As a Self-managed Member with Five Good Friends, you have the flexibility to choose your own service providers to deliver your care and support services. This is often called “Bring Your Own” (BYO) associate provider.
This article explains what BYO means, how to bring your own provider, and important things to know so you can get the best out of your package.
What does BYO associate provider mean?
BYO means you select and engage an external service provider (a third party) of your choice to deliver your home care services. This could be:
Personal care workers
Allied health professionals (e.g., physiotherapists, podiatrists)
Domestic help or cleaning services
Transport or community access providers
Other specialists relevant to your care plan
Why choose to BYO your provider?
You might choose to bring your own provider for several important reasons, including:
No suitable provider available: A service provider cannot be found in the location you require.
Long-standing relationship: You have an established relationship with a provider you wish to continue using.
Specialty needs: You have a specific or specialist need that current approved associate providers already onboarded cannot meet.
In addition to these, BYO also gives you:
More control: You get to pick providers who suit your needs, preferences, and schedule.
Personalised care: You may prefer providers with specific expertise or a style of care you connect with.
Flexibility: You can manage appointments and services directly with the provider.
What you need to do to BYO an associate provider
1. Check your Home Care Package budget
Before engaging a provider, make sure your package budget can cover the cost of the services. You can check your available funds at any time through the FGF portal in the Accounts section. Your package manager or support coordinator can also provide you with up-to-date budget details.
For more information, please refer to the article: Understanding my projected Balance.
2. Choose a suitable provider
Make sure the provider:
Has the qualifications or licenses required for their service
Holds any necessary insurances (e.g., public liability, professional indemnity)
Has valid police checks if required
Agrees to the terms of service and invoicing
3. Get your provider registered on the platform
To begin the onboarding process, your provider (or you on their behalf) can complete this form: Provider Onboarding Request Form.
Once received, the information will be passed onto our Marketplace Onboarding team to reach out to your chosen provider and begin the process.
4. Formalise the arranged service through your membership
Once the onboarding process is complete, the team will notify you. At this point, you will need to formalise the arranged service by placing an order through the Make a Purchase tool in the portal, selecting your chosen provider. This action generates a purchase order that authorises the continuation of services.
Following this, your provider will submit invoices referencing the purchase order number, which will be paid directly from your Home Care Package funds.
Important things to keep in mind
Please inform your care team before arranging any services so they can be incorporated into your budget and Help Plan.
Your chosen provider must comply with all relevant safety, legal, and quality requirements.
Providers may be requested to submit service notes after appointments to ensure FGF maintains appropriate oversight of the care and treatments delivered.
While you have the right to make decisions about your care (dignity of risk), it’s important to balance this with safety considerations and professional guidance.
Regularly review your care arrangements to ensure they continue to meet your needs and preferences.
Need help?
If you’re unsure about any step in bringing your own provider or want advice on suitable providers, contact our Customer Service Team on 1300 787 581 (option 1) or book a consult with your Care Navigator.