How to use your Online Account

NARRATOR: Welcome to your My Aged Care Online Account.

If you’re a My Aged Care client or support someone who is, this video guide is for you.

We’ll walk you through what you can see and do in your Online Account.

Your Online Account can help you manage your own care, or the care of someone you look after.

You can update your personal information, print out referrals to services, see waiting times for your Home Care Package, upload documents to appoint support people, see if you’ve been approved for services, and more.

Before we begin, you’ll need to make sure you have a myGov account, have registered with My Aged Care, and have linked your My Aged Care Online Account to your myGov account. You will only need to do this once.

For more information about setting up your Online Account, visit the “Access your Online Account” page
on the My Aged Care website.

To access your Online Account, you will need to sign in through myGov. Enter your username and password. You may be asked to answer a secret question or enter a security code.
The security code will be sent to you either by SMS or on your myGov app, depending on what sign-in options you’ve set up. If you have any trouble, call the myGov helpdesk on 13 23 07.

After signing in to myGov, click the 'My Aged Care' tile to access your Online Account. If you can’t see this, click 'View and link services'.

From there, you will need to scroll to Link a service’. Select 'My Aged Care' from the list and follow the instructions.

You will be asked for an identification number when you first sign in. This can be your Aged Care ID, your Medicare number, your Veterans card number, or your Centrelink customer reference number.

Once you’re on your Online Account home screen, you will see a number of coloured tiles. Each tile holds information about you and your involvement with My Aged Care. Click a tile to open and view that section.

Let’s start with 'Your summary'. The 'Your Summary' page provides an overview of your account. It includes a tracker that shows where you are up to and what you may need to do next. Below the tracker you will find more information about assessments that you've had and any services that you’ve been found eligible for.

If a referral has been made to a service provider, you can see if they have accepted it here. If you’ve been approved for a Home Care Package or received any letters in relation to your Home Care Package, you will see a link that reads ‘View Home Care Package letters’. You will also be able to view your expected wait times in this section.

To go back to your home screen, click ‘Home’ on the top left of the webpage.

You may notice different icons throughout your Online Account. These icons allow you to look at things in more detail, print out information or documents or even update your information.

Your profile.

The 'Your profile' page allows you to update your personal details or change how you're contacted by My Aged Care. Click the pencil icon next to anything you wish to change. This includes whether you wish to be notified of important matters by email or SMS. Once you've made your changes, remember to save them.

Interactions with My Aged Care.

On the 'Interactions with My Aged Care' page, you can use the drop-down menu to help find interactions you've had with My Aged Care, whether they were phone calls, web enquiries, letters, or any other type of interaction.

Documents.

The 'Documents' page allows you to view and track the progress of important documents you've sent to My Aged Care, such as legal documents, medical information or diagrams, and other relevant documents such as a completed form to appoint a support person. You can also upload documents to support pending submissions and see the documents you’ve previously uploaded here and whether they have been processed by My Aged Care.

Plans.

On the 'Plans' page, you can view your current and previous support plans once they're complete, including care arrangements agreed to between you and your assessor. Under 'Assessment history', you will find your support plans, including any recommendations for services.

Services.

The 'Services' page provides an overview of the services you're currently receiving through My Aged Care, as well as past and pending services. You can also generate and reactivate referral codes for recommended services. If you have someone who supports you, they can also generate and reactivate referral codes and present them to service providers who will use the codes to look at your details and decide whether to accept the referral.

Current care approvals.

The 'Current care approvals' page will show you the types of care that you're eligible for, such as a Home Care Package. If you’ve been approved for a Home Care Package, you will be placed in the national priority system until a package becomes available to be assigned to you. You can choose whether you want to stay in the system for a Home Care Package or not by selecting 'Change home care seeking services preference'. Make your choice and then select 'Save'.

Support networks.

The 'Support networks' page lists the people who support you, such as representatives, agents, and emergency contacts. This page also lists the people you support and provides a history of relationships that have ended or have been declined. You can request a support relationship, such as a representative,
using the 'Create relationship' button at the top of the page. You can also remove a relationship
using the red icon on the tile. If you are a support person, such as a representative, you can see the information of the person you are supporting on this page in the ‘People I support’ tab. You can operate their Online Account as if it were your own, by selecting their name.

Notifications.

The 'Notifications' page shows when SMS or email alerts have been sent from My Aged Care to you. These notifications could be to confirm that you've been registered with My Aged Care, that you've been approved for services, that the status of a support relationship has changed, or that a document has been processed.

Reports.

The 'Reports' function allows you to view and print reports that you or your support person have made. When you are done using your Online Account, remember to return to myGov and click the ‘Sign out’ button. Doing this keeps your information safe and protects your privacy. We hope this guide helps you to be more comfortable and confident using your Online Account. You can find detailed instructional guides on the My Aged Care website by visiting myagedcare.gov.au/how-to-use-my-online-account

If you want to develop your computer skills, you can find guidance on the Be Connected website. Visit beconnected.esafety.gov.au.

None of the names or account details in this video belong to real people. Any similarity is purely coincidental.

For more information on My Aged Care, visit myagedcare.gov.au or call 1800 200 422.