One of the biggest questions from seniors and their loved ones is how to contact My Aged Care.
We have put together a comprehensive list of numbers and locations for in-person consultations with a My Aged Care representative. Add a bookmark so you can find the details you need at any time.
Contact numbers and details for My Aged Care
If you or one of your loved ones are part of Australia’s elderly population, there may come a time when you need to seek aged care.
Australia’s aged care system is among the best in the world and is there to help senior Australians with all their needs ranging from health to everyday tasks.
Once you get started and become familiar with how My Aged Care works, you can take advantage of the residential aged care and at-home aged care services that are available.
The first step is getting in touch with My Aged Care. This article shares what you need to know in terms of My Aged Care contact details and the My Aged Care number for every state. Add it to your bookmarks so you can refer to it at any time.
Remember, while My Aged Care is there to help, if you or your loved one is having an emergency, you should always call 000.
What is My Aged Care?
My Aged Care is a government-run body that handles all aged care needs in Australia. This is the organisation you need to contact to discuss and arrange official aged care funding and government programs.
How do I contact My Aged Care?
There are lots of different ways to contact My Aged Care. As a government body, they ensure that there are multiple avenues open to get in touch, including online, on the phone and in person. They also offer options for hearing impaired Australians, to assist elderly Australians who suffer from loss of hearing.
What is the My Aged Care number?
Getting in touch with My Aged Care by phone is easy. Making a call is free from most landlines and mobile phones.
The My Aged Care number is 1800 200 422.
This is the same for NSW, Queensland, South Australia, Victoria, WA, the ACT, Tasmania and the Northern Territory.
At the time of writing this article, lines are open from 8:00 am to 8:00 pm Monday to Friday, and 10:00 am to 2:00 pm. The My Aged Care number is closed on Sundays.
If you are overseas and need to contact My Aged Care, call +61 2 6289 1555 on any weekday between 8:30 am and 5:40 pm AEST and ask for the My Aged Care contact centre.
There are also services to help you if you need assistance making a phone call to My Aged Care. For example:
- Use a representative
My Aged Care allows the use of a representative if it is necessary. A representative can take care of all communication with My Aged Care for you and even make all the relevant decisions.
They are most frequently a family member but can also be a friend, carer, or advocate.
To allocate a representative, you need to visit (or have your representative visit) the representatives page on the My Aged Care website.
- Translation services
If English is not your first language, there is an option to seek translation services. If you need a translator, call 131 450 and ask for 1800 200 422.
- Hearing impaired services
If you or your loved one are hearing impaired, you can choose to use the National Relay Service or call the NRS Helpdesk on 1800 555 660.
Online enquiries for My Aged Care
To contact My Aged Care online, visit the Contact Us page for My Aged Care.
Select one of the drop-down options at the top of the page and you will see a form you can fill out.
You can specify the state you live in and request a call back from My Aged Care. The website mentions a 72 hour waiting period when it comes to responses to online enquiries.
In-person state-by-state contacts for My Aged Care
If you wish to talk to someone in person about My Aged Care, it is possible to do so.
To speak to someone in person, head to a Services Australia centre that has an Aged Care Specialist Officer (ASCO). Not every service centre has an aged care specialist officer, so you need to find the centre near you with a My Aged Care contact who can help. To assist you, we have compiled a list of Service Australia Centres which has an aged care officer available. Please see below.
It is a good idea to book an appointment so you do not have to wait too long to see someone. You can book an appointment to speak to an Aged Care Specialist Officer (ACSO) in person by calling 1800 227 475 on weekdays from 8 am to 5 pm.
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State by state, these are the localities where you can find Service Australia centres with My Aged Care representatives:
How to contact My Aged Care in writing
While you can call the My Aged Care number six days a week, if you need to contact My Aged Care in writing, address your letter to:
PO Box 1237
How to contact My Aged Care online
The ‘Contact Us’ tool on the My Aged Care website provides a selection of ways to contact My Aged Care.
The tool drops down to allow you to choose from options such as ‘I need more information,’ ‘I want to make a complaint,’ ‘I want to give feedback,’ and ‘I want to request aged care services.’
Follow the prompts, and you will be given a choice of how to contact My Aged Care, including online or by phone.
Stay up to date by using your My Aged Care online account
Once you have contacted My Aged Care, you will be able to create your My Aged Care online account. Your online account is the best way to communicate and provide updated information once you are receiving My Aged Care services.
In some situations, you will be saved from needing to call the My Aged Care number because the information you need is in your My Aged Care account.
Why contact My Aged Care?
My Aged Care is the only government body that deals with funding for aged care support.
You need to contact My Aged Care to organise government-funded aged care for yourself or your loved one.
If you wish to use entirely private services for aged care, you will be expected to pay privately for all the services you receive with the provider of your choosing.
Avoiding My Aged Care scams
Elderly Australians are often the target of criminal scams.
To avoid being the victim of a scam, be aware that My Aged Care will never:
- Contact you directly through social media (like Facebook) or other messaging platforms (such as WhatsApp, WeChat, Weibo)
- Ask you for your bank details or passwords
- Call to offer a special deal on equipment or medication
If you receive a phone call related to my Aged Care that doesn’t feel quite right, hang up the phone and contact the My Aged Care number on 1800 200 422. This number is the same for every state, Qld, NSW, Victoria, SA, WA etc. You may also want to report the issue to www.scamwatch.gov.au.
Key services of My Aged Care
The main function of My Aged Care is to help elderly Australians and their loved ones to navigate and access the Australian aged care system.
When you contact My Aged Care, you should be able to get help with:
- Understanding the different aged care services provided by the Australian government
- Arranging an assessment with a My Aged Care Team so the correct aged care services required can be identified
- Accessing referrals and getting support to find the proper service providers to meet your needs
- Understanding the possible costs of one-off or ongoing aged care services
When to contact My Aged Care
It might be time to talk to My Aged Care about an aged care plan if you or your loved one are experiencing any of the following signs:
- Memory loss or issues
- Age-related loss of mobility
- Inability to accomplish basic daily tasks
- A decline in quality of life
Remember, aged care does not have to mean going into a nursing home/residential aged care facility. My Aged Care can also help facilitate high-quality at-home care for elderly Australians.
If you are looking for a nursing home/residential aged care facility, Aged Care Decisions can help. We are connected with over 1200 facilities and assist over 6000 families to identify optimal aged care solutions every month, 100% free of charge.