Frequently Asked Question

Once your assessment is complete, you'll receive a letter from My Aged Care outlining the funding you've been approved for. Some funding is available immediately, while other funding may require you to wait for an allocation. Waiting times vary depending on your assessed priority.When your letter includes referral code(s) and advises you to choose a provider, you'll generally have 56 days to select a provider and sign a service agreement.We recommend meeting with at least two providers before making your decision. Choosing the right provider is important, and you should feel comfortable asking questions and comparing your options.Once you've chosen a provider, you'll work together to develop a care plan, decide how your funding will be used, and arrange when your services will begin.

No. If you're not happy with your current provider, you have the right to change.Simply give notice to your current provider and let My Aged Care know you'd like to transfer. My Aged Care will reactivate your referral code so it can be provided to your new provider.Most providers require 14 days' notice, although you should check your service agreement for the exact notice period.If you decide to move to Alder Care, we'll guide you through the process and help make the transition as smooth as possible.

Yes.Alder Care provides personalised in-home aged care services throughout Melbourne's Bayside and South East suburbs, as well as the Mornington Peninsula.We currently partner with Australian Unity to manage the financial administration of government-funded care packages. This allows us to focus on what matters most—providing personalised, high-quality care and support.

Absolutely.We can help you understand the My Aged Care process, prepare for your assessment, and explain the different funding options available.If you're waiting for funding to become available, you can also choose to access our services privately until your government funding begins.

Your co-contributions are calculated by Services Australia based on your income and assets.You can estimate your contribution using the Support at Home Fee Estimator on the My Aged Care website. Support at Home fee estimator | My Aged Care The amount you contribute depends on the type of service you receive.CategoryFull pensionersPart pensioner- self funded retirees sliding scaleClinical0%0%Independence5%5-50%Everyday17.5%17.5-80%ClinicalNursingPhysiotherapyOccupational Therapy(From October 2026, personal care will also fall into this category.) IndependenceIn-home respiteTransportCommunity access Everyday LivingCleaningGardeningMeal preparationMeals There are no co-contributions for Clinical services, regardless of your financial circumstances.

If you're experiencing financial hardship and can't afford your co-contributions, you may be eligible for Financial Hardship Assistance (Fee Reduction Supplement).Services Australia assesses each application individually, taking into account your overall financial circumstances. If approved, the Australian Government may pay some or all of your co-contributions.If you think you may be eligible, we're happy to help. We can explain the process, assist with the paperwork, and guide you through your application.Aged care claim for financial hardship assistance form (SA462) - Services Australia

We believe quality care comes from having enough time for each participant.That's why we limit each Care Partner to a maximum of 40 participants. Keeping our caseloads smaller means we have the time to build genuine relationships, respond quickly when your needs change, and provide the personalised support you deserve.

Yes.We know that having the right person supporting you makes all the difference.Wherever possible, we'll match you with a support worker whose personality, experience and interests suit your needs. If you ever feel someone isn't the right fit, simply let us know. We're always happy to find a better match.

As your needs change, your services can change too.Your Care Partner will regularly review your support plan with you to make sure it continues to meet your goals and support your independence.If you need additional services or your circumstances change, we'll help you navigate the process, including arranging a reassessment through My Aged Care if required.

Yes.All of our support workers are directly employed by Alder Care—we don't use agency staff.Because we know our team well, we can carefully match support workers and participants based on personality, interests and care needs.Most of our support workers live locally and generally travel no more than 30 kilometres to visit participants.

Often, yes.If you'd like to continue using your preferred cleaner, gardener or other service provider, this can usually be arranged through self-management.A 10% self-management administration fee applies.If your preferred provider has an ABN, appropriate insurance, a current Police Check and is happy to register with Alder Care, they can invoice us directly and we'll pay them on your behalf.If they prefer not to register with us, you can pay them directly and submit your receipts to us for reimbursement.

We proudly support older Australians living throughout Melbourne's Bayside and South East suburbs, as well as the Mornington Peninsula.If you're unsure whether we service your area, please get in touch. If we can't help you ourselves, we'll do our best to point you in the right direction.

We genuinely value feedback because it's one of the best ways we can continue to improve our service.We understand that some people worry about speaking up because they don't want to cause trouble or think it might affect their care. At Alder Care, we take those concerns seriously. We have a Whistleblower Protection Policy, and feedback or complaints can be made anonymously if you prefer.Your Care Partner will usually work with you to resolve any concerns in the first instance. If more support is needed, the matter will be escalated to our Operations Manager.If you're still not satisfied, you have the right to contact the Aged Care Quality and Safety Commission. Independent advocacy organisations, including OPAN and Seniors Rights Victoria, are also available to support you.Every piece of feedback helps us learn. All feedback and complaints are recorded, reviewed by senior management each month, and used to improve the way we deliver our services.

Our minimum visit is 30 minutes.We understand that sometimes a shorter visit is all that's needed, and having flexible visit lengths helps you get the most value from your funding.

Choosing an aged care provider is a big decision, and it's completely normal to have questions.Whether you're just getting started with My Aged Care, looking to change providers, or simply want to understand your options, we're always happy to have a chat.There's no obligation and no pressure—just honest advice from people who understand the system and genuinely want to help.Get in touch with Alder Care today and speak with one of our experienced Care Partners.