Key points

  • A plan review is a government reassessment of your Support at Home classification level through My Aged Care
  • This is different from a care plan review with your provider, which covers how your services are delivered
  • You can request a reassessment at any time if your circumstances have changed
  • Prepare medical evidence, GP letters, and records of unmet needs before requesting a review
  • If your review is denied or the outcome is wrong, you have the right to appeal
  • OPAN provides free, independent advocacy support on 1800 700 600

What Is a Support at Home Plan Review?

A plan review under the Support at Home program is a formal reassessment of your classification level. Your classification level (1 through 8) determines how much government funding you receive each quarter and what services are available to you.

This guide is specifically about requesting a reassessment from My Aged Care. It is not about the care plan you have with your provider. For information on day-to-day care plans and service agreements, see our complete guide to the Support at Home Program.

Your classification is based on the Independent Assessment Tool (IAT), which measures your functional capacity across multiple domains. If your needs have changed since your last assessment, your classification may no longer reflect your actual situation.

When Should You Request a Reassessment?

You do not need to wait for a scheduled review. You can request a reassessment at any time through My Aged Care if any of the following apply.

Your Health Has Declined

This is the most common reason for requesting a reassessment. Examples include:

  • A new diagnosis (stroke, cancer, Parkinson’s, advanced dementia)
  • A fall that has reduced your mobility
  • Hospital admission or emergency department presentation
  • Progressive worsening of an existing condition
  • New or increased pain that limits daily activities
  • Deterioration in cognitive function

If you have been discharged from hospital with higher care needs than before admission, request a reassessment as soon as possible. Do not wait to see if you improve first; you can always be reassessed again later.

Your Current Classification Does Not Cover Enough Services

If you are consistently running out of funding before the end of each quarter, that is a strong signal your classification may be too low. Track this carefully. You can estimate your Support at Home budget and contributions for each classification level to see how your current funding compares with the level you think you need.

Keep a record of:

  • Services you need but cannot afford within your budget
  • Times you have gone without support due to insufficient funding
  • Any incidents that occurred because you did not have enough care hours (falls, missed meals, medication errors)

Your Living Situation Has Changed

Changes in your home environment can significantly affect how much support you need:

  • A spouse or family carer who previously helped you has become unwell, moved away, or passed away
  • You have moved from a house to an apartment (or vice versa) and need different types of home modification
  • A housemate who assisted informally is no longer available
  • You are now living alone for the first time

You Are Dissatisfied With Your Classification Outcome

If you believe your initial assessment did not accurately capture your needs, you have the right to challenge it. Common reasons include:

  • The assessor did not observe you on a typical day (you may have felt better than usual during the assessment)
  • Important health information was not considered
  • You were not comfortable disclosing certain difficulties during the assessment
  • A family member answered questions on your behalf and understated your needs

How the Reassessment Process Works

Step 1: Contact My Aged Care

Call My Aged Care on 1800 200 422 and request a reassessment. Explain clearly what has changed and why you believe your current classification no longer meets your needs.

Your provider can also initiate a reassessment request on your behalf. If you have a good relationship with your provider and they can see your needs have increased, ask them to support your request.

Step 2: Gather Your Evidence

Before your reassessment, prepare documentation that supports your case. The stronger your evidence, the more likely the assessor will have a complete picture of your situation.

Medical evidence to collect:

  • GP letter outlining changes in your health and functional capacity
  • Specialist reports (geriatrician, neurologist, oncologist)
  • Hospital discharge summaries from recent admissions
  • Allied health reports (physiotherapy, occupational therapy assessments)
  • Medication changes that indicate worsening conditions

Personal evidence to prepare:

  • A written summary of how your daily life has changed
  • Notes on tasks you can no longer do independently
  • A falls diary if you have been experiencing falls
  • Records of services you need but cannot currently access
  • Budget statements showing funding shortfalls each quarter
  • Statements from family members or carers describing changes they have observed

Step 3: The Assessment Appointment

An assessor from My Aged Care will contact you to arrange the assessment. This may be conducted:

  • In your home (most common for comprehensive reassessments)
  • By phone or video (for straightforward changes or in remote areas)

The assessment uses the Independent Assessment Tool (IAT), which evaluates your needs across several domains including personal care, mobility, cognition, behaviour, social participation, and domestic tasks.

Tips for the assessment:

  • Be honest about your worst days, not just your best days
  • If you have good days and bad days, describe both
  • Show the assessor any aids or modifications you currently use
  • Have your evidence ready and offer it to the assessor
  • Ask a family member or advocate to be present if you want support
  • Write down the key points you want to raise so you do not forget anything

Step 4: Receive Your Outcome

Results are typically available within 2 to 4 weeks. You will receive a letter from My Aged Care confirming your new classification level (or confirming that your existing level remains appropriate).

If your classification is upgraded, your new funding amount takes effect from the start of the next quarter. Your provider will be notified of the change.

What If Your Reassessment Is Denied or Unchanged?

If your classification stays the same and you believe the outcome is incorrect, you have several options.

Request an Internal Review

You can ask My Aged Care for an internal review of the assessment decision. You must do this within 28 days of receiving the outcome letter.

In your review request:

  • State clearly why you disagree with the outcome
  • Reference any evidence the assessor may not have considered
  • Describe specific examples of unmet needs
  • Ask for the review to be conducted by a different assessor

Contact the Aged Care Quality and Safety Commission

If the internal review does not resolve your concern, you can lodge a complaint with the Aged Care Quality and Safety Commission on 1800 951 822 or through their website at agedcarequality.gov.au.

The Commission can investigate whether the assessment process was conducted properly and whether the outcome was reasonable.

Seek OPAN Advocacy Support

The Older Persons Advocacy Network (OPAN) provides free, independent advocacy for anyone receiving or trying to access aged care services. Call 1800 700 600.

An OPAN advocate can:

  • Help you understand your rights in the reassessment process
  • Assist you in preparing evidence and documentation
  • Attend your assessment appointment with you
  • Help you write an internal review request or formal complaint
  • Liaise with My Aged Care on your behalf if needed

OPAN advocates are independent of the government and providers. Their role is to represent your interests and make sure you are heard.

Request Another Reassessment

There is no rule preventing you from requesting another reassessment after a denied review. If your health continues to decline or new evidence becomes available, you can go through the process again.

Wait until you have new, meaningful information to present. Submitting the same request with the same evidence is unlikely to produce a different outcome.

Plan Review vs. Care Plan Review: Understanding the Difference

These two terms cause significant confusion. Here is a clear breakdown.

Plan Review (Reassessment)Care Plan Review
Who manages itMy Aged Care (government)Your provider
What it determinesYour classification level and fundingHow your services are delivered
How oftenAs needed, when circumstances changeAt least every 12 months, or as needed
Who conducts itMy Aged Care assessorYour provider’s care coordinator
ImpactChanges your funding amountChanges your service schedule or types

Both reviews matter. If you are happy with your classification but unhappy with how your services are being delivered, talk to your provider about a care plan review. If you believe your funding level is wrong, request a reassessment through My Aged Care.

For detailed guidance on the Support at Home program structure and classification levels, visit our Support at Home program page.

How Often Can You Request a Reassessment?

There is no official limit on how often you can request a reassessment. However, My Aged Care is more likely to prioritise your request if:

  • There has been a clear and documented change in your circumstances
  • Sufficient time has passed since your last assessment (typically at least 3 months)
  • You have new evidence to support your request

If you request a reassessment very frequently without meaningful changes, My Aged Care may decline to arrange one. This is another reason why strong evidence is important.

Preparing Your Case: A Practical Checklist

Use this checklist before requesting your reassessment:

  • Written summary of what has changed since your last assessment
  • GP letter supporting your request for reassessment
  • Specialist reports (if applicable)
  • Hospital discharge summary (if applicable)
  • Medication list showing changes
  • Falls diary or incident records
  • Quarterly budget statements showing funding shortfalls
  • List of services you need but cannot access
  • Statements from family or carers describing changes
  • Contact details for your current provider (they may be asked for input)

You do not need every item on this list. Focus on the evidence that best demonstrates the change in your situation.

What Your Provider Can Do to Help

Your aged care provider plays a supporting role in the reassessment process. While they cannot determine your classification, they can:

  • Submit a reassessment request to My Aged Care on your behalf
  • Provide clinical notes and service delivery records
  • Write a letter describing changes they have observed in your care needs
  • Supply budget reports showing funding is insufficient
  • Attend the assessment with you if you request it

A good provider will proactively suggest a reassessment when they can see your needs have increased. If your provider is not responsive to your changing needs, you may also want to consider finding a different provider through Carevo, where 2,131 aged care providers across 1,568 suburbs are listed.

Common Mistakes That Weaken Your Reassessment Request

Avoid these pitfalls when requesting a reassessment:

Understating your difficulties. Many older Australians downplay their struggles out of habit or pride. Be straightforward about what you cannot do. The assessor needs to understand your real situation, not your best day.

Not having documentation ready. Verbal descriptions are important, but written evidence from medical professionals carries significant weight. Get your GP involved early.

Waiting too long after a health event. If you have had a hospital stay or significant decline, request the reassessment while the change is recent and well documented. The longer you wait, the harder it is to demonstrate the change.

Not having a support person present. Family members can provide context that you may not think to mention. They often observe difficulties that you have adapted to and no longer notice.

Accepting the first outcome without question. If you genuinely believe the assessment was inaccurate, use the review and complaints processes. They exist for a reason.

Timeline: What to Expect

Here is a realistic timeline for the reassessment process:

  1. Contact My Aged Care and request reassessment - Day 1
  2. Gather evidence and documentation - 1 to 2 weeks (start this before calling if possible)
  3. Assessment appointment scheduled - 2 to 4 weeks after request
  4. Assessment conducted - 1 to 2 hours (in-home) or 30 to 60 minutes (phone)
  5. Outcome letter received - 2 to 4 weeks after assessment
  6. New classification takes effect - Start of next quarter
  7. Internal review (if needed) - Must be requested within 28 days of outcome

Total time from request to new funding: approximately 6 to 10 weeks in most cases. If demand is high in your area, it may take longer.

Getting Support Through Carevo

Navigating the reassessment process can feel overwhelming, particularly if your health has recently declined. Carevo connects you with experienced aged care providers who understand the Support at Home system and can help you through the process.

Through our platform, you can find providers who will:

  • Assist with reassessment requests and evidence gathering
  • Coordinate with your GP and specialists to obtain supporting documentation
  • Adjust your services if your classification is upgraded
  • Help you understand your new budget and how to use it effectively

Visit Carevo to browse providers in your area or call us to discuss your situation.

Summary

Requesting a reassessment of your Support at Home classification is your right. If your needs have changed, your funding should change too. The process requires preparation, particularly gathering medical evidence and being honest about your daily challenges, but the potential benefit of increased funding and services makes it worthwhile.

Do not hesitate to use the appeal and advocacy pathways if your reassessment outcome does not reflect your actual needs. OPAN is there to help, and the Aged Care Quality and Safety Commission exists to make sure the system works fairly.

For more information on how the Support at Home program works, read our complete guide to Support at Home or explore the Support at Home program page.