How can we help?
Access our guide, ‘Aged care supports in Victoria’
Most people move through the following steps from recognising a need to receiving services.
Recognise a need for support
This might be difficulty with everyday tasks, a fall, a change in health, or a concern raised by a family member or carer. You do not need to wait for a crisis, early support can help you remain independent for longer.
Contact My Aged Care or the NDIS
Call My Aged Care (1800 200 422) for aged care services (CHSP or Support at Home), or the NDIS (1800 800 110) if you have a disability and are under 65. You can also register online at www.myagedcare.gov.au or www.ndis.gov.au.
Attend an assessment
If you are considering moving into an aged care home or accessing help at home and would like subsidised care, you will need to have an assessment.
The first stage is to find out if you are eligible for subsidised aged care. This involves a two-part assessment process that understands your needs and what services could help you. It starts with a simple eligibility check which you can do online or over the phone followed by an in-person assessment.
For more information around eligibility, please see the information provided here.
If you meet the requirements, you can apply for an assessment online. A trained assessor will then call you to arrange a time to visit you at home to carry out an assessment. They will talk to you about your circumstances and needs and work with you to identify what services might suit you best.
For more information on how to prepare for your assessment please visit the My Aged Care website, or call My Aged Care on 1800 200 422, Monday to Friday 8 am – 8 pm, Saturday 10 am – 2 pm to start the process.
Receive a decision and connect with a provider
If approved, you will receive a letter confirming your eligibility with referrals to approved local providers. You have the right to choose your own provider. For Support at Home, there may be a period before services commence, depending on your assessed tier.
Begin services and review regularly
Your care plan is reviewed regularly. If your needs change, contact My Aged Care or your provider to request a reassessment. You have the right to change providers at any time if you are not satisfied with the service you are receiving.
Which program is right for me?
Use the following as a starting guide. A formal assessment will confirm your eligibility.
| Your situation | Access pathway |
| 65+ and need occasional help at home (cleaning, transport, meals) | CHSP: Call My Aged Care 1800 200 422 |
| 65+ and need regular or complex care across multiple areas | Support at Home: Call My Aged Care 1800 200 422 |
| Under 65 with a permanent, significant disability | NDIS: Call 1800 800 110 |
| 65+ and a veteran (DVA Gold or White card) | DVA Veterans’ Home Care: Call DVA 1800 555 254 (can also use aged care programs) |
| An unpaid carer needing support yourself | Carer Gateway: Call 1800 422 737 |
| 50–64 and Aboriginal or Torres Strait Islander | CHSP may apply: Call My Aged Care 1800 200 422 |
| Need help but not sure where to start | Start with My Aged Care 1800 200 422. They will direct you to the right program. |
Key contacts
| Service | Phone | Website |
| My Aged Care (CHSP & Support at Home) | 1800 200 422 | www.myagedcare.gov.au |
| National Disability Insurance Scheme (NDIS) | 1800 800 110 | www.ndis.gov.au |
| Department of Veterans’ Affairs (DVA) | 1800 555 254 | www.dva.gov.au |
| Carer Gateway | 1800 422 737 | www.carergateway.gov.au |
| Aged Care Quality & Safety Commission | 1800 951 822 | www.agedcarequality.gov.au |
| Council on the Ageing (COTA) Victoria | 03 9654 4443 | cotavic.org.au |
This guide provides general information only. Program details, funding arrangements, and eligibility criteria may change. Confirm current information with My Aged Care, the NDIS, or the relevant agency.