What if I have concerns about the assessment process?
If you have concerns about your assessment, you should talk to your assessor or their organisation in the first instance. They may be able to help.
All assessment organisations have their own complaints procedures in place to work with you to address your concerns. If you do not know the organisation’s details, you can call My Aged Care on 1800 200 422 to find out.
If you cannot resolve the issue with your assessor or their organisation, you can call My Aged Care to talk through your complaint.
Read more about making a complaint.
You disagree with your assessment decision
If you have had an assessment and disagree with the assessment decision, you can’t ask for a reassessment, but you do have other options.
Comprehensive assessment
If you have had a comprehensive assessment and disagree with the assessment decision, you can take the following steps:
- Contact your ACAT assessor in the first instance
Your assessor’s organisation will have their own process to resolve your complaint. Discuss any issues you have about the assessment decision with them.
- Request a review of your assessment decision
If you still have concerns after talking to your assessor, you can request a review of the decision by writing to the Secretary of the Australian Government Department of Health. In the letter you should outline why you think the decision should be changed.
The Secretary
Department of Health
Attn: Aged Care Assessment Program Reconsiderations
GPO Box 9848
ADELAIDE SA 5001
You must write to the Secretary within 28 days of receiving your assessment decision letter. You should receive a decision on your request within 90 days. There is no charge for this.
If you don’t agree with the Secretary’s review, you can go to the Administrative Appeals Tribunal, but there will be a charge. Find out more on the Administrative Appeals Tribunal website.
Home support assessment
If you have had a home support assessment and disagree with the assessment decision, you can't ask for a reassessment or a review, but you can take the following steps:
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Contact your RAS assessor in the first instance
Your assessor’s organisation will have their own process to resolve your complaint. Discuss any issues you have about the assessment decision with them.
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Call My Aged Care
If you cannot resolve the issue with your RAS assessor or their organisation, you can call My Aged Care on 1800 200 422.