What is My Aged Care, and what does it do?

When you first start looking into aged care for yourself or an older relative, almost every path leads to the same three words: My Aged Care. It appears on government websites, in GP referrals, and in hospital discharge papers, usually without much explanation of what it actually is or what it will do for you.

My Aged Care is the Australian Government's single entry point for government-funded aged care. Think of it as the front door: you go through it to be assessed, to understand what you might be eligible for, and to be connected to services and providers. It runs a phone line on 1800 200 422 and a website at myagedcare.gov.au. It is free to use.

This guide explains what My Aged Care does, the steps it takes you through, and, just as usefully, what it is not, so you know what to expect before you pick up the phone. Because the detail of programs and fees is set by government and changes over time, treat My Aged Care itself as the current authority and this guide as the map of how the pieces connect.

What My Aged Care is

My Aged Care is not a care provider and it is not a call centre that books cleaners. It is the coordinating gateway that sits in front of the whole publicly funded aged care system. Its job is to make sure people reach the right assessment and the right services, rather than having to knock on dozens of separate doors.

Everything that follows, entry-level help at home, an ongoing in-home budget, residential aged care, or respite, is reached through this one entry point. That is the single most useful thing to understand: you do not apply to individual programs directly, you go through My Aged Care first.

What My Aged Care actually does

In practice, My Aged Care does a handful of distinct jobs:

• Gives information. Explains the types of aged care support, roughly who they are for, and how the system works, without you needing to know the jargon first.
• Registers you and starts a record. The first call creates a client record that follows you through assessment and into services, so you are not starting from scratch at each step.
• Screens your needs. A staff member asks about the person's situation and needs to work out what kind of assessment, if any, is appropriate.
• Arranges an assessment. It refers you to the assessment system that confirms what you are eligible for. Since December 2024 a single assessment system replaced the separate ACAT and RAS arrangements. Our guide to the aged care assessment explains what happens at the visit.
• Helps you find and compare providers. Its service finder tools let you search for providers of home support, residential care, and other services in your area.
• Explains fees and lets you manage things online. An online account lets you view your assessment outcome, referral codes, and provider details, and it points you to how contributions are worked out.

The steps, from first call to services

For most people the journey runs in a predictable order:

1. First contact. You or a family member call 1800 200 422 or register online. The call takes around 20 minutes and covers the person's health, living situation, and where they are struggling.
2. Assessment. My Aged Care refers the person for an assessment. A lighter assessment suits straightforward needs; a more detailed one is needed for higher-level home support, residential care, and government-funded residential respite.
3. Outcome and referral. The person is told what they are eligible for and given referral codes to take to providers.
4. Choosing services. The person selects providers and arranges services. For an ongoing in-home budget this can involve a wait before funding is assigned. Our guide to home support versus CHSP explains the two home-care pathways.

If circumstances change at any point, you can go back to My Aged Care and ask for a reassessment. You do not have to wait for a scheduled review.

Who it is for, and who can call on your behalf

My Aged Care is for older Australians, generally those aged 65 and over, and from 50 for Aboriginal and Torres Strait Islander people. If a person's needs arise from a permanent, significant disability and they are under 65, the NDIS is usually the right system instead.

Families and carers are welcome to make the first call and take part with the older person's consent, and in practice they very often do. If the person cannot give consent, someone with the appropriate legal authority, such as an enduring guardian or attorney, can act for them. Our guide on helping a parent into aged care walks through doing this alongside a reluctant or unwell relative.

What My Aged Care is not

Setting expectations helps here:

• It is not the assessor. My Aged Care arranges the assessment, but the assessment itself is carried out by assessment services.
• It is not your care provider. It connects you to providers; the actual care is delivered by the organisations you choose.
• It is not an emergency service. For urgent medical needs, call 000. My Aged Care handles planned access to aged care, not crises in the moment.
• It is not means-testing you at the front door. Eligibility is about age and care need; what you contribute is worked out separately.

Once you have your assessment outcome and referral codes, you can browse verified providers in the aged care directory on Our Mate to compare options near you.

Frequently asked questions

Is My Aged Care free to use?

Yes. Contacting My Aged Care, being registered, and being assessed are free. Costs only come into it later, as contributions towards the services you actually receive, and those are worked out separately based on your circumstances. Using the front door itself never costs anything.

Do I have to go through My Aged Care to get aged care?

For government-funded aged care, yes. My Aged Care is the single entry point, and the assessment it arranges is what unlocks funded home support, residential care, and government-funded respite. You can always pay privately for services outside the system, but the subsidised pathway runs through My Aged Care.

Can I call My Aged Care for my parent?

Yes, with their consent. Families and carers regularly make the first call and take part in the process alongside the older person. If your parent cannot give consent, someone with the appropriate legal authority, such as an enduring guardian or attorney, can act on their behalf. It helps to have the person present or available when you call.

What is the difference between My Aged Care and an ACAT assessment?

My Aged Care is the entry point that arranges things; the assessment is the separate step that confirms what you are eligible for. People still say "ACAT," but since December 2024 a single assessment system covers both lighter and more detailed assessments. My Aged Care decides which one you need and refers you for it.

Does My Aged Care cover people with disability under 65?

Generally no. It is the entry point for aged care, aimed at older Australians. If a person is under 65 and their needs come from a permanent, significant disability rather than ageing, the NDIS (1800 800 110) is usually the appropriate system. My Aged Care can help point you to the right pathway if you are unsure.