Can a family member or representative speak to My Aged Care on my behalf?
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In short...
Yes, a family member or trusted representative can speak to My Aged Care on your behalf.
The details...
Can 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.
Help 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.
What 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.
What 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.
Does 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.
How 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.
What 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.
What 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.
Helpful Local Home Help resources
Takeaways
- Individual eligibility, availability and outcomes can vary.
- Ask questions early and seek independent help if anything feels unclear or unsafe.
About Local Home Help
How Providers Are Listed
How providers appear on Local Home Help Local Home Help helps families discover home support services available in their area. Providers may appear on the site in a few different ways. Some providers create and manage their own listing on the platform. Others may appear based on publicly available information about services operating in a particular region. This helps families see a broader view of support options available locally. Where possible, we encourage providers to claim and manage their listing so information such as services offered, contact details and service areas remain accurate and up to date. There are no paid or enhanced listings on Local Home Help, and there never will be. Claiming or managing a listing has no effect on a provider's visibility, ranking, or how often it appears in a consumer's personalised shortlist, it simply keeps the information families see accurate and current. Local Home Help does not charge consumers to access the platform. We may generate revenue in other ways in the future, but none of these will ever influence which providers a consumer sees, how they're ranked, or what appears in their shortlist. Provider visibility is, and will remain, based solely on relevance to each family's stated needs. What does not influence Liz There are no paid or enhanced listings on Local Home Help, not now, and not in the future. No provider can pay for a higher position in Liz results, a better ranking, or inclusion in a consumer's shortlist. This is a permanent commitment, not a current-state description. Claiming or updating a profile does not improve a provider's ranking. It gives Liz more accurate information about the provider's services, coverage and care model, which can make the explanation of why a provider matched clearer, but it has no effect on whether or how highly that provider appears. Local Home Help intends to generate revenue in other ways in the future - for example through tools built for providers, or products separate from the consumer matching experience. None of these will influence which providers appear in Liz's results, how they're ranked, or what a consumer sees in their personalised shortlist. Visibility and ranking are based solely on the fit factors described above, and nothing else. This reflects the platform's core ethos: Local Home Help is built consumer-first. Every design and revenue decision is made so that what a family sees from Liz is the most relevant outcome for them. Never the most profitable outcome for Local Home Help or a provider.
Independence Statement
Our independence Local Home Help is designed to help families navigate the often confusing world of home support and aged care services. The platform aims to present information in a clear and balanced way so families can better understand the types of help available and where to find it. While providers may appear on the platform, Local Home Help does not recommend one provider over another. The decision about which service may be suitable will always depend on individual circumstances. Families are encouraged to contact providers directly, ask questions and make their own enquiries before making a decision. Our focus is to make the process of understanding and finding support at home easier. Local Home Help does not accept payment of any kind in exchange for provider visibility, ranking, or shortlist placement, and never will. Any future revenue Local Home Help generates will come from sources entirely separate from how providers are matched to consumers.
Quality Signals
What to look for when choosing a provider ​ Finding the right support service can take time. When considering a provider, families may wish to look for signs of quality such as: Clear information about services offered Transparent pricing or funding options Experience supporting older people at home Relevant professional qualifications where appropriate Positive feedback or reputation in the community Willingness to answer questions about care and services It is often helpful to speak with more than one provider before making a decision. Local Home Help aims to provide a starting point for exploring services, but the best choice will depend on the needs and preferences of the individual receiving support.
About the Author
Local Home Help Editorial Team
This article was created by Local Home Help to help Australian families better understand aged care and home support options in plain English.
Our content is based on publicly available information from:
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My Aged Care
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Department of Health, Disability and Ageing
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Aged Care Quality and Safety Commission
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Provider pricing schedules and operational experience within the aged care sector.
Local Home Help is an independent consumer information platform and does not provide medical, legal or financial advice.
Important information
Aged care rules, fees, eligibility requirements and program arrangements can change. The information on this page is general guidance only and may not apply to every person or situation.
Before making a financial, legal or care decision, check the latest information with My Aged Care, Services Australia, the Department of Health, Disability and Ageing, or another appropriate official source.
Local Home Help does not provide legal, financial, medical or clinical advice.
Source data
Last reviewed
20/7/26, 9:08 pm