Frequently Asked Questions
What is My Aged Care?
My Aged Care is your starting point to navigate and access government-funded aged care services. Whatever your situation, My Aged Care can help you get the support you need.
What services are available?
Services might include personal and clinical care, help with household chores, help with preparing meals, and mobility support, social & community access, transport assistance, lawn and garden maintenance and home modifications.
Will I be eligible for government-funded aged care?
You are eligible if you are 65 years or older (50 years or older for Aboriginal or Torres Strait Islander people).
Eligibility is also based on factors like your health, how you’re managing at home, and any support you currently receive, diagnosed with a medical condition or medical mobility, experienced a recent fall or hospital admission,
To know for sure if you are eligible, you will need to have an assessment done.
If I’m not eligible for government-funded aged care, are there other options?
Yes, there are. If you’re not eligible for services, you may be able to access support through a provider that isn’t government-funded. If you choose one of these providers, you will need to pay the full cost of the services provided. Then, if your circumstances change in the future, you can be reassessed for support through My Aged Care.
I’m not comfortable calling My Aged Care. Can someone do it on my behalf?
Yes, but we need to get your consent first. This involves registering the person as your representative. This process can be as simple as contacting My Aged Care together, the first time you call.
I want to apply for My Aged Care, but English isn’t my first language. Is there support available?
Yes. There are a few ways to get the help you need. You can contact My Aged Care through Translating and Interpreting Service (TIS National) on 131 450 for the cost of a local call.
I want to call My Aged Care, but I have a hearing or speech impairment. Can I get help?
Yes, you can contact My Aged Care through the National Relay Service (NRS) in three easy steps:
- Visit the National Relay Service website
- Select your preferred NRS access point
- Provide the My Aged Care number – 1800 200 422
If you are Deaf, Deafblind or hard of hearing, you can also access interpreting or captioning services through Deaf Connect.
To make a booking, call 1300 773 803 or email interpreting@deafconnect.org.au well in advance to ensure an interpreter is available.
Is an aged care home my only option?
No, there are more options. An aged care home is one of many services that can help you maintain a good quality of life as you get older. There are also services to help you live independently in your own home. The type of care available to you depends on your needs.
I’m leaving hospital soon and I need care when I get home. What are my options?
Transition care is the best option for you in this situation. Transition care provides short-term specialised care after a hospital stay. Transition care includes services like nursing, physiotherapy, and personal care.
To receive transition care, ask the hospital staff to arrange an assessment before you are discharged. You can also contact My Aged Care on 1800 200 422.
A loved one or family member suddenly needs aged care. What can I do?
- For urgent medical care, call their doctor or emergency services on 000.
- For emergency respite care, contact Carer Gateway on 1800 422 737. For more information, you can go to the Carer Gateway website.
- For ongoing care (longer than respite can provide), call My Aged Care on 1800 200 422 to arrange an assessment. If you want to speak on their behalf, you will need to become their representative.
How do I apply for aged care services?
You can either call My Aged Care on 1800 200 422 to talk about your needs, your health or aged care professional, a family member or a friend, can make an online request on your behalf, or you can apply online.
During the application, whether you call or apply online, you will be asked about your current situation and the help you require. You’ll also need to provide details about yourself (you’ll need your Medicare card for this step). The process should take around 15 – 20 minutes.
What happens when I apply for an assessment?
Depending on your needs, you will be referred for an assessment. An assessment organisation will call you within 2 to 6 weeks to confirm your needs based on the information you have provided. They will then arrange a time to complete your assessment.
What is an assessment organisation? Who are aged care needs assessors?
Assessment organisations are responsible to carry out assessments when you are looking for aged care services.
Aged care needs assessors are professionals who are qualified to conduct aged care assessments for home support and comprehensive assessments. They can be clinical or non-clinical assessors.
Assessors usually visit you in your home to do the assessment. Sometimes assessments need to happen in other places (hospital or clinic) or ways (phone or video) depending on your situation.
They assess the needs of older people for government-subsidised aged care services for different types of care both at home or in an aged care home.
You can choose to have a family member or friend present during your assessment.
What do I need to have ready for an assessment?
- ID proof – your Medicare card, and one other form of ID such as DVA card, driver’s license, health care card, or passport
- Medical and care information – referrals, contact details, and support information
- Any support people you may need present, such as a family member, a trusted friend, or a translator
- Any questions or information you want to discuss about the care you may receive.
Does an assessment cost me anything?
No. The assessment is free of charge. The aged care service resources that your assessor gives you after the assessment includes information about aged care service fees.
How long does it take to find out if I’m eligible for services?
Based on your needs and situation, you will usually find out during your assessment.
What happens once I’m assessed as eligible for services?
If eligible, your assessor can help you to find services in your area and connect with service providers. For most services, they can refer you directly to local providers so you can discuss your care needs and arrange services. Alternatively, they can provide you with a referral code and you can choose to find services yourself. Our Find a provider tool can help you look for services in your area.
If you need any support after your assessment, call My Aged Care on 1800 200 422.
Will the services I want be available?
Whether – and when – you can access a service will depend on the availability of service providers in your area. In the case of Home Care Packages, it also depends on the national wait time for your package. You can call My Aged Care on 1800 200 422 for advice on Home Care Package wait times, and for help with finding available providers.
How do I get help at home?
You can receive government-funded help at home through the Commonwealth Home Support Program, or a Home Care Package.
To find out which program you are eligible for, you need to apply for an assessment. You can apply online or call My Aged Care on 1800 200 422.
Read more about the assessment process
What home support services can I get?
If you’re eligible to receive home support, there are different services that can help you live independently at home.
- keep you well and independent, like food preparation
- help you with showering or dressing
- help manage medications
- help maintain your mobility
- keep you safe at home, like cleaning, home maintenance, and mobility aids
- connect with your community, like transport to appointments or activities, in-home social calls, and group activities.
What is the difference between the Commonwealth Home Support Program and Home Care Packages?
The Commonwealth Home Support Program (CHSP) provides support for people with low level care needs. If you’re able to manage, but need support with a few tasks at home, you might be eligible for CHSP.
A Home Care Package is for people who have more complex needs. You may be eligible for a Home Care Package, if you need many care and support services on an ongoing basis to help you live independently. This will provide a package of care and services and go beyond what the CHSP can provide.
What’s the difference between Home Care Package levels?
There are four different levels of Home Care Package, depending on your assessed needs:
- Level 1: Basic assistance – provides help with tasks such as cleaning, grooming, meals, shopping and transport. This usually includes one or two visits a week from an aged care worker.
- Level 2: Low care needs – provides the same help as Level 1, but can be three or four visits a week from an aged care worker.
- Level 3: Intermediate care –provides more support at home, most days of the week. This can include visits from a care worker, nurse, and allied health workers. May also include some home modifications and equipment, such as grab rails, bed hoists or electric adjustable beds.
- Level 4: High-level care – provides high level or complex care needs, which can include daily visits. May also include considerable home modifications based on your assessed needs.
I’m eligible for a Home Care Package. What do I pay?
You may have to pay a daily fee, which will vary based on the type and level of care and services you receive. The maximum amount you could be asked to pay depends on whether you receive care while living at home or care in a residential setting.
I’m eligible for Commonwealth Home Support Program (CHSP) services. What do I pay?
You are expected to contribute towards the cost of your care, if you can afford to.
What is a means assessment for an aged care home?
A means assessment is an assessment of your income and assets undertaken by the government. It determines if you need to pay the means tested care fee and if the Australian Government will contribute to your accommodation costs.
When should I consider an aged care home rather than help at home?
You might consider moving to an aged care home if you can no longer live independently at home. Or perhaps you need more help than your current carer, family or friends can provide.
I’m caring for an older person. What support is available for us?
Looking after your health and wellbeing is important. If you’re caring for an older person there are many services and resources available to support both of you. These include respite care, counselling, information, and advocacy.
You can also visit Carer Gateway to learn more about the carer specific support services that might be available to you.
How can I get respite care?
If you need respite care, you will first need to apply for an assessment through My Aged Care. After your assessment you will find out if you’re eligible, and what type of respite you are eligible for.
My carer helps me with some day-to-day tasks at home. What respite care is available?
If you only need help with some everyday tasks in your home, then respite care is available under the Commonwealth Home Support Program (CHSP). It usually involves a paid carer coming to your home so that your usual carer can take a short break.
How do I pick an aged care provider?
There are a few things to consider when choosing the right provider for you. Each organisation will provide services differently and may charge different costs. So it’s important to think about your own priorities, needs, budget, and location, and compare providers before deciding.
I’ve received a referral code. What’s it for?
If your assessment shows that you are eligible for aged care services, you will receive a referral code, which is your key to receiving those services. If you’re eligible for more than one service, you will get a separate referral code for each service.
When you choose a provider who is able to provide the services you want, you give them the referral code(s), which they use to accept the referral and start organising services for you.
I’m approved for more than one service. Do I need to get them all from the same provider?
No. If you require more than one service through the Commonwealth Home Support Program, you can use a different provider for each service.
What is the wait time for services?
It depends on what services you need and where you are. Commonwealth Home Support Program services depend on the availability of providers in your area, while the wait time for approved Home Care Packages can be more than 12 months. Those with urgent needs are also prioritised to receive services.
I’m waiting for government-funded services, but I need help now. What can I do?
If you are waiting for a Home Care Package, you may be able to get help sooner through the Commonwealth Home Support Program.
If it’s an emergency situation, call My Aged Care on 1800 200 422 and we can work with you to find more immediate options.
You could consider using an aged care provider that isn’t government-funded, while you wait. These providers are not subsidised or regulated by the Australian Government. You will have to pay the full cost to access these services, whatever your care needs or financial situation.
Can I self-manage my Home Care Package?
Yes, some providers will let you manage your own Home Care Package which can help you save money on fees. However, if you choose to do this, there is more work involved for you, so it’s best to make sure it’s the right option for you.
Will I need to change providers if I move from Commonwealth Home Support Program services to a Home Care Package?
Possibly. Some service providers offer both. If you’re currently receiving Commonwealth Home Support Program services, you should talk with your provider. You can find your provider details online, through your My Aged Care Online Account.
Can I change providers?
Yes, you can. We know there can be many reasons why you may want – or need – to change providers.
Can I stop my services?
Yes. You can choose to stop receiving services at any time. You will need to let your provider know in advance. If you want to stop receiving services because you need another type of care, you can call My Aged Care on 1800 200 422.
My needs have changed, should I get reassessed?
Yes, it’s important that your care plan matches your needs.
Depending on the services and needs you have, your current provider may be able to do this for you. You can also call My Aged Care on 1800 200 422 to request a reassessment.
What do I do if the person I care for can’t provide consent?
If the person in your care is unable to contact My Aged Care and provide consent, you may need to become an authorised representative. To put this in place, you will need supporting legal documents (and in most cases supporting medical evidence) so that My Aged Care knows you can legally represent them.
An authorised representative can be an individual or an organisation (such as a Public Guardian).
How can I access advocacy services?
If you’re receiving or looking for government-funded aged care, there are advocacy services that can provide you with additional support.
Organisations such as the Older Persons Advocacy Network (OPAN) and the National Disability Advocacy Program (NDAP) can offer help and support you in your aged care journey.
Can I access the Online Account of the person I care for?
Yes, you can. To access the Online Account of the person you care for, you first need to register as their representative.
Once you’ve registered as their representative, you can access their Online Account by clicking the “Relationships” tile from your Online Account home page.
