My Aged Care
My Aged Care gives older Australians, their families, carers and other representatives a single place to find out about the aged care system. It has a central registration point where clients have their needs assessed before being referred to a service.
The My Aged Care workforce is:
- My Aged Care contact centre staff
- Regional Assessment Services (RAS), and
- Aged Care Assessment Teams (ACATs)
The workforce uses the National Screening and Assessment Form (NSAF) to collect information for the screening and assessment process.
Read more about the NSAF on the Department of Health (Health) website.
My Aged Care contact centre
My Aged Care contact centre staff provide information and register and screen clients over the phone using the NSAF. Staff ask clients or their representative set questions to find out if clients need:
- a home support assessment through the RAS, or
- comprehensive assessment through the ACATs
The information is saved on the central client record.
Read more about My Aged Care on the Department of Health (Health) website.
Assessors and providers can contact the My Aged Care provider and assessor helpline on 1800 836 799.
Regional Assessment Services
The RAS conduct face-to-face home support assessments of people seeking entry-level support at home, provided under the Commonwealth Home Support Programme (CHSP). They operate at a regional level in all states and territories except for Western Australia.
The assessment determines eligibility for CHSP services and develops a goal-oriented support plan for the client. The RAS use the My Aged Care assessor portal and NSAF to record the assessment and support plan, and make referrals to services.
Aged Care Assessment Program
The Aged Care Assessment Program is administered by Health. Australian and state and territory governments work together to operate ACATs across Australia.
Aged Care Assessment Teams
The ACATs conduct comprehensive assessments of the care needs of older people with complex needs and help them access the most suitable types of care, including approval for Commonwealth subsidised aged care. They are assessed for eligibility for care under the Aged Care Act 1997, with approval subject to a decision by an ACAT delegate. It also involves developing a goal-oriented support plan.
All ACATs use the My Aged Care assessor portal and the NSAF to:
- manage referrals for assessment
- record comprehensive assessments on the NSAF
- develop support plans
- recommend services – care provided under the Aged Care Act 1997 or CHSP services
- record approvals for care under the Aged Care Act 1997
- refer a person for services, and
- review and update central client records with support plans and assessment outcomes
A person may be approved to receive 1 or more of the following types of care:
- Residential Care
- Residential Respite Care
- Home Care
- Transition Care
- Short-term Restorative Care
Individuals can access an ACAT assessment by contacting My Aged Care.
If you are a Home Care, Residential Care, Transition Care or Short-term Restorative Care provider, you can view the client record, support plan and approvals through the My Aged Care provider portal.
Read more about Aged Care Assessment Teams on the My Aged Care website.
My Aged Care client portal
Registered My Aged Care clients with a myGov account can link it to the My Aged Care client portal. They can access the My Aged Care client portal through myGov to view or update their client record. They can see their interactions with My Aged Care, including screening and assessment outcomes, plans and service information.
Applications for care
If a person is seeking services provided under the Aged Care Act 1997 they must complete the Application for care under the Aged Care Act 1997 form. This is so the ACAT can work out their eligibility for care. The ACAT accesses the form through the My Aged Care assessor portal and sends a printed version to the person to complete. ACATs upload the completed form as an attachment to the client record on My Aged Care.
Approvals for Commonwealth subsidised aged care
The ACAT assessor records the comprehensive assessment and approved care types on the My Aged Care system and the approval information is sent to us.
Use online claiming to view the National Screening Assessment Form (NSAF) if you are an aged care provider for:
- Residential Care
- Home Care
- Transition Care
- Multi purpose services
Short-term Restorative Care Please note, the full NSAF is not viewable in online claiming. To access this information you will need to log into My Aged Care.
To view NSAF data online for a care recipient who isn’t in your care, provide the:
- care recipient's full name
- care recipient's date of birth
- care recipient's Medicare card number and individual reference number, or Department of Veterans' Affairs (DVA) file number and dependency code
- reason for accessing the care recipient's aged care approval information
The care recipient's information becomes available when all of the information is confirmed.
Contact us if you can’t supply all the required information - for example, if a care recipient can’t provide a Medicare card number or DVA file number and dependency code, and they also don’t have a copy of their NSAF. Sometimes we can release information.
The assessment record is no longer available as an Aged Care Client Record (ACCR) for care recipients assessed and approved on My Aged Care. If a care recipient was assessed by ACAT before My Aged Care, you can continue to view the ACCR through the aged care payment systems.
Consent to release an electronic Aged Care Client Record
Use the Consent to release an electronic Aged Care Client Record form to prove that a care recipient or nominee has given consent for an aged care service or Aged Care Assessment Team to request a copy of their electronic Aged Care Client Record.
Transition Care extension
In special circumstances, a care recipient may need to extend their Transition Care approval past the 12 week maximum for each episode.
You, as their provider, can request an extension through the My Aged Care provider portal. The form must be requested with the care recipient or their representative in the first 12 weeks of Transition Care.
An extension can last for 42 days and only 1 extension may be granted per episode of Transition Care.
Clients who have been assessed and approved before My Aged Care must complete a Aged Care Application for an Extension of Transition Care form and send it to an ACAT for review and approval.
Residential Respite and extensions
An ACAT must deem a care recipient as eligible before they can access residential respite care. Care recipients can access 63 days of subsidised respite care in a financial year. In some situations, a recipient can apply to an ACAT for an extension of up to 21 days.
You, as their provider, can request residential respite extensions for new clients assessed on My Aged Care through the My Aged Care provider portal. You must complete the Application for 21 day extension for Residential Respite Care form for clients assessed and approved before My Aged Care.
Page last updated: 11 July 2019