Understanding My Aged Care: What it does and how to use it

My Aged Care provides:

• Information on the different types of aged care services available
• A needs assessment to identify eligibility and the right type of care
• Referrals and support to find service providers that can meet your needs
• Information on what you might need to pay towards the cost of your care
• Information – including star ratings – on residential aged care providers.

Seeking support

To access government-subsidised aged care services, you need an aged care assessment.

Since 1 July 2024, there has been a single assessment system, which replaced the Regional Assessment Team and the Aged Care Assessment Team (ACAT).

The aim of having one assessment system is to simplify and add some consistency to the way people are assessed for services, either in the home or for residential aged care.

Assessors are trained professionals working within the aged care system who ideally visit you personally in your own home or hospital. Using a standardised tool, they assess your living situation, cognitive ability, physical health and care preferences.

The outcome of the assessment will lead to access to subsidised services to keep you living independently in your home for as long as possible or residential aged care.

If it is help at home, you will be eligible for services through the Commonwealth Home Support Program (CHSP) or Support at Home.

The assessment could also be for permanent residential aged care or residential respite care.

Possible paths in aged care

Subsidised care at home is delivered under CHSP or, from 1 November 2025, Support at Home.

CHSP covers entry-level, ad-hoc services. Services like cleaning or personal care are delivered at a highly subsidised rate by a range of providers. 

Support at Home replaces the former Home Care Packages and Short Term Restorative Care Program, where a budget is assigned to an individual with chosen services delivered by a provider.

CHSP and Support at Home services can be delivered wherever you live, which may be a retirement village or the home of a family member.

If you need more help at home, then you need to go back to My Aged Care to book another assessment or get referrals to other service providers.

Respite care

Residential respite provides short-term care on a planned or emergency basis in aged care homes to people who have been assessed and approved to receive it.

Residential respite is designed to give a carer or care recipient a break from their usual care arrangements.

Respite can be in an aged care facility or in purpose-run respite centres where you pay privately according to their fee schedule. Bookings are generally made through the facility.

If you have ACAT /ACAS (Aged Care Assessment Service in Victoria) approval, you are entitled to up to 63 days of respite care per financial year in a government-subsidised facility. The cost is based on 85% of the single Age Pension, which is currently $65.55 a day.

If you need longer, you can apply to ACAT for an additional 21 days of care.

It is unusual to find a facility that will let you book the full 63 days unless you are considering becoming a permanent resident. Most people book respite in one- or two-week blocks.

Some people may use respite as a ‘try before you buy’ type arrangement before moving into an aged care facility they may be interested in.

Permanent residential care

If you feel you can no longer live independently in your own home, you may be considering an aged care facility.

An ACAT assessment is needed for anyone seeking a room in an accredited aged care facility.

Facilities come in all shapes and sizes and can be run by private companies, church groups, charitable organisations or communities. It is important to find the one that fits your needs as well as your budget.

Services in a facility

Anyone entering residential aged care, irrespective of their means, pays a basic daily care fee (equivalent to 85% of the Age Pension). At a minimum, this must cover:

• Staff who are continuously on call to provide emergency assistance
• Assistance with personal care such as bathing, going to the toilet, eating and dressing
• Support with mobility and communication
• Help to access specialised therapy services or a health practitioner service
• Food and laundry services
• Support for people with cognitive impairment, such as dementia.

Aged care facilities provide meals (including special diets), toiletry items such as towels, washers, soap and toilet paper, and general laundry and cleaning services. They also provide a bed, mattress and linen, which you must use. You are encouraged to make your room more homely by decorating it with your own furniture, paintings and personal belongings.

Most aged care facilities provide a range of social and recreational activities and rehabilitation support at no additional charge.

Not happy with the services?

If you are not happy with the aged care services you receive, first try to resolve any disputes with the service provider. Complaints can also be made through the Aged Care Quality and Safety Commission, which the government established to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.

To raise a concern or make a complaint about a Commonwealth-funded aged care service, you can contact the Aged Care Quality and Safety Commission on 1800 951 822 or complete a form on its website.

Improvements to My Aged Care

The Royal Commission into Aged Care Quality and Safety final report made 148 wide-ranging recommendations, many of which are underway.

The My Aged Care website remains, but measures have been put in place to help navigate the system, including free information services at 15 Services Australia centres.

Other reforms include: 

• The new Australian National Aged Care Classification (AN-ACC) care funding model replaced the Aged Care Funding Instrument (ACFI) to determine the cost of care from 1 October 2023. The aim of AN-ACC is to better match government funding with the costs of delivering care and provide additional funding to cover the increase in average care minutes.
• The introduction of a new National Aged Care Advisory Council and Council of Elders to provide feedback and guidance to government on reforms
• 33,800 additional training places and 115 scholarships for nurses, as well as new payments for eligible nurses to encourage more aged care workers
• Introduction of the Serious Incident Reporting Scheme to increase resident protection
• Mandatory reporting of care staffing minutes
• An additional $10 per resident per day subsidy to providers to help improve the quality of services
• An increase in the number of Home Care Packages
• Greater transparency, including the introduction of a star ratings system for residential aged care.