Key Points

  • 66.5% of Australians aged 75 and over experience significant digital exclusion, according to the Australian Digital Inclusion Index
  • Australians aged 65 and over lost more than $120 million to scams in 2024, many involving fake government portals and health services
  • The Australian Government’s Be Connected program has helped more than 2 million learners and is funded through to June 2028
  • Telehealth consultations with GPs and specialists are covered by Medicare and do not require a referral in most cases
  • You should never share your myGov password with anyone, including family members, aged care workers, or anyone claiming to be from the government
  • Free in-person help is available at thousands of libraries and community centres across Australia

Going online has become a practical necessity for older Australians. Booking a GP appointment, checking your aged care plan, renewing a prescription, speaking to a specialist from your living room. These things used to require travel, waiting rooms, and phone calls on hold. Now they happen on a screen.

But using the internet safely and confidently is a skill, and many older Australians never had the opportunity to learn it. The technology changed fast, often without much support for people who did not grow up with it.

This guide walks through the most important digital skills for older Australians: how to use telehealth safely, how to navigate government portals including myGov, My Aged Care, and the NDIS myplace portal, and how to protect yourself from the scams that specifically target people in the aged care and NDIS systems.

Why Digital Skills Matter Now

Australia’s aged care and disability systems increasingly run online. The My Aged Care portal manages referrals, assessments, provider searches, and Support at Home allocations. The NDIS myplace portal tracks your plan, service bookings, and payment history. Medicare telehealth rebates make it possible to see a doctor, physiotherapist, or psychologist without leaving home.

For older Australians who are not confident online, these systems create barriers. You may miss notifications about your assessment. You may not know how to find or compare providers. You may be unable to access telehealth that could save you a long trip to a clinic.

The Australian Digital Inclusion Index consistently shows that older Australians face the highest rates of digital exclusion in the country. In the most recent report, 66.5% of people aged 75 and over experienced significant digital exclusion. That figure matters because digital exclusion in aged care translates directly into reduced access to services and support.

The good news is that support exists, it is free, and it works.

Understanding Telehealth in Australia

What Telehealth Is

Telehealth is a health consultation that happens by video or phone instead of in person. Your doctor or specialist sees and speaks with you through a secure video platform on your phone, tablet, or computer. In some cases, a phone call alone is sufficient and no video is required.

Medicare covers telehealth consultations with GPs, specialists, mental health professionals, and many allied health providers including physiotherapists, dietitians, and speech therapists. You pay nothing out of pocket if your provider bulk bills, just as with an in-person visit.

What You Can Do via Telehealth

Most non-emergency consultations can now happen by telehealth. These include:

  • GP appointments for repeat prescriptions, referrals, health management plans, and general concerns
  • Specialist reviews for chronic conditions, post-surgery follow-up, and ongoing management
  • Mental health sessions with psychologists and counsellors
  • Physiotherapy assessments and exercise program reviews
  • Dietitian consultations for nutrition plans
  • Medication reviews with pharmacists or GPs
  • Aged care plan reviews with your case manager or coordinator

What telehealth cannot replace is any consultation that requires a physical examination, such as a wound check, a blood test, or a procedure.

How to Book a Telehealth Appointment

  1. Call your GP clinic by phone and ask to book a telehealth appointment. Most clinics now offer this option.
  2. Confirm whether the appointment will be by video or phone only.
  3. If video, ask which platform they use. Common ones include HotDoc, HealthEngine, Coviu, or a direct video link sent by email.
  4. On the day, find a quiet, well-lit spot. If using video, sit where your face is clearly visible.
  5. Test your camera and sound a few minutes before the appointment starts.
  6. Have your Medicare card and any relevant medication lists ready.

If you are not confident with video, always ask if a phone call is possible. Almost all providers offer this alternative.

Safe Ways to Find Telehealth Services

  • Contact your regular GP clinic directly by calling the number you already know
  • Search for a bulk-billing telehealth GP at healthdirect.gov.au/gp (Australian Government health directory)
  • Ask your aged care coordinator or support worker to help you set up an appointment

Staying Safe Online: The Basics

Before using any government portal or telehealth service, understanding a few core safety habits will protect you from the majority of online scams.

Passwords

Use a different password for each important account. Your myGov password should not be the same as your email password. A strong password has at least 12 characters and includes a mix of letters, numbers, and symbols.

Write your passwords in a physical notebook kept somewhere safe at home. This is a reasonable approach for older Australians and far safer than using the same password everywhere or storing them in a note on your phone.

Never tell your password to anyone. Not to family members, not to aged care workers, not to anyone claiming to be from Services Australia, myGov, or the NDIS. No legitimate government service will ever ask for your password.

Two-Factor Authentication

myGov and most government portals use two-factor authentication (2FA). After entering your password, the system sends a code to your mobile phone by text message. You enter that code to complete the login.

This is a security feature, not a problem. If your phone number has changed, contact the relevant agency to update it before trying to log in.

If you receive a 2FA code you did not request, someone may be trying to access your account. Do not share the code with anyone and change your password immediately.

Recognising Scam Messages

Scammers frequently impersonate Services Australia (myGov, Centrelink), My Aged Care, the NDIS, and Medicare. In 2024, Australians aged 65 and over lost more than $120 million to scams, with government impersonation being one of the most common methods.

Signs a message may be a scam:

  • An SMS or email with a link asking you to log in to myGov or claim a refund
  • A phone call claiming your Medicare or Centrelink account has been suspended
  • A message asking you to confirm personal details to receive a payment
  • Urgent language designed to make you act quickly without thinking
  • A caller asking you to purchase gift cards or transfer money to “protect” your account

What legitimate government agencies will not do:

  • Send you an SMS with a link to log in
  • Call you and ask for your myGov password or Medicare number over the phone
  • Ask you to pay money to release a payment or avoid a fine
  • Pressure you to act immediately and not speak to family first

If you are unsure whether a contact is genuine, hang up or do not reply. Find the organisation’s official phone number on their website (type it yourself, do not click a link) and call them to verify.

Using myGov Safely

myGov is the Australian Government’s central portal, located at my.gov.au. It connects to services including Medicare, Centrelink, My Aged Care, the ATO, and others.

Setting Up Your myGov Account

  1. Go to my.gov.au by typing it directly into your browser’s address bar
  2. Select “Create account”
  3. Enter your email address and create a strong password
  4. Verify your email with the code sent to your inbox
  5. Set up a security question and link your mobile number for two-factor authentication
  6. Once logged in, you can link services by going to “Link a service” and following the prompts for each one

If you need help creating your account, Services Australia has a dedicated digital support line. You can also visit a Services Australia service centre in person and staff will help you set it up.

Linking My Aged Care to myGov

  1. Log in to your myGov account at my.gov.au
  2. Go to “Link a service”
  3. Select “My Aged Care” from the list
  4. Follow the prompts to verify your identity using your My Aged Care registration number or personal details

Once linked, you can access your aged care records, check your assessment status, and manage your Support at Home (formerly Home Care Package) plan directly from myGov.

Linking Medicare to myGov

  1. Log in to myGov
  2. Go to “Link a service” and select “Medicare”
  3. Verify using your Medicare card details
  4. Once linked, you can view your Medicare history, claim rebates, and check bulk billing status

Using the My Aged Care Portal

My Aged Care (myagedcare.gov.au) is the starting point for accessing aged care services in Australia. You can use it to check your assessment, find providers, and manage your Support at Home plan.

What You Can Do on My Aged Care

  • Check the status of your aged care assessment (ACAT or ACAS)
  • View your referral codes for services
  • Search for and compare home care and residential aged care providers in your area
  • Accept a Support at Home allocation when one becomes available
  • Update your contact details and personal information
  • Nominate a representative to act on your behalf

Nominating a Representative

If you find the portal difficult to navigate, you can nominate a trusted person (such as a family member or carer) to access the portal on your behalf. They will need their own myGov account. Once nominated, they can manage correspondence and services using their own login. You should never give your myGov password to a representative. The nomination process keeps accounts separate and secure.

To nominate a representative, call My Aged Care on 1800 200 422 and they will guide you through the process.

Getting Provider Information Without the Portal

If using the portal is too difficult, the My Aged Care team can assist you entirely by phone. Call 1800 200 422 (Monday to Friday, 8am to 8pm; Saturday, 10am to 2pm) and they can check your assessment, provide referrals, and help you find providers without you needing to log in at all.

Using the NDIS myplace Portal

The NDIS myplace portal is accessed through myGov. It lets NDIS participants manage their plans, view funding, make service bookings, and track payment requests.

What You Can Do on myplace

  • View your current NDIS plan and funding categories
  • Make and manage service bookings with registered providers
  • Submit and track payment requests (for self-managed participants)
  • View your plan history and statements
  • Update your contact information

Accessing myplace

  1. Log in to myGov at my.gov.au
  2. If you have not already linked NDIS, go to “Link a service” and select “NDIS”
  3. You will need an activation code, which the NDIA sends to your registered mobile number
  4. Enter the code to complete the link
  5. Once linked, select “NDIS” from your myGov homepage to enter myplace

If you have a plan manager or support coordinator, they can help you navigate myplace and make bookings on your behalf. You do not need to use myplace independently if you find it too difficult. Your plan manager has their own portal access that does not require sharing your password.

Setting Up Devices for Telehealth

Many older Australians find smartphones and tablets work better for telehealth than laptops, because the touchscreen is easier to navigate and the device can be held closer.

Making Text Larger on Your Device

On an iPhone or iPad:

  1. Open Settings
  2. Tap Display and Brightness, then Text Size
  3. Drag the slider to make text larger
  4. For even larger text, go to Accessibility, then Larger Text

On an Android phone or tablet:

  1. Open Settings
  2. Tap Accessibility, then Font Size
  3. Increase the font size using the slider

Improving Sound Quality

If you find it hard to hear during telehealth calls, most devices allow you to increase call volume using the side buttons. You can also plug in standard headphones, which often makes voices much clearer.

If you wear hearing aids, ask your audiologist whether your hearing aids can connect to your smartphone by Bluetooth. Many modern hearing aids do this and make telehealth calls much easier to follow.

Checking Your Internet Connection

Telehealth video calls require a stable internet connection. If your video keeps freezing or dropping out:

  • Move closer to your Wi-Fi router if possible
  • Ask a family member or provider to check that your internet plan has sufficient data
  • Switch from Wi-Fi to mobile data as a backup (check with your phone carrier about data costs)
  • Ask your health provider whether a phone-only appointment is possible if video is unreliable

Free Help Available Across Australia

Be Connected Program

The Be Connected program is funded by the Australian Government through the eSafety Commissioner and is free for all older Australians. It offers:

  • Online learning at beconnected.esafety.gov.au with 630+ video lessons covering everything from email to banking to health apps
  • Free in-person mentoring through more than 3,800 community partners including libraries, neighbourhood centres, and community organisations
  • A telephone helpline: 1300 795 897 (Monday to Friday, 9am to 5pm)

The program has supported more than 2 million learners since 2017 and has been funded through to June 2028.

State-Based Programs

New South Wales: Tech Savvy Seniors, run in partnership with Telstra and local libraries, offers free beginner and intermediate digital skills training. Sessions cover smartphone basics, internet safety, and using government services online.

Victoria: SeniorNet Victoria provides digital literacy training at community venues across the state.

Queensland, South Australia, Western Australia, and Tasmania all have state-funded digital literacy programs delivered through libraries and community organisations. Contact your local council or library to find what is available near you.

Libraries

Public libraries across Australia offer free internet access, digital help desks, and scheduled one-on-one sessions with staff or volunteers. Most are free and do not require a booking. If you are unsure where to start, your local library is the easiest first step.

NDIS Assistive Technology Funding

If you are an NDIS participant and your disability affects your ability to use technology, you may be able to fund a suitable device or training through your NDIS plan. Speak with your support coordinator about including assistive technology or digital literacy training in your plan goals.

Protecting Yourself from Aged Care Scams

The aged care and NDIS systems are specifically targeted by scammers because they involve ongoing financial transactions, government accounts, and people who may be less familiar with online processes.

Common Scam Types

Government impersonation: A caller or text message claims to be from Services Australia, myGov, or My Aged Care and asks you to confirm your details or click a link to avoid losing your payment.

Tech support scams: A pop-up on your screen or a phone call claims your computer has a virus and asks you to give the caller remote access or pay for repairs.

Investment scams: An unsolicited contact promises high returns on investments, often targeting people with superannuation or home care package funds.

Fake aged care assessors: A caller claims to be conducting an aged care assessment and asks for your personal details or Medicare number.

Phishing emails: An email appearing to come from Medicare, myGov, or your health provider asks you to click a link and log in.

What to Do if Targeted

  • Do not provide any personal information, bank details, or passwords
  • Hang up the phone or close the message
  • If you are worried the contact might have been genuine, find the organisation’s official number yourself (never use a number provided in the suspicious contact) and call to check
  • Report scams to Scamwatch at scamwatch.gov.au or call 1300 795 897
  • Report anything involving myGov or Services Australia to [email protected]
  • If you believe your identity has been compromised, contact IDCARE on 1800 595 160

If You Have Already Shared Information

Contact your bank immediately if you shared financial details or made a payment. Banks have fraud teams available around the clock and can sometimes reverse transactions or place a hold on your account.

Call IDCARE on 1800 595 160. IDCARE is Australia’s national identity and cyber support service and provides free, expert advice for people who have experienced identity theft or online fraud.

A Note for Family Members and Carers

If you help an older person manage their online accounts, the safest approach is to use an authorised representative arrangement rather than sharing passwords.

My Aged Care, myGov, and the NDIS all have formal nomination processes that allow you to manage services on someone’s behalf using your own login. This protects the person you are caring for because their accounts remain separate and you cannot inadvertently lock them out.

If you are helping someone set up a myGov account for the first time, sit with them through the process rather than doing it for them where possible. Building confidence through doing is far more useful than having someone do everything on their behalf.

Key Resources

How Carevo Can Help

Navigating aged care and NDIS systems is more manageable when you have the right provider alongside you. Carevo connects older Australians and people with disability to vetted providers who understand the systems, can help you get your accounts set up, and can support you to attend telehealth appointments with confidence.

If you are unsure where to start or your current provider is not offering the digital support you need, find a provider through Carevo or explore our guides to My Aged Care and the NDIS myplace portal.

FAQ

What is the Be Connected program for seniors?

Be Connected is a free Australian Government program run by the eSafety Commissioner. It offers online learning resources and in-person mentoring to help older Australians build digital skills. Call 1300 795 897 or visit beconnected.esafety.gov.au to find support near you.

Is telehealth safe for older Australians?

Yes, when you use verified services through your GP or a registered health provider. Always book appointments through official websites or phone numbers you find independently. Never click links in unsolicited texts or emails claiming to be from a health service.

How do I know if a myGov message is real?

Services Australia will never send you a link by SMS asking you to log in. Always go directly to my.gov.au by typing it into your browser. If you receive a suspicious message, report it to [email protected].

Can a family member use my online aged care account for me?

Yes, you can nominate a representative through My Aged Care to act on your behalf. They use their own myGov account linked to your record. You should never share your myGov username and password with anyone, including family.

What do I do if I think I’ve been scammed online?

Contact your bank immediately if any financial details were shared. Report the scam to Scamwatch at scamwatch.gov.au and to Services Australia at [email protected] if it involved myGov. For identity support, call IDCARE on 1800 595 160.

What technology do I need for a telehealth appointment?

You need a device with a camera and microphone (smartphone, tablet, or laptop) and an internet connection. Many services also offer phone-only appointments if video is too difficult. Ask your GP or health provider which options they offer.

Is there free help available if I am not confident online?

Yes. The Be Connected program provides free personalised in-person mentoring through 3,800+ community partners, including libraries and community centres. Call 1300 795 897 to find your nearest provider.