Frequently Asked Questions
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If you’ve realised that you need some help and want to access aged care services, the first step is to get assessed.
There are a few ways to apply for an aged care assessment:
Apply online: You can complete the online application for yourself or on behalf of a family member or friend. You will need your Medicare card to hand. The application takes 10 to 15 minutes.
Apply on the phone by calling My Aged Care on 1800 200 422: If you need assistance on the call, there are support options available.
Apply in person: If you would prefer to talk to someone face to face, you can make an appointment with an Aged Care Specialist Officer (ACSO) at a Services Australia centre by calling 1800 227 475.
Once your application is complete, an assessment organisation will call you (or someone you choose) to discuss your needs and, based on the discussion, arrange a date for the assessment.
Assessments are carried out in your home by a trained assessor. They can also be arranged at other locations or via telehealth when necessary.
To apply online go to the following Link
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After making your application for an aged care assessment, an assessment organisation will call you. During the call, they will confirm your needs based on the information you provided.
This includes confirming your eligibility and any need for language or advocacy support services. They will also arrange a time for your assessment.
You might feel worried about having an assessment but knowing what to expect can help you be prepared. The assessment is a key step towards getting the support you need.
Assessments are done in person, usually at your own home (or current residence). You don’t need to go anywhere.
How should I prepare for my assessment?
Organising everything you need before the assessment can help you feel more relaxed and confident. Think about your goals, needs, wishes and preferences in advance. For example, you may want to have someone with you at the assessment, such as a family member, friend or carer, registered supporter, Elder Care Support worker, care finder or interpreter.
If you want, someone supporting you can give the assessor information before your assessment.
Arranging someone to be with you
You can choose to have a family member, friend, carer or registered supporter with you during your assessment.
If you need an interpreter, you can request one at any time in the process.
If you want someone to be involved with you in aged care discussions, help to access and update information, and/or support you to make or communicate your own decisions, you can request to register that person as your supporter. The assessor can do this for you during your assessment.
Learn more about registered supporters and how they can help you.
If you’re an older Aboriginal and/or Torres Strait Islander person, you can also have an Elder Care Support worker attend the assessment with you to help make it more culturally safe and support you through this process.
If you want someone to support you during the assessment but don’t know anyone you’re comfortable receiving help from, a care finder may be able to attend with you.
The Older Persons Advocacy Network can also help you and give you information about your rights. Advocates are available to if you’re seeking or receiving aged care services. This is a free service. To find out more, call the National Aged Care Advocacy Line on 1800 700 600 (free call) or visit the Older Persons Advocacy Network website.
Gathering information
The assessor will ask to see some documents and will also need some information. For the assessment, make sure you’re prepared with:
your Medicare card and one other form of ID – such as driver's license, healthcare card, passport or DVA card
a copy of any referrals from your doctor
contact details for your GP or other health professionals
information on any support you receive
information you already have about aged care services that you may want to discuss.
Preparing questions to ask the assessor
You may also like to prepare some questions in advance. These include:
What services are available to help me reach my goals?
What services are available locally, and what are the waiting times?
What support is there for my carer?
Are there service providers and staff that speak my language or understand my identity and life experiences, or spiritual or cultural beliefs and needs?
How can I contact the assessor if I have any questions after the assessment?
What will happen at the assessment?
Before starting, your assessor will ask if you agree to have the assessment. They may also ask for your permission to talk to people who support you, such as family, your carer, registered supporter or nominated Elder Care support person.
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Support at Home includes a defined service list. The service list provides guidance on the services for which Support at Home funding can be used.
The Support at Home service list includes:
3 participant contribution categories
14 service types (each within a contribution category)
49 services (each within a service type).
The service list provides a list of activities that are in and out of scope for each service type.
Download full service List from the following link
https://www.health.gov.au/resources/publications/support-at-home-service-list?language=en
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If you are eligible for the Support at Home program, it’s important to understand what contributions you may have to pay. You should also know how much the government will contribute and how your budget works.
What government funding is available?
Once you've been assessed and approved to receive Support at Home, you will be assigned a Support at Home classification. This government funding will help meet your assessed care needs.
Classifications include:
ongoing services with:
8 different ongoing funding classifications
4 transitioned Home Care Package classifications (if approved on or before 31 October 2025)
short-term services with 3 short-term pathways:
Assistive Technology and Home Modifications (AT-HM) scheme
Restorative Care Pathway
End-of-Life Pathway.
What contributions might I have to pay?
Contributions will be different for everyone, and will be based on:
The type of service you receive
Clinical supports: You will make no contribution for clinical support services such as nursing and physiotherapy. This is fully funded by the government.
Independence: You will make a moderate contribution for independence services such as personal care, and products and equipment under the AT-HM scheme.
Everyday living: You will make the highest contributions for everyday living services such as domestic help and gardening.
Your income and assets
The percentage of your contribution will depend on your financial circumstances. This is determined by an income and assets assessment. Full pensioners will make the lowest contribution, and self-funded retirees who are not eligible for a Commonwealth Seniors Health Card (CSHC) will make the highest contribution.
Note: The pension includes the age pension and any other income support payment.
If you don't provide your income and assets information to Services Australia, you will be given a ‘means not disclosed’ status and your contributions will be set at the maximum rate.
Your provider must support you to understand your contributions.
When you were approved for services
If you were approved for a Home Care Package or Support at Home after 12 September 2024, you will be subject to the standard contribution arrangements.
If you were receiving or approved for a Home Care Package on or before 12 September 2024, you are no worse off under Support at Home.
If you were assessed as having to pay Home Care Package fees, you will pay the same or less under Support at Home.
If you were assessed as not having to pay fees, you will never be asked to pay contributions under Support at Home.
The Home Care Package lifetime cap of $84,572 (indexed annually) remains for Support at Home contributions.
Services Australia will notify you and your provider of the contribution percentages you need to pay to your provider.
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Working out how much you pay is a key step when deciding what aged care services are right for you.
Go to Support at Home fee estimator
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As your needs and situation change, your aged care provider may no longer be able to provide the services and care you need. You may have been reassessed for new services that your current provider doesn’t offer. Maybe you’re moving house, and your provider doesn’t operate in that location. Or maybe you’re not happy with your current provider.
You have the right and the ability to change providers at any time, to suit your changing needs and preferences.
Please go to following link for more information
https://www.myagedcare.gov.au/what-do-when-your-needs-change/how-change-providers
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Learn about your rights and how to raise complaints or share concerns about your aged care experience.
For More information Call your Care Partner, Call your local Provider office or go to following link
https://www.myagedcare.gov.au/understanding-your-rights-and-how-raise-concerns
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Everyone deserves access to high-quality care and support as they age – whether you remain in your own home or move into an aged care home. The new Aged Care Act, which commenced on 1 November 2025, makes positive, lasting changes to aged care to put your rights, wishes and needs first.
The new Act features:
a Statement of Rights for older people
improved choice and control
fair costs through funding and pricing protections
better support for people to continue living at home
strengthened Aged Care Quality Standards and stronger powers for the Aged Care Quality and Safety Commission
improved complaints handling and resolution
improved quality of care including obligations on providers to be more transparent and accountable.
These changes are important for everyone in Australia. We all want to feel confident that we can access affordable, safe and suitable support as we age.
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This is your personalised guide to aged care. Here you can find your checklist, helpful information to suit your needs, your saved items and your preferences. Get started with the next step in your checklist below, or use the sidebar to explore the different sections of My Guide to Aged Care (My Guide).
Click on the following link to build your own Dashboard for My Aged Care Services
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For interpreting services (offered through TIS National), call 131 450 and ask the interpreter to contact My Aged Care on 1800 200 422.
For Aboriginal and Torres Strait Islander interpreting services, call My Aged Care on 1800 200 422 and ask for an interpreter.
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Please be aware that My Aged Care/ Australian Community Aged Care will never:
contact you directly through social media (such as Facebook) or other messaging platforms (such as WhatsApp, WeChat, Weibo), or
ask you for your bank details.
If you believe someone is trying to scam you (claiming to be from My Aged Care or Australian Community Aged Care), please call My Aged Care on 1800 200 422 or Australian Community Aged Care at 08 7094 3155 to follow up.
If you would like to report a scam, visit the Scamwatch website.