Can a CHSP provider place me on a waiting list?
Yes. CHSP providers can place people on a waiting list if they do not currently have capacity to deliver services. Being approved for CHSP services does not guarantee immediate access to a provider or immediate commencement of services.
Key points
CHSP providers can place people on waiting lists.
Approval for services does not guarantee immediate support.
Waiting times vary significantly depending on location and service type.
Additional referrals to other providers may be available.
If your needs become more urgent, contact My Aged Care promptly.
Yes. It is quite common for CHSP providers to have waiting lists, particularly for services such as:
domestic assistance
personal care
transport services
social support groups
respite services in high-demand areas.
Receiving approval for CHSP services means you are eligible for support, but it does not guarantee that a provider currently has staff, funding or availability to deliver those services immediately.
Providers may place you on a waiting list because:
demand exceeds local capacity
there are workforce shortages
the service is only delivered on certain days
the provider is prioritising people with higher or more urgent needs.
In some cases, providers may prioritise clients based on urgency, risk or vulnerability rather than strictly operating on a first-come, first-served basis.
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01Guide sectionWhat happens if there is a waiting list?
If one provider cannot assist, you may be able to:
ask My Aged Care for referrals to additional providers
contact other local CHSP providers directly
request an urgent review if your circumstances have changed
consider short-term private services while waiting.
If your needs become more serious while waiting, you should notify My Aged Care as soon as possible, as your situation may warrant an urgent reassessment or additional support pathway.
02Guide sectionCan providers remove me from a waiting list?
Yes. Providers may close or update referrals if:
they are unable to contact you
your circumstances change
you commence services elsewhere
the referral expires.
It is a good idea to keep providers informed if your contact details or circumstances change.
03Guide sectionWhat should I ask the provider?
Consider asking:
How long is the current waiting list?
Is the waiting time likely to be weeks or months?
Can you suggest another provider?
Will you contact me when capacity becomes available?
What should I do if my needs become urgent while waiting?
04Guide sectionWhat should I do next?
Contact several CHSP providers rather than waiting for a single organisation if possible.
If your support needs increase, contact My Aged Care on 1800 200 422 and explain what has changed. You may be eligible for urgent services, additional referrals or reassessment.
Keep a record of:
the providers you have contacted
estimated waiting times
who you have spoken with
any changes to your circumstances.
05Guide sectionHelpful Local Home Help resources
06Guide sectionCheck the official guidance
The Australian Government recognises that some CHSP services may have waiting lists and encourages providers to support people to access alternative services where appropriate. If your circumstances change while waiting, you should contact My Aged Care to discuss your options.
Official information can be found here:
The CHSP Manual also notes that providers should actively manage referrals and support clients to access appropriate services where capacity limitations exist.
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