I signed my mother up with Trilogy Care three years ago, attracted by their strong reviews and competitive fees. My mother is a high-care client, but I had most supports already in place, so the workload on Trilogy was minimal. For the first two years, things ran adequately with little contact required on either side.
Over the last year, however, the service deteriorated sharply. The lead-up to the Support at Home (SAH) changes was chaotic, and when the new system launched in November, things fell apart entirely. My care partner resigned, and what followed were two of the most stressful months I have experienced as a carer — and I say that having navigated multiple life-threatening medical emergencies with my mother.
The only contact I received during this period was repeated requests to sign a new 64-page agreement that increased our management fee from 13% to 20%. Meanwhile, practical support evaporated: invoices went unpaid for extended periods, leaving my mother's carers without income. Phone calls to accounts went unanswered or were cut off on hold — consistently, over a period of weeks. Emails were largely ignored. The few responses I did receive from my new care partner were either unhelpful or factually incorrect, including the assertion that the fee increase was non-negotiable.
I spent Christmas Eve in tears, not planning Christmas, but trying to reach anyone at Trilogy to get my mother's carers paid. That is simply not acceptable.
I would also note that the only times I received a callback during those two months was when I selected the phone option that suggested I might be a new client. Existing clients were not receiving the same responsiveness.
Before switching providers, I tested two alternative services by calling their main line and selecting the accounts option — both answered promptly and were ready to assist. That is the standard of service clients should be able to expect.
I left Trilogy in January. A senior manager ultimately resolved the outstanding invoices quickly and was courteous throughout — but escalation to that level should never have been necessary.
My remaining concern is the 15+ hours of care management Trilogy has claimed for those two months. In that time, I never once spoke with my care partner, and my mother's care plan was not updated. My new provider — who had to build a complete care plan from scratch in January — has logged a fraction of that time. I have requested a breakdown from Trilogy to understand these charges; after more than a month, I have not received one.
I understand that the SAH transition has been genuinely difficult for all providers. But that does not excuse months of unanswered calls, unpaid invoices, and the absence of meaningful care management. I cannot recommend Trilogy Care.
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Trilogy Care is a Home Care Package provider that empowers older Australians to live independently in the home they love for longer. 💙❤️💛
