Registering with My Aged Care is the first step to accessing government-funded aged care services in Australia. Whether you need help around the house, personal care, or a full home care package, everything starts with registration. This guide walks you through the entire process, from gathering your documents to what happens after you make the call.

Key points

  • My Aged Care is the Australian Government’s gateway to all aged care services
  • You can register by phone (1800 200 422) or online at myagedcare.gov.au
  • Registration takes about 15 to 20 minutes
  • You will need your Medicare card, date of birth, and contact details
  • After registration, you will be referred for a needs assessment
  • Family members, carers, and health professionals can register on behalf of someone else
  • Free interpreter services are available for people who speak languages other than English

What is My Aged Care?

My Aged Care is the Australian Government’s central entry point for aged care information and services. It was established to simplify access to aged care by providing a single contact point for older Australians and their families.

My Aged Care helps you:

  • Find out what aged care services are available
  • Check your eligibility for government-funded support
  • Get assessed for the right level of care
  • Find approved service providers in your area
  • Manage your aged care services through an online account

Registration creates your client record in the My Aged Care system. This record stores your personal details, care needs, and assessment outcomes. Once registered, you do not need to repeat your information every time you contact the service.

For a broader overview of aged care options in Australia, visit our aged care services guide.

Who should register?

Eligibility criteria

You may be eligible to register with My Aged Care if you:

  • Are aged 65 or older (or 50 or older for Aboriginal and Torres Strait Islander people)
  • Are finding it harder to manage everyday tasks at home
  • Need help with personal care, mobility, or household tasks
  • Want to explore government-funded aged care services
  • Are a younger person with a disability, dementia, or other condition affecting your ability to live independently (in some cases)

Common situations

People register with My Aged Care in many different situations. You might consider registering if:

  • You or a family member is struggling with cooking, cleaning, or personal hygiene
  • A recent fall or hospital stay has made daily tasks more difficult
  • A doctor has suggested you may need additional support
  • You are a carer who needs respite or support services
  • You want to plan ahead before care needs become urgent
  • Your existing informal support from family or friends is no longer enough

There is no requirement that your situation must be critical before you register. In fact, registering early often leads to better outcomes because it gives you time to understand your options and plan for the future.

Who can register on someone’s behalf?

You do not need to register yourself. The following people can contact My Aged Care on your behalf:

  • A spouse, partner, or family member
  • A friend or neighbour who helps with your care
  • Your GP or other health professional
  • A social worker or hospital discharge planner
  • An aged care advocate

The person registering on your behalf will need to provide your personal details and explain your care needs. My Aged Care may still need to speak directly with you at some point during the process.

Documents you need

Having the right documents ready before you call or go online will make the registration process much smoother. Here is what to prepare:

Essential documents

DocumentWhy it is needed
Medicare cardTo verify your identity and eligibility
Date of birthTo confirm your age eligibility
Full legal nameTo create your client record
Home addressTo identify services available in your area
Contact phone numberSo My Aged Care can reach you for follow-up
Email address (optional)To set up your online My Aged Care account

Helpful but not required

These documents are not mandatory, but they can speed up the process and provide useful information for your assessment:

  • GP referral letter or medical summary: Helps the assessor understand your health conditions and care needs
  • Hospital discharge summary: If you are registering after a hospital stay, this provides context about your condition
  • List of current medications: Useful for the assessment stage
  • Details of existing support: Information about any care or services you already receive
  • Veterans’ Affairs details: If you are a DVA Gold or White Card holder, have your card ready
  • Pension or Centrelink details: Your Customer Reference Number (CRN) if applicable

Tip: Write down a brief description of what you are struggling with before you call. Having specific examples ready (such as “I cannot safely get in and out of the shower” or “I need help preparing meals”) helps the registration process go faster.

Phone registration (step by step)

Calling My Aged Care is the most common way to register. Many people prefer speaking to a real person, especially when navigating the system for the first time.

Step 1: Call 1800 200 422

The My Aged Care contact centre is open:

  • Monday to Friday: 8am to 8pm (local time)
  • Saturday: 10am to 2pm (local time)
  • Closed on Sundays and public holidays

The call is free from landlines and most mobile phones within Australia.

Step 2: Speak with a representative

When you call, a My Aged Care representative will:

  1. Ask if you are calling for yourself or someone else
  2. Verify your identity using your Medicare card number and date of birth
  3. Take your contact details and address
  4. Ask about your current living situation
  5. Ask about the tasks you are finding difficult

Step 3: Answer screening questions

The representative will ask a series of screening questions to understand your needs. These questions cover areas such as:

  • Daily activities: Can you prepare meals, do housework, manage laundry?
  • Personal care: Do you need help bathing, dressing, or grooming?
  • Mobility: Can you move around your home safely? Have you had any falls?
  • Health management: Can you manage your medications? Do you attend medical appointments independently?
  • Social wellbeing: Do you feel isolated or lonely? Can you get out of the house regularly?
  • Safety: Are there any safety concerns in your home?

Be honest and specific in your answers. It is common for people to downplay their difficulties, but accurate information ensures you are referred for the right level of assessment.

Step 4: Receive your client record number

After the screening questions, My Aged Care will:

  • Create your client record in their system
  • Give you a My Aged Care client record number (keep this safe)
  • Explain the next steps in the process
  • Refer you for an assessment based on the screening results

The entire phone call typically takes 15 to 25 minutes, depending on the complexity of your situation.

Online registration steps

If you prefer to register online, you can do so through the My Aged Care website or the myGov portal.

Option 1: Through myagedcare.gov.au

  1. Go to myagedcare.gov.au
  2. Select “Apply for an assessment” from the main navigation
  3. Complete the online form, which has three parts:
PartWhat it covers
Part AScreening questions about your current situation and needs
Part BYour Medicare details, personal information, and contact details
Part CScheduling preferences for your assessment
  1. Submit your application
  2. You will receive confirmation that your registration has been received

Option 2: Through myGov

If you already have a myGov account:

  1. Log in to my.gov.au
  2. Link your My Aged Care account (if not already linked)
  3. Follow the prompts to apply for an assessment
  4. Your personal details will be pre-filled from your myGov profile

When online registration works best

Online registration is a good option if you:

  • Are comfortable using computers and the internet
  • Have your Medicare card and personal details handy
  • Want to complete the process outside of phone service hours
  • Prefer to take your time without feeling rushed on a phone call

When phone registration is better

Most people find phone registration easier because:

  • A representative can explain things as you go
  • They can ask follow-up questions to capture your needs accurately
  • You can ask questions and get immediate answers
  • The representative may identify needs you had not considered
  • It is more accessible for people who are not confident with technology

What happens after registration

Registration is just the first step. Here is what to expect in the weeks after you register.

Screening and triage

After your registration is processed, My Aged Care will review the information you provided and determine the type of assessment you need. There are two main pathways:

Regional Assessment Service (RAS): For people with lower-level care needs who may benefit from the Commonwealth Home Support Programme (CHSP). RAS assessments are shorter and focus on specific areas where you need help.

Aged Care Assessment Team (ACAT): For people with more complex care needs who may require a home care package or residential aged care. ACAT assessments are more comprehensive and conducted by a team of healthcare professionals.

For a detailed comparison of these two assessment types, see our guide on RAS vs ACAT assessments.

Assessment referral

Once My Aged Care determines the right assessment pathway, they will:

  1. Refer you to an assessment organisation in your area
  2. The assessment organisation will contact you to arrange a time
  3. Assessments are usually done in your home so the assessor can see your living environment
  4. A family member or carer can be present during the assessment

Typical wait times

Wait times vary depending on your location and how busy the assessment services are in your area:

Assessment typeTypical wait time
RAS assessment2 to 6 weeks
ACAT assessment2 to 12 weeks
Priority or urgent casesWithin days

If your situation is urgent (for example, after a hospital discharge or if there are safety concerns), let My Aged Care know. They can prioritise your assessment.

After the assessment

Following your assessment, the assessor will recommend the services or level of care that matches your needs. If you are approved for a home care package, you will be placed in the national priority queue until a package becomes available.

Setting up your online account

After registration, you can set up a My Aged Care online account to manage your aged care services. Your online account allows you to:

  • View your client record and assessment outcomes
  • See your referrals and service provider details
  • Update your personal information
  • Give permission for others to access your information
  • Track the status of your home care package (if applicable)

How to set up your account

  1. Go to my.gov.au and sign in (or create a myGov account)
  2. Select “Link a service” and choose My Aged Care
  3. You will need your My Aged Care client record number and the details you provided during registration
  4. Once linked, you can access your My Aged Care account through myGov

If you have trouble setting up your account, call My Aged Care on 1800 200 422 and ask for help with your online access.

Proxy and representative access

If you are helping a family member or friend with their aged care, you can be granted access to their My Aged Care account and services.

Types of access

Regular representative: A family member, friend, or carer who helps the person manage their aged care. You can attend assessments, speak to providers, and help with decisions, but the person receiving care remains the primary decision-maker.

Authorised representative: Someone who has been formally authorised to make decisions on behalf of the person receiving care. This is appropriate when the person cannot make decisions independently due to cognitive decline or other health conditions.

How to register as a representative

  1. Call My Aged Care on 1800 200 422
  2. Explain that you would like to be registered as a representative
  3. The person receiving care (if able) will need to give verbal consent during the call
  4. If the person cannot give consent, you may need to provide documentation such as a Power of Attorney, Guardianship order, or a letter from a medical professional

What representatives can do

Once registered, a representative can:

  • Call My Aged Care on the person’s behalf
  • Access the person’s My Aged Care online account (with their permission)
  • Attend assessments and provide information
  • Receive information about the person’s care and services
  • Help choose and communicate with service providers

CALD and interpreter support

My Aged Care provides support for people from culturally and linguistically diverse (CALD) backgrounds. You have the right to communicate in your preferred language when accessing aged care services.

Free interpreter services

The Translating and Interpreting Service (TIS National) provides free interpreting for aged care. You can access this service in two ways:

  1. Call TIS National on 131 450 and ask to be connected to My Aged Care through an interpreter in your language
  2. Call My Aged Care on 1800 200 422 and ask for an interpreter at the start of the call

Interpreting services are available in over 160 languages, including Mandarin, Cantonese, Vietnamese, Arabic, Greek, Italian, and many more.

Support during assessments

You can also request an interpreter for your needs assessment. The assessment organisation will arrange an interpreter at no cost to you. Let My Aged Care know your language preference when you register so they can note it on your client record.

Translated resources

My Aged Care provides translated information in several languages on their website. You can also request printed materials in your preferred language by calling 1800 200 422.

Support for Aboriginal and Torres Strait Islander people

Aboriginal and Torres Strait Islander people can access aged care services from age 50 (rather than 65). My Aged Care offers culturally appropriate support, including:

  • Aboriginal and Torres Strait Islander assessment organisations: When you register, you can request to be assessed by an Aboriginal and Torres Strait Islander organisation. These assessors are trained to be culturally safe, trauma-aware, and healing-informed
  • Interpreting services: Available in Aboriginal and Torres Strait Islander languages through My Aged Care
  • National Aboriginal and Torres Strait Islander Flexible Aged Care Program: Provides culturally appropriate aged care in remote and rural communities
  • Support people: You can bring a trusted person to any assessment or meeting

If you are an Aboriginal or Torres Strait Islander person and would prefer to speak with a specialised service, ask My Aged Care about your options when you call.

Common issues and fixes

Registration does not always go smoothly. Here are common problems people encounter and how to resolve them.

”I do not have a Medicare card”

You can still register without a Medicare card, but you will need to provide alternative identification. Contact My Aged Care by phone and explain your situation. They will work with you to complete the registration using other forms of ID.

”I was told I am not eligible”

If you believe you should be eligible but were told otherwise:

  • Ask for a clear explanation of why you are not eligible
  • Provide any additional medical information that supports your case
  • Ask your GP to call My Aged Care and provide a referral or supporting letter
  • Contact the Older Persons Advocacy Network (OPAN) on 1800 700 600 for free advocacy support

”The wait for assessment is too long”

If you are waiting longer than expected:

  • Call My Aged Care to check the status of your referral
  • Ask if there are other assessment organisations in your area with shorter wait times
  • If your needs have become more urgent, ask for your referral to be escalated
  • Speak to your GP about interim support options through the Commonwealth Home Support Programme

”I cannot navigate the website”

The My Aged Care website can be difficult to use, particularly for people who are not comfortable with technology. If you are struggling:

  • Call 1800 200 422 instead. Phone registration covers everything the website does
  • Ask a family member or friend to help you
  • Visit a Services Australia (Centrelink) office in person. Aged Care Specialist Officers (ACSOs) can help you register face-to-face, Monday to Friday, 8am to 5pm

”My details are wrong in the system”

If you notice incorrect information on your client record:

  • Call My Aged Care on 1800 200 422 to correct the details
  • Log in to your myGov account and update your information online
  • Incorrect details can delay your assessment and access to services, so fix them as soon as you notice

”I registered but never heard back”

If you have not been contacted about an assessment after two weeks:

  • Call My Aged Care on 1800 200 422 and ask about the status of your referral
  • Confirm that your contact details are correct in the system
  • Ask for the name and phone number of the assessment organisation you were referred to, and contact them directly

How long does it all take?

Here is a realistic timeline for the entire process from registration to receiving services:

StageTypical timeframe
Registration15 to 20 minutes (phone or online)
Screening and triage1 to 5 business days
Assessment booking2 to 6 weeks (RAS) or 2 to 12 weeks (ACAT)
Assessment outcomeUsually provided within 2 weeks of assessment
CHSP servicesCan start within weeks of approval
Home care package assignment1 to 12 months depending on priority and level

The total time from registration to receiving a home care package can range from a few months to over a year. CHSP services are generally available much sooner. This is why registering early is important, even if your needs are not yet urgent.

Tips for a smooth registration

These practical tips will help you get the most out of the registration process:

  1. Register early. Do not wait until care needs become a crisis. Registering while your needs are manageable gives you time to navigate the system without pressure.

  2. Be honest about your difficulties. Many people understate how much they are struggling because they do not want to seem dependent. Accurate information ensures you are assessed for the right level of care.

  3. Have your documents ready. Gather your Medicare card, date of birth, and a list of your concerns before calling. This saves time and reduces frustration.

  4. Write down specific examples. Instead of saying “I need help around the house,” say “I cannot bend down to clean the bathroom” or “I have fallen twice in the past month.” Specific details help the screening process.

  5. Ask for a GP letter. While not required, a letter from your doctor summarising your health conditions and care needs can strengthen your case and speed up the assessment process.

  6. Keep your client record number safe. You will need this number for all future interactions with My Aged Care. Write it down and store it somewhere accessible.

  7. Bring someone to the assessment. Having a family member or carer present during your assessment can help. They may notice difficulties you have gotten used to and can provide a fuller picture of your daily life.

  8. Follow up if you do not hear back. The system is large and sometimes things slip through the cracks. If you have not been contacted within two weeks of registration, call My Aged Care to check on your referral.

  9. Use an advocate if you need one. The Older Persons Advocacy Network (OPAN) provides free, independent support. Call them on 1800 700 600 if you feel overwhelmed or need help navigating the system.

  10. Keep records of all communication. Note the date, time, and name of anyone you speak with. This is useful if you need to follow up or dispute a decision.

Key resources

Need help getting started?

Navigating the aged care system can feel overwhelming, but you do not have to do it alone. MD Home Care connects older Australians and their families with trusted aged care providers who can guide you through every step of the process, from registration through to receiving services.

Call us on 1800 953 253 to speak with someone who can help you understand your options and get started with My Aged Care. You can also visit our aged care services page to learn more about the support available in your area.