My Aged Care FAQ

Is aged care help for elderly Australians means tested?

My spouse and I are 75+ years, in good health and using private cleaners and gardeners to stay in our home. Are we eligible for My Aged Care services?

Commonwealth Home Support Programme (CHSP)

Do the Referral Codes pay in full for a service provider, or is there a 'gap' to pay?

  • A CHSP referral code is your unique reference number for receiving services. Your assessor will give you one referral code for each service you’re eligible for.
  • A person is expected to contribute to their services if they are able to.
  • How much someone contributes depends on their income and the type and number of services needed. The type of service does influence the amount due. For example, simple services like meals might cost a small amount, whereas more complex services like home modification work, will cost much more.
  • A person has to discuss and agree on the fees with their provider before they receive any services. So, how much a person will pay for their services will vary from provider to provider and by services received.
  • Services will not go ahead without you or the person you care for agreeing to the fees first.

For more information view Commonwealth Home Support Programme Costs.

I can’t find an agency for cleaners that is taking new clients. I’ve tried multiple services which are full and don’t offer waitlists. What should I do?

  • Call the My Aged Care contact centre on 1800 200 422 and explain your situation. Provide them with the names of those agencies you have contacted and ask for support.
  • If you’re a carer, you may be eligible for Carer Gateway Carer Directed Support. Visit the Carer Gateway website for more information or call 1800 422 737.
  • If you need support to raise any concerns, you may be able to have an advocate work with you to resolve the matter. The Older Persons Advocacy Network (OPAN) helps people interact with Commonwealth-funded aged care services. The Network is free, independent and confidential. Call 1800 700 600 (9.30am to 4:30pm Monday to Friday) or visit opan.org.au.

If you have tried all these avenues and not been able to get assistance, you can lodge a complaint with the Aged Care Quality and Safety Commission (a free service) or by calling 1800 951 822 Monday to Friday 9am-5pm.

If I get approval for a Home Care Package but am not ready to take it up yet, do I have to reapply?

Once you have received your approval letter, you have 56 days from the date on the letter to start the service. You can request a 28 day extension by calling My Aged Care on 1800 200 422.

If the package is not taken up after an extension is granted, it will be withdrawn and you need to reapply.

I would like to change service providers. How do I do this?

  • You can change, but you must agree on a start date with the new provider and an end date with the current provider. The current provider must report the end date and pay the unspent home care amount. The new provider must accept the referral and report the new entry.
  • You should also check your Home Care Agreement for any conditions such as notice periods or exit amounts that may apply.
  • Do not agree to an end date with your current provider until you have an agreement in place with your new provider.

Visit the Department of Health website for information on changing home care providers.

Why is there such a long wait time to receive levels 2 – 4 of Home Care Packages?

  • Wait times for HCP range from between 6-9 months in some instances. Over the next five years reforms are planned to the system that should see more home care packages become available.
  • While waiting for Level 2-4 home care packages you can:
    • Accept a Level 1 Home Care Package.
    • Receive some services from the Commonwealth Home Support Program.
    • Receive a Carer Directed Support package if you are a carer.

For more information go to Tailored support packages.

My father is unable to live at home independently and we are looking at an aged care home to meet his needs. He received an ACAT assessment five years ago. Will he need another assessment?

  • The ACAT Assessment is still valid but if your father’s health needs or circumstances have changed it is best to get reassessed.

What is a referral code and do I need it to enter an aged care home?

  • A person’s referral code is received through an ACAT Assessment and includes a support plan. You will need this to enter long term or short term aged care.

Where can I find more information?

Visit Carers NSW Navigating My Aged Care Handbook

Myagedcare frequently asked questions

 

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