Yes, there are two types of representative: regular and authorised. The one you choose to set up depends on your situation.
Appointing a representative
If you want help talking to My Aged Care about your aged care services and needs, you can ask someone you trust to speak and act on your behalf. For this to happen, you need to register them as your representative.
To make someone your representative, you will need to give your consent. For those who are unable to give their consent, their nominated representative will need to provide some documents to show proof of their appointment. Find out more in the links below.
Anyone you choose can be set up as your representative, and you can have more than one. For example, your representative(s) can be:
- a family member
- a friend
- your carer
- a health professional like your GP
- an advocate
- a service provider
Once you have appointed a representative, they have the ability to:
- Communicate for you
- talking to and giving information to My Aged Care, assessors, and service providers
- receiving your letters and phone calls
- getting information about your progress in My Aged Care
- being your point of contact for information on your assessment and services.
- Make decisions on your behalf
- acting on your behalf
- making decisions about aged care assessment and referrals for services
- viewing and updating aged care information through the contact centre or on the My Aged Care Online Account via myGov.
When you appoint a representative, they will receive their own My Aged Care client number. They will need to use this each time they call, so we know we’re speaking to the right person.
Are there different types of representatives?
If you are able to give someone consent to speak and act for you, they can be set up as a regular representative.
This person can speak and act for you, but must:
- seek your permission before discussing your personal My Aged Care information with anyone
- consult you on all decisions and actions they make on your behalf.
When you have a regular representative, you can still communicate directly with My Aged Care and the assessor directly if you want.
A regular representative will also receive copies of your Home Care Package letters. If they don’t want to receive these letters, they can call My Aged Care to opt out.
If you are no longer able to make decisions for yourself, an authorised representative will be needed.
This person can speak and act for you, but must:
- ensure that decisions and actions made on your behalf are in your best interest, and
- keep your personal My Aged Care information confidential and not disclose it to any unauthorised persons.
When an authorised representative is set up, the person receiving care can no longer make their own decisions or discuss their care needs independently. An authorised representative will also receive a copy of your Home Care Package letters.
You can appoint a representative at any stage during the My Aged Care process. How you set this up depends on the type of representative you need.
If you want to set up a regular representative, you can do one of the following:
- Call My Aged Care on 1800 200 422 with your chosen representative. Make sure they have their Medicare number ready.
- Ask your assessor during your assessment. If your representative is with you at your face-to-face assessment, you can ask the assessor to add them as a representative.
- Complete Part A and Part B of the Appointment of a Representative Form. You and your representative can complete this together. You will need to print this form, fill it out and then, either:
- fax it to: 1800 728 174, or
- mail it to: My Aged Care, PO Box 1237, Runaway Bay, Queensland, 4216.
Important: If you want to check that My Aged Care has received the form, please wait before calling (two business days for fax, six business days for mail).
To set up an authorised representative, follow these steps:
Step 1. Complete the Appointment of a Representative Form
Step 2. Gather supporting documents
The type of legal documents required to set up an authorised representative depends on whether a legal representative has been appointed.
If a legal representation is in place, My Aged Care will need to receive one of the following:
- Guardianship Order
- Enduring Guardianship and a letter from a Medical Practitioner that states the client cannot act on their own behalf
- Enduring Power of Attorney (ACT, QLD and Vic only) and a letter from a Medical Practitioner that states the client cannot act on their own behalf
- Advance Health Directive (ACT and WA not included), or similar, and a letter from a Medical Practitioner that states the client cannot act on their own behalf.
If a legal representation is not yet in place, My Aged Care will need:
- a letter from a Medical Practitioner stating the older person lacks the capacity to act on their own behalf, and
- a statutory declaration from the most appropriate person to act as representative.
Important note about legal documents
The rules in each state and territory are different, so contact the relevant authority where you live, or your legal advisor.
See information on legal documents and the role of substitute decision makers in your state or territory:
- Australian Capital Territory
- New South Wales
- Northern Territory
- South Australia
- Western Australia
Step 3. Provide your documents to My Aged Care
You can provide your documents in one of the following ways:
- Upload a PDF version of your documents to the My Aged Care Online Account. View Your Online Account Guide: Documents for step-by-step instructions.
- Fax your documents to: 1800 728 174
- Mail them to: My Aged Care, PO Box 1237, Runaway Bay, QLD 4216
- If you have a face-to-face assessment coming up, you can also ask the assessor to set up an authorised representative. You will need to have the appropriate legal documents listed above.
Important: If you want to check that My Aged Care has received the form and legal documents, please wait before calling (two business days for fax, six business days for mail).
Yes, if you or your representative need to make changes, or you want to add a new regular representative, you can call My Aged Care on 1800 200 422.
Authorised representatives can call My Aged Care to make changes, but for a new authorised representative to be set up, they will need to follow all the steps outlined under Setting up an authorised representative.