Where Are You in Your Home Care Journey?
Navigating the Home Care system can be overwhelming—information is scattered across websites, phone calls and letters. This interactive guide brings every step together in one place, so you always know what comes next and where to go for help.
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Choose your stage:
1. Contact My Aged Care
You or a family member ring 1800 200 422 (free call)
OR
Go online at myagedcare.gov.au to register your interest in home support. You’ll be asked basic questions to start the process.
Immediately to same day
2. Initial Eligibility Screening
A My Aged Care officer will call to interview you about personal care, health, mobility and recent changes—such as falls or hospital stays—and assess your eligibility for referral to a full care assessment.
A family member, friend or carer can help apply online or by phone and, with your permission, act on your behalf.
Within 1–3 business days
3. Receive a referral
Based on your screening, you’ll be referred either to the Regional Assessment Service (for lower-level supports) or the Aged Care Assessment Team (for a full Home Care Package). Once referred, you’ll receive a call from the assessor’s team to arrange a time for an in-home or in-hospital assessment. This usually happens within a few weeks.
Within 1–2 weeks of screening
1. Attend your ACAT assessment
Your ACAT assessment usually takes place at home or in hospital within 1–2 weeks of referral. The assessor reviews your health, mobility, living environment, support network and any recent incidents to determine your care needs. Discuss changes like falls, medication management or social isolation to ensure your care plan reflects all needs.
Scheduled within 1–2 weeks of your referral
2. Eligibility decision
Immediately after your ACAT visit, the assessor explains which Home Care Package level (1–4) matches your needs. Package levels reflect the complexity of your support requirements, from basic help to high-level care. Understanding your level helps you plan services, budget and provider options. Ask clarifying questions if anything is unclear.
Made at the end of your assessment appointment
3. Receive outcome letter
Within one week of your assessment, you’ll receive an official outcome letter confirming your approved package level and outlining next steps. The letter specifies your funding start date, budget allocation and important deadlines—like when to choose a provider—so you can prepare and avoid missing critical cutoffs. Keep this document for your records.
Typically 3–12 months later, depending on your priority and package level.
1. Placed in the national queue
Once your ACAT approval is confirmed, you’re immediately placed on the national waiting queue for Home Care Packages at your assessed level. This central list prioritises applicants by need and availability of funds.
Placement occurs immediately after ACAT approval, and your position determines how soon package funding becomes available.
Immediately to same day
2. Access interim supports
While waiting, you can request entry-level supports through the Commonwealth Home Support Programme (CHSP). These interim services include domestic assistance, personal care and social support, helping you maintain safety and independence.
Services typically commence within 1–2 weeks of your request, ensuring you access essential support while you wait for your package funding.
Within 1–2 weeks of request
3. Receive status updates
My Aged Care provides regular status updates on your position in the queue, keeping you informed of any movement and anticipated wait times. Updates arrive monthly or whenever your ranking changes significantly.
This transparency helps you plan ahead and adjust expectations, ensuring you know when your Home Care Package funding is likely to be released.
Monthly or when your position changes
1. Receive your assignment letter
Your assignment letter from My Aged Care confirms your approved package level, funding amount and official start date. It arrives immediately when funding becomes available and contains key deadlines—such as the 56-day selection window—and instructions for next steps. Keep this document safe as it outlines your care budget and timelines.
Immediately on funding availability
2. Choose a provider
Within 56 days of receiving your assignment letter (plus a one-time 28-day extension if requested), you must select a Home Care provider. Compare local providers by services, fees, availability and ratings to find the best match for your needs. Reach out to shortlisted providers to discuss your care plan before deciding.
Within 56 days of your letter
3. Sign your Home Care Agreement
Once you’ve chosen a provider, you’ll enter a Home Care Agreement that details your care plan, budget allocations and service schedule. Review terms and conditions carefully— including notice periods and fees —and sign to finalise your arrangement. Services typically start within 1–2 weeks of signing, so ensure you understand every section before committing.
Usually 1–2 weeks after selecting a provider
Join our queue to choose and secure providers
At any stage post-ACAT, compare and secure your preferred Home Care provider before your 56-day selection window ends.
Benefits of Using This Guide
Stop hunting through scattered resources and confusing phone trees—get every step of your Home Care Journey in one interactive tool, so you can move forward with confidence.
You’re Not Alone in This Journey!
Browse and compare qualified local providers to start your care plan with confidence.