Choosing a Support at Home (formerly Home Care Packages) provider can feel overwhelming – there are a lot of services, costs, and factors to consider. Let's look at how to find a Support at Home provider, so that you can make an informed decision on which provider to use.
Decide on self-managed or fully managed home care
You should decide early on whether you will choose to self-manage your home care package. There are some major differences between self-managed and fully managed Home Care Packages that you need to know. Engaging the wrong type of provider can delay you from getting the care services you need. Fully managed providers will arrange all your services, select your carers, and handle the financial aspects of your package. This is a very hands-off option for aged care consumers, but it has significant drawbacks. Firstly, under the former Home Care Packages program, fully managed providers could take a large portion of the package budget for themselves, sometimes up to 35%. Since they select your services and carers, you may find yourself paying for services you don’t need or having carers you don’t feel comfortable with. Self-managed Home Care Packages empower consumers to choose their own services and carers. Self-managed Home Care Packages typically to have much lower costs compared to traditional fully managed providers. Consumers on a self-managed home care package have the freedom to choose the services they need, where they want, when they want, from the carers they feel comfortable with. They can even transfer these services to another Home Care Package provider if they decide to change providers.
Compare Support at Home providers using My Aged Care
Once you’ve chosen either self-managed or fully managed home care, you should start looking for approved Support at Home providers using My Aged Care’s find a provider tool. Simply enter your suburb, select the care type and services you require, and hit ‘Search’ to get a comprehensive provider list. You will likely get a long list of results, so you’ll need to start narrowing these down before you can choose a Support at Home provider. You can press the ‘Compare’ button to add a provider to a comparison list, then click ‘Compare providers’ at the top of the page to compare up to eight different approved providers. If you’re not sure what to look for, check out our handy guide on what to look for when comparing Support at Home providers.
Make a shortlist of Support at Home providers
Start creating a shortlist of approved Support at Home providers that you find on My Aged Care. You will go over this providers list later to leave only a few Support at Home providers. You should also start visiting each package provider’s website to get a feel for their story, value, and professionalism. Remember, home care pricing can vary wildly, so check all available options.
Call each Support at Home provider and ask questions
Once you have a shortlist of approved Support at Home providers, you can start calling each provider and asking a series of questions. You’ll start to get a feel for how each provider will treat you if you were their customer – whether they treat you with care or just as another number. Don’t feel pressured to agree to anything at this stage; you should just be getting information from each provider. Ensure you know what questions to ask when looking for a Support at Home provider. You should find out what services are available, how your care needs will be met, and how your carers will be chosen. You should also ask about the provider’s costs, as well as any additional fees. Home care pricing can often include hidden fees, so ask each provider to list every fee.
Compare each Support at Home provider's costs and fees
Support at Home providers may charge a wide range of costs and fees that you need to be aware of. Make sure you combine these costs to determine the total cost. Since 1 November 2025, Trilogy Care charges a fee of 10% on each service you use. It is added to the supplier's invoice, so you pay it only when a service is delivered. If you choose a care coordinator, they charge their own fee on each service: 20% unless agreed otherwise, and never more than 30%. Separately, the government deducts 10% of each quarterly budget for care management before you spend anything. That deduction is not a Trilogy Care fee. You may also need to pay for carer travel costs, various hourly rates for care, or additional costs if you want services from a different provider. Under Support at Home, exit fees are not permitted, and the basic daily fee and income-tested care fee ended with Home Care Packages. Instead, participants pay contributions set by the government by service category and means.
Check Support at Home provider compliance reports
Once you have shortlisted a number of Support at Home providers, you should check their compliance history to see if they have any non-compliance notices. You can search for specific approved providers using My Aged Care’s non-compliance checker, or find a report tool. Non-compliance reports will also appear in the find a provider tool. Support at Home providers who have been issued a non-compliance notice may have issues meeting the aged care quality standards. If a provider on your shortlist has been issued a non-compliance notice, you should ask them what they have done to address this notice and improve their services.
Choose a Support at Home provider and sign up
By following these steps, you should have narrowed your Support at Home providers list down to a single approved provider to sign up with. You can then start preparing for when your Support at Home funding commences. If you give this provider your referral code, they will be able to see information from your aged care assessment to start forming your care plan. If you choose a self-managed Support at Home provider, you will be able to start choosing your services and carers, in addition to paying for your services using Support at Home funds. If you’re already with a Support at Home provider and are considering changing providers, make sure you know the steps to switch. You’ll also need to understand how transferring to another provider may affect your unspent funds.
