Published 17th November 2020
The Client Portal has been renamed as the My Aged Care Online Account. This change aims to help people better understand the online tool for managing their own aged care services. We are progressively updating references to Client Portal to refer to Online Account, with the system change coming into effect next year.
The Online Account contains important information for clients and their representatives about assessments, services, and interactions with My Aged Care.
Guidance on accessing and using the Online Account is available on the My Aged Care website.
We ask that the broader aged care sector use and promote both the new name and the availability and benefits of the Online Account. Where relevant, aged care organisations should:
When referring to the My Aged Care Online Account:
The names of the Service Provider Portal, Assessor Portal and Staff Portal are not changing.
If you have any questions, email
Services Australia is closing access to Aged Care Online Claiming and Aged Care Online Services on 20 November 2020.
To continue online claiming with the agency, services will need to use the Aged Care Provider Portal (ACPP).
Visit the Services Australia website for more information on how to get access.
Please note: to successfully link your PRODA account to your Aged Care User ID (or ‘A’ Number) for the first time, the given name and surname used on both accounts must be a 100% match.
For help:
To learn more about accessing and using the ACPP, read our education resources on the Services Australia website.
From 5 December 2020, Services Australia is making nominee arrangements easier. New Centrelink correspondence nominees are able to enquire, update and act for Centrelink payments, services, and aged care costs.
Customers will transition automatically on 5 December 2020 if they have:
Customers with a different Centrelink correspondence nominee and aged care nominee will transition in March 2021.
Customers will not transition if they:
My Aged Care representatives are not affected.
Customers affected by these changes will receive a letter. If they don’t receive a letter, they can still change to the new arrangement.
Customers can change their arrangement any time by completing the Authorising a person or organisation to enquire or act on your behalf form.
DVA income support recipients can complete the Aged Care Request for a nominee for DVA customers.
My Aged Care customers can find more information on the My Aged Care website or contact My Aged Care on 1800 200 422.
Senator the Hon Richard Colbeck, Minister for Aged Care and Senior Australians and Minister for Youth and Sport, has approved new and updated quality indicators.
Following an extensive development process and national trial, these quality indicators will be included in the National Aged Care Mandatory Quality Indicator Program (QI Program) from 1 July 2021:
Pressure injuries
percentage of care recipients with pressure injuries, reported against six pressure injury stages
Physical restraint
percentage of care recipients who were physically restrained
Unplanned weight loss
Falls and major injury
Medication management
The new and updated quality indicators:
Further information about the QI Program is available on the department’s website.
Approved Providers of residential aged care facilities should note that the department is undertaking ACFI reviews at-desk in the department’s offices until further notice.
This approach removes any risk of COVID-19 transmission occurring by departmental staff visiting residential aged care facilities.
The department reminds providers that service delivery information should be accurately recorded and regularly updated in the My Aged Care client record for all clients accepted for service.
This includes a client’s service:
CHSP service providers are reminded to add a note to a client’s My Aged Care record indicating any emergency CHSP services provided to the client during COVID-19. This includes residents on emergency leave from an aged care home.
Providers must add this information as a client note if it is clear the client will require service provision beyond the eight weeks of emergency support. This will assist the assessor during the formal assessment of the client’s needs to understand the services the client has been receiving.
Further information is available on:
When a person exits your service you must work out what unspent funds remain and return any unspent home care amounts. If your organisation charges an exit amount, you must follow the rules on how much you can deduct as set out in the person’s signed Home Care Agreement.
A person is considered to have exited your home care service when they:
Current arrangements are that a person is not considered as exiting the Home Care Packages Program if they are transferring to another home care service within your organisation.
When a person exits your service your organisation has legislated responsibilities which are set out in the Aged Care Act 1997. They are also summarised in Section 14 of the Home Care Packages Program Operational Manual: A guide for home care providers Version 1 – March 2020.
When a consumer exits your service you must:
All Home Care providers using the Aged Care Provider Portal (ACPP) will see a new layout for payment statements issued from November 2020 claims.
In particular, the portal screen and PDF will include a revised summary section with clear breakdowns of:
For XML users, there are four new codes that will represent the basic subsidy package level:
All other codes will remain the same.
To get the new payment statement layout, you must be using the ACPP.
Learn more about getting access to the ACPP now by visiting the Services Australia website.
Source:Unknown Author, 2020, Department of Health
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