The first step to access government-funded aged care services is to call My Aged Care on 1800 200 422.
Our friendly and knowledgeable contact centre staff will talk with you about your needs and circumstances. If we think My Aged Care services can help, we’ll refer you for a face-to-face assessment.
All our staff are trained to talk to people in a range of situations and are ready to answer your questions to help find the best options for you.
What do I need for the call?
Have your Medicare card ready to make it easier for us to discuss your needs. The call takes at least 10 minutes, so make sure you have a little time to spare.
What happens on the call?
Our priority is getting you the help you need. To do this, we’ll ask about:
- your health
- how you’re managing at home
- any support you’re currently receiving.
Your answers will help us understand your needs, and you may be referred for a face-to-face assessment.
We can keep a record of this discussion, so you won’t have to provide the same information again at your assessment.
Who can support me?
A family member, friend, or carer can be with you during the call. With your permission, they can also talk on your behalf.
If you want someone to speak and act on your behalf on an ongoing basis, you can appoint them as your representative with My Aged Care. This will allow My Aged Care to talk to them about your aged care.
Read our Appointing a representative page for more information.
You can also get help from an advocate through the Older Persons Advocacy Network (OPAN). With your consent, an advocate can also speak to My Aged Care on your behalf.
Read our Advocacy page for more information.
The National Relay Service is available if you have a hearing or speech impairment.
The Translating and Interpreting Service is available if you need help or want to communicate in a language other than English.
Read our Accessible for all page for more information.
What happens after I call?
With the information you give us, we’ll let you know if you are eligible for a face-to-face assessment.
If you are eligible, an assessor will contact you within three weeks to arrange a face-to-face assessment. If you don’t receive a call in this time, you can call My Aged Care on 1800 200 422 for an update.
This assessment can determine exactly what you need, and can even let you know about services you may not have thought about.
If you have immediate needs, My Aged Care may refer you directly to services before your assessment takes place.