For many Australians, the journey into the aged care system doesn’t begin with a proactive plan; it starts at the “breaking point”. As a professional navigating this space, I see the same story daily: individuals and families who have tried to do the right thing, hit bureaucratic roadblocks, tried again, and eventually found themselves buried under a “tsunami” of information. By the time they reach out for help, they aren’t just looking for a service — they are looking for a lifeline – whether that is home care or residential care.
Australia has built an aged care system that is, quite frankly, a labyrinth. We’ve created a “garden of obstacles” where every turn reveals acronyms or complex processes. For the everyday Aussie, the emotional toll of seeing a loved one decline is heavy enough. Affordability and accessibility should not be the primary source of anxiety for our seniors. People deserve a clear, visible path to follow, one that prioritises human dignity and prompt access to affordable care services. Until that path is cleared, we must continue to advocate for those lost in the maze.
A couple in their 70s recently wrote in to the Village Voice (where my column appears) seeking clarity on the registration process. To begin, you can register for My Aged Care – the gateway for Commonwealth-funded aged care services, if you are 65+ years or older (50 for Aboriginal/Torres Strait Islander people or those at risk of homelessness). On registration, you will receive an Aged Care (AC) Number. Think of this as your unique ID within the system; it’s vital to keep this at hand, as you will need it for every future contact with My Aged Care.
During your initial call to 1800 200 422, use the opportunity to register and at the same time discuss eligibility, assessment process and available services. If just beginning the journey, ask about entry-level in-home support, such as cleaning, shopping, and gardening, through the Commonwealth Home Support Programme (CHSP). Do consider assessment; if eligible you will receive referral codes to give to service providers to begin these services, at a low-cost contribution rate.
The landscape is shifting. The Federal Government proposes moving CHSP into the Support at Home program, not before July 2027. This transition, affecting 830,000 people, is fraught with danger. The current Senate Inquiry has received 100 submissions from advocates, providers and older people strongly advocating delaying or reconsidering this transition altogether.
Significant issues with Support at Home include assessment and funding backlogs and unaffordability for consumers. People are having to choose between paying for a shower or a meal. Moving CHSP into the Support at Home framework risks destabilising a program that is working well and that people can largely afford.
The Federal Government must stop observing and start acting. It is time to fix the systemic cracks, protect what works, and finally treat older people with the dignity they’ve earned. The baby boomer generation is arriving; if we don’t repair the foundation now, the coming influx will collapse a system already under strain.
This article by Julia McCarthy appeared in the March 2026 edition of Village Voice.