How do I contact 'My Aged Care' by phone?

Over 1.5 million Australians receive government-subsidised aged care services, many of which begin with a simple phone call. This article answers the important question: How do I contact 'My Aged Care' by phone? to connect with essential services. Whether you're calling for yourself or on behalf of a loved one, knowing the correct number and procedure is the first step towards getting the support you need.

Quick Summary

To contact My Aged Care by phone, call 1800 200 422 for information on services, assessments, and applications; have your details ready, and note the operating hours are Monday to Friday (8am-8pm) and Saturday (10am-2pm), with special services available for those needing interpreting or other communication support.

Key Points

• Main Phone Number: Dial 1800 200 422 to contact My Aged Care directly from within Australia.

• Operating Hours: The phone line operates Monday to Friday, 8am-8pm, and Saturdays, 10am-2pm, but is closed on Sundays and national public holidays.

• Information Needed: Before calling, have personal details like your name, date of birth, and Medicare number readily available.

• Interpreting Services: Non-English speakers can use the Translating and Interpreting Service (TIS National) by calling 131 450 and asking to be connected to My Aged Care.

• Support for Carers: Family members and carers can be appointed as representatives to communicate and make decisions on behalf of an older person.

• Overseas Contact: For international calls, use the number +61 2 6289 1555 during specific AEST business hours.

Your Complete Guide to Contacting My Aged Care by Phone

The Official My Aged Care Phone Number

For most enquiries related to government-funded aged care services, the main point of contact is the national contact centre. This single, free-call number connects you with trained staff who can assist with assessments, service information, and other aged care needs.

• Freecall number (within Australia): 1800 200 422

It is important to note that this is the same number across all states and territories in Australia, including NSW, Victoria, Queensland, and others. This avoids confusion and provides a consistent entry point for all Australians seeking support.

My Aged Care Operating Hours

Before you make your call, it's helpful to know the service's operating hours to ensure you connect with a representative during business times. The contact centre has specific hours of operation and is closed on national public holidays.

• Monday to Friday: 8:00am to 8:00pm (local time)
• Saturday: 10:00am to 2:00pm (local time)
• Sunday: Closed
• Public Holidays: Closed

Essential Information to Have Ready

To make your call as efficient as possible, it is highly recommended to have specific information on hand before you dial. The agent will need this to identify you or the person you are calling about and to properly access or set up their records.

• Personal details: Name, address, and date of birth.
• Medicare number: This is a crucial piece of information for registration and identity verification.
• Aged Care (AC) ID: If you have previously been in contact with My Aged Care, having your AC ID handy can speed up the process.
• Details of the person's situation: A clear understanding of the support needed can help the agent direct you to the right services more quickly. This might include information about health conditions, mobility issues, or difficulties with daily tasks.

Specific Phone Lines for Different Needs

While the 1800 number is the main line, there are other specialised phone services for specific situations, ensuring you get the most relevant support.

International Callers

For those calling from overseas, perhaps a family member inquiring about aged care options for a relative in Australia, a different number is available.

• International number: +61 2 6289 1555
• Operating hours (AEST): Monday to Friday, 8:30am to 5:30pm

Interpreter Services (TIS National)

For people who do not speak English as their first language, free and confidential interpreting services are available through the Translating and Interpreting Service (TIS National). This ensures that language is not a barrier to accessing essential information.

• How to use: Call TIS National on 131 450, and ask them to call My Aged Care on 1800 200 422.

Hearing and Speech Impairment (NRS)

The National Relay Service (NRS) is a government initiative that helps people who are deaf, deafblind, or have a hearing or speech impairment communicate over the phone.

• How to use: Select your preferred call channel on the NRS website and ask the NRS to call 1800 200 422.

A Comparison of Phone Contact Options

Feature	My Aged Care Contact Centre	TIS National (for interpreting)	NRS (for hearing/speech impaired)
Purpose	General aged care enquiries, assessments, and applications.	Facilitates conversation for non-English speakers.	Enables phone calls for individuals with hearing or speech difficulties.
Primary Number	1800 200 422	131 450 (then ask for 1800 200 422)	Use a preferred channel via the NRS website.
Hours of Operation	M-F: 8am-8pm, Sat: 10am-2pm	24/7 service	Check NRS website for channel-specific hours.
Cost	Freecall	Free for My Aged Care interactions	Free service
Best Used When	Starting your aged care journey or need general information.	Language barrier is the main communication challenge.	Person has a hearing or speech impairment.

The Purpose of Calling My Aged Care

There are several reasons you might need to phone My Aged Care, covering everything from initial queries to updating existing information.

1. To get an assessment: An assessment is required for government-funded aged care services. You can apply online, but you can also complete the application over the phone with assistance from a My Aged Care agent.
2. Information about services: The contact centre can provide comprehensive information about the types of aged care available, from help at home to residential care.
3. Find service providers: Once you have been approved for a service, an agent can help you find local service providers that meet your needs.
4. Updates to your account: If you need to update your details, such as a change of address or phone number, you can do so by calling.
5. Becoming a representative: If you are a family member or carer and need to be appointed as a representative to act on behalf of an older person, this can be initiated by phone.

How to Call on Behalf of Someone Else

If you are a carer or family member, you can make an initial call to My Aged Care to discuss the needs of your loved one. However, to act on their behalf and manage their aged care affairs, you must be formally appointed as a representative.

1. Call together: The easiest way to do this is to have both the older person and you on the phone at the same time to set up the representative relationship.
2. Appoint online: The older person can also appoint a representative online via their My Aged Care online account.
3. Submit a form: There is also a formal process involving completing and submitting an 'Appointment of a support person' form.

Conclusion

Calling My Aged Care on 1800 200 422 is a straightforward process to initiate access to vital aged care services. By preparing your personal information and understanding the different pathways for specific needs, such as interpreter services, you can ensure a smooth and efficient call. This simple step can unlock the support necessary for healthier and more independent aging. For further guidance on aged care topics, consider exploring the official My Aged Care website for additional resources and information, which can be found here: My Aged Care.

Frequently Asked Questions

What is the phone number for My Aged Care?

The main contact number for My Aged Care within Australia is 1800 200 422. This is a free call number for landlines and some mobile phones.

When can I call My Aged Care?

The My Aged Care contact centre is open from 8am to 8pm Monday to Friday and 10am to 2pm on Saturdays (local time). It is closed on Sundays and national public holidays.

What information should I have ready before calling My Aged Care?

To streamline your call, have your Medicare number, date of birth, and personal details ready. If you have previously contacted My Aged Care, having your Aged Care ID will also be helpful.

How do I contact My Aged Care if I need an interpreter?

If you require interpreting services, first call the Translating and Interpreting Service (TIS National) on 131 450. Then, ask the TIS operator to connect you with My Aged Care on 1800 200 422.

Can I call My Aged Care on behalf of a family member?

Yes, you can make an initial enquiry on behalf of someone else. However, to be fully authorised to act on their behalf, you will need to be formally appointed as a representative. This can be done with the older person on the phone or through an online form.

Is the phone number for My Aged Care different in each state?

No, the 1800 200 422 number is the national contact line and is the same for all states and territories across Australia.

What if I'm calling from overseas to enquire about aged care for a relative?

For international calls, use the number +61 2 6289 1555. Note that international call rates will apply, and operating hours are based on Australian Eastern Standard Time (AEST).