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A major national review has found that My Aged Care the central entry point for aged care services in Australia is failing to meet the needs of older people, leaving many unable to access essential support.
The Inspector-General of Aged Care’s final report into the system has exposed deep structural flaws, describing My Aged Care as too complex, poorly understood, not fit-for-purpose, and inequitable for people from diverse backgrounds or those with complex needs.
System “too hard to navigate”
The review found that older Australians consistently struggle with the platform due to confusing navigation, overwhelming information, limited in-person support and lack of awareness of how to use the system.
Extra barriers exist for people in rural and remote communities and poor accessibility for culturally diverse communities and those with limited digital skills. For many older people, the system is designed to be the “front door” to aged care but is instead an obstacle.
Advocates say the results confirm what older people have been reporting for years
Craig Gear, CEO of the Older Persons Advocacy Network (OPAN), said the findings reflect what advocates hear every day from older people struggling to get help.
“The report’s message is clear My Aged Care is failing too many older people, who are left unable to navigate and access the support they need, when they need it.”
OPAN contributed anonymised data to the review, the first time the Inspector-General has used its information-request powers showing how widespread the navigational problems are.
Barriers even higher in regions like the Hawkesbury
The Hawkesbury community includes a large older population, many of whom live in rural outskirts or villages with limited access to face-to-face government services. Advocates say this amplifies the challenges identified in the national report, because:
- digital literacy barriers are higher in older rural communities
- service access is limited by distance and lack of public transport
- poor phone coverage can make contacting My Aged Care difficult
- the system is not designed for people who prefer in-person conversations
Many older Hawkesbury residents have told the Gazette they rely heavily on family, neighbours or community workers just to interpret My Aged Care instructions a sign the system is not functioning as intended.
Reform urgently needed
The Inspector-General’s report calls for major changes, including:
- improving public awareness about how the system works
- simplifying the process and reducing complexity
- establishing more in-person access points
- ensuring equitable access for people from diverse backgrounds
- enabling easier comparison of services and pricing
The recommendations are welcomed and essential to creating an aged care system that is accessible, fair and respectful.
“Australia has an ageing population,” Gear said. “It is crucial that points of access to aged care cater to the needs of all older people, particularly those from diverse backgrounds and in remote locations.”
Changes started but major gaps remain
The federal government has made some updates to the My Aged Care website following the introduction of the new Aged Care Act. However, older people continue to report difficulty:
- locating providers
- comparing prices
- understanding eligibility pathways
- knowing what level of support, they can receive
Where to get help in the Hawkesbury
"As someone who has recently navigated the MyAged Care system for my mum, I appreciate how challenging the process can be particularly with the most recent changes coming into effect only a month ago." says Susan Templeman MP
Your GP is also someone who might refer you for an assessment or talk to you about the services they think you might need to keep you safe and independent in your own home.
"My office has a small supply of booklets specifically about the My Aged Care system, as well as my Seniors and Pensioners kit, which will be useful for those people who’d like to pop into my Windsor office to pick up a copy and read a booklet rather than a website. And as I’ve always said, my staff can assist with individual queries as well." Says Susan Templeman MP
Residents or carers needing support navigating My Aged Care can also contact:
- OPAN: 1800 700 600
- My Aged Care: 1800 200 422 is open Monday to Friday 8am-8pm and Saturday 10am-2pm
- Hawkesbury Community Services organisations including your local community centre and Peppercorn Services 02 4587 0222, many of which help with aged-care referrals.
Aged Care is primarly the responsibility of the Federal Government.
