Getting started with My Aged Care: A step-by-step guide

If you're looking into government-funded home care for a parent, grandparent, or yourself, the process starts with My Aged Care — the Australian Government's gateway to aged care services. For many families, especially those where English is a second language, the system can feel daunting. This guide breaks it down into clear, manageable steps.

Step 1: Register with My Aged Care

The first thing you need to do is register. There are two ways to do this:

Online: Visit myagedcare.gov.au and create an account. You'll need the person's Medicare number, date of birth, and contact details. The website is in English, but you can call us at Lovin Care and we'll help you complete the registration in Mandarin or Cantonese.

By phone: Call My Aged Care on 1800 200 422. This is a free call, and interpreter services are available. When you call, let the operator know you'd like an interpreter in Mandarin (普通话) or Cantonese (广东话). They'll connect you with a telephone interpreter who can help with the conversation.

When you register, My Aged Care will ask some initial questions about the person's health, daily living abilities, and what kind of help they might need. This helps them determine what kind of assessment is appropriate.

Step 2: Get assessed

After registration, My Aged Care will arrange an assessment. Depending on the level of need, this will be either:

• A home support assessment — for people with lower-level needs, conducted by a Regional Assessment Service (RAS) assessor.
• A comprehensive assessment — for people with more complex needs, conducted by an Aged Care Assessment Team (ACAT/ACAT).

The assessor will visit the person at home (or sometimes at a hospital or clinic) and talk to them — and, with permission, their family — about their daily routine, health conditions, mobility, safety risks, and what kind of support would help.

Important tip: If the person being assessed is more comfortable speaking Mandarin or Cantonese, you can request an interpreter for the assessment. You can also have a family member present to help explain the situation.

Step 3: Receive your referral code and funding level

After the assessment, My Aged Care will determine the person's eligibility and assign a Support at Home category (1–4). You'll receive a referral code, which is essentially your ticket to access funded services.

• Category 1 — for people with basic care needs
• Category 2 — for people with low-level care needs
• Category 3 — for people with intermediate care needs
• Category 4 — for people with high-level care needs

The higher the category, the more funding is available. This funding can be used for services like personal care, nursing, transport, meals, social support, and home modifications.

Step 4: Choose a provider

Once you have your referral code, you choose an approved provider to deliver your services. This is one of the most important decisions in the process, because your provider will be your day-to-day partner in care.

When choosing a provider, consider:

• Do they speak your language? Communication is critical in care. If your parent is most comfortable in Mandarin or Cantonese, choose a provider with bilingual staff.
• Do they understand your culture? Food preferences, family dynamics, communication styles, and daily routines all matter. A culturally aware provider will respect and accommodate these.
• Are they ACQSC registered? This ensures they meet government quality and safety standards.
• Can they provide the services you need? Make sure the provider covers the types of care your loved one requires — whether that's personal care, nursing, social support, or something else.

Step 5: Start receiving care

After you've chosen your provider, they'll work with you and your family to develop a personalised care plan. This plan outlines what services will be provided, how often, and by whom. Your provider should review the plan regularly and adjust it as your needs change.

How Lovin Care can help

At Lovin Care, we help families through every step of this process — in Mandarin, Cantonese, or English. From the moment you register with My Aged Care to the day your first carer walks through the door, we're here to guide you.

We know this process can be confusing. That's why we offer a free initial consultation where we explain your options, help with paperwork, and answer all your questions in your preferred language.

Ready to get started? Call us on 0427 621 031 or email info@lovincare.com.au.