Not getting the support you expected from your Support at Home provider?
Switch to local, fully managed support in the Northern Rivers.
If your Support At Home provider isn't delivering the service you expected, you have the right to change.
- You won't lose your funding
- You won't need a new assessment
- You won't start the process again
Your funding belongs to you, not the provider.
Let's get started →
Home Care Packages have transitioned to Support At Home
The Home Care Package (HCP) program has transitioned to Support At Home. You might still see the term "Home Care Package" on some paperwork or portals — that's just an old label carrying over. The program itself, the rules, and the funding all sit under Support At Home now.
Why Northern Rivers families switch to Sistability
Many families switch after poor communication, inconsistent service, or feeling like they're managing everything themselves. Changing providers is often much simpler than people think — and we guide you through every step.
- Calls aren't returned
- Budgets aren't clearly explained
- Services are cancelled or unreliable
- Support workers change constantly
- No one is actively coordinating services
Support At Home funding is designed to help you stay safely and independently in your own home — not to create more stress.
At Sistability, we provide structured, fully managed coordination. You're not left chasing providers or trying to interpret invoices.
Download brochure →You choose who supports you
One of the biggest concerns people have when switching is: will I lose my podiatrist, physio, or gardener?
That's entirely your choice. If your existing providers are willing to continue, we'll coordinate their services under your new arrangement — so nothing changes on that front.
Many families choose to move some or all of their services across to Sistability's own team of cleaners, gardeners, and support workers instead. It means one local team you already trust, consistent faces, and one point of contact managing everything — rather than juggling multiple providers and invoices.
What services can be included under Support at Home?
Support At Home funding may cover a wide range of services, depending on your approved level and care plan.
In-home support
- Cleaning & household
- Laundry & linen
- Meal preparation
- Personal care
Home & garden
- Lawn mowing & gardening
- Minor maintenance
- Safety modifications
Allied health & clinical
- Podiatry
- Physiotherapy
- Occupational therapy
- Nursing
Transport & equipment
- Transport to appointments
- Mobility aids
- Assistive technology
Some services are delivered directly by Sistability. Others are arranged through trusted local providers. Either way, you have one central point of contact managing your package.
Real experiences from Northern Rivers families
Switching providers? It’s easy
Changing your Support At Home provider typically takes two to four weeks, depending on your current provider's notice period. We manage the process carefully to prevent gaps in essential services. Here's how it works.
Get in touch
Call Jenn, our Aged Care Manager, or submit a Switch Request on our website.
Give notice
Let your current provider know — usually two weeks, by phone or email.
Share your details
Give us your referral code and cessation date.
Onboarding
We organise your onboarding and build a care plan for your Support At Home funding.
Relax
Sit back — we'll organise your supports and services from there.
What you get with Sistability: one dedicated Care Coordinator, transparent pricing, and easy communication.
Fully managed support - not self-managed care
We provide fully managed Support at Home services. We do not offer self-managed models where families coordinate providers themselves. Funding administration and compliance are delivered in partnership with Trilogy Care, while all care coordination, service planning, supplier management, and communication are handled directly by Sistability's local team in the Northern Rivers.
Approved provider compliance
Secure funding administration
Local oversight
Direct communication
Pete, maximising his Support at Home package with Sistability
Since using Sistability to coordinate my Support At Home package, I'm now using about 95% of my funding — and getting the support I actually need to keep living in my own home.
— Pete, Support At Home recipientPete wanted to stay living safely and independently at home. After reviewing his plan, we adjusted how his funding was being used — his services became more consistent and better suited to his routine. Active coordination turned funding into practical support.
Click here to read Pete's story →
Speak directly with our Aged Care Manager
You won't be redirected to a call centre. When you contact Sistability, you can speak directly with Jenn, who oversees Support At Home coordination locally. If you're unsure about switching or want clarity on your options, we're happy to talk it through. No pressure — just clear information.
A social enterprise with purpose
Sistability is a certified social enterprise operating in the Northern Rivers. When you choose us for Support At Home coordination, you're supporting ethical service delivery, local employment and community reinvestment. We believe aged care should feel personal, accountable and community-focused.
Not ready to switch? You can still use our team
You don't have to change your Support At Home provider to work with us. If you're happy with your current provider but would like our local team — cleaners, gardeners, or support workers — for some of your services, just let your current provider know and we'll coordinate directly with them.
Frequently asked questions
Will I lose my funding if I switch?
No. Your approved funding level stays with you — it belongs to you, not the provider.
Do I need a new assessment?
No. Your existing approval carries over, so you don't need to start the process again.
Will there be a gap in my support?
Our aim is to help you manage the timing of the handover so your services continue without interruption.
Is there a cost to switch?
No. There's no cost to move your Support At Home funding to us — we don't charge to take on your care coordination or services.
Can I keep my current podiatrist, physio, or gardener?
Yes — that's your choice. If they're willing to continue and onboard with our compliance team, we'll coordinate them under your new arrangement. Or, if you'd like the simplicity of one local team, our own cleaners, gardeners, and support workers are ready to help.
How long does it take?
Usually two to four weeks, depending on your current provider's notice period. Prefer the full picture first? See our cost estimator or get in touch.
Ready to change your Support at Home provider?
If you've been assigned a Support at Home package and are selecting your provider, or you're already with a provider and considering a change, we can help.
Complete the form, and our team will contact you to guide you through the next steps.
No pressure. No obligation. Just clear advice about your options.