Can I appeal my aged care assessment result?

Yes. If you disagree with your Support at Home classification or assessment outcome, you have the right to request an internal review, lodge a complaint with the Aged Care Quality and Safety Commission, or apply to the Administrative Review Tribunal (ART). Start by calling My Aged Care on 1800 200 422.

How long do I have to appeal an aged care decision?

For most Support at Home classification reviews, request a review within 28 days of your decision letter. For Administrative Review Tribunal applications, time limits vary — contact OPAN (1800 700 600) for advice specific to your situation.

Is there a cost to appeal an aged care decision?

Most review pathways are free. Internal reviews and ACQSC complaints are always free. ART applications may have fees but waivers are available. OPAN advocacy is always free — call 1800 700 600.

What is OPAN and can they help with my appeal?

OPAN (Older Persons Advocacy Network) provides free, independent advocacy for people navigating aged care. They can help you understand your rights, prepare for reviews, and speak on your behalf. Call 1800 700 600 or visit opan.org.au.

What if I am unhappy with my aged care provider’s services?

First, raise your concern directly with your provider. If unresolved, lodge a complaint with the Aged Care Quality and Safety Commission at agedcarequality.gov.au or call 1800 951 822. They can investigate and require providers to take action.

How to Appeal an Aged Care Decision

What Can Be Appealed?

Not all aged care decisions are final. You can challenge:

Support at Home classification — if your funding level doesn’t reflect your actual needs
Assessment eligibility decisions — if you were found ineligible for Support at Home or residential care
Means test and fee decisions — if you believe your income or assets were assessed incorrectly by Services Australia
Provider service decisions — if your provider isn’t delivering agreed services or is behaving inappropriately
Quality and safety complaints — if you’ve experienced poor care or felt unsafe

Each pathway is slightly different. The steps below cover the most common situation: disputing your Support at Home assessment or classification decision.

Before You Appeal: Get Prepared

A little preparation makes a big difference. Work through this before making any calls.

📋 Appeal Preparation Checklist

Find your decision letter — the written outcome of your assessment or review

Write down why you disagree — be specific (e.g. “I need help showering daily but was classified for 3x per week”)

Gather supporting documents — GP letters, specialist reports, medical records

Note the date you received the decision — time limits may apply

Consider contacting OPAN first for free support before you begin (1800 700 600)

Identify a support person — family member, friend, or advocate — to help you through the process

💡 Keep a written log of every call: date, time, who you spoke to, and what was said.

The 4-Step Appeal Pathway

Talk to Your Assessor or Provider First

⏱ Usually within 1–2 weeks of the decision

Contact the organisation that made the decision and ask them to explain it. Decisions sometimes change at this stage — especially if the assessment was based on incomplete information.

For assessment decisions: call My Aged Care on 1800 200 422.
For provider issues: speak with your provider’s manager or team leader directly.

💬 Say: “I’d like to understand the basis for this decision and discuss whether it can be reviewed.”

Request a Formal Internal Review

⏱ Usually within 28 days of the decision

If talking directly doesn’t resolve it, request a formal internal review. This is free.

For Support at Home classifications, request a review through Services Australia. Call My Aged Care (1800 200 422) to start.
For residential care decisions, contact the relevant authority listed in your decision letter.
Put your request in writing and keep a copy.
Ask for a case reference number and written confirmation.

Written outcomes typically arrive within 30–60 days.

📋 Source: myagedcare.gov.au/feedback-and-complaints

Lodge a Complaint with the ACQSC

⏱ Can be done at any stage

The Aged Care Quality and Safety Commission (ACQSC) is the independent regulator. They handle concerns about care quality, provider behaviour, and unresolved disputes.

Complaints are free and confidential
You can complain while continuing to use the service
Providers are legally prohibited from retaliating against complainants
The ACQSC can require providers to take corrective action or refer serious matters for prosecution

📞 1800 951 822 — or visit agedcarequality.gov.au/making-complaint

Apply to the Administrative Review Tribunal (ART)

⏱ After internal review — usually a last resort

The Administrative Review Tribunal (ART) is an independent body — it replaced the Administrative Appeals Tribunal (AAT) in October 2024 — and can formally review government decisions including some aged care assessments.

Independent and impartial — can uphold, vary, or reverse a decision
Must be lodged within the timeframe shown in your decision letter
Application fees may apply, but fee waivers are available
Legal representation is allowed but not required

🏭 art.gov.au — or call 1800 228 333

⚠️ Don’t navigate the ART alone. OPAN (1800 700 600) can sit alongside you through the entire process — at no cost to you.

Get Free Help

You don’t have to do this alone. These services are free, independent, and work for you — not the system.

🤝

OPAN — Free Advocacy

1800 700 600

Older Persons Advocacy Network. Mon–Fri 8am–8pm. They’ll speak for you, help you prepare, and guide you through every stage.

📞

My Aged Care

1800 200 422

Starting point for most assessment and classification reviews. Mon–Fri 8am–8pm, Sat 10am–2pm.

⚖️

ACQSC — Quality Complaints

1800 951 822

Aged Care Quality and Safety Commission. For quality, safety, and provider behaviour concerns.

⚖

Administrative Review Tribunal

1800 228 333

For formal government decision reviews. Contact OPAN first to understand if this is the right route for you.

What to Expect: Realistic Timelines

Appeals take time. Here’s a realistic picture.

Week 1–2: Initial conversation

Call My Aged Care or your provider. Often the fastest route — many decisions change when you provide new information.

Week 2–8: Formal internal review

Once lodged, internal reviews typically take 4–8 weeks. You’ll receive a written outcome.

Week 4–12: ACQSC complaint

The ACQSC acknowledges complaints within 3 business days and resolves most within 60 days. Complex cases take longer.

Month 3–12+: Administrative Review Tribunal

ART applications typically take months. Your existing services should continue while you wait. Ask OPAN about your rights during this period.

⚡ While You Wait

Your services should not be reduced or stopped while a formal review or complaint is in progress. If your provider threatens service cuts because you’ve complained, contact OPAN immediately on 1800 700 600.

Common Questions

Yes. You have the right to request an internal review of your Support at Home classification or assessment outcome. Call My Aged Care on 1800 200 422 to start. OPAN (1800 700 600) can guide you through the process for free.

A change in health, living situation, or support needs is grounds for a reassessment — separate from an appeal. Call My Aged Care (1800 200 422) and ask for a reassessment. You don’t need a previous decision overturned — new circumstances mean a fresh look.

Yes. You have the right to bring a support person — family member, friend, or advocate — to any assessment, review meeting, or ART hearing. OPAN (1800 700 600) can provide a trained independent advocate at no cost. Interpreters are also available — ask when you book.

You can lodge a complaint with the ACQSC (1800 951 822) confidentially while continuing to use the service. Providers are prohibited from taking retaliatory action against people who complain. If you feel unsafe, call OPAN first.

Internal reviews and ACQSC complaints are free. The ART may charge a filing fee — but fee waivers exist for people with limited means. OPAN advocacy is always free.

Yes, with appropriate authority. If you hold an enduring Power of Attorney (financial or personal/guardianship), you can act on their behalf. If not, speak to OPAN (1800 700 600) about advocacy options. A formal legal guardian can also act for a person without decision-making capacity.

📚 Sources & Further Reading

My Aged Care — Feedback and complaints (myagedcare.gov.au)
Aged Care Quality and Safety Commission — How to make a complaint (agedcarequality.gov.au)
Administrative Review Tribunal — replaced the AAT in October 2024 (art.gov.au)
Older Persons Advocacy Network (OPAN) — free advocacy for people navigating aged care (opan.org.au)
Department of Health and Aged Care — Support at Home Program (health.gov.au)
Services Australia — Aged care assessments and classifications (servicesaustralia.gov.au)
Aged Care Act 2024 — the legislation governing aged care from 1 July 2025 (legislation.gov.au)

Important: This guide provides general information only and does not constitute legal, medical, or financial advice. Aged care law and policy in Australia changes frequently — always verify with My Aged Care (1800 200 422), the Aged Care Quality and Safety Commission (1800 951 822), or a qualified advocate before making any decisions. This is not a government website. Information is current as of October 2026 and subject to change.