Choosing an Aged Care Provider Is One of the Most Important Decisions Your Family Will Ever Make
There are over 3,300 home care providers and 870+ residential aged care facilities in Australia. The quality varies enormously — from outstanding, person-centred care to facilities that have been sanctioned for serious failures. Since 2022, the star ratings system helps families compare, but numbers alone don't tell the full story.
This guide walks you through the star ratings system, the essential questions to ask every provider, the red flags that should make you walk away, how fees work, and your rights if you need to switch. Getting this decision right can mean the difference between your parent thriving and merely surviving.
Approved home care providers across Australia
Residential aged care facilities nationwide
Star rating categories for quality comparison
Families dissatisfied with their first provider choice
Understanding the Star Ratings System
Introduced in December 2022, the star ratings system gives every residential aged care facility a rating from 1 to 5 stars across four sub-categories, plus an overall star rating. These ratings are published on the My Aged Care website and are updated quarterly.
| Category | What It Measures | What to Look For |
|---|---|---|
| Residents' Experience | Results from the annual consumer experience survey. How residents FEEL about their care. | 4+ stars means most residents report positive experiences. Below 3 is a concern. |
| Compliance | Results from Aged Care Quality and Safety Commission audits against 8 quality standards. | 5 stars = met all standards. 1-2 stars = non-compliance found. Check the specific findings. |
| Staffing | Minutes of registered nurse, enrolled nurse, and personal care worker time per resident per day. | Higher is better. From October 2023, minimum is 200 minutes/day including 40 min RN time. |
| Quality Measures | Clinical indicators: pressure injuries, falls, physical restraint, unplanned weight loss, medication management. | Lower rates of falls and pressure injuries = better care. Compare against national averages. |
| Overall Rating | Weighted average of the four sub-categories above. | 4-5 stars = above average. 3 stars = average. 1-2 stars = investigate before choosing. |
Important Limitation
Star ratings currently only apply to residential aged care (nursing homes), NOT home care providers. For home care, you need to rely on the questions below, word of mouth, and the My Aged Care Find a Provider tool. The government has flagged home care ratings as a future initiative.
How to Compare Providers: Side-by-Side Factors
| Factor | What Good Looks Like | Warning Sign |
|---|---|---|
| Staff continuity | Same carers visit regularly, know your parent by name | Different stranger every visit, no handover between carers |
| Care plan flexibility | Plan reviewed regularly, adjusted to changing needs | Rigid schedule, resistant to changes, long waits for reviews |
| Communication | Regular updates to family, easy to reach by phone | No proactive communication, calls not returned, vague answers |
| Fee transparency | Clear breakdown of all fees, no hidden charges | Confusing fee structure, charges appearing without explanation |
| Complaint handling | Written complaints process, resolution within days | Defensive, dismissive, no written process, issues unresolved |
| Cultural sensitivity | Staff trained in culturally appropriate care, language support | One-size-fits-all approach, no language support |
| After-hours support | Emergency contact available 24/7 | No after-hours contact, answering machine only |
| Package management | Low admin/case management fees (under 30% of package) | Admin fees eating 40%+ of the package value |
15 Essential Questions to Ask Home Care Providers
Ask every potential home care provider these questions. Their answers — and how they answer — will tell you a lot about their quality.
"What percentage of my package goes to administration and case management fees?"
Why this matters: Industry average is 25-35%. Above 40% means less money goes to actual care. Some providers charge 50%+ in fees.
"Will I have the same carers visiting regularly, or different people each time?"
Why this matters: Continuity of care is critical for elderly people, especially those with dementia. Meeting strangers is distressing.
"What happens if my regular carer is sick? How do you handle replacements?"
Why this matters: Good providers have a small pool of familiar backup carers, not random agency staff.
"How quickly can you start services after I sign up?"
Why this matters: Some providers have 2-4 week wait times. If your parent needs help now, ask about interim arrangements.
"Can I see a sample monthly statement showing how my package budget is spent?"
Why this matters: Transparency test. If they hesitate, that is a red flag.
"What qualifications do your care workers have? Are they Certificate III or above?"
Why this matters: Certificate III in Individual Support is the minimum standard. Ask about ongoing training.
"Do you provide services on weekends and public holidays? At what cost?"
Why this matters: Weekend and public holiday rates can be 50-100% higher. Know the cost before you need it.
"What is your complaints process? Can I see it in writing?"
Why this matters: Every provider must have one. If they can not produce it, that is a compliance failure.
"How often do you review the care plan?"
Why this matters: Should be at least every 12 months, or whenever needs change. More frequent reviews indicate better care.
"Can I use unspent funds on services not in my current plan?"
Why this matters: Flexibility to adjust is important as needs change. Some providers restrict fund usage.
"What is your exit fee if I decide to switch providers?"
Why this matters: Government caps this at $0 for packages assigned after July 2022. Older packages may have fees.
"Do you offer allied health services (physiotherapy, podiatry, OT) or do I have to arrange those separately?"
Why this matters: Bundled services are more convenient but check if the allied health professionals are experienced with elderly clients.
"How do carers communicate with family members about changes they notice?"
Why this matters: Proactive communication about changes in mood, mobility, or cognition can catch problems early.
"What technology do you use for scheduling, reporting, and family updates?"
Why this matters: Modern providers use apps for real-time updates. Paper-based systems may mean missed information.
"Can I speak to a current client or their family as a reference?"
Why this matters: Confident providers will offer references. Reluctance to do so is concerning.
12 Questions to Ask Residential Care Facilities
When touring a residential aged care facility, these questions help you look beyond the fresh paint and flower arrangements.
What is your staff-to-resident ratio during the day? At night?
How many registered nurses are on site at all times?
Can residents eat meals in their room if they prefer?
What activities and social programs do you offer daily?
How do you manage residents with dementia who become agitated?
What is your policy on physical and chemical restraint?
Can family visit at any time, or are there restricted hours?
What happens when a resident needs hospital transfer?
How do you handle end-of-life care and advance care planning?
What are the total costs including accommodation, care fees, and extras?
Can I see your most recent Aged Care Quality Commission audit report?
What is your medication management process?
Red Flags: When to Walk Away
| Concerning Sign | What It Means | What to Do |
|---|---|---|
| Staff seem rushed, stressed, or dismissive | Understaffing. Your parent will receive minimal attention. | Ask about staff ratios. Check star rating for staffing. |
| Unpleasant smell throughout facility | Poor hygiene standards, inadequate cleaning. | Visit at different times of day. Smell shouldn't vary. |
| Residents sitting in hallways with nothing to do | Lack of meaningful activity programs. | Ask for weekly activity schedule. Check if it's actually followed. |
| Evasive answers about fees | Hidden charges likely. Financial exploitation risk. | Request full fee schedule in writing before signing. |
| High staff turnover (new faces every visit) | Poor workplace culture = poor care culture. | Ask staff directly: "How long have you worked here?" |
| No family feedback mechanism | They don't want to hear complaints. | Check complaints with Aged Care Quality Commission. |
| Pressure to sign immediately | "This room won't be available tomorrow." | Never sign under pressure. A good provider respects your timeline. |
| Locked doors without clear safety reason | May indicate restraint practices beyond appropriate dementia security. | Ask about restraint policy. Request it in writing. |
| No recent audit report available | Non-compliance or unwillingness to be transparent. | Check My Aged Care website for published compliance results. |
Understanding Aged Care Fees and Charges
Home Care Package Fees
- Basic Daily Fee: Up to 17.5% of single Age Pension ($12.81/day in 2026). Everyone pays this.
- Income-Tested Care Fee: Additional fee if income above $33,568/year. Means-tested by Services Australia.
- Provider Fees: Administration (10-20%) and case management (5-15%) taken from your package before services. Ask for exact percentages.
- Exit Fee: $0 for packages assigned after 1 July 2022. Older packages may have a fee up to a set amount.
Residential Care Fees
- Basic Daily Fee: 85% of single Age Pension ($62.11/day in 2026). Everyone pays this regardless of income.
- Means-Tested Care Fee: Based on income AND assets assessment. Can be $0 to $300+/day depending on wealth.
- Accommodation: RAD (lump sum, typically $300K-$1M+), DAP (daily equivalent), or a combination. Negotiable.
- Extra Services: Hairdressing, newspapers, pay TV, outings. These are optional and on top of the above.
Free Financial Advice
Services Australia's Financial Information Service (FIS) offers free, independent financial advice for aged care decisions. Call 132 300. They can model the cost of different accommodation options and explain the impact on the Age Pension.
Your Right to Switch Providers
If your current provider isn't delivering the quality of care you expected, you have the legal right to switch. Your Home Care Package stays with you — it's portable.
Research new providers
Use My Aged Care Find a Provider tool. Ask the questions listed above. Get quotes from 2-3 providers.
Give notice to your current provider
Standard notice period is 14 days, but check your service agreement. Put it in writing (email is fine).
Confirm transfer with My Aged Care
Call 1800 200 422 to confirm your package will transfer to the new provider. There should be no gap in services.
Check your unspent funds
Your current provider must give you a final statement showing any unspent funds. These transfer to your new provider within 70 days.
Brief your new provider
Share your care plan, medical history, and preferences. Introduce them to your parent before the transition.
How KindlyCall Daily Calls Complement Home Care
Even the best home care provider only visits for a few hours a week. Between visits, your parent is alone. KindlyCall fills the gaps that formal care can't.
Between-Visit Monitoring
Home care workers visit 2-4 times per week. That leaves 3-5 days with no professional contact. Daily calls ensure someone checks in every single day — catching falls, illness, or distress that happen between visits.
Quality Cross-Check
When your parent mentions during a daily call that "the carer didn't come today" or "they were in a rush," you get real-time insight into whether your provider is delivering what they promised. Accountability through independent monitoring.
Emotional Wellbeing
Home care workers focus on practical tasks — showering, meals, cleaning. They rarely have time for extended conversation. Daily calls provide the social connection and companionship that formal care doesn't cover.
Medication Reminders
If the home care worker isn't there to prompt medication, who does? Daily calls include gentle medication reminders — catching the days when no carer visits and medications might be missed.
Family Peace of Mind
You can't call your parent every day. Work, children, distance — life gets in the way. Knowing someone calls every day and will alert you to any concerns gives you peace of mind without the guilt of missed calls.
Transition Support
When starting with a new provider, daily calls help monitor how your parent is adjusting. Are they comfortable with the new carers? Are services actually being delivered? Early warning if the transition isn't working.
Key Contacts
| Service | Phone | Purpose |
|---|---|---|
| My Aged Care | 1800 200 422 | Find and compare providers, manage your package, request assessments |
| Aged Care Quality & Safety Commission | 1800 951 822 | Report concerns, check compliance history, make complaints |
| Older Persons Advocacy Network (OPAN) | 1800 700 600 | Free advocacy support for aged care concerns |
| Financial Information Service | 132 300 | Free financial advice on aged care fees and pension impact |
| Carer Gateway | 1800 422 737 | Support for family carers navigating aged care decisions |
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