Note: Home Care Packages were replaced by the Support at Home program from November 2025. References to Home Care Packages in this guide now apply to Support at Home.

Key points

  • The My Aged Care portal is accessed through your myGov account at my.gov.au
  • You must be registered with My Aged Care before you can link it to myGov
  • Your online account shows assessment status, referral codes, approved services, and provider details
  • You can search for, compare, and choose aged care providers through the portal
  • Representatives can be set up to manage the portal on your behalf
  • Call 1800 200 422 if you need help with your My Aged Care account

What is the My Aged Care portal?

The My Aged Care portal is the Australian Government’s online platform for managing aged care services. It is part of the broader My Aged Care system, which is the central access point for all government-funded aged care in Australia.

Through the portal, you can check your assessment status, find referral codes, search for providers, accept a Support at Home package, and manage your ongoing services. Everything is accessed through your myGov account.

If you have not yet registered with My Aged Care, you will need to do that first. Our My Aged Care registration guide walks you through the full process from start to finish.

The portal is available 24 hours a day, 7 days a week. You can use it on a computer, tablet, or smartphone through any web browser.

Setting up your myGov account

Before you can access the My Aged Care portal, you need a myGov account. myGov is the Australian Government’s secure online platform that connects you to multiple government services in one place.

What you need to create an account

  • A valid email address you can access
  • A mobile phone number for verification codes
  • An Australian identity document (such as a Medicare card, driver licence, or passport)

Step-by-step account creation

  1. Go to my.gov.au in your web browser
  2. Select “Create an account”
  3. Read and accept the terms of use
  4. Enter your email address
  5. Check your email for a confirmation code and enter it
  6. Create a strong password (at least 7 characters, with uppercase, lowercase, and numbers)
  7. Set up your secret questions and answers for account recovery
  8. Enter your mobile phone number for two-factor authentication
  9. Save your myGov username and password somewhere safe

If you have trouble creating your myGov account, call the myGov helpdesk on 13 23 07. They can walk you through the process over the phone.

Keep your myGov login details written down in a secure place. Many people forget their password and get locked out. Having your details recorded saves time and frustration.

Linking My Aged Care to myGov

Once you have a myGov account, you need to link My Aged Care as a service. This connection allows you to access your aged care information through the myGov portal.

Before you start linking

You must already be registered with My Aged Care. If you have not registered, call 1800 200 422 first. Registration is needed before the linking process will work.

Have one of the following ready for identity verification:

  • Your Aged Care ID (found on letters from My Aged Care)
  • Your Medicare card number
  • Your Centrelink Customer Reference Number (CRN)
  • Your Veteran card number
  1. Sign in to your myGov account at my.gov.au
  2. On the myGov homepage, select “Services” from the top menu
  3. Select “Link another service”
  4. Find “My Aged Care” in the list of available services
  5. Select “Link”
  6. Enter your identity details when prompted (Aged Care ID, Medicare number, or CRN)
  7. Answer the verification questions
  8. Once verified, My Aged Care will appear on your myGov homepage

The linking process usually takes just a few minutes. If the service does not appear in the list, it may mean your registration has not been processed yet. Call My Aged Care on 1800 200 422 to confirm your registration status.

Logging in step by step

Once My Aged Care is linked to your myGov account, logging in is straightforward.

  1. Open your web browser and go to my.gov.au
  2. Enter your myGov username or email address
  3. Enter your password
  4. Complete the two-factor authentication (enter the code sent to your mobile)
  5. On the myGov homepage, select “My Aged Care” from the list of linked services
  6. You will be taken directly to your My Aged Care online account

You can also access the portal by going to myagedcare.gov.au and selecting “Sign in to my account,” which will redirect you to the myGov login page.

Tips for a smooth login

  • Make sure your web browser is up to date. Older browsers can cause display issues.
  • Clear your browser cache if pages are not loading correctly.
  • If you are using a shared or public computer, always sign out when finished by selecting “Return to myGov” and then “Sign out.”
  • Bookmark the myGov login page so you can find it easily next time.

Portal features tour

Your My Aged Care online account has several sections. Here is what you will find and how to use each area.

Dashboard

The dashboard is your home screen after logging in. It shows a summary of your current status, including any pending assessments, approved services, and recent activity. Notifications and important updates appear here.

My details

This section stores your personal information, including your name, date of birth, address, phone number, and email. You can update most of these details yourself. Keeping your contact information current is important because My Aged Care uses it to send you letters and updates about your services.

My assessments

Here you can see the status of any assessments you have had or are waiting for. This includes ACAT (Aged Care Assessment Team) assessments and RAS (Regional Assessment Service) assessments. Each assessment entry shows the date, outcome, and any approved services.

My services

This section lists all the aged care services you are currently receiving or have been approved for. It includes your referral codes, the names of your providers, and the start dates of your services.

My support network

This area shows who has been set up as your representative or supporter. You can view and manage the people who have access to your account and your information.

Find a provider

The provider search tool lets you search for aged care providers in your area. You can filter by service type, location, and other criteria.

Checking assessment status

After you have been referred for an aged care assessment, you can track its progress through the portal.

How to check your status

  1. Log in to your My Aged Care account
  2. Select “My assessments” from the menu
  3. View the list of your assessments

Each assessment will show one of these statuses:

StatusWhat it means
ReferredYou have been referred for an assessment but it has not been scheduled yet
In progressAn assessor has been assigned and will contact you to arrange a visit
CompletedYour assessment has been done and the results are being processed
ApprovedYour assessment is finalised and you have been approved for services

What to do after approval

Once your assessment status shows “Approved,” you will see which services you have been approved for. This might include a Support at Home package (formerly Home Care Package) at a specific level, Commonwealth Home Support Programme (CHSP) services, or residential aged care.

Your referral code will also appear in this section. You need this code when contacting providers to start your services.

If your assessment has been completed but you disagree with the outcome, you can request a review. Call My Aged Care on 1800 200 422 to discuss your options.

Finding providers

One of the most useful features of the My Aged Care portal is the provider search tool. It helps you find approved aged care providers in your area.

  1. Log in to your My Aged Care account
  2. Select “Find a provider” from the menu
  3. Enter your postcode or suburb name
  4. Select the type of service you are looking for (such as Support at Home, CHSP, or residential care)
  5. Browse the results

The search returns a list of approved providers near you, along with basic information about each one. You can click on any provider to see more details.

What information is available

For each provider, the portal shows:

  • Services they offer
  • Locations they cover
  • Contact details
  • Any conditions or restrictions on their services

For Support at Home providers, you may also be able to see their published pricing. This includes package management fees, care management fees, and hourly service rates.

When searching for providers, cast a wide net. Some providers service large areas and may not show up if you search too narrowly. Try searching by region rather than by a single suburb.

For a full guide on choosing the right package and understanding funding levels, see our complete guide to Support at Home in Australia.

Comparing providers

Finding providers is one thing. Comparing them is where the real value lies. The portal gives you tools to evaluate different providers side by side.

Key factors to compare

FactorWhy it matters
Package management feesThese are deducted from your package budget. Lower fees mean more money for actual care
Care management feesCovers the cost of coordinating your care plan. Varies between providers
Hourly service ratesWhat you pay per hour for different types of support (personal care, domestic help, nursing)
Exit feesWhat it costs to leave the provider. Some charge fees, others do not
Services includedNot all providers offer every type of service. Check they cover what you need
Service areaConfirm they actually service your specific location

How to compare effectively

Write down the three or four providers that look most promising. Contact each one directly to ask about:

  • Their current fees and charges schedule (they are required to give you this)
  • What services they can deliver in your area
  • How quickly they can start providing care
  • Whether they have availability for new clients

You can also browse and compare aged care providers through MD Home Care’s provider directory, which brings together provider information to make comparison easier.

Accepting a Support at Home Package

When a Support at Home package (formerly Home Care Package) becomes available for you, you will receive a letter from My Aged Care. You can also see the offer in your online account.

Steps to accept your package

  1. Log in to your My Aged Care account
  2. Check for a notification about your package assignment
  3. Review the details of the package (level and funding amount)
  4. You have 56 days to find a provider and accept the package
  5. Contact your chosen provider with your referral code
  6. The provider will work with you to set up a service agreement
  7. Once you sign the agreement, your services can begin

What happens if you do not respond in time

If you do not accept your package within 56 days, your place in the queue may be affected. You will not lose your approval, but you may need to wait again for a package to become available.

If you need more time to make a decision, call My Aged Care on 1800 200 422 before the deadline to discuss your options.

Choosing a different provider later

You are not locked in to your first provider. If you are unhappy with the service you are receiving, you can change providers at any time. There may be a notice period (usually 14 days) and some providers charge an exit fee, so check your service agreement for the terms.

Managing your services

Once your services are up and running, the portal helps you stay on top of everything.

Viewing your current services

Log in and go to “My services” to see:

  • The name of your current provider
  • Your package level and referral code
  • The start date of your services
  • Any changes to your services

Requesting changes

If your care needs change, you have several options:

  • Talk to your provider first. They can adjust your care plan within your existing package level.
  • Request a reassessment. If you need a higher level of care, you can request a new ACAT assessment through the portal or by calling 1800 200 422.
  • Change providers. If your current provider is not meeting your needs, you can switch to a different approved provider.

Monitoring your budget

Your provider is required to give you monthly income and expenditure statements showing how your package budget is being spent. Review these carefully. If you notice charges you do not understand or fees that seem too high, raise them with your provider immediately.

Updating your details

Keeping your personal information up to date on the portal is important. My Aged Care uses your contact details to send assessment outcomes, package offers, and other important correspondence.

What you can update online

  • Home address
  • Postal address
  • Phone number (home, mobile, or both)
  • Email address
  • Preferred contact method

How to update your details

  1. Log in to your My Aged Care account
  2. Select “My details” from the menu
  3. Select “Edit” next to the information you want to change
  4. Enter the new details
  5. Save your changes

What you cannot update online

Some details require a phone call to change. These include:

  • Your name (for example, after marriage)
  • Your date of birth
  • Your Medicare number or other identity documents
  • Your GP or health professional details

For these changes, call My Aged Care on 1800 200 422 with proof of the change.

Representative access

Many older Australians have a family member, friend, or carer who helps them manage their aged care services. The My Aged Care portal supports this through representative access.

Types of representatives

TypeWhat they can do
Full representativeCan do everything you can do on the portal, including making decisions about services
Correspondence nomineeReceives copies of letters and correspondence but cannot make decisions on your behalf
Regular supporterCan view your information and help you navigate the portal but cannot make changes

Setting up a representative

There are two ways to set up representative access:

Option 1: Through the portal

  1. Log in to your My Aged Care account
  2. Go to “My support network”
  3. Select “Add a representative” or “Add a supporter”
  4. Enter the person’s details
  5. Choose the level of access you want to give them

Option 2: By phone Call My Aged Care on 1800 200 422 and ask to set up a representative. You will need to provide the representative’s full name, date of birth, and contact details.

What representatives need

The person you nominate will need their own myGov account. They will link My Aged Care to their own myGov and can then access your information when they log in.

If you want to remove a representative at any time, you can do this through the portal or by calling My Aged Care.

Common problems and fixes

The My Aged Care portal works well most of the time, but there are some issues that come up regularly. Here are the most common problems and how to solve them.

Cannot find My Aged Care in myGov

Problem: You log in to myGov but My Aged Care does not appear as a service you can link.

Fix: You need to be registered with My Aged Care before you can link it. Call 1800 200 422 to register. If you are already registered, try searching for “My Aged Care” in the services list rather than scrolling through. If it still does not appear, call the myGov helpdesk on 13 23 07.

Linking keeps failing

Problem: You try to link My Aged Care but the verification step fails.

Fix: Make sure you are using the correct identity details. Your Aged Care ID is found on any letter from My Aged Care. If you are using your Medicare number, enter it exactly as it appears on your card, including the individual reference number (the digit next to your name). If verification continues to fail, call My Aged Care on 1800 200 422 for assistance.

Locked out of myGov

Problem: You have forgotten your password or been locked out after too many failed attempts.

Fix: On the myGov login page, select “Forgot your password” and follow the prompts. You will need access to your registered email address and mobile phone. If you cannot recover your account this way, call the myGov helpdesk on 13 23 07.

Portal shows outdated information

Problem: Your assessment status or services do not match what you have been told.

Fix: There can be a delay of a few business days between a decision being made and the portal being updated. If the information has been wrong for more than a week, call My Aged Care on 1800 200 422 to ask for it to be corrected.

Cannot find your referral code

Problem: You have been approved for services but cannot see your referral code in the portal.

Fix: Log in and go to “My services” or “My assessments.” Your referral code should appear under your approved services. If it is not there, it may be because the approval has not been fully processed yet. Wait a few days and check again. If it still does not appear, call 1800 200 422.

Error messages when logging in

Problem: You get error messages or a blank screen when trying to access My Aged Care through myGov.

Fix: Try these steps in order:

  1. Clear your browser cache and cookies
  2. Try a different web browser (Chrome, Firefox, Edge, or Safari)
  3. Disable any ad-blocking extensions temporarily
  4. Try using a private or incognito browsing window
  5. If none of this works, the portal may be undergoing maintenance. Try again in a few hours.

Mobile access

You can use the My Aged Care portal on your smartphone or tablet. There is no dedicated app, but the website works through your mobile browser.

How to access on mobile

  1. Open Safari (iPhone), Chrome (Android), or any mobile browser
  2. Go to my.gov.au
  3. Log in as you normally would
  4. Select My Aged Care from your linked services

Tips for mobile use

  • Use your phone’s “Add to Home Screen” feature to create a shortcut icon for quick access
  • The mobile site has the same features as the desktop version
  • Make sure you are on a secure Wi-Fi or mobile data connection
  • Always sign out when you are finished, especially on shared devices

myGov app

The myGov app is available for both iPhone and Android. You can download it from the App Store or Google Play. It provides a quicker way to sign in using fingerprint or face recognition, which many people find easier than typing a password each time.

Accessibility features

The My Aged Care portal includes several features designed to make it accessible for people with different needs.

Language support

My Aged Care provides information in multiple languages. If English is not your first language, you can access translated materials on the website or call the Translating and Interpreting Service (TIS National) on 131 450 for phone assistance.

Hearing or speech difficulties

If you have hearing or speech difficulties, you can contact My Aged Care through the National Relay Service:

  • TTY users: Call 1800 555 677 and ask for 1800 200 422
  • Speak and Listen: Call 1800 555 727 and ask for 1800 200 422
  • Internet relay: Visit the National Relay Service website

Screen readers

The myGov and My Aged Care websites are designed to work with screen reading software. If you use a screen reader, make sure it is up to date for the best experience.

Getting help in person

If using the portal online is difficult for you, there are other options:

  • Services Australia centres can help you set up and use your myGov account in person
  • Call My Aged Care on 1800 200 422 to do everything over the phone that you would do online
  • Ask a family member or carer to be set up as a representative so they can manage the portal for you

Key resources

Need help navigating aged care?

The My Aged Care portal is a powerful tool, but it can feel overwhelming. If you are struggling with the system, unsure about your next steps, or need help finding the right provider, MD Home Care is here to help.

We connect older Australians with quality aged care providers across the country. Whether you need help understanding your assessment results, comparing providers, or getting started with a Support at Home package, we can guide you through the process.

Call us on 1800 953 253 to speak with us today.

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