Frequently asked questions | My Aged Care 2

Frequently asked questions | My Aged Care 2



Frequently asked questions

PrintShare


On this page

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?



Depending on your care needs, you can get services through the Commonwealth Home Support Program, National Aboriginal and Torres Strait Islander Flexible Aged Care program, the Multi-Purpose Service Program or the Support at Home program.

An aged care assessment determines if you are eligible to access services under one of these programs.

Learn more about how to apply for an assessment.

What home support services can I get?



If you’re eligible to receive home support services, there are multiple programs that can help you live independently at home for longer.

These can include services to:  

• help you prepare meals or shop for food
• help you with showering or dressing
• help manage medications
• help maintain your mobility
• keep you safe at home, like cleaning, home maintenance and mobility assistance
• connect with your community, like transport to appointments or activities, in-home social visits and group activities.

You will need to apply for an assessment through My Aged Care to find out which of these services and programs you’re eligible to receive.

Learn more about help at home.

What is the Support at Home program?

The Support at Home program replaced the Home Care Package Program and the Short-Term Restorative Care Programme. It improves access to services, products, equipment and home modifications to help you live independently at home for longer.

Support at Home is an option if you need a coordinated approach to the delivery of your help at home, and if you need help with everyday tasks or have more complex care needs.

Learn more about the Support at Home program.

Did Support at Home replace Home Care Packages?

Yes. The Support at Home program, which was introduced on 1 November 2025, replaced the Home Care Package Program and the Short-Term Restorative Care Programme.

For more information about transitioning to the Support at Home Program, we have put together a number of resources.

What is the difference between the Commonwealth Home Support Program and the Support at Home program?



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.

Support at Home is for people who have more complex needs, or need help with everyday tasks to live safely and independently.

CHSP will become part of the Support at Home program no earlier than 1 July 2027.

Costs and fees
Expand all

What will aged care cost me?



The cost of aged care services varies from person to person. How much you pay depends on the type of care you are eligible for, the aged care provider you choose and your financial situation. 

While the Australian Government may contribute to the cost of your care, you will also be asked to contribute if you can afford to.

Learn more about how aged care costs work.

What will short-term and respite care cost me?



Short-term care is available through multiple aged care programs, depending on your needs and availability. What you can be asked to contribute depends on the type of care and services you receive.

There are also multiple types of respite care depending on your eligibility, needs and the services available near you.

Learn more about short-term care costs and costs for respite care.

What is an income assessment for Support at Home?



If you’ve been approved for the Support at Home program, your contributions will depend on your services, your income and assets. To find out how much you will contribute, you will need an income and assets assessment.

Learn more about income and assets assessments for Support at Home.

What is a means assessment for residential aged care?



If you're moving into an aged care home (residential aged care), you may have to pay contributions based on your means (income and assets) for your accommodation costs.

You will need your means assessed to determine how much you might pay and how much the Australian Government will contribute. Arrangements may be different if you access care under a specialised aged care program.

Learn more about means assessments for residential aged care.

Can I see income and means assessments results or applications in my Online Account?



No. Means assessments are administered by Services Australia or the Department of Veterans’ Affairs (DVA), so this information is not available in your My Aged Care Online Account.

Learn more about income and means assessments on the Services Australia website, or the DVA website if you are a veteran or war widow/widower.

Where do I find an aged care provider’s operational costs and finances?



All government-funded aged care providers need to report information to the Australian Government about their operations and how they manage their money. You can use the Find a provider tool to see what some providers have reported spending on care, staffing, food and other expenses. This information is available in the ‘Finances and organisation’ section on aged care home and Support at Home providers’ profile pages.

You can use this information to help you learn more about a provider and decide if they are right for you. If you access aged care through a specialised service, not all operational and financial information may be available.

Learn more about understanding financial information on Find a provider.

I entered care before 1 November 2025. How do the changes impact me?



On 1 November 2025, the way fees are worked out for aged care homes changed, and the Support at Home program replaced Home Care Packages. These changes were part of reforms to make the aged care system more sustainable and equitable. 

The ‘no worse off principle’ means that if you were: already receiving or approved for a Home Care Package on or before 12 September 2024, or
in permanent residential care on or before 31 October 2025;

You can choose to either stay on your current fee arrangements or opt in to the new arrangements. Older people who are assessed as eligible for a Home Care Package before the start of the new Act will receive an equivalent amount of Support at Home funding to their assessed Home Care Package level.

Learn more about aged care costs if you entered care between 2014 and 2025.

What if I can’t afford my aged care costs?



If you’re worried that you may not be able to afford your care, you can ask to be considered for financial hardship assistance. You should talk to your provider about your options first.

Each case is assessed on an individual basis. If you are eligible, the Australian Government will pay some, or all, of your fees and charges – helping you to get the care you need.

Learn more about financial hardship assistance.

Financial hardship arrangements are different if you access care through the Commonwealth Home Support Program, the Multi-Purpose Service Program, or the National Aboriginal and Torres Strait Islander Flexible Aged Care program.

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?




===