How to Change Your Home Care Package Provider

A simple guide for older people and their families

Sometimes, people want to change their home care provider. This might be because services don’t meet your needs, your situation has changed, or you feel more comfortable with a different team.

Changing providers is your right but can sometimes feel stressful or too difficult. Let AMCS walk you through it. The steps below explain how to do this clearly and simply.

Why Choose AMCS?

• Over 40 years supporting multicultural communities

• Support in your language

• Kind, respectful staff who understand your background

• No hidden fees

• Help with cleaning, shopping, transport, personal care, and more

• Access to our various community engagement programs

For more information about our Home Care Services see our webpage here: 

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Step 1: Talk to Someone First

Before making any changes, it can help to talk to someone about your specific situation.

You can call:

• Ewa (AMCS Intake Coordinator) on 0412 590 943

• Reception on (03) 9689 9170

Or email:

• homecare@amcservices.org.au

Or fill in an online form to request a call back:

• Online Form

If you prefer, we can also arrange to speak with your family or organise an interpreter to help. In-person appointments are available at Millennium House Community Centre in Seddon, Melbourne (by appointment).

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Step 2: Inform Your Current Provider and Look at Your Agreement

You will need to tell your current provider that you plan to transfer. You can do this by phone, email or letter.

Then, check your Home Care Agreement. Look for:

• How much notice you are required to give (usually 2 to 4 weeks)

• Confirmation that no exit fees apply (these are not allowed by the government)

Giving notice helps ensure your new provider can begin services without any gap.

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Step 3: Call My Aged Care to Activate Your Referral Code

You need an “active referral code” to change providers.

Call My Aged Care on 1800 200 422 and ask them to:

• Activate your referral code

• Provide the code to your new provider so they can access your information

If you’re unsure what this means, it’s okay, call AMCS before speaking with My Aged Care, and we can talk you through it.

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Step 4: Confirm Your Start and End Dates

Once you know your end date with your current provider, your AMCS start date will begin the day after. This helps prevent any interruptions in care.

A meeting will then be arranged with AMCS to discuss your:

• New Home Care Agreement

• Needs and goals

• Services and how they will be delivered

• Care plan and budget

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Step 5: Transition to Your New Provider

Your services will begin once your Home Care Package is transferred. There is no loss of government funding during this process.

Please note: If you have unspent funds with your previous provider, these are usually slow to transfer and can take approximately 70 days.

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Things to Keep in Mind

• You can change providers at any time

• There should be no exit fee

• Support is available to help you through the process

• You can speak with My Aged Care or AMCS if you have questions

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Need Support?

If you or your family member would like help understanding this process, you can speak with AMCS directly or contact My Aged Care on 1800 200 422.

You can also visit the government website at: www.myagedcare.gov.au

Contact us to discuss your transfer today!

📞 Call Ewa on 0412 590 943
📞 Or call our office on (03) 9689 9170
📧 Email: homecare@amcservices.org.au or fill in our Online Form