Step 2.4

How do I get a My Aged Care client record?

To get a My Aged Care client record

If you are the client – and you are looking for aged care for yourself - that’s easy, just continue reading ‘How to get a client record’ below.

If you are not the client

If you are not the client – for example, a spouse or friend calling on behalf of the client - you will need to show that you have the person’s permission to act on their behalf.  See 2.2 Legal permission to act on someone’s behalf

If the person who is the client is there with you, they can give their verbal permission to get the process started.

If the client has dementia or other another health issue that limits their ability to understand the process or give permission, you will need to have legal permission to act on their behalf 2.3 Legal permission to act on someone’s behalf.

How can I get a client record?

1. Call the My Aged Care Contact Centre yourself

You can phone the My Aged Care contact centre directly on 1800 200 422.  It is staffed by real people, who will answer the phone, ask you some questions and take you through the process of creating a client record.

The My Aged Care contact centre is open from 8am - 8pm Monday to Friday and from 10am - 2pm Saturday, everywhere in Australia.

2. Ask someone from an aged care home (nursing home) to help you

If you have already started talking to an aged care home (nursing home) that you are interested in, a staff member from that home may also help you set this up.

What to expect

In the aged care system, the person who needs the care is referred to as ‘the client’.

An explanation of the process

The My Aged Care Contact Centre staff member will explain the process they will undertake with you and ask for your permission to create a client record.  If you creating a client record on behalf of someone else, that person will need to give their permission or you will have to provide other evidence that you have permission to do so.

You will need to provide some personal information about the client, including:

  • full name
  • address and contact details


  • medicare number 
A series of questions

The My Aged Care Contact Centre staff member will ask some questions and conduct a simple screening process over the phone to get a basic understanding of your situation and needs.

The questions will include:

  • any current or future health concerns
  • how well you are managing at home with your daily life
  • any safety concerns you have such as fainting or falling or security at home or concerns about abuse


  • any forms of support or help you currently have in place

The process of creating your client record could take up to 30 minutes or so.

A referral for an assessment of your needs

You will need to have an assessment by a specially trained person to work out which types of services will best meet your needs.  You need to have this assessment before you can access any aged care services. 

Types of assessment

There are two main types of assessment you can be referred for.  See Tab 3: Getting assessed

Home support assessment

This is to identify what kinds of services might help you to stay independent and well at home.   This kind of assessment will be recommended if you have less intensive support needs and could manage by getting some straightforward help at home.

Comprehensive assessment

This is for people with more complex support needs at home or who may need to move to an aged care home (nursing home).  This assessment needs to be done by an Aged Care Assessment Team (ACAT) - or an Aged Care Assessment Service (ACAS) - if you are in Victoria.  It is usually referred to as an ACAT or ACAS assessment.

The result
  • Your basic client record will be created during this first contact with the My Aged Care Contact Centre.   From here onwards, your client record will become the central file for all your details and interactions with the aged care system.
  • You will be given your client number.


  • You will be advised of the next steps – usually this will be your referral to have the assessment see Tab 3: Getting assessed
Why do I need a My Aged Care client record? 

Every client looking for a Commonwealth subsidised aged care service needs to have a client record. Having a client record ensures the information remains consistent and helps prevent you from having to repeat your details over and over.

The client record is created on the Government’s My Aged Care website.  It contains all your relevant details in one central location, including:

  • details about you and your carer(s)
  • your assessed care needs
  • your support plans


  • information about the services you receive
Access to your record

You and your carer or other representative can view and access your record, including updating personal details, reviewing your support plan and tracking the progress of referrals, using your myGov account.  

Aged care service providers and assessors access your record through their own separate ‘portals’.

My Aged Care states that all personal information will be collected, used and disclosed with appropriate privacy consents and notifications, in compliance with relevant privacy laws. You can read the privacy provisions published by My Aged Care here

Have a question? Open our discussion forum

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A special thanks to our contributors

Caroline Egan

DCM Media, agedcare101

Caroline has a wealth of experience writing within the retirement and aged care sector and is a contributing journalist for the and agedcare101 blog and accompanying newsletters.

Ian Horswill


Ian is a journalist, writer and sub-editor for the aged care sector, working at The DCM Group. He writes for The Weekly Source, agedcare101, and the DCM Institute fortnightly newsletter Friday. Ian is in daily contact with CEOs of retirement living, land lease and the aged care operations and makes a new contact every week. He investigates media releases, LinkedIn and Facebook for a good source for ideas for stories.

Lauren Broomham

Retirement and Aged Care Journalist

Lauren is a journalist for, agedcare101 and The Donaldson Sisters. Growing up in a big family in small town communities, she has always had a love for the written word, joining her local library at the age of six months. With over eight years' experience in writing and editing, she is a keen follower of news and current affairs with a nose for a good story.

Jill Donaldson


Jill has been practicing as a clinical physiotherapist for 30 years. For the last 13 years she has worked solely in the Aged Care sector in more than 50 metropolitan and regional facilities. Jill has also toured care facilities in the US and Africa and is a passionate advocate for both the residents in aged care and the staff who care for them. She researches and writes for DCM Media.

Chris Baynes

DCM Media, agedcare101

Chris has been a journalist and publisher in the retirement village and aged care sectors for 11 years. He has visited over 250 retirement villages and 50 aged care facilities both within Australia and internationally. Chris is a regular speaker at industry conferences plus is a frequent radio commentator.

Annie Donaldson

Nurse and Carer

Annie has a long career in both nursing and the media. She has planned and co-ordinated the medical support from both international TV productions and major stadium events. In recent years she has been a primary family carer plus involved in structured carer support.