When you call My Aged Care, contact centre staff will ask you questions to help them understand your needs. Depending on your situation and the level of support you need, the contact centre may:

• ask you a range of questions over the phone to form a picture of your needs and care arrangements, to inform the contact centre’s next steps
• arrange a face-to-face assessment of your needs conducted in your own home by a trained assessor
• refer you for aged care services, reflecting any preferences you have for particular service providers
• provide you with aged care information and details on private services that may assist you.

To perform these activities, their contact centre will seek your consent 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 to the contact centre, assessors and service providers. From July 1st, as a My Aged Care client, you can choose to view your client record securely online via the My Aged Care client portal.

The My Aged Care website provides the information you need about aged care.You can also call the contact centre on 1800 200 422 between 8am and 8pm Monday to Friday, and 10am to 2pm on Saturdays.