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My Aged Care Service Charter

Welcome to My Aged Care

My Aged Care is here to help you with information on services for yourself or someone you care about. It may be the first time you have had to look for aged care services or you may already be getting a service and want to see what else is available.

We have information on:

  • services you can have in your own home and community such as:
    • help with housework
    • maintenance and modifications to your home
    • help with meals and food preparation
    • help with transport
    • nursing care
    • help with personal care such as bathing and dressing
    • allied health support such as physiotherapy or podiatry
    • social support and activities
    • people you can talk to through counselling services
    • help staying physically active
    • goods and equipment to help you
    • support for carers
    • support for people living with dementia
    • respite (short term care)
  • residential aged care services including:
    • the accommodation and support they provide, including respite care
    • where they are
    • any specialities - such as cultural or dementia specific care
  • the process of assessment and its importance to understanding your situation and needs and determining your eligibility for services
  • the fees you may be required to pay for the service you receive.

We will work with specialist organisations, such as multicultural, dementia and carer support services, to make sure appropriate information and support is provided to you.

You can get the information you need by:

  • visiting the My Aged Care website
  • speaking with our helpful and knowledgeable staff on 1800 200 422 between 8am and 8pm Monday to Friday or between 10am and 2pm on Saturdays.

What you can expect from My Aged Care:

  • prompt, reliable and confidential services
  • polite, helpful and knowledgeable staff
  • clear information, available in other
    • languages if you speak another language
    • formats if you have hearing difficulties or a vision impairment
  • help to find government funded aged care services
  • prompt resolution of any complaint or concern you have with My Aged Care.

We will always:

  • protect your personal information
  • respect you and the choices you make
  • respect and support your cultural background, sex, sexual orientation or gender identity
  • respect your right to have an advocate
  • inform you about your options, rights and responsibilities
  • explain why if we are unable to help you and point you to other assistance that may be available.

We will not:

  • provide you with legal, medical or financial advice
  • seek information about you from another person or organisation without your permission.

You can help us to help you by:

  • giving us accurate information about yourself, your needs and situation
  • giving us feedback on how we can improve our services.

Need an interpreter?

If you speak a language other than English you can phone the Translating and Interpreting Services (TIS) on 131 450. TIS covers more than 100 languages and is available 24 hours a day, 7 days a week, for the cost of a local call. Alternatively, you can call the National Contact Centre on 1800 200 422 (between 8am and 8pm on weekdays or 10am and 2pm on Saturdays), and we will organise an interpreter through TIS to support the contact centre in communicating with you.

My Aged Care also includes information on aged care in other languages.

If you have a hearing or speech impairment?

People who are deaf or who have a hearing or speech impairment can contact My Aged Care through the National Relay Service in two easy steps:

  1. Visit the National Relay Service website to choose your preferred access point
  2. Ask for My Aged Care on 1800 200 422.

Last reviewed: 30 June, 2015.