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:
- has a medical condition that means they can’t talk on the phone
- is Aboriginal or Torres Strait Islander and 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. Read more about this process on the representatives page.
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:
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 myagedcare@health.gov.au 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.
Call the My Aged Care service provider and assessor helpline on 1800 836 799 for help with the My Aged Care system and technical support. The helpline is available from 8am to 8pm Monday to Friday and 10am to 2pm Saturday, local time across Australia.
Listing your services in the Find a provider tool
Australian Government-funded aged care services
If your organisation currently provides Australian Government-funded aged care services, your organisation can be listed in the My Aged Care Find a provider tool and receive referrals.
Non-government funded aged care services
Only Australian Government-funded services can be listed on the Find a provider tool. The My Aged Care website includes links to a number of external directories with listings of private aged care services. If you provide aged care services but do not receive government funding, you may consider listing your services on external directories.
Please note: Links to external websites are provided to help people to find more information. Some directory websites may charge a fee for providers to list, appear higher or first in search result rankings.
The department is careful in selecting the linked websites, but is not responsible for and does not necessarily endorse the website or any information, products or services offered on the website.
