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Contact us

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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 a RASan R A S)

If you have concerns about your assessment, you should talk to your Regional Assessment Service (RAS) 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.

RASR 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 RASR A S assessor or their organisation, you can call My Aged Care.

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

All Aged Care Assessment Teams (ACATA C A T, or ACASA 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 ACATA C A T assessor or manager in the first instance to see if they can help.

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

ACATsAged Care Assessment Teams are employed by state and territory governments. If you cannot first resolve the issue with your ACATA 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 ACATA C A T assessment

If you do not agree with the assessment outcome in your approval letter from the ACATA C A T, or you want to discuss any issues about the decision, contact your ACATA 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
Attn:Attention Aged Care Assessment Program Reconsiderations
GPOG P O Box 98489 8 4 8
ADELAIDE SASouth Australia 50015 0 0 1

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

  • Apply for an assessment

    Check your eligibility and apply for an assessment online.

  • Online Enquiry

    Please allow 72 hours for a callback.

  • Phone

    Available during the week and on Saturday.

  • Online Forms

    Make your complaint online.

  • Post

    Please allow 5 –to 10 business days for a response.

  • Fax

    Please allow 3 –to 5 business days for a response.

  • Make a Referral

    Refer your client/patient for an assessment.

Phone

Call 1800 951 822 1 8 0 0 9 5 1 8 2 2
Call 1800 200 422 1 8 0 0 2 0 0 4 2 2

Phone hours

Monday –to Friday 9 AM - 5 PM AEST 9 A M to 5 P M Australian Eastern Standard Time
Monday –to Friday 8 AM - 8 PM 8 A M to 8 P M
Saturday 10 AM - 2 PM 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
PO Box 210, Balwyn, VIC, 3103
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
GPO Box 9819
(Your capital city and state or territory)
G P O Box 9 8 1 9 your capital city and state or territory

Fax

Fax 1800 728 174 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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Enquiry

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Terms and conditions

Got a question? We’re here to help.

Using the tool above, select the type of help you need from the list and submit an enquiry. Or browse the different ways you can contact us below.

You can call us on 1800 200 422

The My Aged Care contact centre is here to help.

We are open:

  • Monday to Friday: 8am to 8pm 
  • Saturdays: 10am to 2pm

(Closed on Sundays and national public holidays)

This number is free to call from Australian landlines and some mobile phones. Please check with your mobile service provider. 

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.

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.
  • For Aboriginal and Torres Strait Islander interpreting services, call My Aged Care on 1800 200 422 and ask for an interpreter. A list of languages is available on the Accessible for all page. 
  • To use the National Relay Service, choose your preferred access point on their website or call the NRS Helpdesk on 1800 555 660.
  • To access Sign Language Interpreting Services through Deaf Connect, call 1300 773 803 or email interpreting@deafconnect.org.au well in advance to ensure an interpreter is available.

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.

You can visit us in person

Face-to-face support from Aged Care Service Officers (ACSOs) is available at a growing number of Service Australia centres, nationwide. Learn more about the support they offer at the Services Australia website.

To book an appointment with an ACSO, call the Services Australia Aged Care line on 1800 227 475. They are open Monday to Friday from 8am to 5pm.

You can also share documents with us

Online

My Aged Care Online Account

Once you are registered with My Aged Care, a personalised client record is created for you. You can access your client record through your My Aged Care Online Account. Learn more about how to access your Online Account.

You can upload a range of documents in your My Aged Care Online Account, which can then be shared with assessors, service providers, and My Aged Care. Browse the pages below for instructions on how to upload documents using your Online Account:

  • Your Online Account Guide: Documents – Learn how to upload documents to be shared with assessors, such as medical documents, and how to share other documents with your service provider.
  • Your Online Account Guide: Support Networks – Learn how to upload an Appointment of a support person document to share with My Aged Care.
By post

If you need to post information—for example, signed forms—to My Aged Care, you can send them to this address:

PO Box 1237
Runaway Bay 
QLD 4216

Contacting My Aged Care online

You can use the Contact us tool at the top of this page to make an online enquiry and we’ll get back to you.

It isn’t possible to contact My Aged Care by email currently.

Engaging with My Aged Care in the way that best suits you

My Aged Care can support you at every stage of researching, accessing, and managing aged care services. Depending on the information and support you need, you may find it easier to call us, speak with someone in person, or use our online tools and information. Depending on which step of the My Aged Care process you're at, the way you access information and support may change. You can choose one option or a combination, depending on your needs and preferences.

Learn more about the different ways to engage with My Aged Care

How to keep us informed when something changes

If information about you or people involved in your care changes, it is important to let us know. This includes updates such as:

  • changes of address and contact details for you and your representatives
  • changes to your representatives
  • the person receiving care passing away.

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) ID or Medicare number.

If a loved one passes away, you can also 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.

How to protect your information and avoid scams

Please be aware that My Aged Care will never:

  • contact you directly through social media (such as Facebook) or other messaging platforms (such as WhatsApp, WeChat, Weibo), or
  • 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 the Scamwatch website.

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Just getting started with aged care? 

We've answered some of the commonly asked questions about starting on your aged care journey.

You can find the answers here
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Further information

  • For health professionals
  • For service providers
  • For carers
  • Support and advocacy
  • Non government-funded providers
  • Quality
  • Aged care reforms
  • Frequently Asked Questions
  • News and updates
  • Resources

Tools

  • Apply for assessment
  • Income and means assessments
  • Eligibility checker
  • Fee estimator
  • Non-compliance checker
  • Make a referral
  • Find a provider
  • Help explorer
  • My guide to aged care

Contact us

1800 200 422 (Freecall)

Mon - Fri 8am - 8pm
Saturday 10am - 2pm

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