Navigating My Aged Care for the first time can feel like learning a new language, especially when you are managing it alone. This guide walks over-60 Victorians through registering with My Aged Care, understanding the difference between the Commonwealth Home Support Programme and Home Care Packages, and facing the waiting time reality honestly — so you know what to expect and what to do while you wait.
Why My Aged Care exists and who it is for
My Aged Care is the Australian Government's central entry point for aged care services. It is designed for older Australians who need some support to keep living at home safely and independently, or who are considering residential care. For Victorians aged 65 and over — or 50 and over for Aboriginal and Torres Strait Islander people — it is the starting point for almost every government-funded home support service.
If you are managing a household alone, as many women in their late sixties and beyond do, the system can feel designed for someone with a team behind them. It is not. Plenty of people navigate it entirely by themselves, and this guide is written with that in mind. The key is understanding the two main home support streams — the Commonwealth Home Support Programme and Home Care Packages — and knowing that you do not need to choose between them before you pick up the phone.
It is also worth knowing that My Aged Care is undergoing its most significant structural change in years. The Support at Home programme, being phased in from mid-2025, will eventually consolidate both streams. If you are starting the process in 2026, ask My Aged Care directly how the transition applies to your situation, and check the official website for the latest programme details.
How do I register with My Aged Care to get help with cleaning and shopping at home?
Registering with My Aged Care is straightforward, and you can do it two ways: online or by phone. To register online, go to myagedcare.gov.au and use the 'Register' function. You will need your Medicare card. Alternatively, you can call 1800 200 422 — the line is open Monday to Friday, 8am to 8pm, and Saturday, 10am to 2pm (AEST). Phone registration is often easier if you are not comfortable with online forms, and the staff are accustomed to walking callers through the process step by step.
During registration, you will be asked about your current situation: what tasks you are finding difficult, whether you have anyone helping you, and what your general health and living arrangements look like. You do not need to have answers prepared in detail — speak plainly about what is hard. If getting the cleaning done has become a genuine struggle, or if the weekly shopping is wearing you out, say so. That information shapes what kind of assessment you are referred to.
After registration, My Aged Care will refer you for an assessment. Depending on your needs, this will be either a Regional Assessment Service (RAS) assessment for entry-level support, or an Aged Care Assessment Team (ACAT) assessment for more complex or higher-level needs. An assessor will contact you to arrange a time — usually a home visit, though phone or video assessments have also become more common. You are entitled to have a support person present, whether that is a friend, a family member, or a community worker.
What is the difference between the Commonwealth Home Support Programme (CHSP) and a Home Care Package?
The Commonwealth Home Support Programme (CHSP) is the entry-level stream. It is designed for people who need a small amount of help with specific tasks — things like cleaning, personal care, meal preparation, transport to appointments, or social activities. CHSP services are delivered by approved local providers, and the government subsidises most of the cost. You typically pay a modest contribution toward each service, though the exact amount varies by provider and service type. Always confirm current fees directly with your provider or through myagedcare.gov.au.
A Home Care Package is a more substantial, coordinated package of funding that sits across four levels — Level 1 (basic care needs), Level 2 (low-level care needs), Level 3 (intermediate care needs), and Level 4 (high-level care needs). Rather than funding individual services separately, a Home Care Package pools a government subsidy into a budget that you direct, with an approved provider managing the administration. This gives you more flexibility to mix services — perhaps some help around the house, some nursing support, and some social connection — in a way that suits your life rather than a fixed menu.
The practical difference comes down to volume and coordination. If you need help with one or two tasks occasionally, CHSP is likely the right fit. If your needs are more layered — say, you need regular help at home plus some allied health support and transport — a Home Care Package offers a more coherent solution. That said, many people start on CHSP while waiting for a Home Care Package to be assigned, which is a sensible and common path. The two are not mutually exclusive during the transition period, though the rules around this are evolving under the Support at Home programme, so confirm current arrangements with My Aged Care.
Understanding the assessment process: what actually happens
Once you are registered, the type of assessment you receive depends on your level of need. A Regional Assessment Service (RAS) assessment covers CHSP-level support. An ACAT (Aged Care Assessment Team) assessment is required for Home Care Packages at any level, as well as residential care. If your needs are unclear at the point of registration, My Aged Care staff will help determine which assessment pathway is appropriate.
The assessment itself is a conversation, not a test. An assessor — usually a nurse, social worker, or allied health professional — will talk with you about what you can manage well and what has become difficult. They look at your physical health, your daily routines, your home environment, and your support network. Being honest and specific helps. If you are managing, but only just, and certain days are much harder than others, explain that. Assessors are trained to hear what is behind the words.
After the assessment, you will receive a written outcome letter explaining what you have been approved for. If you are approved for a Home Care Package, you will be placed in a national queue. If you are approved for CHSP, your My Aged Care record will show which services you are eligible for, and you can then search for local providers through the myagedcare.gov.au 'Find a provider' tool. Keep a copy of all correspondence — it is useful reference material when you are speaking with providers or following up on your status.
How long is the current waiting list for a Level 2 or Level 4 Home Care Package in Victoria?
This is one of the most common and most important questions people ask — and it deserves an honest answer. Wait times for Home Care Packages in Australia have historically been significant, particularly for Level 3 and Level 4 packages. They vary depending on the level approved, the current national queue, and how the rollout of the Support at Home programme is affecting allocations. The Department of Health and Aged Care does not publish a single fixed wait time, because the queue moves and individual circumstances differ.
The most reliable way to understand your current position is to check the My Aged Care website at myagedcare.gov.au, where the government publishes indicative waiting times by package level. You can also call 1800 200 422 and ask for your queue position and an indicative wait for your approved level. Do this regularly — circumstances do change, and staying informed means you are ready to move when a package is assigned.
While you are waiting, there are practical steps worth taking. If you are eligible, you can access CHSP services in the interim — this is not uncommon and does not affect your place in the Home Care Package queue. You can also research approved Home Care Package providers in your area now, so that when your package is assigned, you are not starting from scratch. The Aged Care Quality and Safety Commission's website at agedcarequality.gov.au publishes information about approved providers. And if your needs change significantly while you are waiting, contact My Aged Care to discuss whether a reassessment is appropriate.
Costs, contributions, and what 'means-tested' actually means
Government-funded aged care services are not entirely free for most people, but they are substantially subsidised. For CHSP, you typically pay a contribution toward each service — for example, a contribution per cleaning session or per transport trip. These amounts are set by providers within government guidelines. For Home Care Packages, a means-tested care fee may apply based on your income and assets, in addition to a basic daily fee. The Department of Health and Aged Care publishes current fee information on the myagedcare.gov.au website, and these figures change periodically.
Rather than quoting specific dollar amounts here — which date quickly — the best approach is to use the fee estimator tool on the My Aged Care website, and to confirm costs directly with any provider you are considering. If you are uncertain how the fee structure applies to your personal financial situation, a financial information officer through the government's free aged care financial information service can help. Services Australia provides this — visit servicesaustralia.gov.au for details. For more complex financial decisions, a licensed financial adviser with aged care expertise is worth consulting.
It is also worth noting that some concession card holders and pensioners may have reduced fees or different thresholds. Do not assume you know your position without checking — the rules are detailed and the official sources are the safest reference point.
Practical tips for navigating the system on your own
Doing this alone is entirely possible, and many people do. A few habits make it easier. Keep a simple notebook or folder — physical or digital — with your My Aged Care reference number, the date of your registration, your assessment outcome, and notes from any calls you make. When you call My Aged Care, note the date, the name of the person you spoke with, and what was discussed. This record becomes useful if there is ever a discrepancy or if you need to follow up.
If English is not your first language, or if you would feel more comfortable discussing your needs in another language, My Aged Care offers interpreter services through the national Translating and Interpreting Service (TIS). You can request this when you call. There is no additional charge. For Italian-speaking Victorians, a number of community organisations also provide aged care navigation support — your local council or the Italian community services network may be able to point you toward someone who can sit with you and help translate the paperwork into plain language.
Do not hesitate to ask questions at every stage. If an assessment outcome does not reflect your situation, you have the right to request a review. If a provider is not delivering what was agreed, the Aged Care Quality and Safety Commission handles complaints at agedcarequality.gov.au or by phone on 1800 951 822. The system has accountability mechanisms — knowing they exist is part of navigating it well.
Key takeaways
- Register with My Aged Care online at myagedcare.gov.au or by calling 1800 200 422 — you only need your Medicare card to start.
- The Commonwealth Home Support Programme covers entry-level help with specific tasks; Home Care Packages fund a coordinated, flexible bundle of support across four levels of need.
- Wait times for Home Care Packages vary by level and change over time — check your queue position directly through My Aged Care rather than relying on general estimates.
- You can access CHSP services while waiting for a Home Care Package to be assigned, and this does not affect your place in the queue.
- The Support at Home programme is being phased in from mid-2025 and will eventually replace both CHSP and Home Care Packages — ask My Aged Care how the transition applies to your assessment.
- For decisions about fees, contributions, or financial planning in aged care, seek guidance from Services Australia's free financial information service or a licensed aged care financial adviser.
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Frequently asked questions
How do I register with My Aged Care to get help with cleaning and shopping at home?
You can register with My Aged Care online at myagedcare.gov.au or by calling 1800 200 422 (Monday to Friday 8am–8pm, Saturday 10am–2pm AEST). Have your Medicare card ready. During registration, describe the tasks you are finding difficult — cleaning, shopping, and similar — and you will be referred to the appropriate assessment pathway. An assessor will then contact you to arrange a home visit or phone assessment to determine what services you are eligible for.
What is the difference between the Commonwealth Home Support Programme (CHSP) and a Home Care Package?
The Commonwealth Home Support Programme (CHSP) provides entry-level, government-subsidised help with specific tasks such as cleaning, transport, or personal care, and is suited to people who need occasional or limited assistance. A Home Care Package is a higher level of support that pools government funding into a flexible budget — across four levels of need — which you direct with an approved provider to cover a coordinated mix of services. CHSP suits simpler, lower-volume needs; a Home Care Package suits more complex or layered needs. Many people use CHSP while waiting for a Home Care Package to be assigned.
How long is the current waiting list for a Level 2 or Level 4 Home Care Package in Victoria?
Wait times for Home Care Packages are not fixed and vary by package level, the national queue at any given time, and how the Support at Home programme transition is affecting allocations. The Department of Health and Aged Care publishes indicative waiting times on the My Aged Care website at myagedcare.gov.au. To find out your specific queue position, call My Aged Care on 1800 200 422 and ask directly. If your needs change significantly while waiting, contact My Aged Care to discuss whether a reassessment is appropriate.
Can I use CHSP services while waiting for a Home Care Package?
Yes. It is common and encouraged to access Commonwealth Home Support Programme (CHSP) services in the interim while you are waiting for a Home Care Package to be assigned. Using CHSP does not affect your place in the Home Care Package queue. Confirm current arrangements with My Aged Care, as the rules are evolving under the Support at Home programme transition.
What is the Support at Home programme and does it affect me?
The Support at Home programme is a new Australian Government aged care programme being phased in from 1 July 2025 to eventually replace both the Commonwealth Home Support Programme and Home Care Packages. If you are registering with My Aged Care or are already waiting for a package in 2026, ask My Aged Care directly how the transition applies to your assessment and entitlements. Check the latest details at myagedcare.gov.au, as programme details continue to be updated.
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- My Aged Care — Australian Government
- Commonwealth Home Support Programme — Department of Health and Aged Care
- Home Care Packages Programme — Department of Health and Aged Care
- Support at Home Programme — Department of Health and Aged Care
- Aged Care Quality and Safety Commission
- Services Australia — Aged Care
- Carer Gateway
