Upgrading to a higher-level package
You can recommend a care recipient for a higher-level package if they:
- are on a level 1 to 3 package
- feel their care needs have changed
- do not have sufficient package funds to increase services.
Support Plan Review
The care recipient will need to arrange a Support Plan Review with an aged care assessor to reassess their care needs by calling My Aged Care.
If the aged care assessor accepts the referral for review, they will reassess the care recipient and assign them the relevant package level for their current needs.
The care recipient is then placed back in the National Priority System to wait to be assigned their new approved package level.
While the care recipient waits for their package upgrade, you should review their care plan to use their package funds in a way that best meets their reassessed care needs.
Visit My Aged Care for estimated wait times.
When a higher-level package becomes available
Once a package at their new approved level becomes available, the National Priority System will automatically upgrade a care recipient’s package.
We will send a letter to the care recipient to tell them about the upgrade. The letter encourages them to discuss with you about their care under the new package.
We will let you know if we are upgrading your care recipient’s package through the My Aged Care Service and Support Portal.
What you need to do
You should:
- discuss with the care recipient how they would like to use the extra funding
- update their care plan, individualised budget and Home Care Agreement
- start providing the new services.
Do not submit entry or exit information to Services Australia for a package upgrade. This may lead to the package being withdrawn.
Opting out of an upgrade
If a care recipient decides they are happy with a lower-level package, they must opt out by calling My Aged Care.
They must opt out before they get a higher-level package. We cannot downgrade packages.
They can choose to opt back in at any time to seek their new approved level package. Their place on the National Priority System is based on their original approval date and priority.
When level 4 care recipients exceed their package
Some care recipients need more care and support than their Home Care Package can provide.
You should work with these care recipients to consider other options. This might mean:
- moving to permanent residential aged care
- paying for additional services from private funds
- using community-based organisations
- getting additional support from family or carers.
Care recipients can find support in navigating the aged care system by:
- visiting the My Aged Care website
- calling My Aged Care Contact Centre
- booking a face-to-face appointment with an Aged Care Specialist Officer
- if eligible, getting help from a care finder.