Can a family member or representative speak to My Aged Care on my behalf?
Yes, a family member or trusted representative can speak to My Aged Care on your behalf.
Key points
- Individual eligibility, availability and outcomes can vary.
- Ask questions early and seek independent help if anything feels unclear or unsafe.
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01Guide sectionCan a family member speak to My Aged Care on my behalf?
Yes. A family member, friend or other trusted person can help you communicate with My Aged Care.
You can give someone permission to assist during a particular phone call or assessment, or formally register them as your registered supporter if you want them to provide ongoing help.
02Guide sectionHelp during a phone call or assessment
You can ask a family member, friend or carer to be present when you:
call My Aged Care
apply for an aged care assessment
attend your assessment
discuss your support plan
speak with an aged care provider.
My Aged Care or the assessor may ask for your consent before discussing personal information with them.
This may be enough when you only need occasional help and do not want to establish an ongoing registered relationship.
03Guide sectionWhat is a registered supporter?
A registered supporter is someone formally recorded to help you understand information, communicate your wishes and make your own aged care decisions.
They may be able to:
speak with My Aged Care and aged care providers
request and receive relevant aged care information
help you understand letters, assessments and service options
attend assessments and care-planning discussions
communicate decisions you have made
help you navigate referrals and services
receive copies of some communications.
The role is based on supported decision-making. This means you remain in control and are presumed able to make your own decisions.
A registered supporter should help you express what you want. They do not automatically have authority to make decisions for you.
04Worth checkingWhat if the person cannot make a particular decision?
A person may already have a legally appointed decision-maker, such as someone acting under:
an enduring power of attorney
an enduring guardianship arrangement
a guardianship or administration order
another appointment recognised under state or territory law.
That person may be able to make certain decisions when the older person cannot do so themselves, depending on the legal document, the type of decision and the law that applies.
Being a registered supporter does not, by itself, create these legal decision-making powers.
My Aged Care may ask to see the relevant legal documents before recognising someone as an active appointed decision-maker.
05Guide sectionDoes someone need to become a registered supporter to help?
No. A person can still provide informal support without becoming a registered supporter.
For example, they can:
sit with you during a phone call
help complete an online application
attend the assessment with your permission
help you prepare questions
take notes
help compare providers.
Formal registration is more useful when the person will regularly contact My Aged Care or providers, receive information or help you manage your aged care arrangements over time.
06Guide sectionHow do we register a supporter?
You can request to register a supporter by:
completing the process online when applying for an aged care assessment
completing a Registration of a Supporter form
calling My Aged Care on 1800 200 422
speaking face to face with an Aged Care Specialist Officer.
Where possible, the older person and proposed supporter should complete the process together, as consent may need to be confirmed.
If the person registering the supporter is an active legally appointed decision-maker, My Aged Care may request documents showing their authority.
07Guide sectionWhat if the person has difficulty communicating?
Communication difficulties do not necessarily mean someone is unable to make decisions.
The person may be supported through:
a registered supporter
a language interpreter
an Auslan interpreter
communication aids
additional time
an advocate
help from someone familiar with their communication style.
The goal should be to support the older person to participate in decisions as much as possible.
The simplest distinction is:
A registered supporter helps the person make and communicate their own decisions. A legally appointed decision-maker may make certain decisions when legally authorised to do so.
08Guide sectionWhat should I do next?
Confirm the details with My Aged Care or the relevant provider, write down your questions and ask for important information in writing before making a decision.
09Guide sectionHelpful Local Home Help resources
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