Frequently asked questions
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Getting started
I need emergency aged care
Assessments and applying for aged care
Accessing my information
Getting help at home
Costs and fees
Aged care homes
Respite care and carers
Setting up services
Managing my care
Quality of care
Getting support to navigate aged care
Changes to aged care
Getting started
Expand all
I need some help. How do I get started?
How does My Aged Care help?
What services are available?
How do I access government-funded aged care?
If I’m not eligible for government-funded aged care – are there other options?
I want to apply for My Aged Care, but English isn’t my first language. Is there support available?
I want to call My Aged Care, but I have trouble speaking or listening on the phone. Can I get help?
Should I register now, even if I don't need aged care yet?
I need emergency aged care
Expand all
I need urgent help. What can I do?
Something unexpected has happened and my carer cannot look after me. How can I get emergency respite care?
I’m leaving hospital soon and I need care when I get home. What are my options?
A loved one or family member suddenly needs aged care. What can I do?
Assessments and applying for aged care
Expand all
How do I apply for aged care services?
What happens when I apply for an assessment?
What is an assessment organisation? Who are aged care needs assessors?
What happens at an assessment?
What do I need to have ready for an assessment?
Does an assessment cost me anything?
How long does it take to find out if I’m eligible for services?
What happens once I’m assessed as eligible for services?
I just want one specific service. Do I need to have an assessment?
Accessing my information
Expand all
How do I set up my Online Account?
How do I access my Online Account?
What can I do in my Online Account?
What is an Aged Care ID and what do I do with it?
Can I use my Online Account to check the progress of my application / assessment in My Aged Care?
Where do I find my referral code?
I’m supporting an older person. How do I see their My Aged Care Online Account?
What information is available in My Health Record?
Getting help at home
Expand all
How do I get help at home?
What home support services can I get?
What is the Support at Home program?
Did Support at Home replace Home Care Packages?
What is the difference between the Commonwealth Home Support Program and the Support at Home program?
Costs and fees
Expand all
What will aged care cost me?
What will short-term and respite care cost me?
What is an income assessment for Support at Home?
What is a means assessment for residential aged care?
Can I see income and means assessments results or applications in my Online Account?
Where do I find an aged care provider’s operational costs and finances?
I entered care before 1 November 2025. How do the changes impact me?
What if I can’t afford my aged care costs?
Aged care homes
Expand all
What is an aged care home? What care and services do they provide?
What is the difference between an aged care home, residential aged care, and a nursing home?
When should I consider an aged care home rather than help at home?
Am I eligible for a government-subsidised aged care home?
Respite care and carers
Expand all
I’m caring for an older person. What support is available for us?
What types of respite care are available?
How can I get respite care?
Setting up services
Expand all
I’m eligible for services. What are my next steps?
How do I find a provider? What do I need to consider?
Can My Aged Care find a provider for me?
How do I find a provider for my specific cultural / care needs?
I’ve received a referral code. What’s it for?
What do I do when there are no services available in my area?
I’m approved for more than one service. Do I need to get them all from the same provider?
What is the wait time for services?
Managing my care
Expand all
Where can I find my current service or provider details?
Will I need to change providers if I move from Commonwealth Home Support Program (CHSP) services to Support at Home?
I need to make changes to my care. How do I do that?
My needs have changed, should I get reassessed?
Can I self-manage my services?
Quality of care
Expand all
Who assesses aged care homes?
Who assesses in-home aged care services?
How often are aged care homes assessed?
What are Star Ratings and where can I find them?
I have made a complaint to the Aged Care Quality and Safety Commission about an aged care home. Will this impact its Compliance Rating?
Why can't I see any Residents’ Experience Survey results for my aged care home?
Can I request to be involved in a Residents' Experience Survey for my aged care home?
Getting support to navigate aged care
Expand all
What support can I get to navigate aged care?
I want support to make or communicate my own aged care decisions. Can I choose someone to help me?
How and when do I register a supporter?
What is the difference between a representative and a registered supporter?
Can I change a registered supporter?
How can I provide a form to register a supporter to My Aged Care?
Can I access the Online Account of the person I support?
I’m an active appointed decision maker for an older person. What documents do I need to become their registered supporter?
What is an aged care advocate?
Changes to aged care
Expand all
What is the new Aged Care Act (new Act)?
How does the new Act support my rights?
What is changing in aged care because of the new Act?
How do the changes improve aged care?
Back to top
Contact us
Call 1800 200 422Monday to Friday8am-8pm
Saturday10am-2pm
More contact options
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I need emergency aged care
Assessments and applying for aged care
Accessing my information
Getting help at home
Costs and fees
Aged care homes
Respite care and carers
Setting up services
Managing my care
Quality of care
Getting support to navigate aged care
Changes to aged care
Getting started
Expand all
I need some help. How do I get started?
How does My Aged Care help?
What services are available?
How do I access government-funded aged care?
If I’m not eligible for government-funded aged care – are there other options?
I want to apply for My Aged Care, but English isn’t my first language. Is there support available?
I want to call My Aged Care, but I have trouble speaking or listening on the phone. Can I get help?
Should I register now, even if I don't need aged care yet?
I need emergency aged care
Expand all
I need urgent help. What can I do?
Something unexpected has happened and my carer cannot look after me. How can I get emergency respite care?
I’m leaving hospital soon and I need care when I get home. What are my options?
A loved one or family member suddenly needs aged care. What can I do?
Assessments and applying for aged care
Expand all
How do I apply for aged care services?
What happens when I apply for an assessment?
What is an assessment organisation? Who are aged care needs assessors?
What happens at an assessment?
What do I need to have ready for an assessment?
Does an assessment cost me anything?
How long does it take to find out if I’m eligible for services?
What happens once I’m assessed as eligible for services?
I just want one specific service. Do I need to have an assessment?
Accessing my information
Expand all
How do I set up my Online Account?
How do I access my Online Account?
What can I do in my Online Account?
What is an Aged Care ID and what do I do with it?
Can I use my Online Account to check the progress of my application / assessment in My Aged Care?
Where do I find my referral code?
I’m supporting an older person. How do I see their My Aged Care Online Account?
What information is available in My Health Record?
Getting help at home
Expand all
How do I get help at home?
What home support services can I get?
What is the Support at Home program?
Did Support at Home replace Home Care Packages?
What is the difference between the Commonwealth Home Support Program and the Support at Home program?
Costs and fees
Expand all
What will aged care cost me?
What will short-term and respite care cost me?
What is an income assessment for Support at Home?
What is a means assessment for residential aged care?
Can I see income and means assessments results or applications in my Online Account?
Where do I find an aged care provider’s operational costs and finances?
I entered care before 1 November 2025. How do the changes impact me?
What if I can’t afford my aged care costs?
Aged care homes
Expand all
What is an aged care home? What care and services do they provide?
What is the difference between an aged care home, residential aged care, and a nursing home?
When should I consider an aged care home rather than help at home?
Am I eligible for a government-subsidised aged care home?
Respite care and carers
Expand all
I’m caring for an older person. What support is available for us?
What types of respite care are available?
How can I get respite care?
Setting up services
Expand all
I’m eligible for services. What are my next steps?
How do I find a provider? What do I need to consider?
Can My Aged Care find a provider for me?
How do I find a provider for my specific cultural / care needs?
I’ve received a referral code. What’s it for?
What do I do when there are no services available in my area?
I’m approved for more than one service. Do I need to get them all from the same provider?
What is the wait time for services?
Managing my care
Expand all
Where can I find my current service or provider details?
Will I need to change providers if I move from Commonwealth Home Support Program (CHSP) services to Support at Home?
I need to make changes to my care. How do I do that?
My needs have changed, should I get reassessed?
Can I self-manage my services?
Quality of care
Expand all
Who assesses aged care homes?
Who assesses in-home aged care services?
How often are aged care homes assessed?
What are Star Ratings and where can I find them?
I have made a complaint to the Aged Care Quality and Safety Commission about an aged care home. Will this impact its Compliance Rating?
Why can't I see any Residents’ Experience Survey results for my aged care home?
Can I request to be involved in a Residents' Experience Survey for my aged care home?
Getting support to navigate aged care
Expand all
What support can I get to navigate aged care?
I want support to make or communicate my own aged care decisions. Can I choose someone to help me?
How and when do I register a supporter?
What is the difference between a representative and a registered supporter?
Can I change a registered supporter?
How can I provide a form to register a supporter to My Aged Care?
Can I access the Online Account of the person I support?
I’m an active appointed decision maker for an older person. What documents do I need to become their registered supporter?
What is an aged care advocate?
Changes to aged care
Expand all
What is the new Aged Care Act (new Act)?
How does the new Act support my rights?
What is changing in aged care because of the new Act?
How do the changes improve aged care?
Back to top
Contact us
Call 1800 200 422Monday to Friday8am-8pm
Saturday10am-2pm
More contact options
===
===
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