Navigating Aged Care

Accessing aged care services

Understanding Australia’s aged care system can be daunting. Being properly informed can help you make the right decisions for your situation — or your family member’s situation — now and in the future.

The Government’s My Aged Care phone and online service provides comprehensive information about the funding and options available, and what you need to do to access services suitable for you.

There is lots to understand. If you are unsure what to do or what services you need or want, KinCare can guide you through the process.

What is a Home Care Package?

If you want to stay in your own home, but need support with a range of services like cleaning and preparing meals, gardening, assistance with showering, or with transport to attend appointments or go shopping, a Home Care Package may be for you.

There are four levels of Home Care Package, designed to give you the care you need now, but can also be changed if your needs increase later.

Home Care Levels 1 and 2 help people with basic or low level care needs; Levels 3 and 4 help people with intermediate to high care needs.

With over 25 years’ experience helping KinCare customers to get the most out of their home care package, you can be confident that we’ll tailor the perfect plan for you.

Plus we’ll share valuable advice to guide you through the My Aged Care process, every step of the way. Simply call us on 1300 733 510.

Why Choose KinCare?

  • A comprehensive range of services for all package levels
  • A big hearted, knowledgeable team
  • Qualified Customer Care Managers who partner with you
  • 24/7 hour support, including weekends and public holidays
  • Local teams who live in your community
  • National coverage and support

Five Simple Steps to Home Care Package Support

Step 1: Call KinCare today
Step 2: Call My Aged Care
Step 3: Have an ACAT Assessment
Step 4. Receive your Results and Join the Queue
Step 5: Receive your Package and Start Services

Step 1: Call KinCare Today

We’re happy to share what we’ve learned About My Aged Care over the last 25 years and support you every step of the way Call us on 1300 733 510 or Enquire Now for advice specific to you.

Step 2: Call My Aged Care

Call the My Aged Care contact centre to request a home care package on 1800 200 422 or visit They will confirm that you meet the government conditions for aged care funding.

When you call My Aged Care, make sure to have your Medicare card close by. If you are calling for someone else, they will need to give their consent.

Step 3: Have an ACAT Assessment (ACAS in Victoria)

An ACAT assessor, who is an experienced clinician, will visit you at home to discuss your personal circumstances and recommend the right support for you. With your consent they will assess your care needs and eligibility for services and work with you to develop a support plan which addresses your needs, goals and preferences.

Step 4. Receive your Results and Join the Queue

You will receive a letter of approval to let you know whether you are eligible and approved to receive a home care package, and at what level.

You will then be placed in a national priority queue and be contacted when a suitable package becomes available for you.

Your position in the queue will be based on your needs and circumstances as well as the time you have spent waiting for care.

It’s important to understand any costs involved. In some cases, you may need to complete an Assets & Income Assessment. My Aged Care and KinCare can give you information about costs. You will be told if you need a financial assessment.

Handy Hint: you may be asked to contribute to the cost of your package so it’s a good idea to start researching home care fees – we are on hand to guide you through the Centrelink income test. Simply contact us on 1300 733 510

Step 5: Receive your Package and Start Services

Once you reach the top of the queue, you will receive a letter from My Aged Care confirming your package level and unique referral code. This is the perfect time to get in touch with us to design your care plan and select the range of services perfect for you.

If you are unsure about what services you can access, the service finder on the My Aged Care website can help you locate and compare services in your area.

Your assessor and My Aged Care can also help you find a service provider(s) in your local area that meets your needs.

Speak to KinCare about what services and supports can help you. If we don’t have a service you want, we can help you find a suitable provider to support you.

Handy Hint: You have 56 days to start your home care package – often we can start services in just a few working days.

Understanding the Care and Support you Need Right Now

If you, a friend or a family member require immediate assistance to live independently; our Immediate Care Package can help. Particularly if you need support before a Home Care Package becomes available.

Combining the most important services for independent living, the KinCare Immediate Care value packages provide reassuring assistance for six to twelve weeks. Please see for more information.