Waiting for your Home Care Package to be assigned or just received your allocation letter?

Wherever you are in the process, there’s a lot you can do to feel informed, prepared and confident.

This guide walks you through every step - from what to do while you wait, to how to get started once your package is assigned.

Preparing While You’re Waiting

Even if your Home Care Package hasn’t been assigned yet, there are several important actions you can take to be ready.

Confirm Your Details

Ensure My Aged Care has your most current contact information, including your phone number, email, mailing address and details of any support person or representative. You can update your information by calling 1800 200 422 or logging in via myGov.

Complete Your Income Assessment

Depending on your financial situation, you may be required to pay an income-tested care fee. Check if you need to complete an income assessment through Services Australia. Completing this early will help avoid delays when your package becomes active.

Access Free Advocacy & Support

If you need assistance understanding the aged care system, comparing providers, or making decisions, contact the Older Persons Advocacy Network (OPAN) for free, independent, and confidential support. Call 1800 700 600 or visit the OPAN website.

Continue Receiving Support

If you are currently receiving care services through the Commonwealth Home Support Programme (CHSP) services, you can continue to use them until your Home Care Package begins.

Research Approved Home Care Providers

Choosing the right provider is important - you want someone who listens, supports your independence, and respects your goals. When comparing providers, look for:

• Transparent pricing and low management fees

• Personalised services that meet your needs

• Flexibility and open communication

• A strong track record of customer care

Tip: Use the My Aged Care Provider Comparison Tool to explore your options.

Consider Burnie Brae as Your Provider

With over 40 years of experience, Burnie Brae is a trusted not-for-profit provider dedicated to helping you live safely and independently at home. Our team listens carefully and works with you to create care that suits your needs. Learn more

Gather Your Important Documents

Having your paperwork ready will make it easier to set up services when your package is assigned. Be sure to gather:

• Medicare or DVA card details

• Your GP’s contact information

• A current list of medications

• Legal documents (e.g. Power of Attorney, Advance Care Directive)

Know Your Consumer Rights

As a Home Care Package recipient, you have the right to choose your provider, understand your care fees, and access a clear complaints process. Being informed helps ensure your care is respectful and fair.

When Your Package Is Assigned

Once your Home Care Package is ready, you will receive an allocation letter from My Aged Care.

Understand Your Allocation Letter

You’ll receive an allocation letter from My Aged Care confirming that your Home Care Package has been assigned.

This means your government-funded care is ready to use and you’re ready to begin accessing personalised care and services tailored to your needs, lifestyle and goals.

Note: this letter is different from your Approval Letter, which confirmed your eligibility and placed you on the waitlist.

Aged Care Package Level & Referral Code

The letter will also tell you what level of package you’ve been assigned (Level 1, 2, 3 or 4 package), depending on the amount of support you need.

You’ll receive a referral code - a unique number that allows your chosen approved provider (like Burnie Brae) to access your details and begin setting up your services.

Choose a Home Care Provider

You have 56 days to select a provider and sign your Home Care Agreement. Extensions of 28 days can be requested if necessary.
If you need assistance, Burnie Brae can help you compare providers and make an informed choice.

Meet Your Care Partner & Create Care Plan

After choosing a provider, you’ll meet your Care Partner for a face-to-face visit to discuss your lifestyle, preferences, and goals.
Together, you will create a personalised Care Plan tailored to your needs.

Review Your Home Care Agreement

Before services begin, carefully review your Care Plan, budget and service fees. If you have questions or concerns, OPAN offers free, independent advice and support.

Support Throughout Your Journey

Starting a Home Care Package can feel overwhelming, but support is available every step of the way.

Burnie Brae’s experienced team is here to help you understand your options, navigate the process, and make decisions that suit your needs and goals.

For more information or personalised assistance, visit our Home Care resources or contact our friendly team.