Frequently Asked Questions: My Aged Care

What is My Aged Care?

My Aged Care assists older people, their families and carers to access aged care information and services via the My Aged Care website and contact centre. From 1 July 2015 it provides information:

• on the different types of aged care services
• about your eligibility for services and help to find local services
• about assessments and referrals to service providers that can meet your needs.

To find out more information about My Aged Care you can go to the My Aged Care website or call 1800 200 422 (Mon-Fri 8am - 8pm, Sat 10am - 2pm), from any location within Australia.

How is My Aged Care changing in 2015?

My Aged Care was expanded on 1 July 2015 to introduce the following:

• a central client record to facilitate the collection and sharing of client information between the client and their representatives, assessors and service providers
• the introduction of the My Aged Care Regional Assessment Service (RAS) to conduct face-to-face assessments of people seeking entry-level support at home, provided under the Commonwealth Home Support Programme (CHSP)
• My Aged Care contact centre staff and assessors using the National Screening and Assessment Form (NSAF) to ensure a nationally consistent and holistic screening and assessment process
• web-based My Aged Care portals for clients, assessors and service providers
• clients will use the client portal to view their client record
• assessors will use the assessor portal to manage referrals, use the NSAF and update the client record with assessment information
• service providers will use the provider portal to maintain information about the services they deliver, manage referrals and update the client record
• service providers will be able to self-manage information about the services they deliver, which will be presented on the service finders on the My Aged Care website. This information will be used by My Aged Care contact centre staff and assessors to send referrals for service(s)
• the ability for service providers to manage information about the services they deliver. This service information will be displayed through the service finders on the public website and will be used by My Aged Care to make service referrals for clients
• the service finders on the My Aged Care website will be enhanced to include information about non-Commonwealth funded services. My Aged Care contact centre staff and assessors will be able to provide information about these services to consumers. Non-Commonwealth funded service providers will not receive referrals for service.

For the most up to date information on the My Aged Care portal you can go to the Department of Health website.

Is My Aged Care administered by the Department of Veterans’ Affairs?

No. My Aged Care is administered by the Department of Health.

As a veteran, is My Aged Care the best place to get information about aged care issues?

The My Aged Care website provides the most comprehensive information about aged care including aged care services, programmes and residential aged care, and it also includes information on community care programmes administered by Department of Veterans’ Affairs (DVA).

However, if you are looking for information only on DVA specific programmes or services, you should ring DVA on133 254 (metro) or 1800 VETERAN (1800 838 372) (regional) or go to the Aged and community care section of the DVA website where you can find more information about:

• Veterans' Home Care (VHC)
• Rehabilitation Appliances Program (RAP)
• Community Nursing

I am a veteran having difficulty navigating the My Aged Care website, can Department of Veterans’ Affairs help me?

The Department of Veterans’ Affairs will endeavour to help direct you over the phone to the relevant section of the website you are seeking, however, the best option is to call the My Aged Care contact centre on 1800 200 422 (Monday to Friday 8am to 8pm, Saturday 10am to 2pm), from any location within Australia.

Where do I register complaints about My Aged Care?

If you are not happy with the services provided by the My Aged Care contact centre or website, you can speak to someone in the contact centre about your concerns by calling 1800 200 422 or you can lodge feedback using the feedback form on the My Aged Care website. If you are still dissatisfied, your complaint may be escalated to the Department of Social Services or the Commonwealth Ombudsman.