Helena lived in her own home and, after being assessed for home care services, received a Home Care Package Level 2. However, she was not happy with the service and wanted to move to a new provider. She was not aware she had signed an agreement stating she had to pay an exit fee of $700. She was also required to give 28 days’ notice, but did not want services after she was about to start with another provider.

The advocate assisted Helena with the issue of fees for no service. The advocate also advised her not to sign anything without reading and understanding the contract, and suggested that she discuss the next agreement with the new provider as well as an advocate.

The issue of 28 days’ notice was taken to the community liaison meeting with the Commonwealth Department of Health as it is unfair and seems to be common practice.