About My Aged Care

Page last updated: 31 October 2018


My Aged Care today

My Aged Care was introduced on 1 July 2013 and consists of the My Aged Care website (myagedcare.gov.au) and the My Aged Care contact centre (1800 200 422).

My Aged Care was developed based on extensive consultation across Australia, with individuals, services, peak bodies, consumers, and government departments.

My Aged Care has created a clear entry point to the aged care system and currently provides:

  • information about aged care to consumers, family members and carers
  • information for service providers
  • online service finders that provide information about aged care service providers and assessors
  • online fee estimators for pricing on home care packages and residential care.

My Aged Care changes in 2015

My Aged Care was expanded from 1 July 2015. The changes include:

  • 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.
  • An electronic matching and referral capability.
  • 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.
  • The ability for service providers 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).
  • Enhanced service finders on the My Aged Care website that will 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.

The My Aged Care Concept of Operations document sets out the vision for My Aged Care and the capabilities and operations that will be in place from 1 July 2015. In doing so, it describes the business model and IT capability being delivered to support consumers, clients and their representatives, assessors, service providers and My Aged Care contact centre staff.

What changed in 2014?

In 2014, there were some significant changes to My Aged Care. See further detail below.

Publication of accommodation prices in residential Care

Since 19 May 2014, all aged care homes have been required to publish their maximum accommodation prices and descriptive information on the My Aged Care website, their own website and in other relevant materials they provide to prospective residents and their families. This information is for new residents entering an aged care home on or after 1 July 2014. For more information, see the Publication of Accommodation Prices page.

Approved providers of residential care are able to update their own accommodation pricing and related information on My Aged Care, via the Aged Care Provider Portal.

Fee Estimators

In July 2014 the department launched an online Residential Care Fee Estimator and Home Care Fee Estimator on the My Aged Care website. The Fee Estimators allow consumers to estimate what costs their service provider may ask them to pay.

The Fee Estimator is not a substitute for financial advice. The department encourages users to seek independent legal, financial, taxation or other advice to check how the estimate relates to their particular circumstances.

My Aged Care videos

My Aged Care Resources

My Aged Care resources for consumers are available for downloading or ordering.

The My Aged Care Regional Assessment Service – tender process

The new assessment processes being introduced through My Aged Care will involve the establishment of the Regional Assessment Service (RAS), which will ensure that assessment is undertaken independent of any particular service provider and their service offering. The holistic assessment undertaken by the RAS will consider client needs and preferences and support timely referral to services.

The Regional Assessment Service will also develop goal oriented, person-centred client support plans and provide short term management of vulnerable clients to assist them to access services. These activities will assist clients to return to a level of functionality and independence so they can continue living independently in the community.

The department undertook an open approach to market in October 2014 for organisations interested in delivering aged care assessment services to people requiring low intensity, basic support at home. For more information regarding the outcomes of the tender process, see Request for Tender for the My Aged Care Regional Assessment Service.