If you’ve been waiting weeks — or even months — to hear back about your aged care assessment, you’re not alone. Across Australia, families trying to access aged care for their loved ones are caught in a system struggling under the weight of its own reforms.
Single Assessment Transition — What Went Wrong?
In December 2024, the Australian Government introduced a new Single Assessment System — combining two separate assessment processes into one.
In theory, this change was meant to make things simpler. In reality, the transition has been anything but smooth.
Delays in the process led to a rushed transition. Assessment organisations had little time to prepare. Outgoing providers handed over large backlogs of assessments — and the new organisations weren’t ready for the flood of new referrals.
The result?
→ Unpredictable wait times
→ Families left in limbo
→ Phone lines going unanswered
This reform should make things easier in the future. But right now, many families are waiting far longer than they should for aged care support.
What Can You Do If You’re Stuck Waiting?
If it’s been more than three weeks since you submitted your assessment request, here are some steps you can take.
1. Contact the Assessment Organisation Directly
Call and ask:
- Have they received your referral?
- Is your assessment being actioned?
- Can they give you a timeframe?
2. Don’t Know Who to Call?
Contact My Aged Care on 1800 200 422 and ask for the contact details of your assessment organisation.
3. Still No Progress? Take Further Action
If you can’t get through or aren’t getting clear answers:
- Ask if your referral can be transferred to another assessment organisation (if another provider operates in your area).
- Lodge a complaint with the Aged Care Quality and Safety Commission. They can follow up on your behalf.
Aged Care Reform Shouldn’t Leave Families in the Dark
This new Single Assessment System was designed to simplify aged care access.
But right now, the system is struggling — and families are paying the price for poor planning and overwhelmed services.
At Sunbird, we know how stressful it is to wait — unsure if your loved one will get the care they need in time. That’s why we help families advocate for faster outcomes, clearer communication, and better care.
If you’re stuck in the system and need support, give us a call. We will help you navigate the aged care maze.