Concerns about My Aged Care

If you have a concern about the service or information you receive from My Aged Care, you should contact them in the first instance to discuss the issue and ask for their help.

If you can’t resolve the issue when you call, My Aged Care will give you a reference number to track the progress of your complaint. You should receive a response within 10 business days.

Concerns about your home support assessment (with an R A S)

If you have concerns about your assessment, you should talk to your Regional Assessment Service assessor or their organisation in the first instance. They may be able to help.

If you do not know the organisation’s details, you can call My Aged Care to find out.

R A S organisations have complaints procedures in place to work with you to address your concerns. If you cannot first resolve the issue with your R A S assessor or their organisation, you can call My Aged Care.

Concerns about your comprehensive assessment (with an A C A T)

All Aged Care Assessment Teams (A C A T, or A C A S in Victoria) have procedures in place to work through your concerns. If you have concerns about your assessment, you should talk to your A C A T assessor or manager in the first instance to see if they can help.

If you do not know the A C A T organisation’s details, the My Aged Care contact centre can give you this information.

Aged Care Assessment Teams are employed by state and territory governments. If you cannot first resolve the issue with your A C A T, ask them to give you the contact details of your state or territory government department manager.

Concerns about the outcome of your comprehensive A C A T assessment

If you do not agree with the assessment outcome in your approval letter from the A C A T, or you want to discuss any issues about the decision, contact your A C A T. If you or someone acting on your behalf still have concerns you can ask for a review of the decision.

Write to the Secretary of the Australian Government Department of Health, within 28 days of receiving your approval letter, outlining why you think the decision should be changed.

Please send to

The Secretary
Department of Health
Attention Aged Care Assessment Program Reconsiderations
G P O Box 9 8 4 8
ADELAIDE South Australia 5 0 0 1

If you don’t receive a letter explaining the assessment outcome from the A C A T, you will need to contact the A C A T and request a copy.

If you don’t agree with the outcome of 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.

Concerns about the care and services you receive

You can make a complaint about any aspect of the care and services you receive from an Australian Government-subsidised service provider. This might include:

  • the quality of your care
  • the choice of activities in your aged care home
  • your personal care and hygiene
  • your meals
  • how you interact with or are treated by staff
  • your physical environment.

First talk to your service provider about your concerns

It is often best to talk to your service provider about your complaint first to see if they can help. They are there to support you and should listen to your concerns. If you like, you can have a family member, friend, carer or an aged care advocate with you when you meet with your aged care service provider.

Making a complaint to the Aged Care Quality and Safety Commission

Sometimes complaints can’t be resolved by the service provider. You may also not feel comfortable raising your concerns directly with them. Anyone who wishes to make a complaint has the right to contact the Aged Care Quality and Safety Commission. This is a free service.

Choose your preferred method

Phone

Call 1 8 0 0 9 5 1 8 2 2
Call 1 8 0 0 2 0 0 4 2 2

Phone hours

Monday to Friday 9 A M to 5 P M Australian Eastern Standard Time
Monday to Friday 8 A M to 8 P M
Saturday 10 A M to 2 P M

Online Forms

Go to The Aged Care Quality Commission Website.

Post

Please send to

My Aged Care Complaints
P O Box 2 1 0, Balwyn, V I C, 3103

If you have any concerns about the service or information you receive from My Aged Care, you can write to us at the above address. We aim to respond to all complaints within 10 days of receipt.

Aged Care Quality and Safety Commission
G P O Box 9 8 1 9 your capital city and state or territory

Fax

Fax 1 8 0 0 7 2 8 1 7 4

Referral

Go to Make a Referral.

Referral

Apply for an assessment online.

Online enquiry

Personal details

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Terms and conditions

Got a question? We’re here to help.

Use the Contact us tool above to find the right contacts for your enquiry.

Arranging the aged care services you need can be a complex and daunting task - that’s why My Aged Care is here to help. We can provide support to help you access Australian Government-funded aged care services.

You can call the My Aged Care contact centre on 1800 200 422 (Freecall*).

We are open:

  • Monday to Friday: 8am to 8pm
  • Saturdays: 10am to 2pm
  • Closed on Sundays and national public holidays.

If you are calling from overseas, dial +61 2 6289 1555 (Monday to Friday 8.30am to 5.30pm AEST) and ask for the My Aged Care contact centre.

* 1800 numbers are free from landlines and most mobile phones. Check with your mobile phone provider for more information.

You can visit us in person

Face-to-face aged care support is now available at dedicated Services Australia service centres.

You can book an appointment to speak to an Aged Care Specialist Officer (ACSO) in person by calling 1800 227 475 on weekdays from 8am to 5pm.

The face-to-face support will rollout to 80 locations by December 2022. This includes 10 ACSOs to provide face-to-face support to older Australians in rural and regional areas.

You can visit the Services Australia website for more information on the latest ACSO locations.

You can also write to us at:

PO Box 1237
Runaway Bay
QLD 4216

Need help with calling us?

  • You can ask someone to speak on your behalf. Find out how on our representatives page.
  • For translating and interpreting services, call 131 450 and ask for 1800 200 422.
  • To use the National Relay Service to choose your preferred access point on their website, or call the NRS Helpdesk on 1800 555 660.
  • If you are Aboriginal and/or Torres Strait Islander, you may also be able to connect with My Aged Care through Interpreter Connect. Visit our Accessible for all page for details on what languages are covered and how to access this service.

While we are happy to help you access aged care services - if it’s an emergency, please call 000. Or contact your GP for non-life threatening health issues.

Avoiding and reporting scams

Please be aware that My Aged Care will never:

  • contact you directly through social media (like Facebook) or other messaging platforms (such as WhatsApp, WeChat, Weibo)
  • ask you for your bank details.

If you believe someone is trying to scam you (claiming to be from My Aged Care), please call My Aged Care on 1800 200 422 to follow up.

If you would like to report a scam, visit www.scamwatch.gov.au.

Let us know when something changes

If you or your family have moved address, need to change a representative or perhaps someone has passed away, please let us know. You can do this by updating the details in your Online Account or by calling the My Aged Care contact centre. When you call, we will ask for your name and address, date of birth and your Aged Care (AC) number.

If a loved one passes away, you can let us know through the Australian Death Notification Service, by phone, or through a linked Online Account. Visit our page on notifying us when someone passes away.

Accessible services and information

Whatever your background, culture, location, or needs, find out how to access the services you need.

  • Get support to contact My Aged Care in your language, or read aged care information in 22 languages. This includes Italian, Vietnamese, and Chinese.
  • Read about the help available for people of all backgrounds, abilities and situations. This includes LGBTI, Aboriginal and Torres Strait Islander people, veterans, and more.

Read more about how we are making services accessible for all.

About My Aged Care

Find out more about My Aged Care and what we do, by visiting our About us page. You can also download our aged care booklets, by visiting our Resources page.

Our complaints process

We welcome feedback, so please use the Contact Us tool to give your feedback online. Or find the best phone or postal contacts. Or read more about our complaints process.

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