Overview
The Australian aged care system requires you to work through a set sequence of government steps before a person can move into a residential aged care facility. The process is managed by — the federal government’s central entry point — and involves two separate agencies: the for clinical eligibility, and for the financial assessment.
The nine steps below describe the standard pathway for residential aged care. The process typically takes 8–16 weeks from first contact to move-in day, though it can be compressed to as little as 1–2 weeks in urgent situations.
Steps 5 and 6 run concurrently with steps 3–7. You do not need to wait for the financial assessment to complete before researching providers or arranging tours. Start the means assessment as soon as possible to avoid delays later.
If you want to track your own progress through these steps and save your document checklists, create a free account to use the My Journey tracker.
Step 1 — Register with My Aged Care
Timeframe: 1–2 days
The first step is to register with . Call 1800 200 422 or register online at myagedcare.gov.au. This creates a record for the person needing care and starts the assessment pathway.
When you call, you will be asked for the person’s Medicare details, date of birth, and a brief description of their current care needs. You can call on behalf of someone else — let the operator know, and they will add you as a representative. Representatives can manage the journey and receive correspondence on the person’s behalf.
If the person is currently in hospital, say so when you call. This can trigger a faster assessment pathway, including a potential bedside ACAT assessment.
Documents to have ready
- Medicare card
- Proof of identity (driver’s licence or passport)
- GP contact details
- Brief notes on current care needs and daily difficulties
Step 2 — RAS Phone Screening
Timeframe: 1–4 weeks
After registration, My Aged Care will arrange a phone call with a worker. This is a screening call — not a formal assessment — to understand the level of care needed. The RAS worker will ask about daily activities, current health conditions, and what support is already in place.
Based on this call, the RAS worker will either:
- Recommend services if lower-level help at home is appropriate
- Refer the person for a full if residential care or a higher-level may be needed
Answer questions honestly and thoroughly. The screening call shapes what happens next. If you feel the person’s needs are being underestimated, politely ask what criteria would trigger an ACAT referral.
Documents to have ready
- Medicare card number (for reference)
- GP contact details
- List of current medications and medical conditions
- Notes on daily difficulties (dressing, showering, cooking, mobility)
Step 3 — ACAT Assessment
Timeframe: 4–8 weeks (can be faster if urgent)
The is the formal clinical assessment that determines eligibility for residential aged care. It is conducted face-to-face by a multidisciplinary team — typically a nurse and social worker — at home, in hospital, or at another agreed location. The assessment usually takes 1–2 hours.
The ACAT team will assess:
- Physical health and functional capacity (mobility, continence, cognition)
- Daily living activities (showering, dressing, meal preparation)
- Social circumstances and support network
- Psychological and emotional wellbeing
Bring a support person — a family member, carer, or trusted friend. They can help communicate the person’s needs and ask questions you might not think of. If the person has an document, bring a copy.
Prepare a written list of difficulties before the assessment. ACAT assessors see many people and form impressions quickly. A concise written summary of daily challenges — with specific examples — ensures nothing important is missed.
After the assessment, the ACAT team will recommend an approved care type. For residential aged care, you will receive a formal approval letter from My Aged Care within 1–2 weeks. This letter is valid for 12 months and can be renewed.
Documents to have ready
- Medicare card
- GP referral letter (if obtained)
- List of current medications and medical conditions
- Enduring Power of Attorney documents (if applicable)
- Contact details for existing care providers or allied health professionals
Step 4 — Receive Your Support Plan
Timeframe: 2–4 weeks after ACAT assessment
Following the ACAT assessment, will send a formal support plan by post and make it available in your My Aged Care online account. The support plan documents the assessed care needs, the types of care approved, and any specific recommendations from the ACAT team.
Read the support plan carefully. Note the ACAT reference number — you will need it when approaching residential care providers. If anything in the plan seems incorrect or incomplete, you can request a review by calling My Aged Care.
Start researching providers now. You do not need to wait for the financial assessment (steps 5–6) to begin shortlisting facilities. Most families visit 3–5 homes before making a decision. Use our provider search to compare facilities near you.
Documents to have ready
- ACAT approval letter (received following the assessment)
- ACAT reference number (printed on the approval letter)
- Current postal address for correspondence
Step 5 — Submit the Means Assessment
Timeframe: Submit as early as possible — processing takes 4–8 weeks
The is a separate financial process run by . It determines how much the resident will contribute toward care fees (the ) and accommodation (the or ).
Submit the to Services Australia as early as possible — ideally at the same time you are awaiting ACAT approval. Download the form from servicesaustralia.gov.au/sa457. The form asks for details of all income and assets.
If you are already receiving the Age Pension, some information will be pre-filled. However, you still need to declare all assets including property, superannuation, and investments.
Get an estimate before you submit. Our cost calculator uses the same government formulas to give you a personalised fee estimate. This can help you plan before the official assessment result arrives.
Documents to have ready
- SA457 form (download from Services Australia)
- Bank account statements — all accounts, last 30 days
- Superannuation statements (most recent)
- Shares and managed fund statements
- Property valuation or mortgage statement (if applicable)
- Income documents (pension letters, payslips, rental income)
- Trust deed and financial statements (if applicable)
Step 6 — Receive Your Fee Letter
Timeframe: 2–4 weeks after submitting SA457
After processing the , issues a fee letter by post. This letter confirms:
- Your — the daily variable fee toward care costs
- Whether you will pay the full or for accommodation, or the lower if you have been assessed as low-means
- The rate (the same for everyone)
Check the fee letter carefully against your own financial records. If you believe a figure is incorrect, contact Services Australia to request a review. You can also use our fee estimator to cross-check the calculation.
Documents to have ready
- Fee letter from Services Australia (mailed to your nominated address)
- SA457 submission reference number
Step 7 — Shortlist and Apply to Facilities
Timeframe: Ongoing — run parallel to steps 5–6
With ACAT approval in hand, you can approach residential aged care facilities directly. Most families shortlist 3–5 providers, arrange tours, and submit applications to multiple facilities simultaneously. There is no government-mandated waiting list system for residential care — each provider manages their own availability.
When comparing facilities, look beyond star ratings. Consider:
- Location — proximity to family and friends matters significantly for wellbeing
- Specialisations — dementia care, palliative care, cultural or language preferences
- Room types — single vs shared rooms, en suite vs shared bathroom
- prices and additional service fees
- Staffing ratios and care minutes data
- Food quality and resident experience ratings
Use our provider search to compare facilities in your area with government quality data, star ratings, and accommodation pricing.
Documents to have ready
- ACAT approval reference number
- Support plan documentation
- Means assessment result / fee letter (if received)
- Medical summary from GP (many facilities require this for application)
Step 8 — Sign the Resident Agreement
Timeframe: 1–2 weeks before move-in
Once a facility has a place available and you have decided to proceed, you will be asked to sign a . This is a legally binding contract that covers all fees, services, payment arrangements, and the resident’s rights.
Take your time. You have the legal right to seek independent legal advice before signing, and the facility cannot pressure you into signing immediately. Read the agreement carefully, and specifically confirm:
- The accommodation price and whether you are paying a , , or a combination
- The notice period required to leave the facility
- What services are included and what costs extra
- The process for fee reviews and increases
- Refund terms for the RAD if the resident passes away or leaves
If someone is signing on behalf of the resident, you will need a valid document.
Documents to have ready
- Draft Resident Agreement (provided by the facility for review)
- Enduring Power of Attorney documents (if signing on behalf of the resident)
- Fee letter confirming RAD or DAP payment method
- Solicitor contact details (independent legal review is recommended)
Step 9 — Move In
Timeframe: Move-in day
Once the Resident Agreement is signed and a move-in date is confirmed, the focus shifts to the practical transition. Coordinate with the facility on arrival time, what to bring, and what the first days will look like. Most facilities have a transition support team who will help the resident settle in.
Settling in takes time. Research consistently shows that the adjustment period for residential aged care is typically 4–8 weeks. Frequent visits from family during the first weeks make a significant difference. Read our guide on the first 8 weeks for what to expect and how to help.
Documents and items to have ready
- Signed Resident Agreement
- Medicare card and pension/concession card
- Bank account details for fee direct debit setup
- Current medications — minimum one week’s supply
- GP referral letter or medical summary for continuity of care
- Personal items: clothing, toiletries, photographs, familiar objects
Label everything. Personal clothing, toiletries, and belongings are commonly misplaced in shared laundry facilities. Bring an iron-on labelling kit or arrange for the facility’s labelling service before move-in day.
You have completed the process. The journey does not end here — maintaining regular involvement in your loved one’s care leads to better outcomes. Know your rights as a family member: you can request care conferences, review care plans, and raise concerns with the if needed.