Aged Care in Australia: What the approval process Is like

When someone you love starts to need more support, figuring out where to begin can feel overwhelming. The aged care system involves multiple steps, assessments, and decisions, and most families arrive at it with little notice and even less preparation. Understanding how the approval process works takes some of that pressure off.

Your first contact should be to MyAgedCare.gov.au which is run by the Australian Government Department of Health, Disability and Aging.   Outside of financial advice, they can help you navigate through the complexities of aged care, every step of the way.

Apply online, by phone or in person

To access government-subsidised aged care services, the process starts with an application and an assessment. There are 3 ways you can apply for an assessment.

1. Online. It’s quick and easy to apply online, and all you need is your Medicare card. It takes 15–20 minutes to complete the application, so make sure you have a little spare time. With your permission, someone else can also apply on your behalf.
   Apply for an assessment online now.
2. By phone. You can call if you’d like to speak with someone. The staff at MyAgedCare can answer questions and complete your application over the phone. If you need help calling, please visit Contact them to see the support available, including interpreting services if you speak a language other than English. A friend or family member can join the call with you, if you want.
   Call My Aged Care on 1800 200 422.

   During the call, they’ll ask about current care needs, any support already being received, and any previous assessments. The more clearly you can describe what day-to-day life looks like, the better they can direct you to the right type of support.

3. In person. You can apply in person if you’d like to speak with someone face-to-face. To apply in person, you need to make an appointment with an Aged Care Specialist Officer (ACSO) at a Services Australia office (Monday to Friday, 8am to 5pm). If you want to talk with someone in your own language, mention this when you make an appointment.
   Make a booking to talk with an ASCO on 1800 227 475.
   
   A few things worth having ready before the visit:
   
   – Your Medicare card and GP contact details
   – Any referrals from your doctor
   – A summary of existing support arrangements
   – Questions about services or local providers you’d like to ask
   
   A family member, carer, or friend can sit in on the assessment. Having someone else in the room often helps, both for practical support and to make sure nothing important gets missed.

Once your application is complete, an assessment organisation will call you (or someone you choose) to discuss your needs and, based on the discussion, arrange a date for the assessment.  

Assessments are carried out in your home by a trained assessor. They can also be arranged at other locations or via telehealth when necessary. 

What the assessor looks at

The visit gives the assessor a fuller picture of care needs. They’ll ask about health and lifestyle, how daily tasks at home are being managed, memory concerns, and anything relating to home and personal safety.

The aim is to build a support plan together, not run through a checklist. That plan captures strengths, difficulties, goals, and preferences, and forms the basis for the services you’ll be approved to access..

What happens after the assessment

Once the assessment wraps up, you’ll receive either an approval letter outlining the services available, or a letter explaining why approval wasn’t granted and what to do next.

Approval opens the door to a range of government-subsidised services, from support at home through to residential aged care. The type and level of services will depend on what the assessment determines.

The financial side comes next

The approval process is just the beginning. Once care services are confirmed, the financial questions arrive quickly, how costs are structured, what your assets mean for what you pay, and how to plan for ongoing expenses.

A financial adviser who understands aged care helps your family work through those decisions without the pressure of having to figure it out on the run.

If you’re starting to navigate aged care for a parent, or simply want to understand what planning ahead looks like, feel free to get in touch.

Disclaimer: Information presented is general in nature and hasn’t taken into account your personal circumstances. You should consider whether the strategies and investments are suitable for you by seeking personal advice from a licensed financial advisor. We do not accept any liability for any resulting loss or damage of the reader or any other person. Past performance is not a reliable guide to future returns.