current provider?
For your own peace of mind and to minimise any interruption to your services, you should start researching providers before agreeing on an end date with your current provider. Use the ‘Find a Provider’ tool on the My Aged Care website to check if another provider is able to deliver the care and services you need and how much it may cost. You will find information about Yellow Door Care on the Provider Finder tool. You can also call My Aged Care on 1800 200 422. Providers must publish their pricing information in a standardised schedule, as well as their full price list, on the My Aged Care website. Using the compare function, you can select providers and compare their common services and other costs. This will allow you to make a more informed decision about which provider is best suited to deliver your care. Under the Charter of Aged Care Rights, you have a responsibility to tell/email your provider of the day and date you intend to stop receiving home care services from them.
How do I change providers?
Call My Aged Care on 1800 200 422 to re-activate your referral code. You need this referral code to give to your new provider before you can start receiving their services. When the re-activated referral code is accepted by your new provider, a notification will be sent to your current provider to let them know you are looking to change providers. This is not your official notice to them and you should have a discussion with your existing provider to formally agree on an end date for your current services.
How long do I have to enter into a Home Care Agreement with a new provider?
Once you have agreed on an end date with your current provider, you have 56 days from the end date to enter into an agreement with a new provider. If you need more time then you can call My Aged Care and request a 28-day extension. If you do not enter into an Agreement by this time, your Home Care Package will be withdrawn. The start date with your new provider must be after the end date you have agreed with your old provider and the dates cannot overlap.
Will I need to pay an exit amount?
Exit amounts may be charged by a provider if you decide to move to another home care provider. You should review your Home Care Agreement to check if you need to pay an exit amount. The exit amount (if applicable) will be deducted from any unspent funds in your package. The exit amount cannot be more than your unspent funds, or what is listed in your Home Care Agreement. Yellow Door Care does no charge an exit fee.
What happens to any unspent funds?
If there are any unspent funds in your package (after all other payments and fees have been paid) this will follow you to your new provider. For this to happen, you must notify your old provider within 56 days of ending your services with them, of the details of your new provider. Your old provider must give you a statement outlining any unspent funds within 56 days of your agreed end date with them and then transfer any unspent funds to your new provider within 70 days of your agreed end date.
If I was receiving home care prior to 1 July 2014, will my fee arrangements be affected if I change providers?
You must enter into a Home Care Agreement with a new provider within 28 days to continue with the old fee arrangements. If you take more than 28 days to enter into a new Home Care Agreement, the new fee arrangements that started on 1 July 2014 will apply to you.
