Questions about aged care representatives and advocates
I want to speak to My Aged Care on behalf of someone else. Is that okay?
If you’re a family member, trusted friend, or carer, you can talk to My Aged Care on their behalf, if you have their consent. You and the older person you're speaking for can do this each time you call My Aged Care, or they can nominate you to be their representative.
I want to get information on behalf of an older person. Can I do that?
Even if you are that person’s partner or direct relative, it’s very important that we know you have consent to speak on their behalf. To do this, you need to register as a representative, known by My Aged Care.
If, for any reason, they are unable to give consent, you may need to become an authorised representative. This requires legal documentation to set up.
What do I do if the person I care for can’t provide consent?
If the person in your care is unable to contact My Aged Care and provide consent, you may need to become an authorised representative. To put this in place, you will need supporting legal documents (and in most cases supporting medical evidence) so that My Aged Care knows you can legally represent them.
As an authorised representative, you can speak and act on their behalf, as long as you ensure that you act in their interests and keep their personal information safe.
What is a representative?
A representative is someone you nominate to speak and act on your behalf. With your consent, they can communicate with My Aged Care, assessors and service providers, and make decisions for you. They could be a family member, a trusted friend, a carer, or an advocate. If you choose to set up a representative, it’s important that you trust them, as they will be able to access your personal information.
What’s the difference between a regular and authorised representative?
If you are capable of providing consent for someone to speak and act on your behalf, you can set them up as a regular representative.
If someone isn’t able to give consent for a person to speak for them and isn’t able to make their own decisions or discuss their care needs independently the nominated person will need to become an authorised representative.
How can I register someone as my representative?
You can appoint a representative at any stage during the My Aged Care process. How you set this up depends on the type of representative you need.
Can I change representatives?
Yes, you can change representatives or add additional representatives at any time. Your representative can also cancel their status.
If you or your representative need to make a change, either of you can call My Aged Care on 1800 200 422.
I’ve been asked to be a representative. When am I needed?
You may be needed at different times for tasks such as:
- talking to assessors, providers, and My Aged Care
- getting information about their progress to accessing aged care services
- making decisions about assessments and referrals
- seeing and updating their My Aged Care information
- receiving copies of their letters
- being a primary contact / My Aged Care’s first contact point.
How do I provide a document about a representative to My Aged Care?
You can do one of the following:
- Upload a PDF version of your document to the My Aged Care Online Account. View Your Online Account Guide: Documents for step-by-step instructions.
- Fax your documents to: 1800 728 174
- Mail them to: My Aged Care, PO Box 1237, Runaway Bay, Queensland 4216
What is an advocate?
An advocate is an impartial person who works on your behalf to help you understand your rights in the aged care system.
They can help you with:
- making decisions about the care you receive
- resolving concerns with your aged care provider
- increasing your skills and knowledge to advocate for yourself, and more.
How can I access advocacy services?
If you’re receiving or looking for government-funded aged care, there are advocacy services that can provide you with additional support.
Organisations such as the Older Persons Advocacy Network (OPAN) and the National Disability Advocacy Program (NDAP) can offer help and support you in your aged care journey.
I’m not comfortable calling My Aged Care. Can someone do it on my behalf?
A family member, trusted friend, or carer can talk to My Aged Care on your behalf. For this to happen, My Aged Care will need your consent. You will both need to call My Aged Care together.
If you want this person to be able to speak on your behalf ongoing, can register them as a representative.