What does this letter mean — and what do you do next?
An ACAT letter is one of the most important documents in the aged care process. Here's what each type means in plain English and exactly what to do in the next 48 hours.
By Steve Hadfield, AgedCareActionPlan.au · Last updated: 25 April 2026
If the letter says: Approval for Support at Home
What it means: Your parent has been assessed and approved for a Support at Home classification (Level 1–8). The letter states which level and the quarterly budget.
What to do in the next 48 hours
→Note your approval date — you have 56 days to activate your support by signing a service agreement with a registered provider
→Call My Aged Care (1800 200 422) to confirm your classification level and quarterly budget amount
→Start researching providers in your area — use My Aged Care's provider finder
→Do not sign anything until you have compared at least 3 providers and read the service agreement
If the letter says: Approval for residential care
What it means: Your parent has been assessed and approved for government-funded residential (nursing home) care. This approval doesn't mean they must go into residential care — it means they are eligible if needed.
What to do in the next 48 hours
→This approval doesn't expire — it remains valid as long as your parent's needs haven't changed significantly
→Start looking at residential care facilities even if the move is not imminent — waitlists can be long
→Get a financial assessment through Services Australia (1800 227 475) to understand what residential care would cost
→Ask your GP about interim support options while planning
If the letter says: Assessment is scheduled (not yet decided)
What it means: This letter confirms an assessment visit has been booked. The ACAT assessor will visit your parent at home or in hospital.
What to do in the next 48 hours
→Prepare specific examples of what your parent cannot safely do — showering, cooking, managing medications, getting around the home
→Ask the GP to provide a letter or be available to speak with the assessor
→Write down any incidents or falls with dates — specific evidence carries more weight than general descriptions
→Be present at the assessment if possible — or arrange for a family member to be there
⚠ The assessor's job is to see your parent at their best. If your parent puts on a good show during the assessment, the result may not reflect day-to-day needs. Brief the assessor on what a typical bad day looks like.
If the letter says: Review or appeal decision
What it means: Your parent's application was reviewed, possibly resulting in a change to their classification or a rejection.
What to do in the next 48 hours
→Read the letter carefully — it must state the reason for the decision
→If you disagree, you can request a review — contact My Aged Care (1800 200 422) within 28 days
→Gather evidence: GP letter, specialist reports, a written description of specific daily tasks the person cannot safely do
→Contact OPAN (1800 700 600) for free advocacy support in preparing a review
Who to call if you're unsure what the letter means
My Aged Care
Confirm what you've been approved for and what happens next. Mon–Fri 8am–8pm, Sat 10am–2pm.
1800 200 422
OPAN — Older Persons Advocacy Network
Free advocacy if you want to dispute the assessment outcome.