10 questions to ask any aged care provider before you sign anything. For each one, mark whether you got a good answer or a red flag. You'll get a score at the end.
Whether you're choosing a new provider, comparing two options, or checking if your current provider is up to scratch — this works for the person receiving care, their partner, or a family member helping to manage their care.
Did they give you a clear, written breakdown of ALL fees — in dollars, not just percentages?
Why this matters: Some providers quote percentages that sound small but add up to thousands of dollars a year. You need the actual dollar amount taken from your budget each quarter.
Is their care management fee 10% or less of your quarterly budget?
Why this matters: Under Support at Home, care management is capped at 10% of your quarterly budget. Some providers charge right up to the cap — others charge less. This directly affects how much is left for your actual care.
Did they confirm there are no exit fees if you want to leave?
Why this matters: Exit fees are prohibited under the Aged Care Act. If a provider mentions any fee for leaving, that is illegal.
Can you choose who comes to help, and can the same person come regularly?
Why this matters: Continuity matters — especially for people with dementia, anxiety, or who simply feel safer with familiar faces. Some providers rotate workers constantly.
Do they have a direct contact person for your care — not just a call centre?
Why this matters: When something goes wrong or needs to change, you need to reach a real person who knows your situation. A call centre that puts you on hold is not good enough.
Can they provide the specific services you actually need — not just a general list?
Why this matters: Some providers don't offer nursing, allied health, or specialised services like dementia support. Ask about your specific needs, not their general service list.
Do they have capacity to start within the next 2–4 weeks?
Why this matters: Some providers have waiting lists. If care is needed soon, a provider who can't start for 3 months isn't the right choice right now.
Do they regularly service your area — not just technically cover it?
Why this matters: A provider may list your suburb as covered but only have one worker there. Ask how many clients they currently support in your area.
Did they explain how to make a complaint — and what happens when you do?
Why this matters: Good providers welcome this question. If they seem uncomfortable or vague, that tells you something.
Did they give you time to decide — without pressure to sign today?
Why this matters: High-pressure tactics are a red flag. Choosing a care provider is an important decision. Anyone rushing you is putting their interests ahead of yours.
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