Choosing a home care provider is easier when you know what to ask. If you are searching for a home care package provider, you are now looking for a Support at Home provider: Support at Home replaced Home Care Packages from 1 November 2025.
The Commonwealth Home Support Program (CHSP) continues separately for entry-level support. It has been extended to 30 June 2029. Read My Aged Care's CHSP update.
These ten questions will help you get clear answers in a first conversation. You do not need to know the terminology. Start with your everyday needs and ask the provider to explain anything that is unclear.
1. Can you deliver the services I need where I live?
Be specific about your suburb and the support you need. Ask which services the local team can deliver and whether any would involve another professional or organisation.
2. What experience does your team have with needs like mine?
If you are living with a particular condition or disability, describe the support involved rather than relying on a broad label. Ask how the provider will work out whether its team can meet those needs.
3. Who would provide my care?
Ask whether care workers are employed by the provider or engaged through another organisation. Ask how they are screened and what training they have for the support you need.
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If language, culture or a particular way of doing things matters to you, say so. Ask how those preferences are recorded and shared with the people who support you.
5. What happens if my usual care worker is away?
Ask who will let you know about a change, how a replacement is arranged and who to contact if nobody arrives. If a familiar team is important to you, ask what continuity the provider can realistically offer.
6. Who do I contact about my care?
Find out who coordinates your support, how to reach them and how quickly you can expect a reply to an everyday question.
7. What happens before services start?
Many providers visit or speak with you first to understand your situation and put together a care plan. Ask what that involves, what information they will need and who will tell you when arrangements are confirmed.
8. How will my care plan be reviewed?
Your needs may change over time. Ask how often the plan is reviewed and how you can ask for a change between reviews.
9. How do I raise a concern?
Ask who handles feedback, what happens if an issue is not resolved and how you will hear back. Ask for the process in a form you can keep.
10. Can someone I trust be involved?
You can involve a family member or friend in conversations if you would like to. Ask how the provider records who you want involved, and which decisions stay with you.
Take the answers away with you
Before the conversation ends, summarise what you understood and ask for anything still open in writing. You can then compare providers side by side or talk the options through with someone you trust.
Ask your local HomeCaring team these questions. You do not need to have every detail worked out before you get in touch.
