When the Outcome Arrives
After the assessor visits, you will typically receive your outcome letter within 1–2 weeks. It will tell you:
- What services you are approved for — residential care, home care, respite, or a combination.
- Your approved level of care — for home care, this is one of four package levels; for residential, it confirms eligibility.
- Your support plan — a tailored document summarising the assessor's recommendations.
- Key dates — including the 56-day window and any review rights.
Read the letter carefully with your family. Save both the letter and the support plan in a safe place — you will need them when talking to providers.
The 56-Day Service Agreement Window
Once approved, you have 56 days from the date on the approval letter to enter a formal service agreement with a care provider. This applies whether you are starting home care, residential care, or respite.
The 56-day window gives you time to:
- Research and compare providers in your area.
- Visit facilities or meet with home care providers.
- Complete your means assessment (SA457 form) with Services Australia.
- Talk to family, a financial adviser, or an advocate.
- Read and negotiate the service agreement before signing.
Requesting a 28-Day Extension
If you need more time — perhaps a preferred facility has a waitlist, or you are still completing the financial assessment — you can request a 28-day extension, giving you a total of up to 84 days.
To request an extension:
- Contact My Aged Care on 1800 200 422 before your 56 days expire.
- Explain the reason for the extension — examples include waiting for a specific provider, finalising financial arrangements, or unexpected family circumstances.
- Note the new deadline in your calendar and confirm it in writing (email or letter) if possible.
If you cannot act within 84 days, your approval may lapse and you will need to request a new assessment.
Appealing the Assessment Outcome
If you disagree with the assessment outcome — for example, if you were approved for a lower level of care than you expected — you have 28 days from the date of the decision to request a review.
Common reasons to appeal:
- The approved level of care doesn't match the needs that were discussed during the assessment.
- Significant information was missed or misunderstood during the visit.
- The care recipient's condition has changed significantly since the assessment.
- You were not given enough time to explain the full picture.
To start an appeal:
- Call My Aged Care on 1800 200 422 and request a review.
- Contact OPAN (Older Persons Advocacy Network) on 1800 700 600 for free, independent advocacy support through the process. OPAN advocates can help you prepare your case and attend meetings with you.
- Gather any supporting information — GP letters, specialist reports, medication lists, or a diary of difficulties with daily living.
- Keep notes of every phone call and keep copies of every document you send.
Contacts to Save Now
Before anything else, take five minutes to save these details — you will need them over the coming weeks and months.
| Contact | Why you need it |
|---|---|
| Your assessor | Name, phone, and email from the approval letter. Use for questions about the outcome or to arrange a reassessment if needs change. |
| My Aged Care | 1800 200 422 · myagedcare.gov.au — for general queries, extensions, and reviews. |
| OPAN (advocacy) | 1800 700 600 · opan.org.au — free independent advocacy, especially useful for appeals. |
| Services Australia | 1800 227 475 · for the means assessment (SA457) and pension-related questions. |
| Care Finders | Free government-funded support to help navigate the aged care system — ask My Aged Care to connect you. |
Your Next Steps
While the 56-day clock is running, these are the practical things to work on in parallel:
- Complete the means assessment (SA457 form) with Services Australia. This determines your means-tested contribution to care costs. Without it, you will be charged the maximum fees. Lodge it as early as possible.
- Research providers using the My Aged Care provider finder. Shortlist 2–3 that match your location, care needs, and budget.
- Visit shortlisted facilities or meet with home care providers. Our Aged Care Tour Checklist has questions to ask on every visit.
- Get a cost estimate so you know what your contribution will look like before signing any agreement. Use our Cost Calculator or RAD vs DAP Calculator.
- Read the service agreement carefully before signing. Ask questions about anything you don't understand. You can negotiate terms — the first draft is not always the final one.
- Keep your family in the loop. This is a significant decision — having more than one set of eyes on the paperwork and the facility helps everyone feel confident about the choice.