“If you need some help around the house or think it’s time to look into aged care homes, My Aged Care is here to help.” That’s the assurance you’re greeted with on the My Aged Care website. But is that what happens? 

The website is supposed to be a one-stop portal for obtaining information about and accessing government-funded aged care services. 

The reality for too many people, however, is that My Aged Care is a barrier because of its complexity, assessment requirements, and failure to cater to people who come from backgrounds that are not English speaking and who may have a cultural mistrust of government. 

The Acting Inspector of Aged Care, Ian Yates, is conducting a review into the portal and has already uncovered disturbing dissonance between what the portal purports to do and what actually happens for many people who try to navigate it. 

In a media interview, Mr Yates revealed some Australians are even resorted to hiring organisations or advisors to help them navigate the system – an indication of how complex the process can be. 

“We are aware that people hire agents to help them procure aged care. And of course, the government funds a national care finder program itself to assist people having difficulty,” he said.  

“People in different circumstances prefer to have face-to-face interaction. They find the aged care system complex, and they find My Aged Care complex. 

“This is something that we should be looking at. It’s timely to have a look at whether My Aged Care is fit for purpose or whether it needs to change.” 

Mr Yates conceded the review had already revealed that the website is failing people who are not comfortable speaking English and who are mistrustful of government. 

He said these people are also the most vulnerable and, because they find the portal an overwhelming experience, drop out of accessing government-funded, and possibly, all aged care services.  

“There are many people in our community who have a hesitation or concern about government services. Are there barriers to them? And if there are, are there ways to deal with that?”  

The review is seeking information from government agencies and organisations contracted to provide My Aged Care services. This information will contribute to findings and recommendations to be shared with the government. 

“When we go through those findings, we have the power to make recommendations to Commonwealth officials,” Mr Yates said.  

The report will be made available to parliament and be posted on the Inspector General of Aged Care website. 

Though the government is not compelled to act on the recommendations, Mr Yates emphasised that the Inspector General of Aged Care would monitor the implementation of any changes. 

Related reading: My Aged Care, ABC, Hello Care