Preparing to be assigned a home care package

Page last updated: 06 December 2017

PDF version: Preparing to be assigned a home care package

Assessing your needs

You are likely to have to wait between the time you are approved for care and the time you are assigned a home care package. Find out your wait time by calling My Aged Care on 1800 200 422* or by accessing your client record using MyGov.

Complete the following while waiting, so that when you are assigned a package your care can start quickly.

Research home care providers by:

  • using the service finder tool on the My Aged Care website
  • contacting My Aged Care on 1800 200 422*
  • getting in touch with the ACAT that did your assessment
  • having a chat to friends or family who are already receiving home care services.

Work out the costs

The Home Care fee estimator will give you an indication of the fees and charges you may be asked to pay. The actual fees will depend on a formal income assessment by the Department of Human Services (DHS).

Update your contact details

Make sure your address details and contact information held by My Aged Care is correct so we can send you updates.  You can do this by calling My Aged Care or through your MyGov account.

Register a representative

If you would like a family member, carer or someone else you trust to talk to My Aged Care for you, you need to agree to them doing so. Visit My Aged Care to find out how to set up a representative.

Opt out of the queue if your circumstances change

Let My Aged Care know if your circumstances change and you no longer need a home care package. Some examples of why this might happen are:

  • you go to live in an aged care home (residential aged care)
  • after your income assessment you decide that you do not want to pay for the cost of a home care package
  • the care you are already receiving is fine at the moment.

                Remember, if you opt out of the queue you can always re-join it later by calling My Aged Care. You will be placed back in the queue using your original approval date and priority.

When you receive your package assignment letter

When you are at the top of the queue you will receive a letter assigning you a home care package. This will include your unique referral code that allows you to take up your package through a service provider that you choose.

You have 56 days from the date your package is assigned to enter into a Home Care Agreement – this is referred to as your ‘package take-up deadline’. If you need extra time to make a decision, call My Aged Care and ask for an extension of a further 28 days.

If you have not entered into an Agreement within your take-up deadline (56 days or 84 with an extension), your package will be withdrawn. This means that the service provider will not be able to claim a subsidy for your care.

Starting care

Use your unique referral code

You can either give your package assignment letter that contains your code directly to your preferred provider, or call My Aged Care and ask them to issue a referral to your provider(s).

Negotiate and enter into a Home Care Agreement with your preferred provider

This will include working with your provider to develop a care plan and budget.

Start receiving services under your home care package

More information

For more information about home care eligibility you can:

•             visit  

•             call My Aged Care on 1800 200 422* (Monday to Friday 8 am to 8 pm and Saturday 10 am to 2 pm). If you need an interpreter, we can help through the Translating and Interpreting Service. Call 131 450 and ask for 1800 200 422.

 Related documents

•             Your pathway to accessing a home care package

•             Researching Home Care Providers – considerations and checklist

•             Entering into a Home Care Agreement – considerations and checklist

•             How do I get help to talk to My Aged Care

•             Login using myGov

* Calls to 1800 numbers are generally free when made from a landline. All calls made from mobile phones are charged at the rates applicable to each telephone provider.