Is there free help available for aged care applications?

Yes. The Older Persons Advocacy Network (OPAN) provides free, independent advocacy. Call 1800 700 600. My Aged Care contact centre staff can also walk you through the process on 1800 200 422.

Is there help available in other languages?

Yes. My Aged Care offers the Translating and Interpreting Service (TIS National) on 131 450. Many community organisations also provide culturally specific support in various languages.

My Aged Care Application: Who Can Help You?

Applying for aged care through My Aged Care can feel overwhelming, especially when you are doing it for the first time. The good news is that you do not have to navigate it alone. There are many people and organisations that can help you through the process, from your own family members to free government-funded advocacy services.

This guide covers everyone who can help with a My Aged Care application, how to access free support, and practical tips for families helping their parents or loved ones get the care they need.

Key points

You do not need to apply for aged care by yourself. Many people and services can help
The Older Persons Advocacy Network (OPAN) provides free, independent help on 1800 700 600
My Aged Care contact centre staff can walk you through the process on 1800 200 422
Family members, friends, GPs, social workers, and community organisations can all assist
Interpreter services are available in over 200 languages through TIS National (131 450)
Hospital discharge planners can arrange aged care assessments before you leave hospital
You can appoint a representative to manage aged care services on your behalf

Why people need help

The My Aged Care system is the Australian Government’s gateway to all aged care services. While the government has worked to simplify the process, many people still find it difficult to navigate.

Common reasons people need help with their application include:

Unfamiliar terminology. Terms like ACAT assessment, Support at Home, and service classifications can be confusing for first-time applicants
Health limitations. The person needing care may have hearing difficulties, cognitive decline, or mobility challenges that make phone calls and online forms difficult
Language barriers. People from culturally and linguistically diverse (CALD) backgrounds may struggle with English-language forms and phone services
Emotional stress. Accepting that you need aged care is a significant life change. The emotional weight of the process can make practical steps harder
Digital literacy. Not everyone is comfortable using online systems, and the My Aged Care website requires creating an account and filling in detailed forms

If any of these apply to you or your loved one, reaching out for help is not just reasonable. It is expected. The entire system is designed with the understanding that many applicants will have support from others.

For a complete walkthrough of the registration process itself, see our My Aged Care registration guide.

Family members and friends

Family members are the most common source of help with My Aged Care applications. A spouse, adult child, grandchild, or close friend can assist in several ways.

What family can do

Make the initial call. A family member can phone My Aged Care on 1800 200 422 to start the registration process on behalf of someone else
Complete the online application. If applying through myagedcare.gov.au, a family member can sit with the applicant and help fill in the forms
Gather documents. Collecting Medicare card details, pension information, and medical records before the application saves time
Attend the assessment. When an ACAT assessment is arranged, a family member can be present to provide additional information about the person’s daily needs
Act as a representative. Family members can be formally appointed to manage aged care services on the person’s behalf

Tips for family helpers

When helping a parent or loved one, keep the following in mind:

Include them in the conversation as much as possible. Even if you are doing the paperwork, the person receiving care should feel involved in decisions
Write down the reference number My Aged Care gives you. You will need this for all future contact
Keep notes from every phone call, including the date, time, and name of the person you spoke with
Be prepared for the process to take several weeks from initial registration to receiving services

Your GP and medical team

Your general practitioner plays an important role in the aged care application process. While you do not need a GP referral to register with My Aged Care, having your doctor involved can speed things up significantly.

How your GP can help

Identify care needs. Your GP can recognise when you need more support at home and suggest registering with My Aged Care
Provide supporting information. A letter from your GP outlining your medical conditions, medications, and functional limitations helps assessors understand your needs
Make a direct referral. GPs can contact My Aged Care directly to register a patient and request an assessment. This is particularly helpful for patients who may not follow through on their own
Coordinate with specialists. If you see multiple specialists, your GP can compile relevant health information into a single summary for the aged care assessment
Recommend urgency. If your GP believes you need services quickly, they can communicate this to My Aged Care to prioritise your assessment

When to involve your GP

Talk to your GP about aged care if you or a family member:

Has had a fall or series of falls at home
Is struggling with daily tasks like cooking, cleaning, or bathing
Has been diagnosed with dementia or cognitive decline
Has recently left hospital and needs ongoing support
Is losing weight, becoming isolated, or showing signs of declining health

Your GP is often the first professional to notice these changes and can be a strong advocate for getting the right level of care.

OPAN: free aged care advocacy

The Older Persons Advocacy Network (OPAN) is funded by the Australian Government to provide free, confidential, and independent advocacy for older Australians. This is one of the most valuable and underused resources available.

What OPAN offers

Free advocacy support. OPAN advocates can help you understand your rights, navigate the application process, and resolve problems with aged care providers
Independent advice. OPAN is not connected to any aged care provider, so their advice is completely independent
Help with complaints. If you are unhappy with an assessment outcome or a provider’s services, an OPAN advocate can help you lodge a complaint or request a review
Information about your rights. OPAN can explain your rights under the Aged Care Act, including your right to choose services and providers
Self-advocacy toolkit. OPAN provides a free online toolkit with step-by-step guides and checklists to help you speak up for the care you need

How to contact OPAN

Call the Aged Care Advocacy Line on 1800 700 600. This connects you with the advocacy organisation in your state or territory.

The service is available:

Monday to Friday, 8am to 8pm
Saturday, 10am to 4pm

You can also request advocacy support through the OPAN website.

When to use OPAN

Consider contacting OPAN if:

You feel overwhelmed by the aged care system and do not know where to start
You have been assessed but disagree with the outcome
You are having problems with your current aged care provider
You want independent advice before making decisions about care
You need help understanding your rights and options

OPAN advocates can attend assessments with you, help you prepare questions, and make sure your voice is heard throughout the process.

Social workers are trained professionals who specialise in helping people navigate complex systems, including aged care. You may already have access to a social worker without realising it.

Hospitals. Every public hospital has social workers on staff. If you or a family member has been admitted to hospital, ask to speak with the social work department
Community health centres. Many community health services employ social workers who can help with aged care referrals
Local councils. Some councils offer social work services for older residents, particularly in metropolitan areas
Private practice. You can find private social workers through the Australian Association of Social Workers (AASW) directory
Aged care providers. Some home care providers have social workers on staff who can help new clients navigate the system

A social worker can:

Assess your overall situation, including emotional, financial, and practical needs
Help you complete My Aged Care forms and applications
Advocate on your behalf during assessments
Connect you with other support services you may not know about
Provide counselling if the transition to aged care is causing emotional distress
Help with complex family situations where there are different opinions about care needs

Hospital discharge planners

If you or a loved one is in hospital and will need aged care upon discharge, the hospital system has processes to help. You should not be discharged from hospital without a plan for ongoing care.

How hospital teams help

Social workers and discharge planners in hospitals can register you with My Aged Care and arrange an ACAT assessment while you are still in hospital
Occupational therapists can assess your home environment and recommend modifications or equipment
Physiotherapists can document your mobility limitations and rehabilitation needs
Nursing staff can provide information about your care requirements to the assessment team

Requesting hospital help

If you are concerned about going home without adequate support:

Ask to speak with the hospital’s social worker or discharge planning team
Tell them you want to be registered with My Aged Care before discharge
Request an ACAT assessment be arranged while you are still in hospital (this is known as an in-hospital assessment)
Ask about interim services that can be set up while you wait for a full care package

Hospital-based assessments can often be arranged more quickly than community-based ones, because the clinical team can provide immediate evidence of your care needs.

Transitional care

If you need support between leaving hospital and starting aged care services, ask about the Transition Care Programme. This provides short-term care (up to 12 weeks) to help you recover and avoid premature entry into residential care. The hospital discharge team can arrange this.

Community organisations

Many community organisations across Australia provide free or low-cost help with aged care applications. These organisations are especially valuable for people who may not have family support nearby.

Types of community support

Neighbourhood centres and community houses. Many offer information sessions about aged care, and staff can help you fill in forms or make phone calls
Religious organisations. Churches, temples, mosques, and other religious communities often have welfare officers or pastoral care teams that help older members access services
Culturally specific organisations. Groups serving Italian, Greek, Chinese, Vietnamese, and other communities often provide aged care navigation support in community languages
Veterans’ organisations. RSL branches, Legacy, and the Department of Veterans’ Affairs can help veterans and their families access aged care alongside DVA services
Seniors’ groups. Organisations like COTA (Council on the Ageing) in each state provide information and advocacy for older Australians

Finding local support

To find community organisations near you:

Ask your local council about aged care support services in your area
Call My Aged Care on 1800 200 422 and ask about local support options
Visit your local library, which often has information about community services
Contact your state or territory COTA office

CALD and indigenous support

The Australian Government recognises that people from culturally and linguistically diverse backgrounds and Aboriginal and Torres Strait Islander communities face additional barriers when accessing aged care.

Interpreting services

If English is not your first language, you can access free interpreting support:

TIS National (131 450). The Translating and Interpreting Service covers over 200 languages and is available 24 hours a day, 7 days a week. Aged care providers can also access TIS at no cost for client interactions
My Aged Care phone interpreting. When you call 1800 200 422, you can request an interpreter. Tell the operator which language you need
Face-to-face interpreting. For ACAT assessments, you can request an in-person interpreter to attend. This is provided free of charge

Culturally specific services

The Australian Government funds organisations in each state and territory to help aged care providers deliver culturally appropriate care. These organisations can also help individuals navigate the application process.

Services include:

Assistance with My Aged Care applications in your preferred language
Help finding providers that offer culturally appropriate care, including food, religious observance, and language-specific staff
Advocacy for people from CALD backgrounds who feel their cultural needs are not being met

Aboriginal and Torres Strait Islander support

Aboriginal and Torres Strait Islander people can access aged care services from the age of 50 (rather than the standard 65). Additional support includes:

Aboriginal Community Controlled Health Organisations (ACCHOs). These can help with My Aged Care registration and assessments
National Aboriginal Community Controlled Health Organisation (NACCHO). Provides information and advocacy for Indigenous Australians accessing aged care
Indigenous-specific aged care providers. Some providers specialise in culturally safe care for Aboriginal and Torres Strait Islander people
Assessment flexibility. Assessors should take into account cultural practices, connection to country, and community and family structures when assessing care needs

If you are an Aboriginal or Torres Strait Islander person and need help accessing aged care, ask My Aged Care to connect you with a culturally appropriate assessor.

Setting up a representative

If someone needs to manage aged care on another person’s behalf, My Aged Care has a formal representative system. This is different from simply helping someone make a phone call.

Who can be a representative

A representative can be:

A family member (spouse, adult child, sibling)
A close friend
A legal guardian or attorney appointed under a power of attorney
A professional advocate

How to set up a representative

Call My Aged Care on 1800 200 422. You can set up a representative during the initial registration or at any time afterwards
Provide consent. The person receiving care needs to give verbal consent (over the phone) or written consent for someone to act as their representative. If the person lacks capacity to give consent, legal documentation such as power of attorney or guardianship orders may be required
Choose the level of access. A representative can be given full access (able to make decisions and manage services) or limited access (able to view information only)
Register the representative’s details. My Aged Care will record the representative’s name, contact details, and relationship to the care recipient

When a representative is essential

Setting up a formal representative is particularly important when:

The person receiving care has dementia or cognitive impairment and cannot manage their own affairs
The care recipient is in hospital and unable to make phone calls
Family members need to coordinate services on behalf of someone who lives far away
The person receiving care prefers someone else to handle the administrative side of their care

Having a representative registered with My Aged Care means they can call on the person’s behalf, receive updates, and make decisions about services without needing to re-explain the situation each time.

Common application problems

Even with help, some issues commonly arise during the My Aged Care application process. Knowing what to expect can help you prepare.

Long wait times on the phone

The My Aged Care contact centre can have lengthy wait times, especially during peak hours. To reduce waiting:

Call early in the morning (just after 8am) or later in the evening (after 5pm)
Avoid calling on Mondays, which tend to be busiest
Have all your information ready before calling so you can complete the registration in one call
Consider applying online at myagedcare.gov.au if you or a helper are comfortable with digital forms

Assessment delays

After registration, there may be a wait of 2 to 6 weeks before an assessor contacts you. If you need services urgently:

Tell My Aged Care that your situation is urgent when you register
Ask your GP to call My Aged Care and support an urgent referral
Ask about the Commonwealth Home Support Programme (CHSP) for basic services while you wait for a full assessment
If you are in hospital, request an in-hospital assessment before discharge

Disagreeing with the assessment

If you believe the assessment did not accurately capture your care needs:

You have the right to request a reassessment. Call My Aged Care on 1800 200 422 to arrange this
Contact OPAN on 1800 700 600 for independent advocacy support
Provide additional medical evidence from your GP or specialists
Keep a diary of daily difficulties to demonstrate your care needs more clearly

For more detail on what to expect during the assessment, read our ACAT assessment guide.

Difficulty choosing a provider

After your assessment, you will need to select an aged care provider. This can feel overwhelming given the number of options. To narrow your choices:

Ask My Aged Care for a list of approved providers in your area
Talk to friends or family members who have experience with local providers
Check provider quality ratings on the My Aged Care website
Contact providers directly to ask about their services, availability, and fees
Connect with a platform like Carevo that helps you find and compare providers

When to get professional help

While family members and free advocacy services cover most situations, there are times when professional aged care advice is worth considering.

Aged care placement services

Some services specialise in helping families find the right aged care provider. They typically offer:

Detailed knowledge of local providers and their availability
Understanding of fee structures and financial arrangements
Help comparing different providers based on your specific needs
Support throughout the application and transition process

Financial advisers

Aged care can involve complex financial decisions, particularly if residential care is being considered. A financial adviser who specialises in aged care can help with:

Understanding the means-tested care fee and how your assets and income affect costs
Deciding what to do with the family home
Structuring finances to minimise aged care costs while protecting assets
Understanding the implications of the refundable accommodation deposit (RAD)

Look for a financial adviser who holds an Aged Care Steps accreditation or similar qualification specific to aged care financial planning.

Legal advice

You may need legal advice if:

There is disagreement among family members about care decisions
You need to set up power of attorney or guardianship
You want to understand the legal implications of selling a family home to fund aged care
There are concerns about elder abuse or exploitation

Step by step with assistance

Here is how the My Aged Care application process works when you have someone helping you. This overview covers each stage and what the helper should expect.

Step 1: Gather information

Before contacting My Aged Care, collect:

The care recipient’s Medicare card number
Their date of birth and full name
Contact details (phone number and home address)
A brief description of the care needs (what they struggle with day to day)
Details of any existing services they receive
The helper’s own contact details and relationship to the care recipient

Step 2: Register with My Aged Care

Call 1800 200 422 or visit myagedcare.gov.au. If calling on behalf of someone else:

Explain that you are calling to register someone for aged care services
Be prepared for the operator to ask if the person is present and can give verbal consent
If the person cannot be present or give consent, you may need to provide evidence of guardianship or power of attorney
The call takes approximately 15 to 20 minutes

For a detailed walkthrough, see our My Aged Care registration guide.

Step 3: Prepare for the assessment

After registration, an assessor will contact you to arrange a visit. To prepare:

Write down all the tasks the person needs help with, including things they may not want to admit they struggle with
List all medications and medical conditions
Note any recent changes in health, mobility, or cognitive function
Prepare examples of specific incidents (falls, getting lost, forgetting medications)
Clean the home but do not over-tidy. The assessor needs to see the person’s real living situation

Step 4: Attend the assessment

The assessment usually takes place at the person’s home. As a helper:

Be present to provide additional information, but let the person speak for themselves when possible
Gently correct any understatements about care needs. Many older people downplay their difficulties
Ask the assessor to explain the results and what happens next
Request a copy of the assessment report

Step 5: Choose a provider and start services

Once approved, you will need to choose a provider. The helper can:

Research providers on the My Aged Care website or through platforms like Carevo
Contact shortlisted providers to ask about services, fees, and availability
Arrange a meeting or phone call between the provider and the care recipient
Help sign the Home Care Agreement and understand the terms
Set up the initial care schedule

Tips for families helping parents

Helping a parent access aged care is one of the most common situations families face. These practical tips come from common experiences shared by families who have been through the process.

Start the conversation early

Do not wait for a crisis. If you notice your parent struggling with daily tasks, bring up aged care gently. Frame it as support to help them stay independent at home for longer, not as a loss of independence.

Respect their wishes

Your parent may have strong opinions about what kind of help they want and who they want it from. Listen to their preferences and try to honour them, even if you disagree. Autonomy and dignity matter throughout this process.

Be patient with the system

The aged care application process takes time. From registration to receiving services can take several weeks or even months for higher-level packages. Build this into your planning and arrange interim support if needed.

If you have siblings, divide responsibilities. One person might handle phone calls and paperwork while another attends appointments. Keep everyone informed with a shared document or group chat.

Look after yourself

Supporting a parent through the aged care process can be emotionally and physically draining. Make sure you:

Take breaks when you need them
Access carer support services if you are providing direct care
Talk to someone about how you are feeling
Set realistic expectations about what you can manage

Keep records

Maintain a folder (physical or digital) with:

My Aged Care reference number
Assessment reports and correspondence
Provider agreements and service schedules
Receipts for any out-of-pocket costs
Notes from phone calls (date, time, person spoken to, outcome)

This documentation becomes invaluable when dealing with providers, resolving disputes, or applying for additional services.

Know the signs it is time

If you are unsure whether your parent needs aged care, watch for these indicators:

Unexplained weight loss or poor nutrition
Unwashed dishes, laundry piling up, or a decline in home cleanliness
Missed medications or medical appointments
Falls or near-falls
Confusion about time, place, or people
Social withdrawal or increased isolation
Difficulty managing finances or bills

Even one or two of these signs can indicate it is time to explore what support is available.

Key resources

Resource	Contact	What they help with
My Aged Care	1800 200 422 / myagedcare.gov.au	Registration, assessments, finding providers
OPAN (Advocacy)	1800 700 600 / opan.org.au	Free, independent aged care advocacy
TIS National	131 450	Interpreting services in 200+ languages
Services Australia	servicesaustralia.gov.au	Aged care cost calculations, pension information
Aged Care Quality and Safety Commission	1800 951 822	Complaints about aged care providers
Carer Gateway	1800 422 737	Support for carers and family members

Frequently asked questions

Who can help me apply for aged care?

Family members, your GP, social workers, aged care advocates (through OPAN), hospital discharge planners, community organisations, and culturally specific services can all help with My Aged Care applications. You do not need to navigate the system alone.

Is there free help available?

Yes. The Older Persons Advocacy Network (OPAN) provides free, independent advocacy. Call 1800 700 600 to be connected with an advocate in your state or territory. My Aged Care contact centre staff can also walk you through the process on 1800 200 422.

Can my family apply on my behalf?

Yes. A family member or friend can register and apply with My Aged Care on your behalf. They can be set up as your formal representative to manage your aged care services. The person receiving care generally needs to provide consent, either verbally or in writing.

Is there help in other languages?

Yes. My Aged Care offers the Translating and Interpreting Service (TIS National) on 131 450, covering over 200 languages. This service is available 24/7. Many community organisations also provide culturally specific support and can assist with applications in your preferred language.

What if I am in hospital?

Hospital social workers and discharge planners can arrange an ACAT assessment and connect you with aged care services before you leave hospital. Ask the hospital care team about this as early as possible during your stay. In-hospital assessments can often be arranged faster than community-based ones.

How long does the application take?

The initial registration call takes about 15 to 20 minutes. After registration, you will usually be contacted for an assessment within 2 to 6 weeks. The entire process from registration to starting services can take several weeks to months, depending on the level of care needed and provider availability.

What if I disagree with my assessment?

You have the right to request a reassessment. Call My Aged Care on 1800 200 422 or contact OPAN on 1800 700 600 for advocacy support. Providing additional medical evidence from your GP can strengthen a reassessment request.

Do I need a computer to apply?

No. You can complete the entire process by phone on 1800 200 422. If you do want to use the online system, a family member, friend, or community worker can help you access the website and fill in the forms.

Get help navigating aged care

The aged care application process does not have to be stressful. Whether you need a family member to make the first call, a GP referral, or professional advocacy from OPAN, support is available at every step.

If you are looking for aged care providers who can support you or your loved one at home, Carevo connects you with trusted home care services across Australia. We can help you understand your options and find providers that match your needs.

Call 1800 953 253 to find the right aged care provider through Carevo, or visit our aged care services page to browse providers in your area.