As a Self-Managed Member with Five Good Friends, you are responsible for selecting, arranging, and managing the providers who deliver your care and support services.
When you engage a provider who is not currently onboarded with Five Good Friends, this is known as bringing your own (BYO) associate provider.
This article explains what BYO means, when it may be appropriate, how the process works, and what to consider before proceeding.
What does BYO associate provider mean?
BYO means you engage an external service provider (a third party) who is not already part of the Five Good Friends network to deliver one or more of your Support at Home services.
These services may include:
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
If a provider is not already onboarded, they must complete required checks and approvals before services can begin.
When BYO may be appropriate
BYO is typically used in specific circumstances, such as:
A suitable provider cannot be found in the location you require
You already have an established arrangement with a provider you wish to continue
You require a specialist service that is not currently available through onboarded providers
If you do not already have a provider in place, selecting from the Five Good Friends network is often the most straightforward option, as providers are already vetted and ready to deliver services.
What to expect when bringing your own provider
Choosing BYO involves additional steps and time considerations.
When you bring your own provider:
The provider must complete onboarding documentation and compliance checks
Services can only start once onboarding is approved
Timeframes depend on how quickly the provider supplies required information
Some providers may decide not to proceed with onboarding
Five Good Friends manages the compliance and approval process, but onboarding relies on cooperation from the provider.
What you need to do to BYO an associate provider
1. Check your Support at Home 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 app and 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 government funding.
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 use the app to book a consult with your Care Navigator.