Aarav contacted the Older Persons Advocacy Network because he was having problems getting his home modified for his wife who had dementia and was receiving care under a Home Care Package. The service provider had approved for home modifications to install a sliding door and a ramp on the home so his wife could access the garden safely, paid for under her Home Care Package. The provider arranged everything including quotes and asked Aarav to select the person to do the work. The provider then gave part payment to a local contractor to begin the job.

Part way through the build it became apparent the contractor was not equipped to carry out the work and the contractor walked off the job with it only half complete. The service provider then explained to Aarav that it would be up to him and his wife to take action with the contractor.

After unsuccessfully trying to get the service provider to take control of the situation an advocate was engaged from the Older persons Advocacy network. The advocate reminded the service provider of its responsibilities when engaging contractors. The advocate negotiated with the service provider for them to cover the cost of the demolition of work to date which had been assessed as unsafe, and for them to engage a new contractor to fulfil the agreed modifications.