For over a decade, My Aged Care has been the primary gateway into Australia’s aged care system. It was designed to simplify access, centralise information, and connect older Australians with assessments and services. However, a major new review — led by the Inspector-General of Aged Care, Natalie Siegel-Brown — concludes that the system is no longer fit for purpose.
The message from the review is clear:
My Aged Care has become too complex, too confusing, and too difficult for the very people it was designed to support.
This article explains the findings of the review, why the system must be redesigned, and the real implications for older Australians and their families — especially those struggling to navigate aged care during a period of major reform.
A System That Has Become Too Complicated
While My Aged Care has seen improvements since its launch, Siegel-Brown’s review finds that the platform still fails to meet the needs of a diverse and ageing population. Complexity is the number one barrier.
Older Australians commonly report that My Aged Care is:
- hard to understand
- difficult to navigate online
- filled with technical language
- confusing in its referral pathways
- overwhelming for people in crisis or decline
Many seniors — particularly those without strong digital skills — become stuck at the very first step of accessing care.
The report states that the system itself now acts as a barrier to essential supports.
Who Is Most Affected?
The review found that the current platform particularly disadvantages:
- Older Australians with limited digital literacy
Many seniors cannot upload documents, create accounts, or follow multi-step digital instructions.
- People in remote or regional communities
Inconsistent internet access and limited local support make navigation nearly impossible for some.
- People from culturally and linguistically diverse backgrounds
Language barriers, lack of translated materials, and insufficient tailored support lead to major inequities in access.
- People with cognitive impairments or declining health
The system is too complex for those with memory loss, dementia, or difficulties processing information.
- Families already in crisis
When a loved one suddenly declines, the last thing a family needs is a confusing online process.
The review concludes that the platform does not adequately reflect the diversity — or the vulnerabilities — of its users.
Why “Reimagining” My Aged Care Is Necessary
Natalie Siegel-Brown emphasised the need for a complete re-imagination, not a superficial update.
The platform must become:
- easier to use
- simpler to understand
- more personalised
- more accessible to non-digital users
- available in formats beyond online platforms
The current system places too much responsibility on older adults to navigate complex processes alone — often without guidance, clarity, or adequate human support.
Key Findings from the Review
The final report identifies several core issues:
- The System Is Not User-Friendly Enough
Many older Australians cannot independently complete:
- referral tasks
- service searches
- account verification
- document uploads
- form submissions
The process is too complicated for those with limited digital abilities.
- The Website Is Overloaded with Information
The platform contains large volumes of information that are:
- repetitive
- poorly structured
- overly technical
- difficult to interpret
This creates confusion rather than clarity.
- Not Enough Face-to-Face Support Exists
Many older Australians value human guidance — yet in-person support options remain limited. Phone support is helpful, but often insufficient for complex or urgent needs.
- Assessment and Referral Pathways Are Not Clear
Seniors and families frequently struggle to understand:
- which assessment they need
- how to book assessments
- what each service type involves
- how long the process takes
- how to choose a provider
This leads to delays, frustration, and unmet needs.
- Current Workforce Training Is Not Consistent
The review suggests workforce capability varies widely. Staff require further training to:
- better support vulnerable seniors
- communicate clearly
- recognise cultural considerations
- provide trauma-informed and elder-sensitive support
Recommendations from the Inspector-General
The report outlines several recommendations to transform My Aged Care into a system that genuinely supports older Australians:
- Increase Public Awareness
Older Australians need clearer, simpler, and more accessible information about:
- how the system works
- what steps to follow
- how to get in-person support
This includes improvements to public messaging, outreach, and education campaigns.
- Simplify the Website and Online Pathways
The platform should be redesigned to:
- reduce complexity
- minimise text-heavy content
- make navigation more intuitive
- use plain and consistent language
- allow users to find services more easily
- Improve Workforce Training
Staff across all touchpoints should receive training in:
- user-centred communication
- cultural safety
- accessibility
- trauma-informed practice
- navigating diverse needs
- Expand Access to Face-to-Face Support
More localised and in-person support options are needed for those who:
- cannot use digital tools
- have impaired cognitive capacity
- need help completing forms or applications
- require personalised assistance
- Strengthen Support for Diverse Communities
This includes:
- more translated materials
- community engagement in CALD communities
- culturally tailored resources
- improved support for Aboriginal and Torres Strait Islander elders
- remote-area accessibility improvements
What Advocates Are Saying
Prominent aged care advocates strongly support the review’s findings.
Craig Gear – Older Persons Advocacy Network (OPAN)
Gear stresses that the system must become “truly accessible, inclusive, and navigable for all older Australians, not just the digitally confident.”
Patricia Sparrow – Council on the Ageing (COTA Australia)
Sparrow emphasises that older people should not be disadvantaged by digital systems they cannot use. A systems redesign is essential to equity.
Both advocates call for the recommendations to be fully accepted by government, with clear timelines and regular public progress reporting.
Why This Matters for Families
The ease — or difficulty — of navigating My Aged Care can directly impact:
- how quickly an older person receives help
- whether they access the right supports
- whether they remain safely at home
- their wellbeing and independence
- the level of stress on families and carers
A complex system delays support.
A clear system empowers older Australians to thrive.
A Better System Is Possible
The report makes it clear:
- Australia must modernise aged care access
- Digital tools must support, not exclude
- Older Australians must remain at the centre of system design
- Reform must prioritise equity, clarity, and inclusion
Reimagining My Aged Care is not simply an IT task — it is a commitment to ensuring older Australians receive timely, accessible, and respectful support.
How SSCA Supports Families Navigating This Complexity
Accessing aged care can feel overwhelming — especially during a period of system reform and increasing digital requirements.
Support Services Connect Australia (SSCA) provides a free care finding service to help families:
- understand aged care pathways
- compare providers
- navigate assessments
- interpret fees and eligibility
- make confident decisions within required timeframes
With over 25 years of experience in the Australian aged care sector, SSCA ensures families are not left to navigate the system alone.