How do I contact My Aged Care? 

  • By phone: Call 1800 200 422 
    • Monday to Friday: 8am to 8pm
    • Saturday: 10am to 2pm 

This is a free call from Australian landlines and some mobile phones 

Tips for calling My Aged Care 

  • Be patient: Wait times can be long, especially during busy periods.
  • Call early in the morning: The best time to call is early in the morning when the phone lines open at 8am. You are more likely to get through quickly at this time.
  • Have information ready: Before you call, gather: 
    • Your Medicare card 
    • Date of birth  
    • Information about your current situation and needs 
    • A list of questions you want to ask 
    • Paper and pen to take notes 
  • Ask for help if needed: If English is not your first language, call 131 450 for the Translating and Interpreting Service. They will connect you with My Aged Care with an interpreter. 
  • Get someone to help: You can have a family member or friend with you on the call, or they can call on your behalf if you prefer. 

What happens after I apply for an assessment? 

After you submit your application, an assessor will contact you to arrange your assessment. Usually, you will be contacted within 2 to 6 weeks. 

Important: Watch for the assessor’s phone call 

The assessor may call from a private number. This means the number might show as “Private Number” or “No Caller ID” on your phone. 

If you miss a call, they may try few times more later.  

You can call My Aged Care back on 1800 200 422 if you think you missed the assessor’s call


What if I’m worried about scam calls? 

It’s smart to be careful about scam calls. Here’s how to stay safe: 

My Aged Care will never: 

  • Ask you for money over the phone 
  • Ask for your bank account details when first calling 
  • Pressure you to make quick decisions 

If you’re not sure if a call is real, ask the caller for their name and a reference number, then call My Aged Care back to confirm 

What happens during the assessment? 

The assessor will: 

  • Ask about your daily activities and what you find difficult 
  • Talk about your health and any support you’re getting now 
  • Discuss what services might help you 
  • Explain what happens next 

You can have a family member, friend or support person with you during the assessment if you want. 

After your assessment 

The assessment team will send you a letter about what you’re approved for. This letter tells you: 

  • If you’re eligible for Support at Home services 
  • What type of funding you’ve been approved for 
  • Your priority category (urgent, high, medium, or standard) 

Key tips to remember 

  • Be persistent – If you can’t get through, try again. Early morning is best. 
  • Ask questions – Write down anything you don’t understand and ask the staff to explain. 
  • Keep records – Note down when you call, who you spoke to and any reference numbers. 
  • Get help if you need it – You don’t have to do this alone. Ask family, friends or an Aged Care Specialist Officer for help. 

Need more support? 

Aged Care Specialist Officers (ACSOs) can help you: 

  • Understand different types of aged care services 
  • Check if you’re eligible and make a referral for assessment 
  • Use the My Aged Care website 
  • Book an appointment by calling 1800 227 475 

Where to get more information 

  • Visit the My Aged Care website: www.myagedcare.gov.au 
  • Call My Aged Care: 1800 200 422 
  • If calling from overseas: +61 2 6289 1555 (Monday to Friday 8:30am-5:30pm AEST)