Questions about arranging services
What is a provider? Who provides my services?
Whether you need help at home, short-term care, or an aged care home, providers are the ones who deliver your care. My Aged Care is here to help you apply for and access services from providers who are subsidised and regulated by the Australian Government.
Do you find a provider for me?
Yes, if you wish. If you’ve been assessed and found eligible for aged care your assessor can send a referral to the relevant provider(s). However, the provider will need to be able to provide the services you are seeking in your area to accept the referral. You can also choose to search for providers yourself using the Find a provider tool.
How can I find out what services are available in my area?
Services are provided by thousands of organisations across Australia. Use our Find a provider tool to see what services are available in your area.
How do I find a provider for my specific cultural / care needs?
You can search for services in your area using our Find a provider tool. It also allows you to filter your search results.
If you have specific care needs, such as someone who understands your culture, identity, or background, you can use the menus on the left-hand side of the tool to narrow your search.
How do I pick an aged care provider?
There are a few things to consider when choosing the right provider for you. Each organisation will provide services differently and may charge different costs. So it’s important to think about your own priorities, needs, budget, and location, and compare providers before deciding.
You can compare up to three providers using the Find a provider tool.
I’ve received a referral code. What’s it for?
If your assessment shows that you are eligible for aged care services, you will receive a referral code, which is your key to receiving those services. If you’re eligible for more than one service, you will get a separate referral code for each service.
When you choose a provider who is able to provide the services you want, you give them the referral code(s), which they use to accept the referral and start organising services for you.
Why am I seeing services in other areas when I use the Find a provider tool?
The Find a provider tool lists organisations across Australia, so their office location may be different to your search area. When a provider shows up in your results, it’s because they have indicated they can deliver services in the area you’re searching in.
What do I do when there are no services available in my area?
If you can’t see services in your local area after using the Find a provider tool, there is an option to expand your search to include surrounding suburbs.
If you’re still not finding anything, call My Aged Care on 1800 200 422.
You could also contact providers directly and talk with them about your situation. They may have travel or transportation options that can keep you connected.
I’m approved for more than one service. Do I need to get them all from the same provider?
No. If you require more than one service through the Commonwealth Home Support Programme, you can use a different provider for each service.
What is the wait time for services?
It depends on what services you need and where you are. Commonwealth Home Support Programme services depend on the availability of providers in your area, while the wait time for approved Home Care Packages can be more than 12 months. Those with urgent needs are also prioritised to receive services.
For aged care homes, it depends mainly on the waitlist for a room at your preferred home. If you need emergency services, call My Aged Care on 1800 200 422 and we can work with you to find more immediate options.
How do I check my wait time?
How you check your wait time depends on the services you’re waiting for.
If you’re waiting for Commonwealth Home Support Programme services, you could stay in contact with local providers or My Aged Care to check on availability.
If you have been approved for a Home Care Package, you can find out your expected wait time by either contacting My Aged Care, or by logging into your Online Account using myGov.
I’m waiting for government-funded services, but I need help now. What can I do?
If you are waiting for a Home Care Package, you may be able to get help sooner through the Commonwealth Home Support Programme.
If it’s an emergency situation, call My Aged Care on 1800 200 422 and we can work with you to find more immediate options.
You could consider using an aged care provider that isn't government-funded, while you wait. These providers are not subsidised or regulated by the Australian Government. You will have to pay the full cost to access these services, whatever your care needs or financial situation.
What will I need to set up my services?
There are three things your preferred provider will ask you for, so it’s worth having multiple copies of them to hand:
- Referral code – this shows which service you have been recommended by the assessor.
- Pre-commencement letter – this shows how much you will pay towards the costs (for Home Care Packages and aged care homes only).
- Care plan – this shows all of the actions recommended by your assessor.
How do I opt into or out of the national priority system?
The national priority system helps to distribute Home Care Packages fairly. You are prioritised based on the date you were approved for care and the level of care you need.
If you no longer want a Home Care Package, you can opt out by calling My Aged Care on 1800 200 422. This means someone else can take up the package.
When you’re ready for your package again, you can call My Aged Care to opt back in. Your place in the national priority system is based on the original date of your approval.
Can I self-manage my Home Care Package?
Yes, some providers will let you manage your own Home Care Package which can help you save money on fees. However, if you choose to do this, there is more work involved for you, so it’s best to make sure it’s the right option for you.