Understanding My Aged Care — What It Is and How to Navigate It

If you or someone you love is starting to need a little more help around the home, or thinking about what care options might be available down the track, you've probably heard the words "My Aged Care" mentioned. But what exactly is it, how does it work, and where do you even begin?

I'll be honest — the aged care system in Australia has never been simple. And in 2025 and 2026, it went through some of the most significant changes in a generation. This article explains what My Aged Care is, how to access it, and what the recent changes mean for you — in plain English, with no jargon.

What is My Aged Care?

My Aged Care is the Australian Government's central entry point for older Australians who need government-funded aged care services. Think of it as the front door — before you can access any government-subsidised support, whether at home or in a care facility, you go through My Aged Care first.

There are four key steps to accessing government-funded aged care services: finding out what's available, applying for an assessment, finding a provider, and setting up your services.

You can contact My Aged Care by:

1. Calling 1800 200 422 (free call, Monday to Friday 8am–8pm, Saturday 10am–2pm)
2. Visiting myagedcare.gov.au

Asking your GP, hospital social worker or community nurse to make a referral on your behalf

Who is eligible?

1. Eligibility for government-subsidised aged care services is based on your age, needs and situation. An aged care assessment will determine if you are eligible for services and — if you are — which program you're eligible for. Service NSW
2. In general terms, you need to be:
3. An Australian resident aged 65 or older (or 50 or older for Aboriginal and Torres Strait Islander peoples)
4. Experiencing some difficulty with daily tasks due to ageing, illness or disability Wanting to remain living at home, or needing to move into residential care

There is no income limit to access My Aged Care. Anyone who meets the eligibility criteria can apply. Government-subsidised services are available to all eligible individuals, but depending on your financial situation, you may be asked to contribute towards the cost of services.

The big change: the new Single Assessment System

From 9 December 2024, the ACAT (Aged Care Assessment Team) and RAS (Regional Assessment Service) systems were merged into a new, unified process called the Single Assessment System. This change aims to simplify aged care assessments and ensure older Australians receive timely and consistent access to support.

What this means in practice is that you no longer need to work out which type of assessment applies to your situation — My Aged Care figures that out for you based on your needs.

After you submit your application for an assessment, an assessment organisation will call you within 2 to 6 weeks. On the call, they will confirm your needs and, if you are eligible, arrange a time to visit you at home to carry out the assessment. During the face-to-face assessment, the assessor will talk to you about your circumstances and needs and work with you to identify what services might suit you best.

Have your Medicare card handy when you call. The initial registration takes about 15 to 20 minutes.

What are the three main programs?

Once assessed, you may be eligible for one of three main programs:

1. Commonwealth Home Support Program (CHSP)

Entry-level care for those who need a low level of support to keep living independently and safely at home. This might include help with housework, personal care, transport, social activities or meals. There is no formal income and assets test for CHSP — and it is generally faster to access than higher levels of support.

2. Support at Home

This is the big one that changed in November 2025. The Support at Home program launched 1 November 2025 and replaced the old Home Care Packages system. It has eight funding levels ranging from approximately $11,000 to $78,106 per year.

One important change that's excellent news for seniors: all clinical care services are fully funded by the Australian Government, regardless of your income, assets, or classification level. You pay nothing toward nursing, physiotherapy, occupational therapy, podiatry, speech pathology, or any other clinical services.

Your contribution toward everyday living services — things like help with cleaning or shopping — is determined by a means assessment. Full Age Pensioners typically pay little or nothing toward these services.

3. Residential Aged Care

For people who can no longer be safely supported at home, residential aged care (what many people still call a nursing home) provides accommodation and care in a dedicated facility. The assessment process determines eligibility, and a separate means test through Services Australia determines your financial contribution.

The two assessments you need to know about

Your care assessment determines eligibility and the level of support you require, while the income and assets assessment (conducted by Services Australia) determines any financial contributions. These are two separate processes.

It's worth doing both at the same time, rather than waiting for the care assessment to finish before starting the financial one — it can save weeks.

What if you disagree with the outcome?

This is important and not widely known. As at April 2026, Services Australia had received 414 formal review requests from people who believed their assessment did not reflect their actual care needs. The government has committed to refining the system — and the review mechanism exists precisely to address these situations. Do not accept an outcome that feels wrong without first requesting a review.

If you are dissatisfied with the outcome of your aged care assessment, you can contact My Aged Care or your assessor to discuss your concerns and request a review of the decision. If you remain unhappy after this process, you can request a formal review in writing.

What about waiting times?

I won't sugar-coat this — waiting times are a real issue. The waiting list reached over 130,000 people by December 2025, an increase of 25,000 in just two months. Waits vary from a few months for lower levels of support to over 12 months for the highest level.

The practical advice here is: don't wait until there's a crisis to apply. Register with My Aged Care earlier than you think you need to. Even if you don't need services yet, being in the system means you're further along the queue when the time comes.

While you wait for a Support at Home package, you may be able to access entry-level CHSP services meanwhile — it's worth asking specifically about this when you call.

My practical tips for navigating the system

After researching this thoroughly and speaking with people who have been through it, here's what I'd tell any Australian senior or their family member:

1. Call early, not in a crisis. The system works better when you have time. Register before you desperately need help.
2. Have your Medicare card ready when you first call 1800 200 422.
3. Bring a family member or trusted person to the face-to-face assessment if possible.
4. They can help you remember details and advocate for your needs.
5. Do the financial assessment at the same time as the care needs assessment — don't wait.
6. If the outcome feels wrong, ask for a review. You have that right, and it's worth exercising.
7. Use the Find a Provider tool on myagedcare.gov.au to compare providers before committing to one. From 1 July 2026, all providers must publish their full price lists online.

Ask about CHSP services while you wait for a Support at Home package — you may be able to access some help meanwhile.

The bottom line

My Aged Care is genuinely important — it's the gateway to support that can make a real difference to quality of life as we get older. The system has changed significantly in the past year and will continue to evolve, but the starting point is always the same: one phone call to 1800 200 422, or a visit to myagedcare.gov.au.

If you've been through the My Aged Care process — good or bad — I'd love to hear about your experience in the comments below. Real stories from real people are worth more than any official guide.

This article is based on publicly available information current as of May 2026. It is general in nature and does not constitute advice. Always contact My Aged Care directly or speak with a qualified aged care specialist for guidance specific to your situation.