Package level FAQs

Upon approval of a Home Care Package, you will be placed into the national priority system to be assigned a Home Care Package.

Your place in the national priority system is determined by:

• your Home Care approval date
• your priority for service, as determined by the assessment done by ACAS or ACAT.

You should expect a waiting period between the time you are approved for care and the time you are assigned a Home Care Package.

When a Home Care Package is available, you will receive a letter from My Aged Care to notify you that you’ve have been assigned a package. To view examples of the letters you may receive, please visit our My Aged Care letters page.

The letter you’ll receive will include information on which level of Home Care Package you have been assigned. It will also include a unique referral code that you can provide to Baptcare.

Once you’ve received this letter you may then start discussing the details of your Home Care Agreement with Baptcare.

Then, once you’ve entered into an Agreement, you can start receiving services. Please note, sometimes your initial package may be at a level below your assessed need. You can read about what to do in this instance in the FAQ 'What happens if I’m assigned to a lower package?'

You are not obliged to commence a Home Care Package as soon as you have been approved. Once a Home Care Package has been offered by the government, you will always have access to it.

When you are ready to take up your Home Care Package, you should contact My Aged Care on 1800 200 422, and you will be returned back to your place on the national priority system.

Please note, if you choose to delay your Home Care Package, you are not disadvantaged in any way, because your place is always determined by when you were approved and the priority that was assigned to you.

It’s quite common to be offered a lower level package while waiting for your approved level. This allows you to access services while you wait for your approved package to be assigned.

For example, if you’ve been approved to receive a Level 3 Home Care Package you may first be assigned a Level 1 Home Care Package, so you can receive care and services while you wait for a Level 3 package to become available.

Please note, you do not need to accept this lower level package if you would prefer to wait for your approved package level to be assigned. This will not disadvantage you in any way. Regardless of whether you choose to receive services at the lower level package or not, you’ll still remain in the national priority system while you wait for a package at your approved level. When your higher level package becomes available, you won’t need to do anything – you’ll automatically be upgraded. You and Baptcare will be notified when the upgrade becomes available.

You do not need to accept a lower level package if you would prefer to wait for your approved package level to be assigned. This will not disadvantage you in any way. You will still remain in the national priority system and will be notified when your approved package is ready to be assigned to you.

You need to bring both a copy of your Assignment letter, which includes your referral code, along with the results from your income assessment with you to any meetings with Baptcare.

You have just 56 days to start using your Home Care Package or you may lose your funding.

We can help you get started using your Home Care Package or assist you to request a one-off 28-day extension through My Aged Care to ensure you don’t lose your funding.

Book an appointment with one of our friendly Home Care specialists today. We’ll come to your home to discuss your options and how we can help you get the most from your Home Care Package. Call Baptcare on 13 22 78.