Steps to enter an

aged care home

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The document must be attributed as the Department of Health
and Aged Care Steps to enter an aged care home.

Have your say on aged care

We invite older Australians, their families and carers, the aged care
workforce and providers to help shape and reform aged care.
Register your interest at agedcareengagement.health.gov.au

Contact us
Enquiries regarding the licence and any use of this document are
welcome via email at: [email protected]
You can fnd this product at myagedcare.gov.au
This booklet is designed to help you, your family or your friends
make important decisions about your care. Although we have tried
to make it as comprehensive as possible, you may want to seek
more specifc information regarding your individual situation to make
an informed decision.
Information is current as at August 2023.
Steps to enter an
aged care home
1
Is this booklet right for you?
This booklet explains how older people can access care in an aged care
home, the process for moving into an aged care home and what to expect
when you are there.
You should read this booklet if you have been assessed by an Aged Care
Assessment Team (ACAT) member for care in an aged care home.
Otherwise call My Aged Care on 1800 200 422 (free call) or go to
myagedcare.gov.au for information on the assessment process and
eligibility for different types of government-funded aged care

Short-term restorative care

Short-term care services in the home or residential care settings
for situations such as restorative care (return to independence).

Entry-level support at home

Ongoing or short-term care and support services through the
Commonwealth Home Support Programme including help with
housework, personal care, meals and food preparation, transport,
shopping, allied health, social support and planned respite (giving
your carer a break).

More complex support at home

Four levels of consumer directed coordinated packages of
services through the Home Care Packages Program including
personal care, support services and nursing, allied health and
clinical services.
THIS BOOKLET

Residential aged care

Personal and nursing care in aged care homes for older people
that need assistance with daily living activities. This also includes
residential respite for short stays in an aged care home.

2
Contents
Is this booklet right for you?................................................................................ 2

Care in an aged care home................................................................................. 4

Contact My Aged Care and have an assessment................................................ 6

Residential respite care (short stays in aged care homes).................................. 10

Pathway to accessing care in an aged care home ............................................ 11

Work out the costs ........................................................................................... 12

Find an aged care home................................................................................... 20

Apply to an aged care home and accept an offer.............................................. 23

Enter into agreements with your aged care home ............................................. 24

Further assistance ............................................................................................ 29

Checklist - Work out the costs and fnd an aged care home ............................. 32

Checklist – Enter into agreements..................................................................... 34

Checklist - Prepare to move ............................................................................. 36

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 3
Care in an aged care home
An aged care home (sometimes known as a nursing home or residential
aged care facility) is for older people who can no longer live at home and
need ongoing help with everyday tasks or health care.
Living or staying in an aged care home is all about making sure you receive
the care you need. Aged care homes can help you with:
y day-to-day tasks (such as cleaning, cooking, laundry)
y personal care (such as bathing, dressing, grooming, going to
the toilet)
y clinical care (such as wound care and medication administration)
under the supervision of a registered nurse
y other care services.
Residential care in an aged care home can be provided on a permanent
or short-term basis. Short-term care in an aged care home is called
residential respite care (see page 10).

Aged care homes are owned and operated by people or organisations

that have the approval of the Australian Government to care for you.
They must meet aged care quality standards.

Privately funded housing options, such as retirement villages or

independent living units, offer a range of services for independent older
people. They are regulated by state and territory governments and do
not require Australian Government approval to operate.

These privately funded services may also be approved to provide

Australian Government funded aged care services such as home care
packages in their home. If eligible, you can choose to receive aged care
services from them or from another approved provider.

Eligibility
You may be eligible for care in an aged care home if you are an older
person over the age of 65 (over 50 years for Aboriginal or Torres Strait
Islander peoples) who can no longer live independently at home.

4
Australia's aged care system supports older people. It is not meant for
people younger than 65. Aged care should be a last resort for people
younger than 65 and only in limited circumstances. Supports are available
to you to assist you to fnd the accommodation and support services that
address your goals and best meets your needs.
If you are under the age of 65 years (a 'younger person') with a permanent
and signifcant disability, you may be eligible for the National Disability
Insurance Scheme (NDIS). If you think you may be eligible for the NDIS you
can visit the NDIS website at ndis.gov.au or call 1800 800 110 (free call),
Monday to Friday, 9am to 5pm AEST.
If you are not eligible for the NDIS, other support options are available to
help you. To fnd out more about Ability First Australia's (AFA) national
network of Younger People in Residential Aged Care (YPIRAC) System
Coordinators contact AFA on 1800 771 663 (free call).

Care and services available

Care and services that must be provided to you, if you need them, include:
y Accommodation services such as furnishings, meals, basic toiletries
and social activities in the home.
y Personal care assistance such as bathing, eating, help with taking
medications and carrying out health treatments.
y Care and services according to your care needs, including:
› special bedding materials
› mobility goods such as walking frames and wheelchairs
(excludes motorised wheelchairs and custom made aids)
› incontinence aids
› nursing services
› medication management
› therapy services such as speech therapy, podiatry (foot care) and
physiotherapy.
This is not an exhaustive list. You should discuss your needs and
preferences with your preferred aged care home.
Some aged care homes have extra service status or offer additional
services meaning they offer places with a higher standard of accommodation,
greater menu choice and non-care services such as daily newspapers, at
an extra cost.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 5
Contact My Aged Care and have an
assessment
Before receiving care in an aged care home, including residential respite,
you need an assessment to fnd out if you’re eligible. You can apply for an
assessment in two ways:
Online The online application form is quick and easy – and available 24
hours a day, seven days a week. The website also has an easy-to-use
eligibility checker which you can use before applying.
To apply online visit: myagedcare.gov.au/apply-online
By telephone You can call the My Aged Care Contact Centre on
1800 200 422 (free call) to discuss your needs and complete the
application over the phone.
In person Visit any Services Australia service centre for help to apply
online or to call My Aged Care. In some locations you can book a free,
in-depth appointment with an Aged Care Specialist Offcer.
Freecall 1800 227 475 weekdays from 8am to 5pm.

What to expect when applying

When you apply, we will ask you a few questions to fnd out if you are eligible
for an assessment. If you are, you’ll provide some personal information
including your Medicare number and contact details.
If you are under 65 years of age, ACAT assessors must frst test with the
National Disability Insurance Agency whether you can be assisted by the
NDIS. This is required before approval of any younger person for aged care.
During the application, you can also appoint a family member or friend as
your My Aged Care representative. This means they can speak to My Aged
Care on your behalf. You can change your representative at any time.
Learn more at: myagedcare.gov.au/my-aged-care-representatives
We will also ask you for permission to create a personalised client record.
This will hold up-to-date information on your needs, the results of any
assessments and any services that you receive. The client record will
reduce the need for you to retell your story.
You can access your client record through your My Aged Care Online
Account. This account is a free and secure way to manage your services,

6
representatives and personal details. You can access your Online Account
by linking it to your myGov account. For more information visit:
myagedcare.gov.au/access-your-online-account

The assessment process

If you are eligible you will be referred for a free assessment with a member of
your local Aged Care Assessment Team (ACAT) (or Aged Care Assessment
Service (ACAS) in Victoria).
Your local ACAT member (usually a nurse, social worker or other health care
professional) will contact you within 2-6 weeks of your application. They will
make a time to visit your home to talk to you about your situation and
assess your eligibility for government-funded aged care services.
If an in-person assessment is not possible, your assessor may arrange a
telephone, video meeting or telehealth assessment. This may happen if, for
example, you are in a remote area, there is fooding or during a pandemic.
You may feel nervous, remember your assessor is trained to talk to people in
your situation and will understand how you are feeling. Tell them honestly
about your situation and any concerns you or your family may have.
We encourage you to have a friend, family member or carer with you for
your assessment.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 7
Outcome of your assessment
After your assessment, an assessor will make a formal decision about your
care needs. If you are assessed as eligible for entry into an aged care
home, you will receive an approval letter and support plan from your ACAT
that sets out the care you are approved to receive. The support plan will
include a unique referral code that you give to your chosen provider if and
when you choose to go into an aged care home. Decisions about entering
an aged care home must be made with your agreement.
If you are not approved for entry into an aged care home, you will receive a
letter stating why and who to contact for more help. You may be eligible
for other care and services and if so, this information will be included with
your letter.
If your care needs change at any time, you can ask for a reassessment by
calling My Aged Care.
If you don’t receive an approval letter explaining your assessment decision,
you should first contact your ACAT or call My Aged Care and ask for a copy.

8
Concerns about the outcome of your assessment
The letter you receive from the ACAT will include further information about
how you can make a complaint or appeal the decision.
If you do not agree with the assessment outcome in your letter or want
to discuss any concerns about the decision, you should frst contact
your ACAT.
If you do not know the ACAT organisation’s details, the My Aged Care
contact centre can give you this information.
If, after you have spoken to your assessor, you still do not agree with your
assessment outcome, you can ask for a review of the decision by writing
to the Secretary of the Department of Health and Aged Care outlining why
you think it should be changed.
You should write to the following address:
The Secretary
Department of Health and Aged Care
Attn: Aged Care Assessment Program Reconsiderations
GPO Box 9848
Adelaide SA 5001
You must write to the Secretary within 28 days of receiving your letter.
There is no charge to ask for a review of an ACAT decision. If you are not
satisfed with the outcome of this review, you can go to the Administrative
Appeals Tribunal. There is a charge for this. Find out more on their website
at aat.gov.au or call 1800 228 333 (free call). If you require assistance,
such with translating and interpreting, please see page 29.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 9
Residential respite care (short stays
in aged care homes)
If your carers at home are unable to care for you for some reason, or you
would like a break from caring for yourself, you may be able to have a
short stay in an aged care home. This is called ‘residential respite care’,
and can be sought on a planned or emergency basis.

Care available
An aged care home may provide a range of care and services, depending
on your needs. These should be the same as what you would receive if
you moved into the home permanently.
You can access residential respite for up to 63 days each fnancial year.
You or your provider can ask to extend this time in lots of 21 days by
contacting your local ACAT.

Access to residential respite care

You will need an ACAT assessment for respite in an aged care home.
The availability of services varies from region to region, and the assessment
will determine your needs in line with what help is available in your area.
If you need emergency respite care, or additional support, contact the
Carer Gateway on 1800 422 737 (free call) Monday to Friday, 8am to 5pm.
You can also go to carergateway.gov.au to fnd out more about services
to support carers.
See also residential respite care costs on page 18.

10
Pathway to accessing care in an
aged care home
This booklet outlines the usual pathway after you have had an assessment
and received a letter to say that you are approved for residential care, so
you can enter an aged care home and manage your services:

11. Work out the costs

22. Find an aged care home

3. Apply to an aged care home

3 and accept an ofer

4. Enter into agreements with

4 your aged care home

5 Manage your care and services

Help accessing aged care services

If you need extra assistance or want help to raise your concern, you can
have an aged care advocate work with you to resolve the matter. The Older
Persons Advocacy Network (OPAN) helps people access and interact with
Commonwealth-funded aged care services. OPAN is funded by the
Australian Government. It is free and confdential.
OPAN helps older people get the information they need to make decisions,
understand their aged care rights, and resolve problems and confusion.
OPAN can be contacted on 1800 700 600 (free call) from 8am to 8pm
Monday to Friday and 10am to 4pm on Saturdays.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 11
1 Work out the costs

The Australian Government subsidises aged care homes to keep costs

reasonable and affordable. Subsidies based on your care needs are paid
directly to the home.
On average, the Australian Government contributes about $85,000 yearly
for each permanent aged care home resident. This amount increases
each year.
If you are eligible, you are expected to contribute to the cost of your
accommodation and care if you can afford to do so.
To get an estimate of your fees, use the fee estimator on the My Aged
Care website at myagedcare.gov.au/how-much-will-i-pay
If you would like to talk to someone face-to-face you can book an
appointment with an Aged Care Specialist Offcer (where one is available in
your location) at a Services Australia service centre. Call Services Australia
on 1800 227 475 (free call) weekdays from 8am to 5pm.

12
Costs you may need to pay
There are various fees you may be asked to pay including:
y basic daily fee
This covers daily living costs such as meals, power and laundry.
Everyone pays this fee and for some people, this is the only fee they
need to pay.
The Department of Veterans’ Affairs (DVA) will pay the basic daily fee for
eligible former Prisoners Of War (POW) and Victoria Cross (VC)
recipients.
y means tested care fee
If your income and assets are over a certain amount, you can be asked
to contribute towards the cost of your care. Services Australia or DVA
will tell you if you need to pay this fee and the amount will be based on
your means assessment.
Eligible former POWs and VC recipients are exempt from paying a
means tested care fee.
y accommodation costs
This is for your accommodation in the home. Some people will have
their accommodation costs paid in full or in part by the Australian
Government, while others will need to pay the accommodation price
agreed with the aged care home. Services Australia will tell you which
applies to you based on your means assessment.
y extra service fees
Some homes have extra service status which allows them to offer a
higher standard of accommodation, food and services, at an additional
cost. If you agree to an extra service room, extra service fees will apply.
You should ask your provider if they have extra service status and if they
charge this fee. Extra service fees are set by the aged care home and
can only be charged if you have agreed to them. They are not
subsidised by the government.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 13
y additional service fees
You may also choose to pay for additional services, which go beyond
the care and services which your aged care home must provide.
Some homes allow you to choose what additional services you would
like, so you only pay for what you use. Others provide a package of
additional services, and some of them must be agreed to as a condition
of living in the home. Fees for additional services are set by the provider
and are not subsidised by the government.
You and your provider must agree on a fee for additional services before
you start receiving them, but you can only be charged for additional
services that you can make use of or beneft from.
Additional services and additional service fees vary from home to home
so check with your aged care home for details of these services and the
fees that apply.
Fees are payable for every day you are in an aged care home. These are
calculated daily but generally paid fortnightly or monthly to the aged care home.

Arrange your fnancial assessment

You will need a means assessment to fnd out whether you:
y are eligible for assistance with your accommodation costs, and
y need to pay a means tested care fee, and if so, how much this is fee
will be.
Means assessments are undertaken by Services Australia, except for eligible
members of the veteran community whose assessment may be undertaken
by DVA.

Does everyone need to complete a means assessment?

Not everyone needs to complete a means assessment form. For example, if
you receive a means tested payment from Centrelink or DVA and you don’t
own your home, you won’t need to. Services Australia will already have enough
information to complete your means assessment.
You can use the Income and means assessments tool on the My Aged Care
website to fnd out if you need to complete a means assessment:
myagedcare.gov.au/income-and-means-assessments

14
If you do need to complete a means assessment, it’s
important to arrange this as soon as possible.
You can complete your means assessment by flling out one of these forms
and submitting it to Services Australia:
y If you receive a means tested payment from Centrelink or DVA and
you own or part own your home, complete the Residential Aged
Care Property details for Centrelink and DVA customers (SA485) form
available at www.servicesaustralia.gov.au/sa485
y If you do not receive a means tested payment from Centrelink or DVA,
complete the Residential Aged Care Calculation of your cost of care
(SA457) form available at www.servicesaustralia.gov.au/sa457
You can get these forms by requesting a copy from Services Australia on
1800 227 475, or downloading them from the Services Australia website
at the links above. You can also fnd information about how to apply at
www.servicesaustralia.gov.au/aged-care-calculation-your-cost-care
Further details about these forms and when to use them are provided on the
forms themselves.
If you need help to understand, or complete, the form you can call Services
Australia on 1800 227 475 (free call). If you would like to talk to someone
face-to-face you can book an Aged Care Specialist Offcer (where one is
available in your location) at a Services Australia service centre (on the same
phone line) weekdays from 8am to 5pm.
If you choose not to have your means assessed, you won’t be eligible for
government assistance with your accommodation and care costs. The aged
care home can then ask you to pay the maximum means tested care fee and
an accommodation payment (up to their published maximum room price).
To check the status of your means assessment you can call Services
Australia on 1800 227 475 (free call) or DVA on 1800 838 372 (free call).

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 15
Fee advice leter
If you get a means assessment before moving into an aged care home,
you will receive a letter about the maximum means tested care fees you
can be asked to pay. The advice will be valid for 120 days – unless there is
a signifcant change in your circumstances. If there is a change in your
circumstances, you will need to notify Services Australia or DVA who will
reissue your fee advice letter.
If you do not need to complete a means assessment because Services
Australia already have your fnancial information, you will receive a fee
advice letter once you enter your aged care home. If you require the letter
before you enter care, you can request one by calling Services Australia on
1800 227 475 (free call) or DVA on 1800 555 254 (free call).
Take your fee advice letter with you to any discussions that you have with potential
aged care homes to help you understand the cost of living in their home.
Once you have moved in, Services Australia will send you and your aged
care home a letter outlining the maximum fees you may be asked to pay.
Services Australia will send you and your aged care home a letter each
time there is a signifcant change to your means tested care fee or
accommodation contribution.

Accommodation costs
The amount you can be asked to pay for your accommodation is based
on your means assessment and will be one of the following:
y No accommodation costs: for some people, the Australian
Government will pay all of your accommodation costs.
y An accommodation contribution: if you need to pay for part of
your accommodation, the Australian Government will pay the rest.
y An accommodation payment: if you need to pay for the full cost of
your accommodation, you will pay the room price you agree with
your aged care home.
Services Australia will advise which applies to you.

16
Whether you have to pay towards your accommodation or not, everyone
entering an aged care home needs to agree a room price in writing with
their aged care home (up to the published maximum room price on
My Aged Care). The room price you agree to must be included in the
accommodation agreement given to you before you move in.
All aged care homes that charge an accommodation payment are required to
publish their accommodation costs on the My Aged Care website in the aged
care homes ‘Find a provider’ tool: myagedcare.gov.au/fnd-a-provider
The advertised room price is the maximum price the aged care home can
ask you to pay. However, you may be able to negotiate a lower price
directly with the aged care home.

Payment options
If you are required to pay an accommodation contribution or an
accommodation payment, you have 28 days from the day you move into
the home to decide on your payment method. You can choose to pay your
accommodation costs by:
y a lump-sum refundable accommodation deposit (RAD) or refundable
accommodation contribution (RAC)
y rental-style payments called a daily accommodation payment (DAP)
or daily accommodation contribution (DAC)
y a combination of both lump-sum and rental-style payments.
You must pay your accommodation costs by the rental-style payment
method until you decide how you want to pay for your accommodation.
If you choose to pay an amount as a lump sum, the balance is refunded
when you leave the home.
If you choose a combination payment, you can choose to draw your daily
payment from your paid lump sum. Over time, this will increase your daily
payment unless you top up the lump sum. Your provider may also agree to
draw other aged care fees from the lump sum, like the basic daily fee.
If you have been asked to make an accommodation contribution, the maximum
amount you can be asked to pay will be advised by Services Australia.
More information about accommodation costs is available on the My Aged
Care website: myagedcare.gov.au/understanding-aged-care-home-
accommodation-costs

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 17
Residential respite care costs
You do not have to complete a means assessment to access residential
respite care. If you receive residential respite care through an aged care
home, you won’t have to pay any accommodation costs or means tested
care fees.
You can expect to pay a basic daily fee and perhaps a booking fee.
DVA may pay the basic daily fee for eligible veterans and war widows/
widowers. Contact Veterans’ Home Care for an assessment by calling
1300 550 450 (free call).
The booking fee is a pre-payment of residential respite care fees and
cannot be more than either a full week’s fees, or 25% of the fees for the
entire stay, depending on which amount is the lowest.
Your provider must refund your booking fee if you cancel your respite care
booking more than 7 days before your entry date.
You may also be asked to pay for additional care and services if you agree
to receive these, or be charged an extra service fee if you agree to stay in
an extra service room.
Once your Government-funded days of respite care have been exhausted,
and if you remain in care, your provider may charge you an additional
amount. This needs to be agreed to beforehand and outlined in your
resident agreement.

Financial hardship assistance

Help is available if you are having diffculty paying your care and
accommodation costs for reasons beyond your control. Financial hardship
assistance is available to help you with these costs. Depending on your
personal situation, you may apply for fnancial assistance with your basic
daily fee, means tested care fee and/or accommodation costs.
More information about fnancial hardship assistance is available on the
My Aged Care website, including how you can apply. Or you can call
Services Australia on 1800 227 475 (free call).

18
Financial information and education
It is a good idea to seek independent financial advice before deciding how
to pay for your aged care. Some payment methods may affect your
pension and aged care fees. Also, if both you and your partner need
access to aged care, each of your payment methods may impact the
other’s aged care fees.
If you would like more in-depth information about your aged care costs,
you can call 1800 227 475 (free call) to book an appointment with an
Aged Care Specialist Officer (where one is available in your location) at a
Services Australia service centre weekdays from 8am to 5pm.
You can get basic information about managing your finances from the
Services Australia Financial Information Service. This free confidential
service can help you make informed decisions about investment and
financial issues for your current and future needs.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 19
2 Find an aged care home
When deciding on an aged care home, it is important to fnd out if the home
has the care and services you need, now and into the future. The best way
to fnd a place that suits you is to visit a few different homes to check:
y what the accommodation is like
y what types of care, services and activities they offer
y how they can best meet your individual needs
y the fees you may need to pay for care and services
y accommodation prices
y any additional services they offer.
You can fnd a provider by:
y using the Find a Provider tool on the My Aged Care website
myagedcare.gov.au/fnd-a-provider to search and compare
providers, including their rooms and costs
y calling My Aged Care on 1800 200 422 (free call) and the person you
speak to can give you a list of local aged care homes over the phone
or send it to you in the post
y visiting an Aged Care Specialist Offcer (where one is available in your
location) at a Services Australia service centre. To book an appointment,
call 1800 227 475 (free call), weekdays from 8am to 5pm.
Additionally, Star Ratings can help you compare the quality and safety of aged
care homes. All aged care homes have an overall Star Rating and ratings
against Compliance, Residents’ Experience, Staffng, and Quality Measures.
You can view an aged care homes Star Rating by using the ‘Find a provider’
tool on the My Aged Care website at myagedcare.gov.au/fnd-a-provider.
More information about Star Ratings, including how they are calculated, is available
on the My Aged Care website at myagedcare.gov.au/quality-aged-care.

20
Meet providers
Before you visit any aged care homes, it’s a good idea to make a list of the
things that are important to you. You may want to take your:
y letter and referral code details from the ACAT assessor, as some
homes will want to know that you have been approved to receive
residential care and what services you need
y fee advice letter from Services Australia, if you already have the
outcome of a fnancial assessment.
As you visit each home, you may also want to make notes about what you
like, what you don’t like and if you feel comfortable there. Your impressions
of the staff and the environment will help you make a decision about which
home is right for you.

Use the checklist at the back of this booklet to help you research and
fnd providers that best meet your needs.

Questions you can ask providers:

y What type of care services are and are not provided? What services
will I need to pay for?
y Can you help me with my medical needs such as help with taking
medication or wound care?
y Can you meet my individual needs? These may include language and
culture, religious beliefs, sexuality or gender identity, pets and access
to medical visits.
y What are the meal arrangements? These include seating, times,
menus, visitors, meals in your room and special diets.
y How do you ensure my privacy and safety?
y How are social and cultural activities decided? How are my interests
taken into account?
y What transport can I access for visiting shops, family and friends or
medical appointments? How much will this cost?
y What training do the care staff have? Will I have access to qualifed
nurses and personal care workers to meet my care needs?

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 21
y How many staff provide care overnight?
y How can my partner, family and friends be involved in my care?
Can they stay overnight if needed? What if I want to stay with family
members overnight?
y Can you arrange appointments and access to health services?
Can I continue to see my own GP and other health practitioners?
y What checks are in place to ensure quality services?
y How did the home perform in its accreditation audit?
y What are you doing to improve the quality of care and services?
y Do you have the right mix of qualifed nurses and personal care
workers to meet the home’s care minutes targets set by the
Government?
y What areas are you working on improving and what results have
you seen?
y How do you involve older people, their families and carers in
decisions or making quality improvements?
y Will I ever be asked to leave the aged care home or change rooms?

22
3 Apply to an aged care home
and accept an ofer
As you fnd aged care homes that meet your needs, you can start applying
for a place. You can apply to as many homes as you like. It is a good idea
to apply to a number of homes as your preferred home may not have a
place available when you are looking. When a place becomes available,
the aged care home will contact you or your nominated contact person.

Fill in an application form

All aged care homes have their own application process and may ask you
to fll in a form. Talk to the homes you are interested in and fnd out what
process they have and what information they need.
You will need to give the unique referral code you received from your ACAT
to your chosen provider/s. This will allow them to view your client record
and consider your care needs to help you enter an aged care home.

Accept an ofer
When a place becomes available, the aged care home will contact you or your
nominated contact person. Once you have accepted an offer of a place in an
aged care home, the home will offer you formal agreements that cover things
like services, accommodation costs, and your rights and responsibilities as a
consumer of Australian Government funded aged care services.

Use the checklist at the back of this booklet to prepare for your move.
This includes organising your medical and fnancial matters, and who
you’ll need to tell about your move.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 23
4 Enter into agreements with your
aged care home
After accepting a place and before moving in, your aged care home must
offer you a resident agreement.
You will also be offered an accommodation agreement with the home
before you enter care and it may be included as part of your resident
agreement or it may be a separate document.
The resident agreement and accommodation agreement are legally
binding documents between you and your aged care home. They set out:
y the care and services available
y what fees and accommodation costs you will have to pay
y how fees and accommodation costs can be paid
y your rights and responsibilities.
It’s important that you understand everything in these agreements before
you agree to them. If you have any questions, you should ask your new
aged care home. It is their responsibility to make sure the agreements
offered to you are clear.
The proposed agreements may not include all the things that you think are
important, so it is a good idea to check before you agree. You can also ask:
y your provider for extra information, such as the home's meal and
visitor policy, diversity inclusion plan, and other details about living
in the home
y your family, friends, carer, fnancial advisor or a legal professional to
help you understand the terms of your agreements
y to get help from an advocate. Call OPAN on 1800 700 600 (free call).

Use the checklist at the back of the booklet to help you negotiate your
agreements with your preferred provider.

24
Help negotiating your care and accommodation costs
You can ask someone to negotiate with the aged care provider about your
fees and agreed room price on your behalf.
You or the person helping you will need to discuss and formally agree to
the room price and fees with your aged care home before you enter. Once
you are in care, you or the person helping you will decide how you want to
pay your accommodation costs.

Signing the agreements

There is no time limit or requirement for you to agree to the resident
agreement. It is, however, in your best interest to agree to the arrangement
that covers your rights and responsibilities as soon as you can.
You have 28 days after moving into your aged care home to decide how
you want to pay your accommodation costs and enter into an
accommodation agreement. You must pay for your accommodation by the
rental-style payment until you have made this decision.
If you choose not to sign this agreement, the aged care home still needs to
talk to you about your needs and document your reasons for not signing.
You can still move in, but this conversation is a verbal agreement of the
type of care and services you will get and what fees will apply. You will still
need to pay your daily fees and any relevant accommodation costs when
you move in.

Your rights
The Charter of Aged Care Rights sets out your rights as a person living in
an aged care home. Your provider must comply with the Charter and
respect your rights.
Your provider must help you to understand your rights under the Charter
and give you a copy of it before or when you start receiving aged care.
Your provider must sign the Charter and also give you (or your
representative) the option of signing it. This is in addition to your aged care
agreement. By signing the Charter, you acknowledge you have received it,
been assisted to understand it and understand your rights. You don’t have
to sign the Charter; you can begin to receive care and services even if you
do not sign it. More information about the Charter is available on the My
Aged Care website at myagedcare.gov.au/your-right-quality-care.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 25
5 Manage your care and services
Assessment of your care needs
After you move into the aged care home, your provider will arrange for you to
do an assessment with an independent assessor. During your assessment,
the independent assessor will ask you a few questions about the things that
you can or cannot do by yourself. This is to help work out how much subsidy
the provider will get from the Government to meet your care costs.
Visiting your doctor, dentist or specialist
You can keep your own doctor, dentist or specialist. Your aged care home
must help you make appointments and access doctors or specialists of your
choice if needed. You do not have to pay the home for arranging these
appointments. You will, however, generally need to pay the consultation fee.
Your aged care home can also help you arrange transport to and from your
medical appointments. You may have to pay for the transport and for a staff
member to accompany you.
Accessing allied health services
Your aged care home must help you get access to allied health services
(such as physiotherapy, podiatry and speech therapy), if you need them.
This is to help you restore your ability or continue to do daily tasks and
things independently.
There are a range of allied health services that you may be able to access.
You should discuss your needs with your aged care home.

Social activities
Your aged care home will organise social and other activities. Let them
know about your hobbies and interests so they can help you continue with
them while you are in the home. They might also be able to suggest other
things to try.

Community visitors
If you are feeling alone and don't have regular contact with family
or friends, the Aged Care Volunteer Visitors Scheme (ACVVS) can
provide opportunities for social contact. For more information visit:
health.gov.au/acvvs

26
Taking leave
Can I go on holiday?
If you want to go on a holiday or visit family and friends you can use up to
52 nights of social leave from your aged care home in a fnancial year. You
will still have to pay your usual fees and accommodation costs.
If you stay away for more than 52 nights in a fnancial year, the Australian
Government will stop paying subsidies and your aged care home might
ask you to make up the amount.

What if I need to go to hospital?

If you need to go to hospital, the time away won’t count towards your
social leave, but you’ll still have to pay your usual fees and accommodation
costs. The fees may reduce with an extended hospital stay.

Changing rooms
If you are satisfed with your aged care home but want to change rooms,
you can ask the manager of your home. They must consider your request,
even if it isn’t possible to offer you another room straight away.
You may need to negotiate a new accommodation agreement and
accommodation price if you change rooms, for example, if you choose to
move from a shared room to a single room. You may also be asked to pay
extra service fees associated with the new room.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 27
Can the home make me change rooms?
There are circumstances where you could be moved to another room
without you asking for the change. If you have any concerns about being
asked to change rooms or how your move is being handled, talk to the
manager at your aged care home.

Raising your concerns

If you are unhappy about the care or services you receive, you have the
right to raise your concerns. It is important that you ask for what you need.
y It is often best to talk to your service provider about your complaint
frst to see if they can help as it may be something that can be
easily resolved.
y If you like, you can have a family member, friend, carer or an aged
care advocate with you when you meet with your aged care
service provider.
Sometimes complaints cannot be resolved by the service provider, or you
might not feel comfortable raising your concern with them, you can raise
your concern with the Aged Care Quality and Safety Commission.
This is a free service and you can contact them by:
y website — agedcarequality.gov.au
y telephone — call 1800 951 822 (free call)
y in writing — address your written complaint to:
Aged Care Quality and Safety Commission
GPO Box 9819
[Your capital city] [Your state/territory]

28
Geting help from an advocate
You have the right to an advocate to help you make a complaint.
Are you concerned about, or do you need assistance in, any of the
following areas?
y Aged care provider services or fees
y Assistance with visits or services
y Accessing or getting the most from your services
y Guardianship advice
y Concern that you may not be treated respectfully, fairly, or
appropriately.
Advocacy services can give you information about your rights and
responsibilities when accessing aged care services. Advocacy services are
free, confdential and independent. Call the Older Persons Advocacy
Network (OPAN) on 1800 700 600 (free call) between 8am to 8pm Monday
to Friday and 10am to 4pm on Saturdays to fnd out more.

Further assistance
What if you need assistance with interpreting?
If you speak a language other than English, you can call the Translating and
Interpreting Service (TIS National) for the cost of a local call on 131 450.
TIS National covers more than 100 languages. Call and tell the operator the
language you speak and ask them to call My Aged Care on 1800 200 422.
You can also book an appointment with an Aged Care Specialist Offcer in
some locations and ask for a face-to-face interpreter. Call Services Australia
on 1800 227 475 (free call) weekdays from 8am to 5pm.

What if you need assistance due to hearing or

speech difculties?
If you are deaf, deafblind, or hard of hearing, you can contact My Aged
Care via Deaf Connect - deafconnect.org.au. They can provide in-
person sign language interpreting and Video Remote Interpreting services.
The National Relay Service can also assist if you fnd it hard to hear or
speak using a phone. Choose your preferred access option at
communications.gov.au/accesshub/nrs and ask for a relay to
1800 200 422.
Contact My Aged Care on 1800 200 422 (free call),
go to myagedcare.gov.au or visit any Services Australia service centre 29
What help is available for people with dementia?
The Australian Government expects all aged care providers to offer services
that meet the needs of people with dementia. It funds Dementia Australia to
provide advisory services, education and training, support programs and
other services for people with dementia, their families and carers.
For more information visit the Dementia Australia website at dementia.org.au
or call the National Dementia Helpline on 1800 100 500 (free call), 24 hours a
day, seven days a week.
Or alternatively the Australian Government-funded Dementia Behaviour
Management Advisory Service (DBMAS) and Severe Behaviour
Response Teams (SBRT) provide both telehealth and in-person support
in caring for people experiencing behavioural and psychological symptoms
of dementia.
Aged care providers, family members, primary care and acute care
services can request support from Dementia Support Australia online at
dementia.com.au or via the 24/7 phoneline on 1800 699 799 (free call).

What help is available for people with diverse needs?

The Australian Government recognises that our society is diverse and
people have a wide range of life experiences.
Service providers should consider, respect, and support specifc and
diverse needs when delivering care and services. No service provider
should discriminate against anyone, including:
y Aboriginal and Torres Strait Islander people(s)
y people from culturally or linguistically diverse backgrounds
y people who live in a rural and remote area
y people who are fnancially or socially disadvantaged
y veterans, their dependants and widows or widowers
y people who are homeless or at risk of becoming homeless
y people who are lesbian, gay, bisexual, transgender or intersex
y people who are Care Leavers (an adult who spent time in institutional
or foster care as a child)
y parents separated from their children by forced adoption or removal.
Knowing about your individual needs helps your provider deliver care and
support that is appropriate and respectful of your diversity.
For more information call My Aged Care on 1800 200 422 (free call),
go to myagedcare.gov.au/accessible-all or visit a Services Australia
service centre.
30
What help is available for elder abuse?
If you witness, suspect, or experience elder abuse, call the National Elder
Abuse phone line for free and confdential information, support, and referrals.
Call 1800 353 374 (free call).
Elder abuse may involve physical harm, misuse of your money, sexual
abuse, emotional abuse or neglect.
You can also visit the COMPASS website at compass.info for information,
a support directory and resources about elder abuse.

What assistance is available for your carer?

If you have a carer, let them know they can access carer specifc support
through Carer Gateway. Carer Gateway provides carers with in-person,
phone, and online services and support nationally to assist them in their
caring role.
y Your carer can call 1800 422 737 (free call), Monday to Friday,
between 8am and 5pm, and select option 1 to speak to your local
Carer Gateway service provider. They will talk with your carer to
understand their needs and provide the support and services to
assist them in their caring role.
y For access to practical information, advice, resources and online support
services, visit Carer Gateway website at carergateway.gov.au
y You and your carer can also visit the My Aged Care website
for more resources, services and support groups at
myagedcare.gov.au/caring-someone

More information
Visit the My Aged Care website at myagedcare.gov.au for more detailed
information including additional information on costs.
Visit any Services Australia service centre to talk to a customer service offcer.
Call costs
13/1300 numbers – Charges for calls to 13/1300 numbers from landline
and mobile phones are different. Calls to 13/1300 numbers from a fxed
landline are charged at a cost similar to a local call. Calls from mobile
phones may incur a higher charge.
1800 numbers – Calls to 1800 numbers are free from fxed landlines and
most Australian mobile phone providers now offer free calls to 1800
numbers – check with your mobile phone provider.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 31
Checklist - Work out the costs and fnd
an aged care home
Use this checklist to help work out what you may need to pay towards
the cost of your care and accommodation and fnd a provider that meets
your needs.
Following your assessment
y receive approval letter and support plan from your ACAT.
Estimate costs
y estimate costs using the fee estimator for aged care homes on the
My Aged Care website: myagedcare.gov.au/how-much-will-i-pay
Arrange a fnancial assessment early
y use the Income and means assessments tool on the My Aged Care
website to confrm if you should complete a means assessment for
aged care: myagedcare.gov.au/income-and-means-assessments
y if you receive a means tested payment from Centrelink or DVA and you
don’t own your home, you do not need to fll in a means assessment
form. If you need a fee advice letter before you enter the aged care
home, you can request one by calling Services Australia on
1800 227 475 (free call) or DVA on 1800 838 372 (free call).
y everyone else should complete the relevant means assessment form on
the Services Australia website:
› Residential Aged Care Property details for Centrelink and DVA
customers (SA485) form (www.servicesaustralia.gov.au/sa485)
– if you receive a means tested payment from Centrelink or DVA and
you own or part own your home
› Residential Aged Care Calculation of your cost of care (SA457) form
(www.servicesaustralia.gov.au/sa457) – if you do not receive a
means tested payment from Centrelink or DVA
y download, complete, sign and submit the means assessment form to
Services Australia or DVA
y let Services Australia or DVA know if there is a change to your fnancial
situation and they will reissue your fee advice letter

32
Supports
y you can appoint someone to act on your behalf with Services Australia
at the same time as you complete your means assessment. If you have
chosen not to complete a means assessment you can complete an
Authorising a person or organisation to enquire or act on your behalf
(SS313) form instead. DVA customers should use the Aged Care
Request for a nominee for DVA customers (AC019) form.
y you may wish to seek fnancial advice before deciding how to pay your
fees and accommodation costs. You can contact Services Australia’s
free Financial Information Service on 132 300 and say ‘fnancial
information service’ when asked why you are calling.
Short-list the aged care homes you are interested in
y use the ‘Find a provider’ tool on the My Aged Care website
myagedcare.gov.au/fnd-a-provider
y call My Aged Care on 1800 200 422 (free call) to fnd aged care homes
in your area
y Meet with an Aged Care Specialist Offcer at a Services Australia centre
if there is one in your area. Call 1800 227 475 (free call)
y use the ‘fee estimator’ on the My Aged Care website to give you an
idea of accommodation costs.
Contact/visit your preferred aged care homes to discuss what they
offer and their costs
y take your approval letter from your ACAT
y take your fee advice letter from Services Australia with you
y Note: If you have not already arranged for a means assessment,
call Services Australia on 1800 227 475 (free call) or DVA on
1800 838 372 (free call).
y list what’s important to you and questions to ask
y make notes on each home you visit e.g. what you like/don’t like and
impressions of the staff and the environment
y ask about fees and accommodation costs
y ask if they offer extra service rooms and ask about their costs
y ask about additional services they offer and their costs
y apply for a place in the home/s you like using the aged care home’s
application form.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 33
Checklist – Enter into agreements
Once you have accepted an offer of a place in an aged care home, the
home will offer you a resident agreement, an accommodation agreement,
possibly additional services and an extra service agreement. These may be
combined into a single agreement.
You can ask someone to negotiate with the aged care provider about your
fees and accommodation costs on your behalf. You can include this
nominated person in your resident agreement.
Agree on a room price in writing before you enter the home.
Check that your resident agreement includes:
y the name of your aged care home
y the care and services that the home will provide
y the policies and practices used to set your fees and accommodation
costs
y the daily fee you’ll be asked to pay
y the means tested care fee if applicable
y any extra or additional service fees for other optional care or services
you have agreed to (in addition to those that the home must provide to
you based on your care needs)
y rights and responsibilities of residents and the aged care home
y how the aged care home handles complaints
y any circumstances where you might be asked to leave and how the
aged care home will help you fnd somewhere else to live
y any other matters agreed between you and the aged care home.
Check that your accommodation agreement includes:
y the agreed room price
y other conditions of your accommodation payment or contribution and,
if applicable, the circumstances for refunding your lump sum balance if
you leave or pass away
y the specifc accommodation you will be provided with if you pay an
accommodation payment, contribution or neither of these

34
y any services your accommodation cost covers
y conditions for moving rooms.
You have 28 days after moving into your aged care home to decide how
you would like to pay for your accommodation.
Check that your extra or additional service agreement
(if applicable) includes:
y details of the higher standard of accommodation, meals and services
y the extra or additional service fees.

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 35
Checklist - Prepare to move
Once you have been offered a place in an aged care home, use this list to
check who you should let know about your move.
Family and friends
Five steps to accessing a Home Care Pack-

y your family and friends, carer/s and neighbours.

Health professionals
y your doctor/GP
› if you need to change doctors, ask to have your medical history sent
to your new doctor
› make a note of your current medical treatments and medication so
you can discuss this with your new aged care home as part of your
care plan
y other health professionals you see regularly e.g. specialists, dentist, etc.
y your community nurse
y your pharmacist.

36
Help at home support
y your gardener or lawn mowing person
y your cleaner or home help

Five steps to accessing a Home Care Pack-

y Meals on Wheels and other support services
y your home care package provider.
Government departments and agencies
y Department of Veterans’ Affairs (DVA) – 1800 838 372 (free call)
y Services Australia – 1800 227 475 (free call)
y Australian Taxation Offce – 132 861
y Medicare – 132 011
y your local offce of the Australian Electoral Commission
y your local roads and transport authority (for your driver’s licence)
y your local post offce
y your local council.
Finances and insurance
y your health insurance company
y your superannuation company
y your bank, building society or credit union.
Other
y utilities such as phone, gas, electricity and water
y other aged care homes you’ve applied to, if you no longer wish to move
there (although you might choose to keep your application open if
you’re still interested).

Contact My Aged Care on 1800 200 422 (free call),

go to myagedcare.gov.au or visit any Services Australia service centre 37
4. Enter into a Home Care Agree-

ment

For help visit myagedcare.gov.au or,

call 1800 200 422 (free call)
or visit any Services Australia service centre
DT0003841

All information in this publication is correct as at August 2023

38