A damning independent review has laid bare the deep-seated flaws in Australia’s My Aged Care platform, the supposed single-entry point to the nation’s aged care system. Both the Inspector-General of Aged Care, Natalie Siegel-Brown, and the Older Persons Advocacy Network (OPAN) are urging swift reforms to address issues of complexity, accessibility and equity that are leaving many older Australians without timely support.
The Inspector-General’s final report, titled My Aged Care Review: Summary Report, concludes that the platform is “not fit-for-purpose” in facilitating access to aged care services for all older people, regardless of their background or location. Launched in 2013, My Aged Care was intended to streamline entry into the system through its website and contact centre. However, the review highlights persistent problems that have lingered since its inception, including low public awareness, onerous navigation and inadequate support for diverse groups.
In the report’s key findings, Ms Siegel-Brown notes that “the accessibility of My Aged Care is tantamount to exercising the right to aged care.” Yet evidence from more than 1100 documents, stakeholder submissions and direct consultations reveals that many older people face significant barriers. These include a lack of awareness about the system, leading to delayed engagement often until a crisis point; a complex digital interface not tailored to users who may have cognitive decline or limited tech skills; and a workforce in the contact centre that struggles to provide consistent, personalised assistance.
The review emphasises equity issues, stating that “many older people in Australia who are most in need are facing some of the greatest barriers to access.” This disproportionately affects Aboriginal and Torres Strait Islander people, those from culturally and linguistically diverse backgrounds, individuals with disabilities, rural and remote residents and those experiencing homelessness. The platform is criticised for not delivering “a culturally safe and culturally appropriate service that is responsive to diversity.”
Echoing these concerns, OPAN has welcomed the report while calling for a comprehensive overhaul. In a press release issued today, OPAN CEO Craig Gear said the findings align with feedback from older people: “The report’s message is clear – My Aged Care is failing too many older people, who are left unable to navigate and access the support they need, when they need it.”
Mr Gear added, “My Aged Care is meant to be the front door to the aged care system, but many older people are unable to find the front door or to step their way through it.” He stressed the need for user-friendly pathways, including in-person access points, given the complexity of aged care. “Older people deserve to be treated with dignity and respect. Reforming My Aged Care would be a positive step in achieving that.”
OPAN participated in the review’s consultations, providing anonymised data that underscored navigation challenges. Mr Gear highlighted Australia’s ageing population and the imperative for inclusive access: “Australia has an ageing population, and it is crucial that points of access to aged care cater to the needs of all older people, particularly those from diverse backgrounds and in remote locations. Greater investment and commitment are needed to achieve an accessible system.”
The Inspector-General’s report structures its analysis around four major themes: awareness, system complexity, workforce and equity. It draws on historical critiques, including the 2017 Legislated Review of Aged Care and the Royal Commission into Aged Care Quality and Safety (2019–2021), which previously flagged similar issues.
To drive change, the report outlines recommendations across seven areas:
Improving public awareness of the aged care system
Enhancing understanding of My Aged Care
Reducing system complexity
Boosting the capacity and capability of the My Aged Care workforce
Increasing access to navigational and face-to-face supports, such as expanding care finder services
Enabling equitable access for diverse groups
A broader commitment to action from government
Ms Siegel-Brown warns that these recommendations must be implemented holistically to achieve “transformative change” rather than as isolated fixes. The report includes a response from the Department of Health, Disability and Ageing, which has accepted or accepted in principle most recommendations, though some are pending government decisions.
In her call to action, the Inspector-General frames the issue in terms of the new Aged Care Act 2024, which enshrines rights to decision-making, safety and respect for older people. “Rights are only meaningful if people can access the system that upholds them,” the report states. “If the front door is too complex, too narrow or too exclusive, then the system fails before care even begins.”
OPAN acknowledges recent updates to the My Aged Care website under the new Act but notes ongoing difficulties, such as locating providers and comparing pricing. “We welcome the report’s recommendations, which includes improving public awareness, reducing system complexity and enabling equitable access to aged care,” Mr Gear said.
As Australia’s population ages, the pressure on the aged care system intensifies. With both the Inspector-General and OPAN amplifying the call for reform, stakeholders hope this review will finally spur the government to rebuild My Aged Care into a truly inclusive gateway, one that honours the dignity of every older Australian.
