Publications

Mail Addressed to Residents and Nominee Arrangements

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Dear Service Provider

Australia Post has returned to the Department of Health and Ageing (the Department) a large number of letters that were addressed to residents of aged care homes. In some cases the letters have been returned by the aged care home because it is assumed the resident does not have the cognitive ability to deal with the information in the letter. Also, many letters have been readdressed by the home with the intention of on-forwarding them to residents’ representatives.

Australia Post is required to return any mail, which has been re-addressed, directly to the Department. Residents’ mail should not be re-addressed or returned to the Department unless the resident no longer lives at that address.

As the Aged Care Act 1997 limits the disclosure of personal information, resident fee advice letters are required to be sent to the resident at the aged care home, unless nominee arrangements are in place. If the resident does not have a nominee registered with the Department, any correspondence for that resident should be handed to the resident or their authorised representative.

Aged care homes can assist by providing residents’ families or carers with information on nominee arrangements when residents are admitted or as their care needs increase. This will also reduce the necessity for staff of the aged care home to deal with residents’ mail.

In order for someone to be registered with the Department as a nominee and have fee advice letters forwarded to them, it would be appreciated if you would ask the resident, or their representative, to complete an 'Appointment of a Nominee’ form. The completed form should be sent to the Medicare Australia office in the state or territory where your aged care home is located. The state and territory addresses are listed on the front of the form. The form can be found on the Department's website.


Alison Ross
Director
Resident Liaison Section

2 November 2011