Digital platform operators

The Commission regulates digital platform operators under the new Aged Care Act 2024 (Aged Care Act). If you’re a digital platform operator, there are obligations you need to meet.

Who is a digital platform operator

Under the Aged Care Act and Aged Care Rules 2025, an organisation is a digital platform operator if they:

• operate (run) an application (app), website or system that older people can use to access Australian Government-funded aged care services
• act as an intermediary between older people looking to access aged care services and entities (workers or providers) delivering these services. This means the digital platform operator acts as a link, or third party, connecting the older person to the service
• receive payments for providing these intermediary services. This could be directly from the older person or another source, even if another company (such as Square, or PayPal) is processing the payments.

An organisation or person isn’t a digital platform operator if they:

• don’t provide older people access to aged care services
• only provide disability support services 
• only provide registered providers access to services as part of the services they deliver 
• are a registered provider operating as a closed model, using technology to connect their workers to the older people already in the provider’s care
• are a cloud-based platform that provides software solutions to registered providers.

Your obligations as a digital platform operator

All digital platform operators need to meet obligations about checking and displaying on the platform: 

• registration and banning orders
• worker screening
• credentials and qualifications.

Digital platform operators that are constitutional corporations need to meet obligations about:

• operating the digital platform
• displaying the Statement of Rights on the platform
• managing complaints
• managing reportable incidents
• reporting
• record keeping
• providing information.

If you don’t meet your obligations, we have certain compliance and enforcement actions we can take under the Aged Care Act. 

To find more information about your obligations, you can use the Aged Care Provider Requirements Search on the Department of Health, Disability and Ageing’s website.

Tell us you’re operating a digital platform

If you’re a digital platform operator that is a constitutional corporation, you must notify (tell) us within 14 days of starting operations:

• that you’re operating the platform
• the service types you plan to provide access to through your platform. 

If there’s a change in the operator of the digital platform, the new operator must tell us within 14 days.

If you’re not a constitutional corporation, you don’t have to notify us of these things. 

What you need to do

Complete the Digital platform operator notification form to notify or update us about your operation.

If you are a digital platform operator who is also a registered provider, or planning to be one, you still need to tell us you are operating a digital platform through this form.

Email the completed form to info@agedcarequality.gov.au within 14 days of:

• your operation commencing, or
• changes in your operation.

Quarterly reporting requirements

If you're a digital platform operator that is a constitutional corporation, you must report to us each quarter. Your quarterly report needs to include:

• the number and type of complaints you received, referred or handled about each registered provider (provider) and aged care worker (worker)
• the number and type of reportable incidents you reported, referred or handled about each provider and worker
• the number and details of providers, workers, other organisations and older people that you removed from your platform, and why
• the total number of providers, workers and other organisations delivering (or available to deliver) funded aged care services through your platform
• the number of older people who received services through your platform.  

You must submit 4 quarterly reports each financial year.

These reporting periods and submission dates apply from the start of the Aged Care Act:

What you need to do

Complete and submit the required information to us using the Digital platform operator reporting form and reporting spreadsheet.

If you have nothing to report for sections 3 to 5 of the reporting form, you do not need to complete the reporting spreadsheet.

Email your quarterly reporting to us at info@agedcarequality.gov.au by the due date.

More information

If you have any questions, you can contact us.