StepbyStepStep by Step guide to accessing a Home Care Package

Below is a step by step guide that not only explains the process of accessing a Home Care Package but it also provides helpful tips and information on Country Home Services costs and services. If you have any questions or would like to discuss a Home Care Package further with one of our staff, then please do not hesitate in contacting us on 1300 773 202.


How to Access a Home Care Package

Accessing a Home Care Package can feel quite overwhelming at times, which is why our team at Country Home Services want you to know that we are here to help.

Firstly, know that you can call us at any time on 1300 773 202 or you can book a free no obligation consultation through leaving your details at this link.

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Step 1 – Registering with My Aged Care

Home Care Packages are for eligible persons who are over 65 or over 50 if you are of Aboriginal or Torres Strait Islander descent. To find out if you are eligible you need to register with My Aged Care by calling 1800 200 422.

When you call My Aged Care the contact centre staff will ask you questions to help them understand your needs. They will then seek your consent to create a personalised client record. This will hold up-to-date information on your needs, the results of any assessments and any services that you receive. As a My Aged Care client, you can choose to view your client record securely online via the client portal at You can also nominate family and friends as your representatives. These representatives will also be able to view your client record. If the My Aged Care team feel your care needs indicate that you might need a Home Care Package, My Aged Care will refer you to an Aged Care Assessment Team to complete an assessment. If you are eligible for a Home Care Package, then you will be assigned a level of Home Care Package based on your needs.

Country Home Services offers the following Home Care Package levels:

Level 1 - supports people with basic care needs
Level 2 - supports people with low-level care needs
Level 3 - supports people with intermediate care needs

Note that if you are not eligible for a Home Care Package then you may still be able to receive support through the Commonwealth Home Support Program. To learn more the Commonwealth Home Support Program, click here.


Step 2 – Home Care Package waiting list.

After your assessment, you will be placed on a national waiting list and when your package is allocated, you will be notified by letter. In some cases if the recommended level of package is not available, you may be allocated a lower level package in the interim.

We understand at this point that the idea of a waiting list may seem quite daunting, however know that you do have options available to you should you not be able to wait for services.

Remember, as mentioned above, you may be able to access support through the Commonwealth Home Support Program while you are waiting. Click here for more information.


Step 3 – Home Care Package Contributions

Although a Home Care Package is a government funded package, you are still required to pay a contribution towards this package. How much of a contribution is determined by the Department of Human Services and this amount will be determined via an Aged Care Fees Income Assessment. Please contact Centrelink (Department of Human Services) on 1800 227 475 to commence the required assessment.

The funding for Home Care Package services is supported by the Australian Government Department of Health. Visit the Department’s website for more information.

If you wish to learn more about the income you receive for your Home Care Package and also the fees involved, we have put together a document that explains this further which you can access by clicking here.

Our customer contribution policy for funded services is available if you click on this link.


Step 4 – Choose a provider

While you are waiting to be allocated a Home Care Package, it's important that you spend some time understanding what different providers can offer you. We understand that choosing a provider is an important process so please know that you are welcome to call us on 1300 773 202 if you have any questions.

When you have been allocated a package and you have received a letter from My Aged Care with a referral code, simply contact us and we can arrange a face to face meeting so that we can show you exactly what you can receive within your Home Care Package budget as well as an opportunity for us to get to know you and find out what services will truly support you and your lifestyle.

Finally, when you choose a provider you will need to sign a Home Care Package agreement. It is important that you have the time to carefully reveiw this agreement as different providers will have their own unique agreement. To view our Home Care Package agreement, please click here.


Step 5 – What happens next when I join Country Home Services?

Should you then chose Country Home Services as your provider, simply contact us and we will get you started straight away on your package. We will send you an acceptance pack which will contain the Home Care Package agreement, various consent and information forms and your advisor’s name. Your advisor will contact you to arrange a home visit to commence organizing your required services and will be your personal contact within our organization and the one who will be coordinating your package. Your services will then be put in place and you will start to receive services.


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