Members Survey Results: On seeking or receiving aged care services at home

4 Jun 2026

Firstly, we’d like to thank the Members who took the time to respond to this survey and helped inform us about what is going on ‘out there’.

We have responded to individual requests for documentation and aged care consultations. If you haven’t heard from one of our staff, please let us know.

Requests included access to recommended reading about aged care and Janet Brown’s easy read summary, Changes to the Aged Care System.

Aged care booklets and brochures to learn more (recommended reading)

Key takeaway: While many respondents value the support they receive, the aged care system is viewed as overly complex, difficult to navigate, and lacking clear information about services, providers and costs. Access challenges are amplified in rural and remote areas, and many people feel they need more personalised guidance to successfully navigate the system.

Based on the 19 responses collected, the feedback highlights a number of recurring challenges in accessing and navigating aged care services at home.

Key Problems Identified

Aged Care System is Difficult to Understand

The most common issue was confusion about how the system works, including:

Understanding My Aged Care information and correspondence.
Knowing what questions to ask when entering the system.
Understanding service agreements, fees and co-contributions.
Uncertainty about what services are available and how they can be used.
Confusion about transitions between programs such as CHSP and post-hospital care.

Typical comments included:

“Extremely confusing and hard to know what information to ask for.”
“It is muddled.”
“Understanding the services and how it can be used specifically.”

Difficulty Finding and Accessing Providers

Respondents reported:

Limited provider availability, particularly in rural and remote areas.
Providers not returning calls or enquiries.
Challenges finding suitable providers and qualified workers.
Service coordination issues.

Examples:

“No one gets back to you and you waste time waiting.”
“My friend in the rural area has found it difficult to find a provider.”

Concerns About Costs and Financial Transparency

Many respondents expressed concern about:

High fees and charges.
Lack of transparency around pricing.
Feeling that some providers or contractors overcharge.
Difficulty understanding budgets and financial statements.

Examples:

Being charged significant daily fees before services commenced.
An occupational therapy assessment costing nearly $900 for one hour.
Confusion about how co-contributions work.

Technology Creates Barriers

Older people and carers identified technology as a significant obstacle:

Difficulty using computers, phones and online systems.
Need for practical, in-home technology support.
Digital processes excluding some older Territorians.

Assessment and Administrative Processes

Respondents described:

Feeling rushed through assessments.
Excessive bureaucracy and regulation.
Processes that do not adequately listen to older people’s preferences.
Feedback mechanisms that appear tokenistic rather than meaningful.

Service Reliability and Quality Issues

Several responses noted:

Inconsistent service delivery.
Difficulty scheduling services at predictable times.
Some workers lacking appropriate interpersonal skills.
Problems with basic service coordination.

Examples:

Meals delivery services struggling with location information.
Desire for regular service times to help organise appointments.

What Worked Well

Despite the challenges, many respondents reported positive experiences once connected to local supports:

Helpful ACAT assessors and support coordinators.
Staff who listened and responded to individual needs.
Services that enabled people to remain living at home.
Positive relationships with care workers.

Overall Sentiment

The overall experience was generally positive, but with significant concerns about navigation, complexity and access:

Overall Experience	Responses
Very Positive	7
Somewhat Positive	6
Neither Positive nor Negative	1
Somewhat Negative	3
Very Negative	1
Too Early to Say	1

AI was used to help summarise the data collated from this survey.