Aged Care online systems - Resolution for error message 'Service Not Available' and tips to reduce access issues

The Aged Care online systems are designed to allow each registered user to have their own log on credentials.

A user who has been registered to use the system on behalf of a service should not share their log on details with other users.  Having more than one user log on to the system with the same set of credentials may cause system issues and provide a poor experience for both users.

Here are some tips to assist you to improve your online experience:


Ensure your service is registered for:

  • Aged Care Online Services if you are a Home Care provider
  • Aged Care Online Claiming if you are a Residential Care provider or an ACAT
  • both Aged Care Online Services and Aged Care Online Claiming if you offer both Home Care and Residential Care

Register every user who you want to be able to claim online on behalf of your service.

If you have registered a user and they subsequently leave your service, or you no longer want them to claim online on your behalf, please advise us so we can remove their registration.


Do not share your logon and password details with other users. Once a service registers a user we will provide a unique log on and password to the user.

When logging on to Online Claiming, select either 'Home Care' or 'Residential Care and ACAT' which will direct you to the correct system.

If you have not already registered for Aged Care Online Services, you can register by completing the form Register or amend for Aged Care Online Claiming using Web Forms (AC004).  The form includes advice about how to lodge the completed form with us.

We are committed to maintaining effective, efficient online services and we encourage you to provide feedback through or call 1800 195 206.

So we can best assist you, please provide:

  • Service Provider ID and name
  • log on ID and name of user
  • a description of the steps that lead to the error, and
  • a screenshot if possible

Page last updated: 5 July 2018