Where to Start With Aged Care: A First-Timer's Roadmap

So you've realised someone needs a bit more help. Maybe it's you. Maybe it's a parent who's had a fall, or who isn't keeping the house the way they used to. Either way, you've started looking into aged care and run straight into a wall of acronyms, government websites, and advice that all assumes you already know how the system works.

Take a breath. You don't need to understand the whole system today. You need to know the next three or four steps, and you need to know who to call. That's what this page is for.

The one thing to understand first

Almost all government-funded aged care in Australia runs through a single front door called My Aged Care. It's a phone line and a website run by the federal government. You register, you get assessed, and the assessment decides what help you're eligible for.

You can't usually skip this step. A provider can't just sign you up for subsidised services off the street. The assessment is the gate. The good news is it's free, and it's not a test you can fail. It's a conversation about what you're finding hard.

Are you (or they) eligible?

The basic eligibility lines, set out by My Aged Care, are:

• 65 or older with some care needs, or
• 50 or older with care needs if you're Aboriginal or Torres Strait Islander, or homeless or at risk of it.

Note that aged care and disability support are different systems. If the person is under 65 and the need is disability-related, the NDIS is usually the right door, not aged care. If you're not sure which applies, it's fine to start with a phone call to My Aged Care and let them point you the right way.

A quick map of what's actually on offer

There are three broad levels of help. You don't choose these yourself; the assessment recommends what fits. But it helps to know the shape of it.

Level of need	What it's called	What it looks like
A bit of help to stay independent	Commonwealth Home Support Programme (CHSP)	Help with cleaning, meals, transport, a bit of personal care, social outings
More coordinated help at home	Support at Home	A managed package of services in your own home, for higher or more complex needs
Can no longer manage at home	Residential aged care	A care home with 24-hour support

One big change worth knowing: in November 2025 the old Home Care Packages were replaced by a new program called Support at Home. If you read older guides online that mention "Home Care Package levels 1 to 4," that language is on the way out. The Department of Health has the detail on what changed.

There's also respite care, which is short-term help so a regular carer can take a break. That's worth knowing about early, because carer burnout is real and respite is often the first thing families actually need.

Your first three steps

Here's the roadmap. Three steps, in order.

Step 1: Register with My Aged Care and apply for an assessment

You can do this:

• Online, with just a Medicare card. It takes about 15 to 20 minutes. (Apply online.)
• By phone, on 1800 200 422. Staff can answer questions and fill in the application with you.
• In person, by booking with an Aged Care Specialist Officer at a Services Australia centre on 1800 227 475.

You can do all of this on behalf of someone else. If you're a daughter, son, partner or friend doing the legwork, that's completely normal and the system expects it. It helps to have the person there, or to have their permission to speak for them, so My Aged Care can talk to you about their situation.

Step 2: Have the assessment

After you apply, an assessor will get in touch to arrange a visit. According to My Aged Care, you'll usually be contacted within 2 to 6 weeks.

The assessment is almost always done in your own home, in person. An assessor sits down with you and talks through how you're managing day to day: cooking, washing, getting around, taking medications, getting to appointments. You can have a family member or friend there. You should. A second set of ears is invaluable, and they'll often remember things you'd play down.

This is not the time to put on a brave face. People instinctively under-report how much they're struggling, especially with a stranger in the room. Be honest about the bad days, not just the good ones.

Step 3: Read your outcome letter and choose a provider

After the assessment you'll get a Notice of Decision letter. It tells you what you're eligible for and includes a support plan and usually a referral code. You give that code to the provider you choose, and they can start arranging services.

Choosing a provider is where you actually have control, and it's where a directory like this one helps. You can compare local services, see what's verified, and look at what else is around. Browse home care providers or use search to find services near you.

What it costs (the short version)

Most government-funded aged care is subsidised, but it's not all free. What you pay depends on your income and assets, assessed by Services Australia, and on the type of service. We've got a full breakdown of aged care costs and the means test if you want the detail. For now, the headline is: clinical care like nursing is fully funded, and the contribution for everyday things like cleaning is higher. Pensioners pay the least.

Don't let cost stop you from starting the assessment. It's free, and you'll get clear numbers before you commit to anything.

A simple starting checklist

• Find the person's Medicare card
• Decide who's helping with the paperwork
• Register and apply at My Aged Care or call 1800 200 422
• Note the date the assessor is meant to call (chase at 6 weeks if you hear nothing)
• Arrange for someone to be present at the assessment
• Keep the Notice of Decision letter and referral code somewhere safe
• Start comparing local providers

Frequently asked questions

Is the assessment free?
Yes. Registering and being assessed through My Aged Care costs nothing.

Can I get help while I'm waiting?
Possibly. If the need is urgent, say so when you apply. There's also short-term respite care and community supports, and your GP can help in the meantime. Speaking of which, your GP is a good early ally; they can flag concerns and support the process.

What if Mum refuses help?
Common, and hard. Sometimes it helps to frame it as keeping her independent at home for longer, which is exactly what the entry-level programs are designed to do, rather than "getting care." Starting small with cleaning or meals is less confronting than the word "carer."

Do I have to take the first provider offered?
No. The referral is yours to use with whoever you choose. Compare a few first.

You don't have to get this perfect. You just have to start. Register, get assessed, and take it one step from there.