The Australian aged care system is one of the most important support networks in the country. It’s also one of the most confusing to navigate. If you’re reading this, you’re probably trying to find help for someone you love — and you’re not sure where to start. That’s okay. You’re in the right place.

What Is My Aged Care?

My Aged Care is the Australian Government’s central entry point for aged care services. It’s the system you use to access government-funded support — whether that’s help at home, respite care, or a move into residential aged care.

In theory, it’s a single gateway. In practice, it involves assessments, waiting periods, eligibility rules, referrals, and a lot of paperwork that can feel overwhelming — especially when you’re already managing a difficult situation.

The good news: once you understand the steps, the path becomes much clearer.

Step 1: Register with My Aged Care

The first step is registering your loved one with My Aged Care. You can do this:

  • Online at myagedcare.gov.au
  • By phone at 1800 200 422 (Monday to Friday, 8am–8pm; Saturday, 10am–2pm)
  • With support from a family member, carer, or support coordinator

You’ll need the person’s Medicare card and some basic details about their situation — what help they currently need and why.

Vizuri Care tip: If the person you’re supporting has difficulty communicating or is in a complex situation, call on their behalf and explain the circumstances. You can be registered as their representative.

Step 2: Get an Assessment

Once registered, My Aged Care will arrange an assessment to determine what level of support is needed. There are two types:

RAS — Regional Assessment Service For people who need basic support at home (help with cleaning, meals, transport). This is a lighter assessment, usually done at home.

ACAT — Aged Care Assessment Team For people who need a higher level of care — including home care packages, respite care, or residential aged care. The ACAT assessment is more comprehensive and is required before accessing most funded services.

Assessments are free and done by trained healthcare professionals who visit the person at home or in hospital.

What to expect: The assessor will ask questions about daily activities, health, safety at home, social connection, and the person’s own goals and preferences. It’s a conversation, not a test.

Step 3: Understand Your Approval

After the assessment, you’ll receive a letter outlining what services the person has been approved for. This might include:

  • Commonwealth Home Support Programme (CHSP) — entry-level support at home
  • Home Care Package (HCP) — more comprehensive, funded support at home (Level 1–4)
  • Residential aged care — if the assessment determines that home care is no longer safe or appropriate
  • Short-term restorative care or respite — temporary support options

The letter will also include a referral code, which you use to access providers.

Step 4: Choose Your Provider

This is where many families feel stuck. With hundreds of providers across Victoria, choosing the right one takes time.

Things to consider:

  • Do they offer the specific services you need?
  • Are they available in your area?
  • What are their fees and what’s covered by the government subsidy?
  • Do they have experience with your loved one’s specific needs (dementia, mobility, cultural background)?

You are not locked in to the first provider you choose. You have the right to change providers at any time.

Vizuri Care tip: Don’t choose based on a website alone. Call them, ask questions, and trust your instincts about how they make you feel.

Step 5: Start Your Services — And Review Regularly

Once services start, the work isn’t over. Your loved one’s needs will change over time — and their care plan should change with them.

Review the plan regularly. If things aren’t working, speak up. If needs have increased, contact My Aged Care to request a reassessment.

When It Gets Too Hard — That’s What We’re Here For

Navigating this system is a full-time job in itself. Many families we work with come to us after spending weeks trying to figure it out alone — exhausted, confused, and worried they’re missing something important.

You don’t have to do this alone.

At Vizuri Care Services, we walk alongside you through every step — from initial registration and ACAT assessments, to provider selection, complaints advocacy, and ongoing coordination. We know the system, we know the gaps, and we know how to get the right outcomes for the people we support.