Help accessing aged care services
This page provides information and contact details to help you navigate aged care.
Back to topNominating a representative
You may choose to authorise someone to be your nominated representative when dealing with us. A nominated representative can be a partner, adult relative, trustee, agent, legal representative or organisation. You can set up a nominated representative using MyService or by complete this form - Appointing a third party to represent a DVA client. For more information visit the nominated representative webpage.
Please note that this form only authorises representation with DVA. Other government departments or services may require you to create other arrangements. Information on representation arrangements for other departments can be found on the Help accessing aged care services page.
Back to topRepresentation with other departments
A nominated representative with DVA is different to a registered supporter role for aged care with My Aged Care. Registered supports can help you make and communicate decisions about your aged care. For information on how to set up a registered supporter visit the Arranging someone to support you webpage.
Back to topWho provides aged care services?
As you age and begin exploring aged care and other support options, you may need to engage with multiple Australian Government agencies. This can be challenging to navigate. Below we’ll introduce you to the key agencies involved to help you understand where to begin and how to progress your aged care journey.
DVA
DVA provides support to older veterans and war widow(er)s through our veteran card arrangements. Our programs are not restricted by age, but as you age you may need more supports to stay independent. You can contact DVA about services that can help you remain safe and independent in your home as well as services that you may continue to access if you move into residential aged care.
For more information from DVA:
- visit DVA’s Living Independently webpages
- visit DVA’s Living in an Aged Care Home webpages
- download or order a copy of The veteran’s guide to living independently and The veteran’s guide to living in an aged care home by visiting dva.gov.au/ac
- call DVA on 1800 VETERAN (1800 838 372).
My Aged Care
My Aged Care is the starting point for all older people and their support networks to learn about and seek access to government-funded aged care programs and services.
My Aged Care provides:
- information on the different types of aged care services available
- help to apply for an assessment of your needs to identify the right type of care
- referrals and support to find service providers that can meet your needs
- information on what you might need to pay towards the cost of your care.
For more information about aged care services, you can:
- visit the My Aged Care website
- over the phone by calling My Aged Care on 1800 200 422
(Weekdays – 8am to 8pm, Saturdays – 10am to 2pm, Closed on Sundays and public holidays) - in-person by booking an appointment with an Aged Care Specialist Officer in selected locations. To arrange an appointment, call 1800 227 475 (Monday to Friday – 8am to 5pm) or visit any Services Australia service centre for general My Aged Care support.
Explore more information on the DVA website:
- Other in-home aged care programs and DVA
- Moving into an aged care home
Services Australia
Services Australia supports older people accessing aged care by providing aged care information in Centrelink office locations and by conducting income and asset assessments to help determine the fees you need to pay for aged care services.
For more information go to the payments and services for older Australians pages on the Services Australia website or explore other information on DVA’s website:
- Residential aged care means testing
- Other in-home aged care programs and DVA
- Aged Care Specialist Officers (link to heading below)
- Financial Services (link to heading below)
The Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission is the national end-to-end regulator of aged care services. It focuses on safety, health, wellbeing and quality of life of older people. Its vision is for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life. For more information visit the Raising an aged care concern webpage.
There are also services available through your state and territory health departments and your local government.
As a DVA client you can access all the services available to the general public, along with additional services provided through DVA, as long as there is no duplication of service.
Back to topThe Veterans Access Network
For services provided through DVA your first point of contact should be the Veterans’ Access Network (VAN). The VAN can provide general information on aged care services, put you in touch with the right team in DVA to assist you or recommend alternate sources for you to seek help.
You can contact the VAN by calling 1800 VETERAN (1800 838 372), emailing generalenquiries@dva.gov.au or visiting one of the offices located around Australia. There is also a video providing details on the VAN located on the Veterans’ Access Network – your first point of contact webpage.
Back to topAged Care Specialist Officers
Aged Care Specialist Officers (ACSO) offer a face-to-face appointment service to help older people understand how to navigate and access government-funded aged care. You can book with an ACSO at available Services Australia service centres.
ACSOs can assist you by:
- providing in-depth information on the different types of aged care services
- checking your eligibility for government-funded services and making a referral for an aged care assessment
- helping set up representation
- providing financial information about aged care services
- connecting you to local support services.
Free face-to-face appointments are available with an ACSO:
- through video chat if you have a myGov account
- in person at some service Services Australia centres.
You, your family or nominee can call Services Australia’s aged care line on 1800 227 475 or visit a service centre to book an appointment with an ACSO.
You can find more information on ACSOs by visiting the Aged Care Specialist Officer webpage on the Services Australia website.
Back to topFinancial information
Services Australia - Financial Information Service
The Financial Information Service (FIS) provides free, independent and confidential information to help people make informed decisions about their finances. FIS officers can help you understand how financial products work and explain how a change to your circumstances may affect your financial situation, both now and into the future. They can also guide you to useful resources for managing your financial matters. Please note, they are not financial planners or counsellors and cannot give financial advice or recommend financial advisers.
You can speak with a FIS officer by calling 132 300 and when asked why you’re calling, say ‘Financial Information Service’.
You can find out more by visiting the Financial Information Service webpage.
Moneysmart
Moneysmart.gov.au is a government funded service who are committed to helping Australians of all ages, backgrounds and incomes to increase their financial wellbeing. Through the Moneysmart website you can:
- Report a financial scam - Report an investment scam - Moneysmart.gov.au
- increase retirement preparedness - Retirement planner - Moneysmart.gov.au
- find registered financial advisers - Financial advisers register - Moneysmart.gov.au
For more information you can visit the Moneysmart.gov.au webpage.
Back to topAdvocacy
Older Persons Advocacy Network
The Older Persons Advocacy Network (OPAN) offers free, independent and confidential information and advocacy support to:
- people accessing or seeking Australian Government funded aged care services,
- their families
- any other person providing support
You can:
- call 1800 700 600 for the Aged Care Advocacy Line
- visit OPAN
National Aged Care Advocacy Program
The National Aged Care Advocacy Program (NACAP) provides free, independent and confidential information and advocacy support to older people, their family and carers. The program is delivered by OPAN which has member organisations in every state and territory.
Older people, families and carers often call OPAN when they:
- are finding it difficult to access aged care services
- have a concern about their aged care services
- don’t feel like their aged care services are meeting their needs
If you’re an older person and want to find out more, you can visit the Advocacy support in aged care webpage, the National Aged Care Advocacy Program (NACAP) webpage, the OPAN website or call the Aged Care Advocacy Line on 1800 600 700.
Wellbeing Advocates
Wellbeing advocates can be engaged by veterans or family members to help access services and supports.
You can use the Accredited Advocate Register webpage to:
- search for an ex-service organisation (ESO)
- find an advocate in your area.
More help and support
Ex-service organisations
Ex-service organisations (ESOs) support and commemorate the service of current and former ADF members and their families.
They can support you with:
- advocacy services to access payments and other benefits
- visitation services at home, hospital or an aged care home
- seeking financial help, employment or vocational studies
- social activities to make friendships and to improve general health and wellbeing.
They also support you by lobbying government for better services and payments to live a meaningful life.
You can find more details information as well as a list of ESOs by visiting dva.gov.au/ESO.
Open Arms – Veterans & Families Counselling
We understand accessing aged care services can be trying and an emotional time for veterans, and their families. DVA clients and their families can access free and confidential counselling and group programs to support mental health and wellbeing by contacting Open Arms.
Call Open Arms on 1800 011 046. Help is available 24 hours a day. You can also find out more information by visiting the Open Arms - Veterans & Families Counselling webpage.
Dementia Australia
Dementia Australia is the national peak body for people of all ages living with all forms of dementia, as well as their families and carers. They provide a range of information, education and support services, including the 24-hour National Dementia Helpline.
You can find more information by visiting the Dementia Australia website or contacting them directly 24 hours a day, toll free on 1800 100 500.
National Legal Aid
National Legal Aid represents the eight independent Legal Aid Commissions in each state and territory of Australia. They work collaboratively to deliver essential legal services, focusing on areas such as family law, criminal law, and civil law. Their mission is to uphold the rule of law and protect the rights of individuals, especially the vulnerable and disadvantaged.
If you need legal advice or to find out more information, you can visit the National Legal Aid webpage or the legal aid organisation responsible for your state. This information can be found on the website.
Health direct
Health direct is a government-funded service, providing quality, approved health information and advice. You can visit the Health Advice webpage for free health information and advice regarding:
- assistance finding a health service (such as a geriatrician)
- assistance finding health information
- symptom checker
- Health topics
- Information on medicines
You can also contact Health Direct directly on 1800 022 222.
Council on the Ageing
The Council of the Ageing (COTA) is an advocacy and representation organisation for older Australians. They advocate for action at a national level on issues affecting older people.
Contact your state or territory office for more information:
- Australian Capital Territory
- New South Wales
- Northern Territory
- Queensland
- South Australia
- Tasmania
- Victoria
- Western Australia.
Palliative Care Australia
Palliative Care Australia (PCA) is the national peak body for palliative care. PCA provides consumer living with a life-limiting illness information on how to access palliative care services.
You can find more information on the Palliative Care Australia website.
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