Registering grandfathered clients

Page last updated: 25 July 2019

All CHSP providers that have grandfathered clients who are not yet registered on My Aged Care are required to provide information on these clients to the Department of Health for the purpose of creating a client record. This is a requirement in the CHSP Program Manual 2018.

The data collected from grandfathered clients will be used to create a My Aged Care client record for these clients without an assessment being undertaken.

The Department has developed a data collection template for this purpose. This template was made available on Monday 17 June 2019.

Grandfathered clients

Grandfathered clients are those clients who were already receiving services (through the former Commonwealth Home and Community Care, National Respite for Carers Program, Day Therapy Centres Program or Assistance with Care and Housing for the Aged Program) prior to CHSP commencing in July 2015.

These clients were transitioned into the CHSP to ensure continuity of care, regardless of their care needs and eligibility for the CHSP. These clients have continued receiving services under the CHSP and have not yet registered with My Aged Care.

Grandfathered services remain in place until other more appropriate services (Home Care Packages Program or the National Disability Insurance Scheme) become available, or the client’s needs change to require an assessment through My Aged Care.

Current data indicates there is a large number (around 160,000) of these grandfathered clients who are not yet registered or assessed by My Aged Care. It is estimated that around 1,400 CHSP providers may need to submit data.

For the purpose of this project, only grandfathered clients who have received services in the last 12 months need to be included (ie 23 July 2018 to 22 July 2019).

Data collection template

CHSP providers are required to complete the data collection template for all grandfathered clients who are not yet registered on My Aged Care. 

Guidance and instructions

All information updates will be posted on this page, including additional instructions and information about the next stage of the data collection project in My Aged Care Provider Portal in July.

Letter from department to CHSP providers explaining data collection process (updated 27 June 2019) 

Sample letter to grandfathered clients (from providers) (updated 27 June 2019) 

Quick Reference Guide (for CHSP providers) — explains how to upload the data collection template into the My Aged Care Provider Portal and select the services each client receives (updated 25 July). Please note: this guide has been designed to be used by CHSP provider staff who are ‘My Aged Care Organisation Administrators’.

Providers are reminded the My Aged Care Provider Portal is open from 22 July 2019 until 11.59pm AEST 23 October 2019. The data collection template needs to be submitted to the provider portal during this period, with manual insertion of service information for each client from drop down menus, before the final data can be submitted in the provider portal.

The insertion of client service information may be time consuming for providers with large numbers of grandfathered clients – providers are encouraged to complete this requirement as soon as possible as there will be no extensions to the opening of the provider portal. All data in the provider portal must be finalised before it can be submitted for final migration.

For technical queries about the My Aged Care provider portal, CHSP providers can 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 and Saturday from 10 am to 2 pm.

Timeline for CHSP providers 

Following feedback from the sector and providers about the time required to complete this task, the department has extended the project deadline from 1 September 2019 to 23 October 2019. This means providers will have more time to undertake the data collection process in the My Aged Care Provider Portal.



From 17 June 2019

Start collecting grandfathered client data using the template

22 July to 11.59pm 23 October 2019

Upload completed template into the Aged Care Provider Portal and enter service delivery information for each client before submitting.

Need assistance?

Please contact your Funding Arrangement Manager or send an email to