It's finally time to choose your Home Care Package provider after long months on the National Waitlist. Or perhaps you've just started your research.

Not only do you want to ensure you are getting the most out of your Home Care, but stories of poor aged care servicing are all too common, so taking that leap of faith can be daunting.

The vast choice of providers adds to the task, as does all the various costs models and fee schedules. Now, with Support At Home set to begin on 1 July 2025, the choice becomes even more of a challenge – with people either entering as 'grandfathered' or 'transitional' participants and needing to understand how the changes will impact care services.

To help break it down, we've pulled together some simple, straight-forward advice on How to Compare Home Care Providers, and included helpful factsheets on the new Support At Home rules.

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Keeping it simple and being clear about what matters to you will help you stay on track and find what you are looking for.

Here’s our tips for comparing Home Care Providers:

#1
It's personal 

While you’ll want to ensure you are getting the best value care, don’t forget that having someone in your home is personal. You may be new to home care services, but you know when you feel listened to and understood. Has the service taken time to ask about your situation and desires?

#2
Get clear about communication

Many providers rely on call centres, rather than providing direct access to your Care Manager. This can not only slow down response times, but can also lead to miscommunication, or simply not hearing back at all! Poor communication is the number #1 complaint made about Home Care providers to the Aged Care Quality & Safety Commission, so getting it right is key. Ask the provider if you have direct access to your care manager and team?

#3
Be specific about needs

Speak openly about what matters most for you, and any challenges you're dealing with. Getting the right care plan begins with first understanding whether or not they can provide the services and quality care you require. Be sure to ask about any particular services or support you think you may need, and ask for advice. A good care manager will be able to provide clear information about your how they see your care working best, and how the service maintains service standards.

#4
Check head count

Some services can send a revolving door of carers and service providers, so you never know who you’ll see one visit to the next. This can feel pretty intrusive, and your care can be less cohesive as a result. Ask how your care team is structured and how many people you’re likely to see. Be sure to check if they ahve their own care staff, or if you'llbe seen by external agency staff (which canchange often).

#5
Check on follow up

Follow up after you sign up is crucial. How your Home Care provider responds and checks on you can make a big difference to your care & progress towards your goals.  Make sure to check how often you can expect a call or visit from your Care Manager, and how quickly they can respond to your calls and service requests.

#6
Life outside of hours

Life doesn’t only from nine to five during business hours, so you’ll want to understand exactly how the provider responds to you should something come up after hours. You'll want to be clear about who you can speak to and what processes are in place if you do need help at this time.

#7
Look out for hidden costs

Be sure you understand all the fees that a provider is going to charge you, to avoid bill shock once you’ve signed up. Common fees include:

• Setup fee – just getting started with some providers can mean paying a set up fee for your service.
• Basic daily fee – this is an out-of-pocket amount some Home Care Package providers charge you directly.
• Surcharges – be aware some providers add 10-15% for every service provider they arrange to help, such as gardeners.
• Travel fees – many provider source agency staff, who may travel some distance and then pass that cost per kilometre onto you!
• Care management surcharges – some Home Care Package providers limit the number of Care Management (CM) hours you can use each month, and charge by the hour for additional time, including phone calls!
• Cancellation fees – if you need to cancel a planned visit from your carer for some reason, some providers even charge extra for that.  Be sure to ask about the policy for cancelling a shift.
• Agency fees – many providers rely on external agency staff, which can impact what you pay. Cost can vary each shift, making it hard to budget.

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Download the fact sheet

Factsheet: How to Compare Home Care Package providers 

The factsheet is a great starting point to cover key topics, such as Communication, Your care team, Service quality, After hours support, Pricing and more.

Download & print here

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About Age Up Fees & Charges

We keep it simple.

Single fee & the same friendly face each shift.

• No daily fees
• No travel fees
• No exit costs
• No outsider service provider fees
• No extra care management fees

Discover more about our simple straight-forward pricing and care management

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