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FAQs from customers

Table 1: this table provides details to help with common enquiries about aged care.

In the following table ‘I’ refers to the customer.

Item

Questions and Answers

1

I need to go into Aged Care. What do I do?

My Aged Care is the starting point to access government funded aged care services.

Assist the caller:

The website provides information on topics such as:

  • the types of aged care services available
  • eligibility for services
  • local service providers
  • Aged care costs
  • advocacy services
  • how to make a complaint

2

I have been approved for Support at Home services/residential care - do I need to complete a calculation of your cost of care?

For care recipients who are in receipt of a means tested income support payment (ISP), their means assessment for Support at Home will complete automatically. If a care recipient receives a means tested ISP and is a non-homeowner, their residential care means assessment will also complete automatically.

Customers can use the fee estimator tool on the My Aged Care website to get an indication of what they can be asked to pay. However, to receive a pre-commencement letter Services Australia (or Department of Veterans’ Affairs (DVA) where applicable) will need to complete a pre-entry means assessment.

See Aged care means assessment - preliminary checks to start this process.

It is not compulsory for a care recipient to complete a calculation of your cost of care for either Support at Home or residential care.

If the care recipient does not complete a means assessment or chooses not to disclose their income and/or assets information, they will be liable to pay the maximum fee/contributions depending on their cost of care. Either of these will result in a means assessment being completed as Means Not Disclosed.

A care recipient may have high income and/or assets which may make them liable to pay the maximum fees/contributions. The outcome results will be the same as choosing not to disclose their means. Refer to My Aged Care - Fee estimator for help to estimate aged care fees.

See Aged care means assessment for more details.

3

Which Calculation of the cost of your care form will I need?

When a care recipient enters in home or residential care, the Aged Care Payment System will check if Services Australia or the DVA hold the required information to complete a means assessment.

If Services Australia or where applicable, the DVA does not hold sufficient information to complete an assessment, a letter will be sent to the care recipient from Aged Care Management Payment System (ACMPS) or Aged Care Staff Portal (ACSP) advising that:

  • They have not provided their means assessment information
  • If they want to provide their information, they should complete an Aged Care Calculation of your cost of care application using either the paper form or the online form through myGov
  • The completed application needs to be returned to Services Australia (or DVA where applicable)
  • In some circumstances, a form is not required and a verbal application may be completed. See Aged care means assessment for details about when a calculation of your cost of care (means assessment) is required
  • If the application is not returned or cannot be completed, the maximum rate of fees and charges for their level of care may apply

Other aged care forms

If both members of a couple require an assessment they will each need to complete an application.

4

Where to find aged care forms

Aged care forms can be accessed and printed from the Services Australia website. The Resources page has a link to the forms. The care recipient should be encouraged to access the forms themselves where possible.

The Aged Care Calculation of your cost of care forms are available as either an online form or paper forms.

Explain the benefits to care recipients of accessing the online aged care calculation of your cost of care form.

For example, the benefits are:

  • streaming questions so they only provide information that is required
  • providing less information while allowing the opportunity to update out of date details, as details from their Centrelink record will be pre populated into the online application
  • being able to monitor the progress of their application as in progress, held or completed through their Centrelink online account

If a care recipient advises they are unable to access the required form online, the form may be issued via the Customer First Mail Forms guided procedure.

See below for links to:

5

Is my home included as an asset?

For home care

The principal home was exempt.

For Support at Home

  • The principal home is exempt

For residential care

The principal home is included as an asset unless it is occupied by a protected person at the relevant date.

  • A protected person is a:
    • partner or dependent child
    • carer who has lived with the care recipient in the same home for the past 2 years and the carer is eligible for an Australian income support payment at the relevant date
    • close relative (such as a sister, brother, parent, child or grandchild) who has lived with the care recipient in their home for the past 5 years and is eligible for an Australian income support payment at the relevant date
  • The relevant date is either:
    • the date the assessment is completed (where the care recipient has not yet entered care), or
    • the date the care recipient entered care (where the assessment is requested after their admission)

The exemption of the principal home for aged care means assessment purposes will cease if the protected person who had been occupying the home at the relevant date subsequently moves out, or if applicable, their income support payment eligibility is lost.

If the principal home is included as an asset, its value for the purposes of calculating the means tested fee where the property value is:

  • above the 'first asset threshold', the value is capped at the ‘first asset threshold’
  • below the ‘first asset threshold’, the actual value is used

See Department of Health, Disability and Ageing's Schedule of Fees and Charges for Residential and Home Care for the current 'first asset threshold' rate.

If required, the care recipient may be booked in with an Aged care Specialist Officer (ACSO) if there is one located in their area, transferred to Financial Information Service (FIS) phone line or referred to the My Aged Care website or phone service for:

  • information on how the home is assessed
  • access to the My Aged Care Fee Estimator using the Aged Care Home option

6

What are the individual contribution rates for Support at Home and how are they calculated?

My Aged Care provides assistance with estimating individual contribution rates for aged care services.

The caller can be booked with an Aged Care Specialist Officer (ACSO) if there is one located in their area, or referred to the My Aged Care website or phone service for assistance with estimating the cost of their care.

Care recipients commencing a Support at Home service on or after 1 November 2025 may be asked to pay:

  • one or more individual contribution rate types.

Care recipients who commenced a home care service on or after 1 July 2014 may have been asked to pay:

  • a basic daily fee (BDF) only, or
  • a BDF plus an income-tested care fee (ITCF)

Basic Daily Fee (BDF)

Prior to 1 November 2025, there were 4 levels of BDF, aligned to the 4 home care package levels (level 1, 2, 3 and 4). Refer to the historical Department of Health, Disability and Ageing Care's Schedule of Fees and Charges for the BDF rates.

Income-tested care fee (ITCF)

Prior to 1 November 2025 Services Australia (or DVA if applicable) was responsible for the assessment of income to determine liability for an ITCF.

A care recipient may have been required to pay an ITCF if they had income over the relevant income free area. If the care recipient was:

  • receiving a full pension, they will not pay an ITCF
    • they will only pay a BDF
  • a part pensioner, their ITCF will be the lowest of:
  • a self-funded retiree, their ITCF will be the lowest of:

Annual and lifetime caps apply to the ITCF

Any means-tested care fee (MTCF) paid during an admission to residential care also contributes to lifetime caps. See the Department of Health, Disability and Ageing's Schedule of Fees and Charges for current cap rates.

  • The annual cap is located under 'Caps on Income Tested Care Fees in Home Care'. Different cap rates apply depending on whether the care recipient is a full or part pensioner – annual cap no longer applies from 1 November 2025
  • The lifetime cap is located under 'Lifetime Cap on Means-Tested Care Fees in Residential Care and Income Tested Care Fees in Home Care'

7

What are the fees for permanent residential care (post 1 July 2014 and post 1 November 2025 assessment rules) and how are they calculated?

My Aged Care provides assistance with estimating fees for aged care services.

The caller can be booked in with an Aged Care Specialist Officer (ACSO) if there is one located in their area, referred to the My Aged Care website or warm transferred to the My Aged Care  phone service  for help with estimating fees:

Care recipients commencing a permanent residential care service on or after 1 July 2014, or who are grandparented under post 1 July 2014 rules for a post 1 November 2025 entry, may be asked to pay a combination of fees depending upon their circumstances. Fee types include:

  • Basic Daily Fee (BDF)
  • Means-Tested Care Fee (MTCF)
  • Accommodation Payment or Accommodation Contribution
  • Extra Service Fee (if the care recipient has elected to receive extra services as part of their agreement with the service provider)

Services Australia (or DVA if applicable), are responsible for the assessment of assets and income to determine liability for:

  • an MTCF (to contribute to the cost of care); and
  • accommodation costs

Care recipients commencing a permanent residential care service on or after 1 November 2025, and who are not grandparented, may be asked to pay a combination of fees depending upon their circumstances. Fee types include:

  • Basic Daily Fee (BDF)
  • Hotelling Contribution (HC)
  • Non-clinical Care Contribution (NCCC)
  • Accommodation Payment or Accommodation Contribution
  • Extra Service Fee / Higher Everyday Living (if the care recipient has elected to receive extra or additional services as part of their agreement with the service provider)

Services Australia (or DVA if applicable), are responsible for the assessment of assets and income to determine liability for:

  • the HC and NCCC, and
  • accommodation costs

There is more information below about the post 1 November 2025 residential care fees.

Basic daily fee

This fee applies to all care recipients and is equal to 85% of the single basic age pension.

The BDF covers daily living costs such as meals, laundry, cleaning, and utilities such as power and phones.

Refer to the Department of Health, Disability and Ageing's Schedule of Fees and Charges for the current residential care BDF.

Means-tested care fee (MTCF)

The MTCF is a contribution towards the cost of care. It is determined by an assessment of combined income and assets and by the level of care that is required.

Accommodation payment

An accommodation payment covers accommodation costs.

It may be payable if the means-tested amount (as determined by the means assessment) on the date of entry to care is equal to or more than the maximum accommodation supplement (as determined in the Department of Health, Disability and Ageing's Schedule of Fees and Charges). In this case:

  • the care recipient will be assessed as 'not low means'
  • they will not receive government assistance with their accommodation costs
  • an accommodation payment will not be affected by changes to income and assets

Care recipients have 28 days from the date (or proposed date) of entry to care to choose how the accommodation payment will be paid. It can be paid either as a:

  • Refundable Accommodation Deposit (RAD) paid in full, as a lump sum, or
  • Daily Accommodation Payment (DAP) paid as a daily amount which calculated following conversion of the RAD amount, or
  • combination of the RAD and DAP

Accommodation contribution

An accommodation contribution is a contribution towards accommodation costs.

It may be payable if the means tested amount (as determined by the means assessment) on the date of entry to care is less than the maximum accommodation supplement amount (as determined in the Department of Health, Disability and Ageing's Schedule of Fees and Charges). In this case:

  • the care recipient will be assessed as 'low means'
  • the government will contribute towards accommodation costs
  • an accommodation contribution will be affected by changes to income and assets

Care recipients have 28 days from the date (or proposed date) of entry to care to choose how the accommodation contribution will be paid. It can be paid either as a:

  • refundable accommodation contribution (RAC) paid in full, as a lump sum; or
  • daily accommodation contribution (DAC) paid as a daily amount; or
  • combination of the RAC and DAC

Extra service fees (will cease 31 October 2026 and no new entries from 1 November 2025)

This fee is paid if the care recipient has elected to receive additional extra services as part of their agreement with the service provider. These facilities are required to publish their service fees on the My Aged Care website.

Extra service facilities provide a higher standard of accommodation, not extra nursing care. They cover services such as:

  • onsite hairdressing
  • pay television
  • special therapies such as massage
  • improved choice of meals and inclusions such as beer and wine

8

What are the fees for permanent residential care (post 1 November 2025 assessment rules) and how are they calculated?

My Aged Care provides assistance with estimating fees for aged care services.

The caller can be booked in with an Aged Care Specialist Officer (ACSO) if there is one located in their area, referred to the My Aged Care website or warm transferred to the My Aged Care  phone service  for help with estimating fees:

Care recipients commencing a permanent residential care service on or after 1 November 2025 may be asked to pay a combination of fees depending upon their circumstances. Fee types include:

  • Basic Daily Fee (BDF)
  • Means-tested Hotelling Contribution
  • Means-tested Non-clinical care contribution
  • Accommodation Payment or Accommodation Contribution
  • Additional Service Fee or Higher Everyday Living (if the care recipient has elected to receive additional services as part of their agreement with the service provider)
    • Note: Extra Service Fees cease 31 October 2026

Services Australia (or DVA if applicable), are responsible for the assessment of assets and income to determine liability for:

  • A hotelling and/or non-clinical care contributions; and
  • accommodation costs

Basic daily fee

This fee applies to all care recipients and is equal to 85% of the single basic age pension.
The BDF covers daily living costs such as meals, laundry, cleaning, and utilities such as power and phones.

Refer to the Department of Health, Disability and Ageing Schedule of Fees and Charges for the current residential care BDF.

Means-tested Hotelling Contribution

The means tested hotelling contribution (HC) is a contribution towards the overall cost of aged care. It is determined by an assessment of combined income and assets and the means tested amount.

Care recipients who are not low means will have a HC calculated based on a comparison of the Means Tested Amount and the maximum accommodation supplement. The MTA value of the maximum accommodation supplement is the HC up to the cap which is equal to the hotelling supplement rate. For example:

  • the care recipient’s MTA is $75.55, based on their assets and income,
  • the maximum accommodation supplement is $69.49, and the hotelling supplement is $12.55
  • the HC is $75.55 minus $69.49 = $6.06, then
  • the care recipient’s fees are the BDF and a HC of $6.06, plus the agreed accommodation price,
  • and the provider will receive $6.49 Hotelling Supplement ($6.06 + $6.49 - $12.55), and the maximum NCCC funding of $101.16.


Care recipients who are low means, and have an increase in their means after entry, will have a HC calculated based on a comparison of the Means Tested Amount and the maximum accommodation supplement. The MTA value of the maximum accommodation supplement is the HC up to the cap which is equal to the hotelling supplement rate.

For example:

  • the care recipient’s MTA is $75.55, based on their assets and income,
  • the maximum accommodation supplement is $69.49, and the hotelling supplement is $12.55
  • the HC is $75.55 minus $69.49 = $6.06, then
  • the care recipient’s fees are the BDF, a DAC of $69.49 and a HC of $6.06,
  • and the provider will receive no accommodation supplement and $6.49 Hotelling Supplement ($6.06 + $6.49 - $12.55) and the maximum NCCC funding of $101.16.

Means-tested Non-clinical Care Contribution

The non-clinical care contribution (NCCC) is a contribution towards the overall cost of aged care and was previously referred to as the ‘cost of care’. It is determined by an assessment of combined income and assets.

Care recipients who are not low means will have a NCCC calculated based on a comparison of the Means Tested Amount and the maximum accommodation supplement. The NCCC is the total MTA minus the maximum accommodation supplement and minus the HC. is the HC up to the cap which is equal to the hotelling supplement rate.
For example:

  • the care recipient’s MTA is $128.46 based on their assets and income
  • the maximum accommodation supplement is $69.49, and the hotelling supplement is $12.55
  • the HC is $12.55
  • the NCCC is $128.46 minus $69.49 and minus $12.55 = $46.42 = $46.42, then
  • the care recipient’s fees are the BDF, a HC of $12.55, a NCCC of $46.42, plus the agreed accommodation price
  • and the provider will receive no Hotelling Supplement and a reduced NCCC funding amount of $54.74 ($101.16 – $46.42)


Care recipients who are low means, and have an increase in their means after entry, will have a HC calculated based on a comparison of the Means Tested Amount and the maximum accommodation supplement. The MTA value of the maximum accommodation supplement is the HC up to the cap which is equal to the hotelling supplement rate.

For example:

  • the care recipient’s MTA is $128.46 based on their assets and income,
  • the maximum accommodation supplement is $69.49, and the hotelling supplement is $12.55
  • the HC is $12.55
  • the NCCC is $128.46 minus $69.49 and minus $12.55 = $46.42 = $46.42, then
  • the care recipient’s fees are the BDF, a DAC of $69.49, HC of $12.55, and a NCCC of $46.42
  • and the provider will receive no accommodation supplement, no Hotelling Supplement and a reduced NCCC funding amount of $54.74 ($101.16 – $46.42)

Accommodation payment

An accommodation payment covers accommodation costs.

It may be payable if the means-tested amount (as determined by the means assessment) on the date of entry to care is equal to or more than the maximum accommodation supplement (as determined in the Department of Health, Disability and Ageing Schedule of Fees and Charges). In this case:

  • the care recipient will be assessed as 'not low means'
  • they will not receive government assistance with their accommodation costs
  • an accommodation payment will not be affected by changes to income and assets

Care recipients have 28 days from the date (or proposed date) of entry to care to choose how the accommodation payment will be paid. It can be paid either as a:

  • Refundable Accommodation Deposit (RAD) paid in full, as a lump sum, or
  • Daily Accommodation Payment (DAP) paid as a daily amount which calculated following conversion of the RAD amount, or
  • combination of the RAD and DAP

Accommodation contribution

An accommodation contribution is a contribution towards accommodation costs.

It may be payable if the means tested amount (as determined by the means assessment) on the date of entry to care is less than the maximum accommodation supplement amount (as determined in the Department of Health, Disability and Ageing’s Schedule of Fees and Charges). In this case:

  • the care recipient will be assessed as 'low means'
  • the government will contribute towards accommodation costs
  • an accommodation contribution will be affected by changes to income and assets

Care recipients have 28 days from the date (or proposed date) of entry to care to choose how the accommodation contribution will be paid. It can be paid either as a:

  • refundable accommodation contribution (RAC) paid in full, as a lump sum, or
  • daily accommodation contribution (DAC) paid as a daily amount, or
  • combination of the RAC and DAC

Additional service fees

This fee is paid if the care recipient has elected to receive any additional services as part of their agreement with the service provider. These facilities are required to publish their additional service fees on the My Aged Care website.

Services choosing to provide additional services facilities provide a higher standard of accommodation, not extra nursing care. They cover services such as:

  • onsite hairdressing
  • pay television
  • special therapies such as massage
  • improved choice of meals and inclusions such as beer and wine

9

Residential Care - Lifetime and Time Limited caps for Non-Clinical Care Contribution from 1 November 2025

New means testing arrangement will apply to all new care recipients entering permanent residential care from 1 November 2025. Care recipients, based on their means, may be asked to contribute towards their hotelling supplement and non-clinical care costs which replaces the Means Tested Care Fee (MTCF).

Care recipients must be paying a non-clinical care contribution for it to accrue towards both their lifetime and time limited cap.

There are no capping arrangements for the Hotelling Contribution

Lifetime Cap  

From 1 November 2025 care recipients will pay a non-clinical care contribution (NCCC), to their residential aged care services. The NCCC has both a daily and lifetime cap amount. The daily cap is an amount that is calculated as the daily equivalent of the post 1 July 2014 annual caps on the residential care means tested care fee. The lifetime cap is set by the Department of Health, Disability and Ageing, and effective 1 November 2025 is $130,000.

See the Resources page for a link to the Department, Disability and Ageing Schedules.

Time Limited Cap

The NCCC will also have a time limited cap applied. If a care recipient reaches the time limited cap their NCCC will be set to zero for the remainder of their time in residential care. This does not apply for Support at Home.  

Effective on 1 November 2025 the time limited cap is 1460 days (which is 4 years).

10

Residential care - what will my fees be if I opt in to the post 1 November 2025 assessment rules?

Care recipients can opt into the post 1 November 2025 assessment rules if:

  • they received a permanent residential care service before 1 July 2014 and are still in care
  • are in residential care and they will be moving to a new service on or after 1 November 2025
  • they are in residential care and choose to opt in without moving to a new service
  • were approved to, or receiving a home care package on 12 September 2024 and are entering residential care

If the care recipient requests only an estimate of fees if they opt in offer to book the customer an appointment with an Aged Care Specialist Officer (ACSO), or refer them to the My Aged Care website or phone service for assistance with estimating fees when opting in. The website contains Fee Estimators for both home care and residential care. Residential Care recipients will be able to request an estimate of fees under both the post 1 July 2014 assessment rules and the post 1 November 2025 if they meet the residential care grandparenting criteria.

Where the care recipient requests written advice of fees if they opt in

The care recipient will need to undergo an aged care means assessment (unless they elect not to disclose their financial details, in which case they will be deemed Means Not Disclosed and will pay the maximum fees applicable to their care type and level of care).

The care recipient may qualify for a verbal application or they may need to complete a calculation of your cost of care.

See Aged care means assessment for details about when a calculation of your cost of care is required.

How to opt in

In order to opt in, the care recipient must complete a Continuing Care Recipient opting into the New Aged Care Arrangements from 1 July 2014 form (AC022) or Continuing residential aged care recipient opting into the new arrangements – from 1 November 2025 form (AC022).

  • This form must be lodged with the new service provider before moving to the new service, or
  • If choosing to opt in at any time (after 1 November 2025) in their current service, the form must be lodged with their current service provider before the date of opt in

Note: completing a calculation of your cost of care is not considered to be a formal request to opt in.

11

When will I receive a letter advising what my aged care fees will be?

Once a means assessment has been completed, a letter will be generated in Aged Care Staff Portal in real time and be able to be viewed in ACSP. A care recipient or nominee can expect to receive the letter within 14 days from sent date. Letters will be issued automatically once all data has been transmitted to aged care systems:

12

What happens if someone requests an urgent pre entry letter (RC60) or initial fee letter (RC62).

Has the means assessment been completed?

  • Yes,
    • check that fees have been set and check if a letter has been generated in ACSP - Correspondence - Letter Summary
    • if a letter has been generated, it can be viewed, printed and faxed at the request of the care recipient or authorised third party
    • See Aged care letters - viewing and reissuing
  • No,
    • Aged care skilled staff- complete the means assessment at first point of contact
    • Non aged care skilled staff- check that all required documents have been provided and create Fast Note - Auto text > Aged Care > Enquiry > Aged Care Req urgent means assessment for priority processing

Once means assessment is completed the letter should be generated in real time and be viewable in ACSP.

13

I want to ask about a letter I have received?

  • Request to provide financial information (RC61) but I have already lodged a means assessment form?
    • Receipt of a means assessment form does not stop a reminder being issued
    • Explain the letter is automatically generated, thank the customer for responding and lodging the required information. Let them know they will get more correspondence when the assessment has been completed
  • Letter advising that I am due to be paid a refund or adjustment from my service?
    • Any adjustments (refunds) payable to a care recipient are managed by the service. The care recipient will need to follow up with their service as to how much they are owed, and how this will be refunded to the to them
    • In some instances, a service may not have charged the advised fees
  • Letter advising my fees have increased?
    • Review means testing information in ACSP to identify any changes that may have affected fees
    • For residential care, the cost of care changed from 1 October 2022 when the Australian National Aged Care Classification (AN-ACC) funding model commenced. This may cause an increase or decrease in a care recipient’s cost of care

14

When will my fees and charges be updated when I have advised of a change in my circumstances?

From 1 November 2025 a care recipient’s initial means test assessment, or any subsequent means test assessments (re-assessments) will apply any fee changes in near real time. Previously changes were applied through a monthly review of care recipients’ means tests, or through an ad-hoc review.

Where a near real time fee reassessment results in a fee change for a past period, the amount will be adjusted in the next claim period.

From 1 November 2025, care recipients have 28 days to advise of changes in their circumstances, and to submit their updated income and asset details.

Where Services Australia receives notification of a change to a care recipient’s circumstances within 28 days of the date the change occurred and the change results in an increase to a care recipient’s Daily Means Tested Amount (DMTA) (current DMTA vs newly calculated DMTA), then the date the new set fee will be applied from is the date of processing.

Where Services Australia receives notification of a change to a care recipient’s circumstances more than 28 days after the date the change occurred and the change results in an increase to a care recipient’s DMTA (current DMTA vs newly calculated DMTA), then the date the new set fee will be applied from is the date of processing minus 28 days.

Regardless of the date of notification, where a change to a care recipient’s circumstances results in a decrease to a care recipient’s DMTA (current DMTA vs newly calculated DMTA), then the date the new set fee will be applied from is the date the change in circumstance occurred.

For more details on the current review process refer to Aged Care Fees and Charges – Fee Threshold Variance Review.

15

I am a nominee (or an authorised representative) and I want to discuss aged care

Arrangements can be made that allow a third party to enquire or act on behalf of a care recipient when dealing with Services Australia. This is referred to as a nominee arrangement.

The type of form used to create a nominee arrangement will determine:

  • what information can be accepted from or provided to a third party for aged care purposes
  • what correspondence the third party may receive from each of the aged care systems (Customer First/Process Direct, Aged Care Management Payment System (ACMPS) and Aged Care Staff Portal (ACSP)

There are 2 form types which will allow the appointment of a nominee:

  • Authorising a person or organisation to enquire or act on your behalf form (SS313)
    • Allows care recipients to nominate a person or organisation to enquire, act or update on their behalf for Centrelink payments and services including aged care. The SS313 is also within the Calculation of your cost of care forms
    • See Adding or rejecting a nominee request
    • Note: from 11 November 2020 aged care recipients can use the SS313 to appoint a nominee (excluding DVA care recipients)
  • Aged Care Request for a nominee for Department of Veterans' Affairs customers form (AC019)
    • Allows DVA care recipients to nominate a person or organisation to enquire, act or update on their behalf about their aged care costs.
    • See Aged care request for a nominee or executor.
    • Note: before 11 November 2020, the AC019 was used for all aged care recipients to appoint a nominee.

Aged Care Calculation of your cost of care (means assessment) forms

Aged Care Calculation of your cost of care forms contain an 'Authorising a person or organisation to enquire or act on your behalf form (SS313) section which allows for the appointment of a nominee.

See Aged care means assessment.

16

I have sold my home and paid a Refundable Accommodation Deposit (RAD)

See Aged care fees and charges - accommodation payments.

If the care recipient is residing in residential care and they have recently sold their home, in the majority of cases this will result in an increase to their fees. This is because, after the home is sold the value assessed is no longer capped at the First Asset Threshold. The whole value of the proceeds is assessed according to what has been done with the proceeds. The result is that the care recipient’s assessable assets increase, even though they may not have increased in ‘real terms’. This may not be anticipated by the care recipient and/or their nominee.

17

I have moved from one service to another - do I have to complete a new means assessment?

Home care (pre 1 November 2025) and Support at Home

If the break in care is less than 28 days, a new means assessment form will not be required. The RCA/HOM activity can be completed with details currently recorded. If the care recipient or authorised third party are on the phone, confirm current means assessment details that are recorded.

Residential Care

When a new entry into care is notified, an RCA/NCL activity will be created. It will complete automatically if the care recipient is in receipt of an income support payment and is a non-homeowner. If the care recipient has moved within 120 days of a means assessment being completed, the RCA/NCL can be completed with details currently recorded. If the care recipient or authorised third party are on the phone, confirm current income and asset details that are recorded.

See Aged care means assessment - preliminary checks.

18

I am an aged care provider and I need assistance

Aged care providers may contact either the Aged Care Means Testing Line or the Aged Care Provider Enquiry line directly.

Calls may also be transferred (announced) from the Aged Care Provider Enquiry Line to the Aged Care Means Testing Line when the original caller is on the line and the query relates to means testing (for example, the fee letter they have received appears to be incorrect).

  • When this occurs, a Services Australia Workspace screen pop will appear and staff on the Provider Enquiry Line will have obtained the required information from the service provider to document the record
  • If the Provider Enquiry Line Service Officer does not have the service provider on the line, the correct procedure is for the Provider Enquiry Line Service Officer to transfer the call unannounced to the Aged Care means testing line while the original caller is on the line. Confirm if the caller is a nominee or an authorised representative before transferring. See Aged care request for a nominee or executor for details
    • For contact details, see Office Locator (search RCA)

Aged care providers are considered to have 'implied consent' however, Services Australia is prevented from releasing any personal information about the care recipient to the provider.

These contacts are usually single issue or one-off types of contact by third parties on behalf of a customer. It is essential the care recipient's privacy is maintained. See Implied consent regarding third parties for more details if required.

Where an aged care provider enquiry is not related to a means assessment, transfer the call (announced) to the Aged Care Provider Enquiry line.

The following information must be obtained from the aged care provider and documented in the care recipient record:

  • The service provider's service ID and service name
  • Return contact details of the service provider (phone and email if possible) and the details of the care recipient (name, DOB and reference number)

When an aged care provider contacts as they have not received a fee advice:

  • Check the applicable aged care system to determine whether a fee letter has been issued, and whether the information in the letter is correct. If required, re-issue the fee letter to all parties
  • See Aged care letters task card in Aged care letters for assistance if required
  • To see if a letter has been held or stopped, see Step 5 of Using the Aged Care Staff Portal to manage residential care letters via the Correspondence search screen

Considerations when providing information to an aged care provider about fees:

  • If the fee letter is incorrect, remediation of the care recipient's record should be undertaken to correct the issue and allow an updated letter to be generated as soon as possible. It is not necessary to seek more information from the care recipient where an administration error occurred
  • Services Australia is prevented from releasing any personal information about the care recipient to the provider
  • Do not ask the service provider why they think that information contained in a fee letter is incorrect
    • If the service provider claims that the care recipient has additional income and/or assets that have not been reported to Centrelink, suggest that the service provider advises the care recipient to contact Services Australia to provide their correct information
    • If the care recipient declines, the service provider should be directed to the Australian Government Services Fraud Tip-off Line

19

I am an aged care provider and I am contacting about RAD/RAC retentions for my care recipients

Aged care providers may contact either the Aged Care Means Testing Line or the Aged Care Provider Enquiry line directly to determine if the RAD/RAC retention and DAP indexation applies to the care recipient’s entry to their residential aged care service.

Aged care providers are considered to have 'implied consent' however, Services Australia is prevented from releasing any personal information about the care recipient to the provider.

These contacts are usually single issue or one-off types of contact by third parties on behalf of a customer. It is essential the care recipient's privacy is maintained. See Implied consent regarding third parties for more details if required.

The following information must be obtained from the aged care provider and documented in the care recipient record in ACSP:

  • The service provider's service ID and service name
  • Return contact details of the service provider (phone and email if possible) and the details of the conversation

When an aged care provider contacts to confirm the start date of a previous permanent residential aged care entry (admission):

The aged care provider will need to confirm the start date of a previous permanent residential aged care entry.

The only information that can be released to the provider is:

  • if the care recipient was in continuous care
  • the date of entry only, and
  • if a break in care existed over the 1 November 2025 period and that break in care is greater than 28 days e.g. departure event

The provider will use this information to determine if the RAD/RAC retention and DAP Indexation will apply to the care recipient’s lump sum accommodation payments by using the questions provided by the Department of Health, Disability and Ageing on their website. See the External websites for a link.

Contact details

Department of Health, Disability and Ageing

Office Locator - Aged Care Processing Team (Search office code RCA)

Aged care

Aged Care means assessments

Aged care providers

External websites

Department of Health, Disability and Ageing - Aged care

Department of Health, Disability and Ageing - Guide to determining when accommodation reforms apply to new residents

Department of Health, Disability and Ageing - Schedule of Fees and Charges for Residential and Home Care

Department of Health, Disability and Ageing - Schedule of Fees and Charges for Pre-1 July 2014 Residential and Home Care Recipients

Department of Veterans' Affairs - Care at home or aged care

Department of Veterans' Affairs - Help to pay for home or aged care

My Aged Care

My Aged Care - Aged care home costs and fees

Services Australia - How to apply online

My Aged Care - How much will I pay?

Forms

Aged Care - Claim for financial hardship assistance form (SA462)

Aged Care Carer or close relative assessment form (SA483)

Aged Care Request for a nominee for Department of Veterans' Affairs customers form (AC019)

Authorising a person or organisation to enquire or act on your behalf form (SS313)

Continuing Care Recipient opting into the New Aged Care Arrangements from 1 July 2014 form (AC022)

Support at home calculation of your cost of care (SA456)

Residential Aged Care Calculation of your cost of care form (SA457)

Residential Aged Care Property details for Centrelink and DVA customers form (SA485)

Aged care screen descriptions

Table 2: this table contains a list of screens and descriptions used in age care.

Item

Description

RCAA

Residential Care Assets Assessments

RCAD

RCAA Assessment Determination

RCIRC

RCA Circumstance

RCTS

RCA Task Selector

RDEP

RCA Dependants

RIAS

RCA Income Assessment Summary

RIS

RCA Institution Summary

RMND

RCA Means Test Details