What should I do if my needs become urgent while waiting for CHSP services?
If your needs become urgent while waiting for CHSP services, contact My Aged Care as soon as possible and explain what has changed. You may be eligible for an urgent reassessment, additional referrals or temporary support services.
Key points
Contact My Aged Care if your circumstances change while waiting.
Urgent reassessments or referrals may be available.
Inform providers if your situation has become more serious.
Carer breakdown and hospital discharge can significantly change priority.
CHSP is not an emergency service; call 000 if immediate assistance is required.
Waiting for CHSP services can sometimes become difficult if your health, living situation or support arrangements suddenly change.
You should contact My Aged Care immediately if there has been a significant change in circumstances, particularly if there is now a risk to your health, safety or ability to remain living at home.
Examples of urgent changes may include:
a fall or injury
discharge from hospital
worsening mobility or health
sudden memory decline or confusion
inability to shower, dress or prepare meals safely
medication management concerns
the loss or illness of a family carer
carer burnout or an unexpected breakdown in support arrangements
concerns about living alone safely.
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01Guide sectionWhat can happen if my situation becomes urgent?
Depending on your circumstances, My Aged Care may consider:
issuing additional referrals to other providers
arranging an urgent assessment
prioritising your assessment or review
referring you for urgent CHSP services
considering other aged care pathways that may better meet your needs.
The urgency of your situation will be assessed individually.
Urgent support may be particularly important where delaying services could create a significant risk of harm.
02Guide sectionShould I contact my provider as well?
Yes.
If you are already on a waiting list with one or more providers, let them know your circumstances have changed.
Providers may:
review your priority on the waiting list
advise of alternative services
notify My Aged Care if they believe your circumstances have become more serious.
03Guide sectionWhat if I have been discharged from hospital?
If you are leaving hospital and cannot safely manage at home, tell:
hospital staff
discharge planners
your GP
My Aged Care.
Additional short-term services or alternative pathways may be available depending on your circumstances.
Do not assume that existing waiting arrangements remain appropriate after a hospital admission.
04Guide sectionWhat if my carer can no longer help?
A sudden loss of family support can significantly change your situation.
Tell My Aged Care if:
your spouse has become unwell
your family member is experiencing burnout
your regular carer is temporarily unavailable
you are now without essential support.
This information may affect the urgency of your assessment or referrals.
05Guide sectionWhat if the situation is an emergency?
CHSP services are not emergency services.
Call 000 immediately if there is:
an immediate threat to life or safety
severe illness or injury
serious concerns about neglect or abuse
inability to remain safely at home.
For urgent health advice, you may also contact:
your GP
Nurse-on-Call or equivalent state health services
your local hospital.
06Guide sectionWhat should I do next?
If your situation has changed, call My Aged Care on 1800 200 422 and clearly explain:
what has changed
why your current situation is unsafe or unsustainable
whether you are without meals, personal care or supervision
whether you have recently been in hospital
whether your family support has broken down.
It can help to use direct language such as:
"My circumstances have changed significantly and I am concerned about my safety while waiting for services."
Keep a record of:
who you spoke with
the advice you received
any provider waiting lists
changes in your health or support arrangements.
07Guide sectionHelpful Local Home Help resources
08Guide sectionCheck the official guidance
The Australian Government encourages people to contact My Aged Care if their circumstances change while waiting for services, particularly where there may be an increased risk to health or safety.
Official guidance:
The CHSP Manual also allows for urgent referrals in circumstances where delaying support may place a person at significant risk of harm.
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