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For service providers

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Further information for aged care service providers:

Refer a client to My Aged Care

Clients should be registered with My Aged Care before they can receive non-urgent services. If a client approaches you directly to organise services, you can:

  • use the Make a referral form to help them register with My Aged Care. You should tell the client that the My Aged Care contact centre may call them (or their representative) to discuss their needs, OR
  • help them to call My Aged Care on 1800 200 422 for registration and phone screening.

For various reasons, some older people can’t talk with My Aged Care over the phone. To ensure these people are still able to access aged care, My Aged Care allows specific groups to go direct to an aged care assessment without talking directly to the contact centre. This includes when an older person who:

  • has a medical condition that means they can’t talk on the phone
  • is Aboriginal or Torres Strait Islander and who due to past experience doesn’t feel comfortable talking on the phone
  • has poor hearing or is deaf and doesn’t have the technology to use the National Relay Service
  • lives in a remote community and does not have phone access or reception
  • doesn’t speak English and their language isn’t available on the Translating and Interpreting Service
  • is homeless or at risk of becoming homeless.

If the older person you are helping can’t talk to My Aged Care for one of the above reasons, you can support them without becoming their representative.

If the older person does not meet one of the above reasons and does not want to talk to My Aged Care, they will need to put in place a representative. Any individual such as a family member, carer or a staff member from a service provider can agree to be their regular representative.

My Aged Care service provider portal

The My Aged Care service provider portal can only be accessed by Australian Government-funded aged care service providers. Organisations must be registered to access the service provider portal. To do this you need:

  • an AUSkey from the Australian Business Register
  • a unique email address
  • an Organisation Administrator.

Organisation Administrator access

The Department of Health provides access for one administrator in each aged care organisation. Administrators need to set up access for additional staff and maintain the correct information for their organisation.

Aged care service providers that do not yet have an administrator need to request access by emailing with your organisation’s:

  • name
  • ABN and/or ACN
  • type of aged care program (e.g. home care package, residential aged care, Commonwealth Home Support Programme, etc).

If you work for an aged care service provider, you need to request access to the service provider portal through your organisation’s administrator.

Keeping your organisation’s details updated

It’s important to check and keep your organisation’s details up-to-date in the service provider portal. This allows your organisation details and the services you offer to display on the My Aged Care website. For more advice on updating your organisation’s details go to our Updating service provider details page.

Listing your services in the service finder

If your organisation currently provides Australian Government funded aged care services, your organisation can be listed in the My Aged Care service finder and receive referrals. Australian Government funded providers can also list the services of their sub-contracted provider(s) on the service finders using the My Aged Care portal.

If you provide aged care services but do not receive government funding, you can list your services on the National Health Services Directory (NHSD). Service information will appear in the NHSD search listings.

The NHSD is delivered by Healthdirect Australia. It provides easy access to reliable and consistent information about health and related services including contact details, location, opening hours, wheelchair access and billing options.

The following non-funded services that appear in the NHSD search listings will also appear on the My Aged Care service finder: physiotherapy, podiatry, occupational therapy, domestic assistance, or residential care.

Resources for service providers on

Guidelines, fact sheets, videos and other resources for aged care service providers are available on the Department of Health website.

Subscribe to receive regular email updates from the department for aged care service providers.

Read more about approved providers including how to become an approved provider.

Read more about the system changes and improvements made after consultations with the aged care sector.

Last reviewed: 2 July, 2017.