How to Navigate My Aged Care. A Complete Plain English Guide for Australian Families.

My Aged Care is the Australian Government’s entry point to aged care services — and for most families it is the first and most confusing step in what can feel like an overwhelming process. The website is complex, the phone queues are long, and the terminology is unfamiliar. Most families have no idea where to start, what to ask, or what to expect. This complete plain English guide walks you through every step of the My Aged Care process — from your first phone call to finding a provider — so you know exactly what to do and what to expect at every stage.

What is My Aged Care?

My Aged Care is the Australian Government’s centralised system for accessing aged care services. It is the starting point for everything — whether you are looking for help at home, respite care, or permanent residential aged care.

Before My Aged Care existed, families had to navigate a fragmented system of different providers and services with no central point of contact. My Aged Care brought everything together in one place — but it is still far from simple to navigate.

The My Aged Care contact details:
Phone: 1800 200 422 — Monday to Friday 8am to 8pm, Saturday 10am to 2pm
Website: myagedcare.gov.au

Step 1. Contact My Aged Care

The first step is to contact My Aged Care — either by phone on 1800 200 422 or online at myagedcare.gov.au.

Who can make contact:
The older person themselves, a family member with their permission, or a carer acting on their behalf.

What you will need:
✅ Medicare card number
✅ Date of birth
✅ Current address and contact details
✅ GP details
✅ A brief description of the help needed

What happens on the first call:
My Aged Care will complete an initial screening to understand what level of support is needed. Based on this screening they will refer you to the appropriate assessment service.

The honest tip:
Be as specific and as honest as possible about what your loved one is struggling with during the screening call. Downplaying difficulties can result in a lower level of assessment than is actually needed.

Step 2. The Assessment Process

Based on your initial screening, My Aged Care will refer you to one of two assessment services.

Regional Assessment Service:
For lower level support needs — help at home with tasks like cleaning, shopping, personal care, and social support. The Regional Assessment Service assesses eligibility for Commonwealth Home Support Programme services.

Aged Care Assessment Team:
For higher level support needs — more complex care requirements, Home Care Packages, or residential aged care. The Aged Care Assessment Team — known as ACAT — conducts more comprehensive assessments for people with more significant needs.

What happens during an assessment:
An assessor will visit your loved one at home — or in hospital if they are currently admitted — and ask questions about their daily living, health, social situation, and what they are finding difficult. The assessment usually takes one to two hours. Family members or carers are welcome and encouraged to attend.

How long does it take:
The initial contact and referral is usually straightforward. The wait for an assessment appointment varies significantly by region — from a few days in some areas to several weeks in others. If your loved one is in hospital and waiting for discharge, flag this urgently as hospital cases are prioritised.

Step 3. Understanding Your Assessment Outcome

After the assessment, your loved one will receive a letter outlining the outcome and what services they have been approved for.

The main outcome categories:

Commonwealth Home Support Programme:
Entry level support for people who need a small amount of help to continue living independently at home. Services include cleaning, personal care, meal preparation, transport, and social support.

Home Care Package:
For people with more complex needs who require coordinated, ongoing support at home. Home Care Packages come in four levels:

Level	Support needs	Annual package value
Level 1	Basic	~$10,000 AUD
Level 2	Low	~$17,000 AUD
Level 3	Intermediate	~$37,000 AUD
Level 4	High	~$56,000 AUD

Residential Aged Care:
For people whose care needs can no longer be met at home. Approval for residential aged care is granted after ACAT assessment.

Short Term Care:
Respite care, transition care, and short term restorative care for people recovering from illness or injury or whose carer needs a break.

Step 4. Home Care Packages. The Queue and the Wait.

Home Care Packages are one of the most important and most misunderstood parts of the My Aged Care system.

The national priority queue:
Once approved for a Home Care Package, your loved one enters a national priority queue. Position in the queue is determined by the date of approval and the urgency of need — not by who applies first.

The honest reality about wait times:
Wait times for Home Care Packages have historically been significant — particularly for higher level packages. The Australian Government has been working to reduce wait times and the situation has improved in recent years — but waits of several months are still common for Level 3 and Level 4 packages.

What to do while you wait:
✅ Access Commonwealth Home Support Programme services in the interim
✅ Consider privately funded home care services to bridge the gap
✅ Contact My Aged Care regularly to confirm your position on the queue has not changed
✅ Notify My Aged Care immediately if your loved one’s situation deteriorates

The honest tip:
Do not wait until a crisis to apply. The queue means that applying early — even before care is urgently needed — gives your loved one a better position when the time comes.

Step 5. Choosing a Home Care Provider

Once a Home Care Package becomes available, your loved one will be notified and given time to choose a provider.

How to find providers:
The My Aged Care website has a provider finder tool at myagedcare.gov.au/find-a-provider — search by location and service type to find providers in your area.

Questions to ask a provider:
✅ What is your hourly rate and what does the package cover?
✅ What fees do you charge for administration and case management?
✅ Can I choose my own support workers?
✅ What happens if my needs change?
✅ What is your complaints process?
✅ Can I speak to current clients for a reference?

The honest warning:
Provider fees vary significantly. Some providers charge high administration and case management fees that significantly reduce the amount of the package available for actual care. Always ask for a full breakdown of fees before signing anything.

Know your rights:
You have the right to change providers if you are not satisfied. You have the right to a monthly statement showing how your package funds have been spent. You have the right to direct your own care.

Step 6. Residential Aged Care

For people whose needs can no longer be safely met at home, residential aged care — commonly known as a nursing home or aged care facility — may be the next step.

How to find a facility:
The My Aged Care website has a facility finder at myagedcare.gov.au/find-a-provider. The Aged Care Quality Commission publishes star ratings for every approved aged care facility in Australia at agedcarequality.gov.au.

Understanding the costs:

Basic daily fee:
Every resident pays a basic daily fee — currently approximately $60 to $65 AUD per day — which covers accommodation, meals, laundry, and basic care.

Means tested care fee:
An additional fee based on your income and assets. Not everyone pays this — it depends on your financial situation. A financial advisor can help you understand what you will pay.

Refundable accommodation deposit:
A lump sum payment — typically $300,000 to $700,000 AUD depending on the facility and location — that is refunded in full when your loved one leaves the facility. Alternatively a daily accommodation payment can be made instead of the lump sum.

The honest tip:
Engage a specialist aged care financial advisor before committing to any financial arrangements. The costs and implications are complex and a specialist can save your family significant money.

Common Mistakes Families Make

Waiting too long to apply:
The single most common mistake. Apply as early as possible — before a crisis — to secure a better position on the Home Care Package queue.

Not being honest during assessment:
Downplaying difficulties during the assessment results in a lower approval level. Be specific and honest about everything your loved one struggles with.

Not understanding provider fees:
Some providers take a significant proportion of the package in fees. Always get a full fee breakdown before signing.

Not knowing your rights:
You have the right to change providers, direct your own care, and receive monthly statements. Know your rights and exercise them.

Not appealing an outcome you disagree with:
If you believe the assessment outcome does not accurately reflect your loved one’s needs, you have the right to request a review. Contact My Aged Care to start the review process.

Key Resources

Resource	Contact
My Aged Care	1800 200 422 or myagedcare.gov.au
Aged Care Quality Commission	agedcarequality.gov.au
Carer Gateway	1800 422 737 or carergateway.gov.au
Elder Rights Advocacy	Search your state name plus elder rights advocacy
Aged Care Financial Advisors	Search aged care financial advisor plus your city

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