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Carer Gateway

New National Carer Support System

The Australian Government, in consultation with carers, has redesigned the way you will access carer services so that your needs as an individual, are the priority. This new system is strongly focused on giving you the tools to feel better and cope better with your caring role, so you can get on with life confidently and positively. It is the biggest reform to carer services in more than a decade.

The new system (also known as the Integrated Carer Support Service – ICSS) will introduce an expanded range of services and access points between July 2019 and April 2020. It will be delivered through the Carer Gateway, made up of a national website, online services and phone service – all supported by local services. The website will be your starting point for finding information and accessing carer support and services.

For most of you, the only change you will notice will be a different phone number to ring for support. Rest assured we will be by your side to help you transition to this new system.


From July 2019

The first stage of these new supports and services is the redesign and relaunch of the Government’s Carer Gateway website  which includes new online services such as a Carer Forum support, self-coaching, skills courses and a new phone counselling service.



carer gateway phone counselling imageGet one-on-one support with a professional counsellor over the phone if you feel stressed or overwhelmed. To use the service, simply select ‘Request a Callback’, fill in your details and someone will call you back within one business day. You can also call 1800 422 737 and select Option 1 (Monday to Friday 8am-6pm).

If you are distressed and need immediate support, please select the ‘Urgent Help’ tab for details of 24 hour crisis services.


carer gateway online forum image

Register to join the online forum and be part of a supportive community with other carers. Share stories and advice at a time that suits you and learn from each other in a safe space.



carer gateway self guided coaching imageExplore online carer coaching sessions – anytime, anywhere. You can reflect on how you are going, how you’d like things to be, and how you might take steps towards making that happen. Each session includes evidence supported information, practical tips, resources, reflection activities and stories from real Australian carers.



carer gateway skills courses imageOver the next six months six online education resources will be published to help you to learn new skills in caring for someone and yourself.



From April 2020

After 1st of April 2020 you will be able to access local services through a new network of regional partners of the Carer Gateway.


What you need to know about accessing supports between now and the end of March 2020


Accessing services through Carers ACT
If you are currently accessing services and supports through Carers ACT (including social activities, education groups, peer support groups, counselling, Deakin Cottage, Home Care Package Administration, the Hub program, respite support, NDIS planning etc) then until the end of March 2020 you will continue to access these services  in the same ways you already do.

In other words you can continue to call our 1800 numbers or use our email addresses.

We are currently working on what the access paths will be after 30 September and will keep you informed.


Accessing services through My Aged Care and NDIS 

The new system also won’t affect other carer services you receive through My Aged Care or the National Disability Insurance Scheme (NDIS).








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