Disagree with your aged care assessment? The 28-day review window explained
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The short answer
If you believe the Support at Home decision is wrong, you can ask for a review (formally, a reconsideration) within 28 days of receiving the decision notice. The request goes to the Department in writing and must give your reasons. A reviewer who was not involved in the original decision looks at it again.
Review requests have risen sharply since the new assessment tool began. If the classification your parent received doesn't match the help they need every day, a review is the formal way to say so.
When the 28 days start
The clock starts when you receive the written decision, not on the assessment day. The decision is sent after the assessment, so there can be a gap of a week or more.
Write down the date the decision arrived (the date of the email, or the day the letter came). Count 28 days from there. If in doubt, act sooner.
Step 1: consider a phone call first
The official guidance encourages people to contact the assessment organisation first to talk through their concerns. You can also call My Aged Care on 1800 200 422 (8am to 8pm weekdays, 10am to 2pm Saturdays, local time). Explain what you think is missing or wrong. Sometimes a recording error can be clarified quickly. Keep a note of who you spoke to and when.
A phone call does not stop the 28-day clock. If the call doesn't resolve things, lodge the written request on time.
Step 2: put the request in writing
The request goes to the System Governor at the Department of Health, Disability and Ageing. You can send it:
- By email: agedcarereviews@health.gov.au
- By post: The System Governor, Department of Health, Disability and Ageing, Attn: Review of Decisions Section, GPO Box 9848, Adelaide SA 5001
- Using the form: "Request for an Internal Review of a Decision" on the My Aged Care website
Your parent can make the request, and a supporter (such as you) can help them prepare and submit it. A clear request includes:
- The decision you want reviewed — the date of the notice and the classification given.
- Why you think it is wrong — the specific needs that weren't recorded or were recorded inaccurately.
- Concrete examples — what happens on an ordinary day and a bad day, who helps and how often.
- What you are asking for — for example, that the decision be reconsidered with this information.
- Attachments — any supporting evidence you have.
Keep the tone factual and respectful. The aim is to show that the record is incomplete, not to criticise the assessor.
Evidence that helps
- A letter from the GP describing current conditions and how they affect daily life
- An occupational therapy or physiotherapy report
- A hospital discharge summary
- A falls diary — dates, what happened, whether an injury occurred
- A short statement from the main carer about what they do and how sustainable it is
You don't need all of these. One clear, recent piece of evidence for each main gap is better than a large pile of paperwork.
What happens next
- Within 14 days, the Department must confirm in writing that it received the request.
- The request is handled by a reviewer who was not involved in the original decision. For a classification, they check whether any of the answers recorded in the assessment were incorrect, using all the evidence — including anything new you send.
- They may ask for more information, or arrange a supplementary assessment.
- They can confirm the decision, change it, or replace it with a new one.
- If no decision is made within 90 days, the original decision is treated as confirmed.
- If you still disagree, you can apply to the Administrative Review Tribunal (ART) for an external review.
If your parent's circumstances have changed significantly since the assessment, the reviewer may talk with you about a new assessment instead. That only happens if your parent chooses to withdraw the review request.
Review or support plan review?
These are two different things:
| Review (reconsideration) | Support plan review | |
|---|---|---|
| Use it when | The decision was wrong when it was made | Needs or circumstances have changed since the assessment |
| Example | Daily help with showering was never recorded | A fall last month means new help is needed |
| Time limit | 28 days from receiving the decision | When needs change |
If the change is significant, a full reassessment is done instead of a support plan review. If both apply — the decision was wrong and things have since changed — say so, but be clear about which is which.
If you've missed the 28 days
The System Governor can allow more time to ask for a review. Send the request as soon as possible, and explain why it is late (for example, a hospital stay or the letter going to the wrong address). If needs have changed since the assessment, a new assessment or a support plan review may also be an option.
The new escalation pathway (additional review)
On 15 October 2026, Parliament passed a law creating an additional review of Support at Home classification and priority decisions for exceptional cases. It is often called the escalation pathway. What families need to know:
- Families can't lodge it themselves. The request comes from the assessment organisation that did the assessment, and only with your parent's consent.
- It is for exceptional cases. Under the draft rules, the classification can only be changed if there is evidence that your parent's circumstances aren't adequately reflected in the classification criteria, are significantly different from others at the same level, and that they are at risk of significant harm without a higher level of care. Documents that only talk about service availability, costs, finances or wait times won't be enough.
- The time limit is short and starts when the decision is made, not when you receive it. The law debated in Parliament set 7 days, while the draft rules propose 14 days.
- It doesn't replace the 28-day review. Days spent in the additional review don't count against your 28 days.
- It is temporary. It applies only to decisions made on or before 31 December 2027.
If you think your parent's situation is exceptional, contact the assessment organisation as soon as the decision arrives and ask whether they will request an additional review. The detailed rules were still in draft when we last checked; we will update this guide when they are final.
Things you can do now
- Find the decision notice and write down the date you received it.
- Count 28 days and put the deadline in your calendar, with a reminder a week before.
- List the needs you believe weren't recorded, with one real example each.
- Ask the GP or other health professionals for a short letter now — they can take time.
- If you'd like free help from a person, call the OPAN Aged Care Advocacy Line on 1800 700 600.
Official sources
Law and rules
- Aged Care Act 2024 (opens in a new tab)
- Guide to aged care law — reviewing decisions (opens in a new tab) — Department of Health, Disability and Ageing
- Exposure draft: Aged Care Amendment Rules 2026 (escalation pathway) (opens in a new tab)
Official guidance
- Aged Care Assessment Manual, section 2.8.1 "Support plan reviews" and section 11.2 "Reconsiderations process" — Department of Health, Disability and Ageing, October 2026
- House of Representatives debate, 17 September 2026 — amendments creating Part 4A (additional review) (opens in a new tab)
Other guidance and reporting
- Aged Care Act 2024 change guide for assessment organisations (opens in a new tab)
- The Weekly Source — escalation pathway becomes law, with an expiry date (opens in a new tab) (news, 16 October 2026)
- Aged Care Decisions — the Integrated Assessment Tool explained (opens in a new tab)
Common questions
When does the 28-day review period start?
From the day you receive the written decision (the notice), not the day of the assessment. Write down the date the letter or email arrived.
Who reviews the decision?
Someone who was not involved in making the original decision. They can confirm it, change it, or set it aside and make a new one.
What if the review doesn't change anything?
You can apply to the Administrative Review Tribunal (ART) for an external review. The OPAN Aged Care Advocacy Line (1800 700 600) can help you understand that step for free.
Can we ask for the new escalation pathway ourselves?
No. The additional review is requested by the assessment organisation, with your parent's consent, and only for exceptional circumstances. If you think it applies, contact the assessment organisation as soon as the decision arrives, because the time limit is short. You can still ask for a 28-day review yourself.
My parent's needs have changed since the assessment. Is that a review?
Usually not. A review is for a decision you believe was wrong when it was made. If needs have changed since, ask for a support plan review instead.
General information only, not medical, legal or financial advice. We are not affiliated with My Aged Care or the Department of Health, Disability and Ageing. Confirm deadlines with My Aged Care or your assessment organisation.