If you, or a loved one, need or are receiving aged care services, it can be helpful—and sometimes necessary—to have a representative in place.

A representative is someone who is appointed to speak and act on behalf of another person. They could be a family member, a friend, a carer, or an advocate.

A My Aged Care representative can do things on someone else’s behalf, such as:

  • communicate with My Aged Care, assessors and service providers
  • make decisions about aged care assessments and referrals for aged care services
  • seek and update personal information held by My Aged Care.

If your situation has changed unexpectedly and you need immediate help with aged care services or getting someone to represent you, please call My Aged Care on 1800 200 422.

What do you want to know more about?

When should I consider getting a representative?

If you want help talking to My Aged Care about your aged care services and needs, it may be time to think about appointing a representative. It doesn’t have to be your partner or family member; it could be a friend or carer. When choosing this person, trust is a very important factor, as they can access your personal information.

How can a representative help me?

When you appoint a My Aged Care representative, they have the ability to:

  1. Communicate for you

    This involves:

    • talking to and giving information to the My Aged Care contact centre, assessors, and service providers
    • receiving your My Aged Care letters and phone calls

    • accessing information about your progress in My Aged Care

    • if set as your primary contact, being your point of contact for information on your assessment and services.
       

  2. Make decisions on your behalf

    This involves:

    • acting on your behalf

    • making decisions about aged care assessment and referrals for services

    • viewing and updating your information through the My Aged Care contact centre or on the My Aged Care Online Account.

When a person is appointed as a representative, they will receive their own My Aged Care ID number. They may need to use this for identification when they call My Aged Care.

Are there different types of representatives?

Yes, there are two types of representative: regular and authorised. If you are able to provide consent for someone to represent you, you can set up a regular representative.

When someone is no longer able to provide consent or make decisions about their care, they will need an authorised representative.

How do I appoint a regular representative?

Please note: It can take up to 10 business days to process and establish a representative relationship. If you need to urgently get someone to represent you, call My Aged Care on 1800 200 422.

If you want to appoint a regular representative, you have a few options, depending on your situation:

I’m not registered with My Aged Care

If you’re not registered with My Aged Care, there are two ways you can do this, and set up a representative at the same time:

  1. Apply for an assessment online. Before you can access government-subsidised aged care services, you need to apply for an assessment.Using the online application is quick and easy, and will only take 10–15 minutes to complete, including setting up your representative. Your application will be reviewed by the assessor before your representative relationship is verified and established.
     
  2. Call My Aged Care. You can call My Aged Care on 1800 200 422 with your chosen person to set them up as your regular representative. If they are not able to be on the call with you, they can provide consent to be your representative later.

For either option, both of you will need your Medicare cards and personal details at hand.
 

I’m registered with My Aged Care

If you have already registered with My Aged Care previously, there are a few options for setting up a regular representative: 

  1. Use your My Aged Care Online Account.You can set up a regular representative in the Support Networks section. Information on how to do this is available in Your Online Account Guide: Support Networks.
     
  2. Call My Aged Care. You can call My Aged Care on 1800 200 422 with your chosen person to set them up as your regular representative. Make sure they have their Medicare number ready. If they are not able to be on the call with you, they can provide consent to be your representative later.
     
  3. Speak to your assessor. If you haven’t had an assessment yet, you can set up your representative during the assessment, if they are with you at the time. The assessor can do this for you.

    * Please note that during the COVID-19 pandemic, some aged care assessments are being undertaken over the phone or by video, and your assessor can still help you establish a representative.
     
  4. Complete and submit the Appointment of a Representative form. If you’d prefer, you can complete Part A and Part B of the Appointment of a Representative Form, together with your representative. You will need to print this form, fill it out and then, either:
     

Important: If you want to check that My Aged Care has received the form, please wait before calling (two business days for online account, online form and fax, and six business days for mail).

How do I update my representative's details?

If you have a regular representative, you can make updates to their details by logging into your Online Account and going into the Support Networks section. There, you can make changes like updating their home address or phone number. You can even remove a regular representative if you wish.

An older person with an authorised representative can’t make these changes themselves. The representative will have to update their own details in the Online Account.

Learn more about what you can do in your Online Account.

Can I change or add representatives?

Yes, you can. It’s possible to remove your regular representative and appoint a new one. You can also have more than one representative. You can update representative details through your Online Account or by calling My Aged Care along with the new person you wish to appoint.

More information on how to manage your representatives in your Online Account is available in Your Online Account Guide: Support networks.

What can a My Aged Care representative do?

As a My Aged Care representative, you are able to speak and act on behalf of the person you represent.

This can include:

  • talking to the My Aged Care contact centre, assessors, and service providers
  • accessing information about their progress in My Aged Care
  • making decisions about aged care assessments and referrals for services
  • viewing and updating their information through the My Aged Care contact centre or in their Online Account
  • receiving copies of their letters
  • being My Aged Care’s first contact point, if set as the primary contact.

Until you are appointed as a representative, you cannot speak or act on behalf of an older person with My Aged Care, even if you are their partner/spouse/family member.

Are there different types of representatives?

Yes, there are two types of representatives: regular and authorised. The type of representative you become depends on the situation.

  1. Regular representative: If an older person can give consent to My Aged Care for you to be their representative, you can be appointed as their regular representative.

    When you become someone’s regular representative, you can be involved in decisions about their care, but you must:

    • seek their permission before discussing their personal My Aged Care information with anyone, and
    • consult them on all decisions and actions you make on their behalf.

    They can still communicate directly with My Aged Care, their assessor, or their service provider if they wish.

    You will also receive copies of any Home Care Package letters and other correspondence they may receive. If you don’t want to receive these letters, you can call the My Aged Care contact centre to opt out.

  2. Authorised representative: If the older person is unable to provide consent for someone to represent them, and needs someone to look after their affairs, they require an authorised representative.

    If you are appointed as an older person’s authorised representative, you can speak and act on their behalf, but you must:

    • ensure that decisions and actions made on their behalf are in their interest, and
    • keep their personal My Aged Care information confidential and not disclose it to any unauthorised persons.

    You will also receive copies of any of their Home Care Package letters or any other correspondence that may be sent from My Aged Care.

    If the older person wishes to speak to My Aged Care, they will need their authorised representative present.

How do I become a regular representative?

Please note: It can take up to 10 business days to process and establish a representative relationship. If you need to urgently become a representative for someone, call My Aged Care on 1800 200 422.

To set yourself up as a regular representative, you have a few options, depending on the older person’s situation:

They’re not registered with My Aged Care

If they’re not registered with My Aged Care, there are two ways to do this, and set yourself up as a regular representative at the same time:

  1. Apply for an assessment online. Before anyone can access government-subsidised aged care services, they need to apply for an assessment. Using the online application is quick and easy, and will only take 10–15 minutes to complete, including setting yourself up as a representative. Your application will be reviewed by the assessor before your representative relationship is verified and established.
     
  2. Call My Aged Care. You can call My Aged Care on 1800 200 422 together with the person you are going to represent, to set yourself up as a regular representative.

For either option, both of you will need your Medicare cards and personal details at hand.
 

They’re registered with My Aged Care

If they have registered with My Aged Care previously, there are a few options for setting yourself up as a regular representative:

  1. Use My Aged Care Online Account. They can set you up as their regular representative in the Support Networks section. Information on how to do this is available in Your Online Account Guide: Support Networks.
     
  2. Call My Aged Care. Together you can call My Aged Care on 1800 200 422 and set you up as their regular representative. Make sure you have your Medicare number ready. 
     
  3. Speak to the assessor. If they haven’t had an assessment yet, you can be set up as a representative during the assessment by the assessor, if you are present.

    * Please note that during the COVID-19 pandemic, some aged care assessments are being done over the phone or by video, and assessors can still help you get set up as a representative.
     
  4. Complete and submit the Appointment of a Representative form. They can complete Part A and Part B of the Appointment of a Representative Form with you. You will need to print this form, fill it out and then, either: Important: If you want to check that My Aged Care has received the form and legal documents, please wait before calling (two business days for online account, online form and fax, and six business days for mail).
How do I become an authorised representative?

Please note: It can take up to 10 business days to process and establish a representative relationship. If you need to urgently become an authorised representative, call My Aged Care on 1800 200 422.

To set yourself up as an authorised representative, you have a few options, depending on the older person’s situation. However, there is also legal documentation required, which varies from state to state.

They’re not registered with My Aged Care

If they’re not registered with My Aged Care, there are two ways to do this, and set yourself up as an authorised representative at the same time:

  1. Apply for an assessment online. Before anyone can access government-subsidised aged care services, they need to apply for an assessment. Using the online application is quick and easy, and will only take 10–15 minutes to complete, including setting yourself up as a representative. Your application will be reviewed by the assessor before your representative relationship is verified and established.
     
  2. Call My Aged Care. You can call My Aged Care on 1800 200 422 to start the process to set yourself up as an authorised representative. They can advise you on how to submit the required legal documents.

For either option, you will need Medicare cards and personal details for both of you.
 

They’re registered with My Aged Care

If they are already registered with My Aged Care, there are a few options for setting yourself up as an authorised representative:

  1. Use your My Aged Care Online Account. You can request to be their authorised representative from your My Aged Care Online Account. Information on how to do this is available in Your Online Account Guide: Support networks. You will need to have the appropriate legal documents ready.
     
  2. Speak to the assessor. If they haven’t had an assessment yet, you can ask the assessor to set you up as a representative during the assessment. To do this, you will need to be at the assessment.

      * Please note that during the COVID-19 pandemic, most aged care assessments are being undertaken over the phone or by video, and assessors can still assist you to set you up as a representative.
     
  3. Complete and submit the Appointment of a Representative form. You can complete Part A and Part C of the Appointment of a Representative Form. You will need to print and fill this form out and then, along with the required legal documents, either:
    • fax it to: 1800 728 174, or
    • mail it to: My Aged Care, PO Box 1237, Runaway Bay, Queensland, 4216.

    Important: If you want to check that My Aged Care has received the form, please wait before calling (two business days for fax, six business days for mail).

Whichever option you choose, you will need the appropriate legal documents to become someone’s authorised representative. Information about this is included below.

What legal documents do authorised representatives need?

The legal documents you need to provide will depend on whether a legal representative has already been appointed.

If a legal representative is in place

My Aged Care will need to receive one of the following:

  • Guardianship Order
  • Enduring Guardianship and a letter from a Medical Practitioner that states the older person cannot act on their own behalf
  • Enduring Power of Attorney (ACT, QLD and VIC only) and a letter from a Medical Practitioner that states the older person cannot act on their own behalf
  • Advance Health Directive (ACT and WA excluded), or similar, and a letter from a Medical Practitioner that states the older person cannot act on their own behalf.
If a legal representative is not yet in place

A family member/loved one or someone you care for may no longer be able to make decisions for themselves and may not have nominated someone to act for them. If you believe you are the best person to act for them, you will need to provide the following documents to My Aged Care:

  • a statutory declaration stating you are the most appropriate person to represent them and there is no formal legal representative in place, and
  • a letter from a Medical Practitioner stating they are unable to act on their own behalf.
Legal documents needed in different states

The rules in each state and territory are different, so contact the relevant authority where you live, or the older person’s legal advisor.

See information on legal documents and the role of substitute decision makers in your state or territory:

Can I stop being a representative?

Yes, you can. If you are no longer able to represent someone, you can remove yourself as their representative.

If you are a regular representative, you can log into your Online Account, go into the Support Networks section, and click on the ‘Remove’ icon next to the name of the person you represent. Or the person you represent can remove you in their Online Account, through the same process. You can also do this by calling the My Aged Care contact centre.

If you are an authorised representative, you will need to call My Aged Care to remove yourself as the representative.

For more information and guidelines, download Your Online Account: Support Networks.