Demystifying ‘My Aged Care’ letters

A Home Care Package is one form of aged care funding provided by the Australian Government to help older Australians obtain the necessary care to live safely and independently at home.

If you’ve contacted My Aged Care about a funding package, you’ll receive a number of letters from them as you progress through the funding process.

But what do these letters mean? It might seem a bit daunting but KinCare is here to help every way we can.

To make things a little easier for you, we’ve put together a simple guide that explains the importance of each letter and what you need to do next.

Letter 1. The Welcome & Aged Care ID letter

Why did I get it?

You’ll receive this letter after you’ve registered with My Aged Care to apply for a subsidised Home Care Package.

Why is it important?

This letter has your Unique Aged Care ID. Your unique Aged Care ID is linked to your personal details and is used by My Aged Care staff and by KinCare to confirm your identity.

Keep this letter in a handy place. You’ll need to use this ID every time you call the Department or speak with KinCare about using care services and your Home Care Package. If you misplace your ID, call KinCare on 1300 733 510 and we’ll help find it for you.

What happens next?

A professional Aged Care Assessment Team (ACAT or ACAS in Victoria) assessor will visit you at home to discuss what support services will best meet your needs in order to make sure you can access the right care at the right time.

Letter 2. The Approval and Waiting List letter

Why did I get it?

You’ll receive this letter after your home assessment (up to 8 weeks) and if you’re eligible for a Home Care Package.

Why is it important?

In short, this letter explains four key things that you need to know.

  1. It confirms your Home Care Package approval.
  2. It notifies you that you’re now on the waiting list to have your Home Care Package assigned to you.
  3. It may also contain a list of Referral Codes for aged care services. You’ll need the codes to access these services once your Home Care Package is ready to access and use.
  4. Keep this letter and the Referral Codes in a handy place, as you’ll need to use the codes once you have received your funding.

What happens next?

Being on the waiting list can take anywhere from two weeks to two years. Once you’re at the top of the list, you’ll receive a Funding Approval letter. We’ll explain this letter below.

If you need help and support immediately, ask us about KinCare Private Care services. It can help fill the care-gap whilst you wait for your Home Care Package funding.

At this stage you can start looking for care services in your area that you’ll need. It’s a good idea to get in touch with KinCare at this time, as we’ll be happy to help you find the services that suit you best.

Letter 3. The Funding Approval letter

Why did I get it?

This is the letter you’ve been waiting for. It provides confirmation you can now use your Home Care Package, which is great news for you.

Why is it important?

The letter explains the level of Home Care Package you’ve received.

You’ll have 56 days to start using your package. If you need a bit more time, you can ask My Aged Care for a 28-day extension, or KinCare can do it for you.

It’s important to know that if you don’t start using your Home Care Package within the 56-days or before the 28-day extension finishes, your funding package will expire.

If your package does expire, you can call My Aged Care or KinCare to let us know if you still want a Home Care Package, and you’ll be placed back on the waiting list at the end of the queue.

What happens next?

Now that you have your funding, call KinCare on 1300 773 510  and we will arrange for one of our friendly Customer Care Managers to visit you and put together a care plan tailored to suit your individual needs.  If we don’t have a service you want, we can help you find a suitable provider to support you.

You may be asked to pay for part of the care service. The first step is getting a formal income assessment from the Department of Human Services. You can call them on 1800 227 475 for details.

Letter 4. The reminder to use your Funding letter

Why did I get it?

This is a reminder letter for you to choose your care service providers and start using your Home Care Package before the end of the 56-days after you received your funding.

Why is it important?

We don’t want you lose funding, so please call us as soon as you receive this letter, or call My Aged Care, to ask for a 28-day extension.

Working together, we can find the right care services you’ll need. By having an extra 28 days extension, it’ll help remove the worry of losing your funding. Plus, it gives us both the time to match the right care for your needs at home.

What happens next?

Call KinCare on 1300 733 510 or contact My Aged Care immediately and ask for a 28-day extension so you don’t lose your funding. And don’t panic. We can help you find to find the right services to suit your needs so you can start using your Home Care Package.

Letter 5. The service package has expired letter

Why did I get it?

Unfortunately you’ll receive this letter if both the 56-days and the 28-days of extension have lapsed and you haven’t started using your Home Care Package.

Why is it important?

It’s confirmation you no longer have access to your Home Care Package and the funding for care services.

What happens next?

If your package expires, you can call KinCare on 1300 733 510 or contact My Aged Care to let them know if you still want a Home Care Package. Once you’ve called, you’ll be placed back on the waiting list for the next available package.

We’ll be there to help walk you through the funding approval process.

If you need help and support immediately, ask us about our Private Care Services. It can help fill the care-gap whilst you wait for your Home Care Package funding.

We’re here to help

Applying for a Home Care Package can be daunting exercise. That’s where we can help. We’re always happy to explain the 5 Step Process to apply for a Home Care Package. View the 5 steps here or call us on 1300 733 510.


Still need help?

If you’re not sure what to do next, call one of our friendly team members on 1300 773 510, we’re here to help.