View your My Aged Care Online Account

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When you apply for aged care, a personalised record is set up for you, with your consent. This is called your My Aged Care Online Account. It contains important information about you and your aged care supports in one place.

You can access your Online Account by logging into myGov – a secure way to access Australian Government services online, such as Medicare, Centrelink, and My Aged Care.

This page covers how to access and use your Online Account.

What is the Online Account?
How do I view my Online Account?
How do I use my Online Account?
How can I access the Online Account of someone I represent?
Video: How to use your Online Account

What is the Online Account?

Your Online Account contains important information about your assessments, services, and interactions with My Aged Care. Here are some things it lets you do: 

  • If your contact details change (for example, home or email address), you can update them.
  • If you’re on the waitlist for a Home Care Package, you can view updates about wait times and see what level of package you’ve been allocated. 
  • If you need your My Aged Care ID number, you can find it here. Your ID number will begin with the letters AC, followed by 8 digits.
  • If you’ve been approved for a new service, you can find your referral code to pass on to your new provider.
  • If you need details of past service providers, you can view the history of your aged care.
  • If you’ve misplaced an important document, you can find copies of all the letters you’ve received from My Aged Care.

How do I view my Online Account?

Set up your online access

To set up your Online Account, you will need to be registered with My Aged Care. Once registered, you will then need to link your myGov account to My Aged Care. You will only need to do this once.

Step 1: Register with My Aged Care

I’m already registered
Skip ahead to Step 2.

I don’t know if I’m registered
Call My Aged Care on 1800 200 422 for this information.

I’m not registered
If you are not yet registered, there are two ways you can do this:

  1. Apply for an assessment online. Before you can access government-subsidised aged care services through My Aged Care, you need to apply for an assessment. Using the online application is quick and easy.
     
  2. Call My Aged Care. You can call My Aged Care on 1800 200 422. We will talk with you about your needs and complete the application while you’re on the phone.

Note: During the COVID-19 pandemic, some aged care assessments are being undertaken over the phone or by video.

Once registered, you can go to Step 2.

Step 2: Log into myGov

If you don’t have a myGov account, you will need to create one. You can do this online with the help of the Create a myGov account guide.

If you have any trouble, call the myGov helpdesk on 13 23 07.

If you already have a myGov account, you can log into myGov using your existing username and password, and then go to Step 3.

Step 3: Link your My Aged Care Online Account to your myGov account

Once you have logged into myGov, you will need to add My Aged Care as a service.

To do this, choose My Aged Care from the services list (see Image 1 below). Then follow the online prompts.

Image 1: myGov services list

You will have to complete three main steps before you can access your Online Account:

  1. Establish what kind of account you have. You will need to specify if you are registered with My Aged Care, or if you are a registered representative for someone else. 
  2. Select the form of identification you wish to use. You can choose any one of the following: your Aged Care ID, your Medicare number, your Centrelink Customer Reference Number (CRN), or your Veterans card number.
  3. Provide some additional details about yourself. This includes your name and a way of contacting you.

After you have completed the three steps above, you will be taken to your Online Account.

The My Aged Care tile will also appear on your myGov homepage. This will be displayed alongside your other linked services (as shown in Image 2 below) every time you log into myGov. 

The next time you want to access your Online Account, log into myGov and then click the My Aged Care tile.

Image 2: My Aged Care logo on the myGov homepage

How do I use my Online Account?

When you access your Online Account, the first thing you see will be your homepage (see Image 3 below). Your homepage is an overview of the different categories of information available; each category is presented in a different coloured box.

Image 3: Your My Aged Care Online Account homepage

What can I find in each of the homepage sections?

The table below lists the sections or coloured boxes on the homepage and the information you can find within them.

Section Here you can find
Your summary

A history of your assessments and details of any upcoming assessments.

A list of services you’ve been approved for and those you are currently receiving.

Any goals you’ve set up with your assessor or service provider (for example, to walk unassisted again).
Services The type of aged care service(s) you are currently receiving, and the place to find or generate your referral codes to give to any new service providers.
Plans The aged care plans that have been created based on your needs.
Current care approvals The type of care you are currently approved to receive.
Your profile Your contact information and personal details, which you can update at any time. You can also find your My Aged Care ID number here (it begins with the letters AC, followed by 8 digits – for example, AC12345678).
Relationships

A list of people involved in your aged care needs, including people you trust to act as your representative. If you need to remove a representative, you can also do that here.
Documents A place to keep important documents such as your power of attorney or letters from your GP. You can attach any document relevant to your aged care here.
Reports A list of all the reports created for you, including those completed by assessors and service providers.
Interactions with My Aged Care A list of all the contact you’ve had with My Aged Care, and a brief overview of what was discussed.
Notifications View messages from My Aged Care that have been sent to you, including by SMS and email.

 

Note: When you are done using your Online Account, remember to select ‘Return to myGov’ in the top right corner and then click on the ‘Sign out’ button in myGov. Doing this keeps your information safe and protects your privacy.
 

For more information, visit our page on how to use the My Aged Care Online Account.

How can I access the Online Account of someone I represent?

If you have been appointed as a representative, a My Aged Care record will have been created for you. You can access your Online Account through myGov by following the steps outlined in the How do I view my Online Account? section above.

If you are accessing a My Aged Care Online Account for someone you represent, you will need to sign into your own Online Account first. You can then manage your client’s account through your own account.

For step-by-step instructions, download our guide on Navigating the My Aged Care Online Account as a representative.

How to use your Online Account

Watch this video to learn how you can access and use your Online Account to manage your own care, or the care of someone you look after.

Welcome to your My Aged Care Online Account.

If you’re a My Aged Care client or represent someone who is, this video guide is for you. We’ll walk you through what you can see and do in your Online Account.

Your Online Account can help you manage your own care, or the care of someone you look after. You can update your personal information, print out referrals to services, see waiting times for your Home Care Package, upload documents to appoint representatives, see if you’ve been approved for services, and more.

Before we begin, you’ll need to make sure you have a myGov account, have registered with My Aged Care, and have linked your My Aged Care Online Account to your myGov account. You will only need to do this once.

For more information about setting up your Online Account, visit the “View your Online Account” page on the My Aged Care website.

To access your Online Account, you will need to log in through myGov. Enter your username and password. You may be asked to answer a secret question or enter a security code.
The security code will be sent to you either by SMS or on your myGov app, depending on what sign-in options you’ve set up. If you have any trouble, call the myGov helpdesk on 13 23 07.

After logging into myGov, click on the My Aged Care tile to access your Online Account. If you can’t see this, click on "Link another service". Select My Aged Care from the list, and follow the instructions.

You will be asked for an identification number when you first sign in. This can be your Aged Care ID, your Medicare number, your Veterans card number, or your Centrelink customer reference number.

Once you’re on your Online Account home screen, you will see a number of coloured tiles. Each tile holds information about you and your involvement with My Aged Care. Click on a tile to open and view that section.

Let’s start with Your summary. The “Your Summary” page provides an overview of your account. It includes a tracker that shows where you are up to, and what you may need to do next. Below the tracker you will find more information about assessments that you have had, and any services that you have been found eligible for.

If a referral has been made to a service provider, you can see if they have accepted it here. If you’ve been approved for a Home Care Package or received any letters in relation to your Home Care Package, you will see a link that reads "View Home Care Package letters". You will also be able to view your expected wait times in this section.

To go back to your home screen, click "Home" on the top left of the webpage.

You may notice different icons throughout your Online Account. These icons allow you to look at things in more detail, print out information or documents, or even update your information.

The “Your profile” page allows you to update your personal details or change how you are contacted by My Aged Care. Click the pencil icon next to anything you wish to change. This includes whether you wish to be notified of important matters by email or SMS. Once you have made your changes, remember to save them.

On the “Interactions with My Aged Care” page, you can use the drop-down menu to help find interactions you have had with My Aged Care, whether they were phone calls, web enquiries, letters or any other type of interaction.

The “Documents” page allows you to upload important documents to send to My Aged Care, such as legal and medical documents, or a completed form to appoint a representative. You can also see the documents you’ve previously uploaded here, and whether they have been processed by My Aged Care.

On the “Plans” page, you can view your current and previous support plans once they are complete, including care arrangements agreed to between you and your assessor. Under "Assessment history", you will find your support plans, including any recommendations for services.

The "Services" page provides an overview of the services you are currently receiving through My Aged Care, as well as past and pending services. You can also generate referral codes
for recommended services and present them to service providers, who will use the codes to look at your details and decide whether to accept the referral.

The “Current care approvals” page will show you the types of care that you are eligible for, such as a Home Care Package. If you’ve been approved for a Home Care Package,
you will be placed in the national priority system until a package becomes available to be assigned to you. You can choose whether you want to stay in the system for a Home Care Package or not by selecting "Change home care seeking services preference". Make your choice and then select "Save".

The "Relationships" page lists your representatives, support people, and emergency contacts. You can send documents to My Aged Care to appoint a representative using the "Add representative" button at the top of this page. You can also remove a representative using the red icon on the tile. If you are a representative, you can see the information of the person you represent here. You can operate their Online Account almost as if it were your own, by selecting their name.

The "Notifications" page shows when SMS or email alerts have been sent from My Aged Care to you. These notifications could be to confirm that you have been registered with My Aged Care, that you have been approved for services, or that a document has been processed.

The “Reports” function allows you to view and print reports that you or your representative have made.

When you are done using your Online Account, remember to return to myGov and click on the "Sign out" button. Doing this keeps your information safe and protects your privacy.

We hope this guide helps you to be more comfortable and confident using your Online Account. You can find detailed instructional guides on the My Aged Care website by visiting myagedcare.gov.au/how-to-use-my-online-account

If you want to develop your computer skills, you can find guidance on the Be Connected website. Visit beconnected.esafety.gov.au.

None of the names or account details in this video belong to real people. Any similarity is purely coincidental.

For more information on My Aged Care, visit myagedcare.gov.au or call 1800 200 422.

External resources