Can you actually deliver it?
Ask about the service, your suburb and your preferred timing — not just whether the organisation offers that service somewhere.
Choosing a provider
Questions worth asking a home-care provider
A provider can sound good on paper and still be the wrong practical fit. The most useful questions are the ones that reveal how support will actually work in your home and what happens when ordinary life changes.
Who will I deal with?
Clear communication and a known contact can matter as much as the service itself.
What happens when something changes?
Ask about worker absence, schedule changes, changing needs, feedback and complaints before you need those processes.
01
Availability and starting services
- Do you currently provide this service in my suburb or postcode?
- Can you work with the days and times that matter to me?
- What has to happen before the first service can start?
- If you cannot start immediately, what can you honestly tell me about the next step?
02
People, continuity and communication
- Who will be my main contact?
- How do you try to maintain worker continuity?
- What happens if the usual worker is sick or unavailable?
- How will I be told about roster or timing changes?
- Who do I call when something is not working?
03
The service itself
- How do you make sure workers understand what is included in the service?
- How are my routines, preferences and goals recorded?
- What happens if my needs or priorities change?
- How do you handle transport, materials or other practical parts of the service where relevant?
04
Costs, contributions and decisions
My Aged Care recommends researching and comparing providers because organisations can deliver services differently and charge different amounts. Ask the provider to explain the costs or contributions that apply to your situation in a way you understand before you agree.
- What will I be asked to pay or contribute for the services I am considering?
- Are there other fees or charges I should understand?
- How will changes to services affect costs?
- How do I raise feedback or make a complaint if I need to?
You are not being difficult by asking questions. A clear provider should be able to explain how the arrangement works.
Official information
Useful My Aged Care information.
These Acclyptic guides are written in plain language. For government program rules, assessment information and official guidance, use My Aged Care as the authoritative source.
Common questions
A couple of things people often ask.
Is it reasonable to ask a provider about worker continuity?
Yes. Continuity, communication and what happens when a worker is unavailable are practical parts of how support will feel day to day.
Should I compare providers before deciding?
My Aged Care encourages people to research and compare providers because services can be delivered differently and costs can vary.
More helpful guides
Keep the next step useful.
Browse the rest of the Acclyptic resource library or go back to the six simple My Aged Care pathways.