Information for service providers

Page last updated: 17 January 2020

AUSkey is being replaced by a simpler and more secure way to access online services.

myGovID and Relationship Authorisation Manager (RAM) will soon be available for Health services.

You can continue to use your existing AUSkey until the end of March 2020.  

For more information about how the ATO is replacing AUSkey visit the AUSkey Replacement website.

Information for aged care service providers about My Aged Care and the provider portal.

On this page:

My Aged Care system and process overview for service providers

A series of system and process overview wheels have been developed to help improve access to information about My Aged Care.

The service provider wheels give an overview of the key steps that providers of aged care services should follow to assist them in performing their role successfully in My Aged Care. Where available, links to guidance information are included for each key task.  

The My Aged Care provider portal

The My Aged Care provider portal can only be accessed by Australian Government-funded aged care service providers. Further information on becoming an approved provider is available on the Department of Health website. If your organisation is an approved provider, you can nominate an organisation administrator to access the portal.

Organisation administrator access

The Department will register the initial administrator account for each aged care organisation. The initial administrator is responsible for setting up the structure of your organisation and creating other user accounts, including additional administrators, as required.

Approved service providers that do not yet have an administrator account can nominate a staff member by completing the Organisation Administrator Registration Form below.

Organisation Administrator Registration Form

Once the administrator has been registered, login to the My Aged Care provider portal (

Service providers are encouraged to access the provider portal regularly to update your organisation's details.

Support material for the My Aged Care provider portal

This support material is to help service providers use the My Aged Care provider portal.

Guidance documents

Quick Reference Guides


Guidelines: Service Finder Specialisation

Guidelines have been developed to help aged care providers in completing the ‘specialisations’ section of the provider portal as they relate to:

Support material for Commonwealth Home Support Programme providers

The ‘Mapping of former services to CHSP Programme Structure’ shows how former services delivered under these four programs now map to the CHSP:

  • Commonwealth Home and Community Care Program (HACC)
  • National Respite for Carers Program (NRCP)
  • Day Therapy Centre Program (DTC)
  • Assistance with Care and Housing for the Aged Program (ACHA).

Service providers transitioning to the CHSP have had their contracted program data mapped into the CHSP taxonomy in the My Aged Care provider portal. To check this information accurately reflects the services that are actually delivered to clients, you will need to go to the My Aged Care provider portal to review, and if necessary, update this information.

Commonwealth HACC providers will be able to add additional CHSP services into the My Aged Care provider portal to reflect the services they deliver.

NCRP, ACHA and DTC providers can request changes to their service information using a change request function in the My Aged Care provider portal if they feel they are unable to reflect the services they currently deliver.

Information about how to view, edit, and request changes to information about the services providers deliver is outlined in the My Aged Care Provider Portal User Guide – Part One.

ICT support

The department encourages providers to review support materials and talk to colleagues to resolve any concerns about using the My Aged Care provider portal in the first instance.

If this does not help you resolve the concern, contact the My Aged Care provider and assessor helpline on 1800 836 799. The helpline is available during these hours, local time across Australia:

  • Monday to Friday between 8 am to 8 pm
  • Saturday from 10 am to 2 pm


21 June 2017: Accelerated Design Changes and Improvements Webinar

A link to the recorded version of the 21 June webinar  which provided an update on the policy, process and system changes made as a result of Accelerated Design. The webinar also outlines other release 8 changes and the new user interface for the My Aged Care portals.

View previous webinars and keep up-to-date with upcoming webinars 

Referring clients to My Aged Care

Clients should be registered with My Aged Care before they can receive non-urgent services. If a client approaches you directly to organise services, you can:

  • use the Make a referral form to help them register with My Aged Care. You should tell the client that the My Aged Care contact centre may call them (or their representative) to discuss their needs, OR 
  • help them to call My Aged Care on 1800 200 422 for registration and phone screening.

Additional information is also available on other options to support clients with My Aged Care.

Reminders to providers to check for valid approval 

Providers are reminded to check for valid approval before admitting a resident to ensure payment of subsidy.  

Information for Victorian CHSP nursing and allied health providers

Referrals for clients to access government subsidised aged care services need to come through My Aged Care. Further information is available on service care options for older people in Victoria and referral processes through My Aged Care, including for CHSP nursing and allied health services. 


Information sheets

Fact sheets