My Aged Care and Referral Management Policy Template
Streamline your intake and referral processes with a policy that governs your facility's end-to-end management of the My Aged Care portal, ACAT assessments, and waitlist obligations.
Overview
My Aged Care is the primary gateway through which consumers access Australian government-funded aged care services. Providers have obligations to manage their service listings, respond to referrals, and maintain accurate capacity data on the portal. This policy template covers the complete referral management lifecycle — from initial portal inquiry through ACAT assessment, waitlist management, intake, and care type transitions — ensuring regulatory compliance and a positive consumer experience.
What This Policy Covers
- My Aged Care portal access roles and responsibilities
- Service listing accuracy and update obligations
- Referral response timeframes and acknowledgement requirements
- ACAT assessment process and facility's role
- Waitlist management, transparency, and consumer communication
- Prioritisation criteria for waitlist placement
- Transition between care types (e.g., respite to permanent)
- Declining referrals — process and documentation
- Consumer-facing communication about entry timelines
- Coordination with the Consumer Entry, Transition and Exit Policy
Compliance Alignment
- Aged Care Act 1997 – Approved Provider obligations
- Aged Care (Transitional Provisions) Act 1997
- My Aged Care Service Provider and Assessor Portal obligations
- Aged Care Quality Standard 8 – Organisational Governance
- Competition and Consumer Act 2010 (waitlist transparency)
Why This Policy Matters
Inaccurate My Aged Care service listings, missed referral responses, and opaque waitlist practices are common complaints to the ACQSC and the Aged Care Complaints Commissioner. A documented referral management policy ensures consumers have a transparent, equitable pathway into care — and protects providers from complaints related to access and intake.
