By Steve Hadfield, AgedCareActionPlan.au · Last updated: 9 June 2026
If you've received a classification that doesn't match what you see every day — the level of help your parent actually needs — you're not imagining it. And you do have the right to challenge it.
What most guides don't tell you is that there are two distinct review processes, and that starting with the wrong one — or missing the deadline for the first — can cost your family weeks and leave your parent on a classification that doesn't reflect their real situation.
There's also a terminology problem. Until recently, the external review body was called the Administrative Appeals Tribunal (AAT). It no longer exists. It was replaced by the Administrative Review Tribunal (ART) in October 2024. Any guidance that still references the AAT is describing a body that has ceased operations.
The correct order: internal review first (free, 28-day deadline), ART second (if needed, after internal review). You cannot skip to the ART — it is only available once the internal review is complete.
After your parent's assessment, you receive a Notice of Decision — a letter confirming their classification level (1–8) and eligibility for Support at Home services. That letter is what you're challenging. The review process examines whether the right decision was made based on your parent's situation, the information available, and the law.
The most common reasons families request a review:
Before you lodge a review
Check what classification your parent received against what each level actually funds in hours of support. The classifications guide shows exactly what each level means in practice — knowing this helps you make the case for a higher level with specifics, not just a general disagreement.
One important distinction: you can only review the outcome decision — not the assessment process itself. If you have concerns about how the assessment was conducted (the assessor's manner, the adequacy of time spent), that is a separate complaints pathway through your assessment organisation and, if unresolved, through My Aged Care on 1800 200 422.
The internal review process is explicitly designed to reconsider decisions in light of new information. The internal reviewer can change the original decision or make a new one entirely. In practice, the strength of your case comes down to one thing: whether you can give the reviewer something new to work with.
| Stronger case | Weaker case |
|---|---|
| New medical evidence — GP letter, specialist report, hospital discharge summary | Disagreement with the outcome without supporting documentation |
| Evidence of care needs not visible at assessment — a good day, a familiar setting, minimising by the older person | Repeating information the assessor already had |
| A written account from a carer or family member describing the daily reality in specific, observable terms | General statements about needing more help |
| Medical events since the assessment — falls, hospital admissions, new diagnoses | Only disputing the process, not the outcome |
What the Department's own guidance shows
A case study in the Department's own guidance describes a 78-year-old whose priority category was changed from Medium to High after she submitted updated medical records and a GP letter describing increased fall risk. New information was the lever. The threshold is not high — but the information needs to be new, specific, and documented.
Hard deadline
28 days
from the date you receive your Notice of Decision
The 28-day clock starts from the date you receive your Notice of Decision — not the date of your assessment. These often arrive weeks apart. Check the date on the letter, not the date of the appointment.
My recommendation: if you are within 28 days and you have any medical evidence at all — a GP letter, a specialist report, even a written account from a family member — lodge the review. The threshold for new information is low and the cost of not trying is your parent remaining on the wrong classification.
You can either:
The postal address for written submissions is:
Your request must be in writing and explain why you are asking for the review. Do not leave this as a bare statement of disagreement. A paragraph like the following gives the reviewer something to work with:
"I am requesting a review of the classification decision for [parent's name] issued on [date]. I believe the classification does not reflect her current care needs because [specific reason — e.g. the assessment did not capture her overnight support requirements / her GP has since documented a significant deterioration in mobility / she was assessed on a day when family assistance was unusually high]. I am enclosing [list evidence — e.g. a letter from her GP dated [date] and a written account from her primary carer]."
An internal reviewer — someone at the Department who was not involved in the original decision — will reassess the outcome. They have 90 days to complete the review. They may contact you for additional documents or information during that period. If you receive new evidence after submitting, contact the Review of Decisions Section directly to provide it — do not wait to be asked.
The reviewer can:
You will receive a written notice of the outcome, including information on how to apply for further review through the ART if needed.
If the internal review upholds the original decision and you still disagree, you can apply to the Administrative Review Tribunal (ART) for independent external review. The ART is a federal body that conducts independent merits review of government decisions.
Terminology correction
The external review body is the Administrative Review Tribunal (ART) at art.gov.au — not the Administrative Appeals Tribunal (AAT). The AAT was abolished in October 2024 and no longer exists. Any guide that references the AAT is out of date.
The ART process is more formal and more involved than an internal review, and there will be a charge (fee reductions are available for eligible applicants). It is the right option when the internal review has been exhausted and you still believe the decision is wrong — but it is not the right first step, and you cannot apply to the ART until the internal review is complete.
Your Notice of Decision will include information about how to apply to the ART if the internal review does not resolve your concern.
For families where the older person has dementia or cognitive decline, the practical question is who can actually lodge the review. A registered supporter — someone formally registered with My Aged Care to act on your parent's behalf — can submit the review request for them and be involved in all aspects of the process.
If you are not yet registered as a supporter, call My Aged Care on 1800 200 422. The assessor can also set this up during the assessment itself. Do not let the absence of registered supporter status prevent you from lodging a review within the 28-day window — call My Aged Care and explain the situation.
Check your Notice of Decision date
The 28-day clock runs from when you received the letter — not the assessment date. Confirm the date now.
Check the classification against what care actually looks like
Review what each classification funds in hours using the classifications guide. Know which level you're making the case for before you write anything.
Gather new evidence
GP letter, specialist reports, carer written account, records of recent falls or hospitalisations. New information is the lever.
Submit the internal review request in writing
Use the form from My Aged Care or write to the System Governor. Include your evidence. State specifically what you believe was missed and why.
Wait for the internal reviewer (up to 90 days)
The reviewer may contact you for more information. Provide it promptly. You will receive a written outcome notice.
If unresolved, apply to the ART
Only available after internal review is complete. Your outcome notice will include the information you need.
How long does the internal review take?
The internal reviewer has 90 days to reassess the decision. In practice it may be faster, particularly where new medical evidence is clear and compelling. You will receive written notice of the outcome.
Can I request a new assessment instead of a review?
Yes — if your parent's needs have changed significantly since the original assessment, a new assessment may be more appropriate than reviewing the old decision. A new assessment produces a fresh outcome rather than reconsidering the previous one. Call My Aged Care on 1800 200 422 to discuss which pathway suits your situation.
Can I add more information after I have submitted the review request?
The Department can ask you for additional documents or information during the review process. If you have new evidence after submitting — a further GP letter, a recent specialist report, a record of a hospital admission — contact the Review of Decisions Section directly to provide it.
What if my parent has dementia or cannot advocate for themselves?
A registered supporter — someone formally registered with My Aged Care to act on your parent's behalf — can submit the review request for them. If you are not yet registered as a supporter, call My Aged Care on 1800 200 422. The assessor can also set this up during the assessment itself.
Does the internal review cost anything?
No. The internal review is free of charge. If you proceed to the Administrative Review Tribunal after an unsuccessful internal review, there will be a charge. Fee reductions are available for eligible applicants.
What is the Administrative Review Tribunal (ART)?
The ART is an independent federal body that reviews government decisions. It replaced the Administrative Appeals Tribunal (AAT) in October 2024 — the AAT no longer exists. You cannot apply to the ART until the internal review is complete. More information is at art.gov.au.
This guide is for information only and does not constitute legal or financial advice. Process steps verified against My Aged Care and the Department of Health, Disability and Ageing Guide to Aged Care Law, June 2026. Government processes can change — verify current requirements at myagedcare.gov.au or by calling 1800 200 422.
The internal reviewer has 90 days to reassess the decision. In practice it may be faster, particularly where new medical evidence is clear and compelling. You will receive written notice of the outcome.
Yes — if your parent's needs have changed significantly since the original assessment, a new assessment may be more appropriate than reviewing the old decision. A new assessment produces a fresh outcome rather than reconsidering the previous one. Call My Aged Care on 1800 200 422 to discuss which pathway suits your situation.
The Department can ask you for additional documents or information during the review process. If you have new evidence after submitting — a further GP letter, a recent specialist report, a record of a hospital admission — contact the Review of Decisions Section directly to provide it.
A registered supporter — someone formally registered with My Aged Care to act on your parent's behalf — can submit the review request for them. If you are not yet registered as a supporter, call My Aged Care on 1800 200 422. The assessor can also set this up during the assessment itself.
No. The internal review is free of charge. If you proceed to the Administrative Review Tribunal after an unsuccessful internal review, there will be a charge. Fee reductions are available for eligible applicants.
The ART is an independent federal body that reviews government decisions. It replaced the Administrative Appeals Tribunal (AAT) in October 2024 — the AAT no longer exists. You cannot apply to the ART until the internal review is complete. More information is at art.gov.au.
Once your classification is confirmed
Know exactly what your classification means for your support budget, provider fees, and what to check every quarter.
The Complete System covers fee negotiation, service agreements, and how to avoid the mistakes that cost families thousands in care they're already entitled to.
Get the Complete System — $97 →This guide is for information only — not legal, medical, or financial advice. Verified against the Aged Care Act 2024 and Aged Care Rules 2025. Check myagedcare.gov.au for current rates and rules.