Trilogy Care

We transferred over from our previous provider to Trilogy care because we were getting little to no help, and paying a lot for nothing. Since then, the improvement has been great! Trilogy have been such a big help for my family. Their team did more for me in a few months than we ever got with our last two providers combined.. I’m super appreciative for the hard work and care that they’ve put into supporting us!

Excellent care partner. I would be happy to recommend Trilogy Care to participants and other professionals seeking a dependable and collaborative registered provider.

I am very happy with the service that I’ve received from Trilogy regarding my Support at Home; and I especially appreciate how kind and helpful the staff have been. Whilst waiting on approval for funding, it was beneficial to have ongoing support from the Trilogy team, with regular check-in’s and anssistance navigating other government services… Read more

that were available. This left a very positive impression early on in my time. Very refreshing to engage with people who genuinely wish to help others get some much needed help in this day and age. I really appreciate it. Thank you!

All positive – It is my pleasure to leave a very positive Review for Trilogy Care Self Management. All my interaction with my Plan Care Managers over the past three years especially my current Manager Maddison have been all I would want it to be. My contacts with Reception and Accounts have always been answered in a lovely friendly manner.

Until recently, I have had excellent service from Trilogy Care and have recommended them to many people. I wondder what is happening now though? My care manager is not answering calls or emails and a request for reimbursement made a month ago hasn't been paid. I hear disturbing accounts of financial difficulties. Please take care. Show 4 replies

I have had nothing but issues with Trilogy Care. My biggest complaint is the inability to have any meaningful dialogue with their so called care partners. They simply state a position, one to protect their own job and their company, and to [Content… Read more

Removed] with the customer. Following is one response from [Name Removed]n, a so called Trilogy Care Care Partner : 'we want to be transparent that further requests for this equipment will receive the same response.' Obviously not open to any discussion regarding this matter. Not the type of care partner or care provider I want to deal with, so I am in the process of finding another self managed care provider.

I have been with Trilogy since commencing the Aged Care programme in 2023 and have always found the staff, especially my care partner, who calls me every week to check my welfare, to be absolutely wonderful. They are so caring, always willing to answer questions and do all they can to assist in every way. If the phone lines are busy, calls are… Read more ·  1

always returned.

The site is always available to check expenditure and balances at any time.

Thank you, Trilogy.

Exceptional service from Trilogy Care! Their team is fantastic—always responsive, helpful, and respectful. They took the time to understand my needs, tailored a care plan that perfectly suits my lifestyle, and manage the ongoing logistics beautifully. I feel fully supported and highly value their expertise and guidance. Show reply

Trilogy Care have a great team! I am new to receiving services and was getting very overwhelmed with other providers. But, when I came to Trilogy Care, they made everything so easy and went through all the details with me. I could even start services straight away. I have been having a great experience with Trilogy Care. Show reply

Such a terrible funding provider. I self manage with the help of trilogy. Which hapen to be most unhelpful. Delaying payment of invoices poor communication and delay or deny funding release. They will ensure you jump through hoops before items are approved. Steer clear. Do your research and get clear statements in writing. "Be careful"

Even though income test care fees were waived, Trilogy relentlessly pursued outstanding payments. My father received short-term care services from Trilogy. Before we received confirmation from Centrelink that income test care fees were waived, we were forced to pay $500 to continue receiving services. Under the Aged Care Act, Trilogy should have… Read more

refunded this $500 to the client's account upon receiving confirmation from Centrelink. However, Trilogy continued to accumulate debt and relentlessly pursue the client. Worse still, my father passed away last year. But even after the family notified Trilogy of the client's death (and provided a death certificate), Trilogy continued to pursue the outstanding payments. They sent me over ten collection letters but never responded to my emails.

Invoice Number: Payment Receipt Number: N261852998267

As Trilogy comprehensively mismanaged a period of respite in a nursing home for my 99 year old mother, I would award no stars if I could. A nursing home provided respite after Trilogy agreed in writing to fund it from the HCP. Almost a year later the nursing home is still waiting for payment. And Trilogy’s answer - as the funds were returned to… Read more

the national pool the family should pay the full amount!

In its frustration, the nursing home requested a contribution from the family to partially cover its expense’s. The nursing home, which is simply an innocent third party creditor that provided care based on Trilogy’s promise of payment, subsequently withdrew its request.

But it is staggering that a provider feels it can retrospectively shift the burden of an approved care cost onto a family simply because it (the provider) missed an administrative deadline. And it is mystifying that it returned funds while an invoice still remained outstanding.

As this is Trilogy’s administrative failure it should settle the outstanding debt with the nursing home using its own corporate funds. I have not yet lodged a formal complaint with the Aged Care Quality and Safety Commission because I preferred a low-key option, namely writing to Trilogy in January 2026. But it is now June and I have not received a reply. At this stage I do not want a salvaging phone call from Trilogy as the damage has been done. By this I mean there has been a loss of good faith between the nursing home and my family, which is a shame because we will need a good nursing home in the near future.

Really happy with the service overall, communication was easy, people actually got back to me and my husband when they said they would, and I never felt like I was being brushed off, and any questions I had were explained properly and I always knew what was happening next. What I appreciated most was that people seemed to genuinely want to help… Read more ·  1

rather than just ticking boxes. It made the whole process a lot less stressful. Definitely one of the better customer service experiences I've had.

As a coordinator of aged care services, I am grateful to align with Trilogy Care as my chosen provider for clients. From day one, they have provided me with support to establish and grow a successful business, including but not limited to, a dedicated care partner, Relationship Manager and monthly information webinars for coordinators. I… Read more ·  1

have looked into other providers and Trilogy Care far outweighs its competitors. Trilogy Care has the resources to provide exceptional service to its clients and coordinator network, and work towards continual business/process improvements.

We couldn’t be happier to be coming back to Trilogy. A year ago, we decided to change providers, and unfortunately it has been one disappointment after another. The experience has really made us appreciate just how good Trilogy was to deal with and how much we took their service for granted. Looking back, the staff at Trilogy always went above and… Read more ·  1

beyond for us. Nothing was ever too much trouble, and everyone was friendly, professional, and genuinely cared about helping. Any financial reimbursements were always processed quickly and efficiently, which made life so much easier. After the past year, it’s been a reminder that great service really does make a difference. We are genuinely excited to be returning to Trilogy and getting back to dealing with a team we know we can trust. Thank you to everyone at Trilogy – we can’t wait to be back!

I find Trilogy Care, meets our needs with my husband’s age care package. Our Care Partner is wonderful. Her responses are quick to my emails. She is my first go to. Occasionally she will rings, just to check, if my husband’s needs have changed. I can live chat, through the portal, if needed. Very please to refer Trilogy Care. Show reply

Trilogy Care, and specifically Laurinda, have been such a breath of fresh air for my client and myself as his carer in assisting with the self managed care plan. They have enabled us to understand how to use the self managed care to its best ability and make the most of the Aged care package available. We are thrilled to have chosen them! Show reply

Easy onboarding process made the daunting My Age Care journey far easier to navigate. Great responsive support staff. The 30 day Concierge service was a bonus, being able to offer advice under a Self Managed option. Show reply

As a new client with a Support At Home package & funding, I have found Trilogy staff, in particular Maggie & Rony, to be extremely helpful, caring , knowledgeable & efficient. Less than 1 mth after signing up so much has been organised & approved which makes my self managing side much easier. Show reply

I cannot speak highly enough of the support we’ve received from Trilogy Care. Their self-managed model has been an absolute game-changer for my family. It gave us the freedom to choose our own care workers and truly take control of our Home Care Package budget. The Care Partners are warm, incredibly helpful, and always willing to take the time to… Read more ·  1

research our specific needs. They actively guide us through the process, making navigating aged care in Australia so much less overwhelming. If you want to keep your independence and have a real say in how your care is delivered, I highly recommend Trilogy Care!

I would highly recommend Trilogy Care. Their response time has always been very good, and my Care Partner consistently calls me back promptly whenever I need assistance or have questions. Adam has also been very supportive throughout our experience. He has listened carefully to the concerns we’ve raised and has taken action to address them, which… Read more ·  1

has made us feel heard and valued.

Overall, the team has been professional, responsive, and genuinely caring, and we appreciate the support they have provided.

We have been extremely satisfied with the service we have received this last year from Trilogy Care in regard to several Home Care packages within our extended family. They have immediately responded to any and all requests and the Home Care Manager, that has been assigned to us, has shown extraordinary patience in guiding us through any queries we may have and has proven to be very proactive! Well done Trilogy Care! Show reply

Over the last year 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 mother’s 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… Read more

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, not planning Christmas, but trying to reach anyone at Trilogy to get my mother's carers paid. That is simply not acceptable.

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.

Stay away from these scammers. Absolutely freaking useless. They owe my mother $10K but refuse to do anything. Extremely high staff turnover and staff are poorly trained and probably not paid well. They have wasted so much of my time.