How to contact them
My Aged Care
1800 200 422Mon to Fri 8am to 8pm, Sat 10am to 2pm.
Closed Sunday and public holidays.
From overseas
+61 2 6289 1555Mon to Fri 8:30am to 5:30pm AEST.
Interpreter, then ask for My Aged Care
131 450Translating and Interpreting Service.
Free.
The website is myagedcare.gov.au.
What My Aged Care actually does
It is the front door. It checks eligibility, refers people for assessment, holds the person's aged care record, issues referral codes, and lists registered providers.
It is run by the Department of Health, Disability and Ageing. It is not a provider and it is not the regulator.
What it does not do
Knowing this saves weeks. My Aged Care does not employ the assessors, does not assess your finances, does not set or negotiate provider prices, does not deliver care, and does not handle complaints about providers.
| What you need | Who handles it | Number |
|---|---|---|
| Eligibility and referrals | My Aged Care | 1800 200 422 |
| The assessment itself | An assessment organisation | They call you |
| Income and assets assessment | Services Australia | Services Australia |
| Complaints about a provider | Aged Care Quality and Safety Commission | 1800 951 822 |
| Independent advocacy | OPAN | 1800 700 600 |
| Delivering the care | Your chosen provider | Direct |
Our who to call page covers the full switchboard, including emergencies.
From registering to starting services
Check eligibility and apply
Online or by phone. About 15 to 20 minutes.
An assessment organisation contacts you
They confirm needs and book a visit.
The assessment happens
Usually at home.
You receive the decision
Including a priority category if ongoing funding was approved.
You wait for funding to be released
Approval and funding are separate stages.
You choose a provider and sign
There are 56 days from funding release to enter an agreement.
56 days, extendable by 28The 56 day deadline is a real trap
Once funding is released, you have 56 days to enter an agreement with a provider. It can be extended by 28 days. If you miss it, the funding is withdrawn and reallocated, and you go back into the queue. Diarise the date the moment you are notified.
Setting up the online account
A My Aged Care online account is linked through myGov, using either an Aged Care ID or a Medicare number. From there you can see the person's record, their assessment outcome and their referral information.
You need your own myGov account before you can be added as a representative for someone else.
Acting for a parent
This is where most families get stuck, and the distinction matters.
| Representative | Authorised representative | |
|---|---|---|
| When it applies | The person can still consent | The person cannot consent |
| Can deal with My Aged Care | Yes | Yes |
| Decision making | Must consult the person | Acts in the person's interests |
| Evidence required | The person's consent | Legal appointment plus medical evidence |
| Form parts | Parts A and B | Parts A and C |
For an authorised representative, accepted evidence includes a guardianship order, enduring guardianship, enduring power of attorney or advance health directive, together with a letter from a medical practitioner. Where no legal appointment exists, the process can proceed on a statutory declaration plus a doctor's letter confirming the person cannot make their own decisions.
Practical points that are easy to miss: requests take up to ten business days to process, you need your own myGov account first, and an authorised representative has to phone to be removed rather than doing it online.
One terminology note. Existing My Aged Care representatives were automatically converted to registered supporters under the Aged Care Act 2024 on 1 November 2025.
Using Find a provider
The tool lets you search by service type and location, shortlist up to 16 providers and compare three side by side.
Its limits are worth knowing. It shows star ratings for residential aged care homes only, not for home care providers. It does not show real time vacancies or waiting lists. Provider supplied pricing can lag. And a listing is not an endorsement.
Four things people get wrong
Registering is not the same as joining a funding queue. Those are different stages.
My Aged Care does not decide what you pay. Services Australia does the means assessment.
Your care agreement is with the provider, not with My Aged Care.
Complaints about a provider go to the Aged Care Quality and Safety Commission, not to My Aged Care.
Frequently asked
What is the My Aged Care phone number?
Do I need to register before an assessment?
How do I act on behalf of my parent?
Is registering the same as going on a waiting list?
What happens if I miss the 56 day deadline?
Can I use My Aged Care from overseas?
Who do I complain to about a provider?
Sources
This guide is general information, written from the published sources below. It is not a substitute for advice about your own circumstances.
Department of Health, Disability and Ageing, 2026
My Aged CareMy Aged Care, 2026
Contact usMy Aged Care, 2026
Arranging someone to support youMy Aged Care, 2026
Find a providerHello Leaders, 2025
Star Ratings under fire: are they hiding the truth?ABC News, 2024
Five-star ratings awarded to non-compliant aged care facilitiesDepartment of Health, Disability and Ageing, 2026
Registered supporters