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.
Note on terminology: ACAT (Aged Care Assessment Team) was formally replaced by the Single Assessment System from 9 December 2024. The letter may refer to either name depending on when the assessment was conducted — the process and your rights are the same.
By Steve Hadfield, AgedCareActionPlan.au · Last updated: 25 September 2026
If the letter says: Approval for Support at Home
What it means: The person has been assessed and approved for a Support at Home classification (Classification 1 to 8). The letter states the classification and the person's priority.
What to do in the next 48 hours
→This letter doesn't start the 56-day window. Keep it safe and watch for a separate funding assignment letter: the 56 days run from the date on that one. If you need more time, call My Aged Care (1800 200 422) to request a one-off 28-day extension.
→Call My Aged Care (1800 200 422) to confirm the 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: The person 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 stays in effect unless it is revoked or replaced.
→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 the 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. An assessor will visit the person at home or in hospital.
What to do in the next 48 hours
→Prepare specific examples of what the person 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 falls or incidents with dates. Real examples are clearer than general descriptions.
→Be present at the assessment if possible — or arrange for a family member to be there.
⚠ Some people try harder on the day and seem more capable than usual. Assessors are meant to watch everyday tasks where they can, so ask them to see the normal routine. You can also give the assessor written information before the assessment.
If the letter says: Review or appeal decision
What it means: The assessment outcome has been reviewed, possibly resulting in a change to the 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 with the review outcome, you can apply to the Administrative Review Tribunal. The review decision letter explains how to apply.
→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's been approved and what happens next. Mon–Fri 8am–8pm, Sat 10am–2pm.
Before you sign, know exactly what you are agreeing to.
Our free guide covers what to compare between providers and what to check in a service agreement before you sign. For independent help, OPAN (the Older Persons Advocacy Network) gives free, confidential advice on 1800 700 600.