This month we are taking a closer look at Carer Gateway, an information, phone counselling, and peer support forum as well as module-based online wellbeing skills course for unpaid carers.

Carer Gateway is a free information and support service from the Australian Government for carers. They offer information, phone counselling, and an online peer support forum for unpaid carers of people with a mental illness, disability, medical condition or age-related frailty. Carer Gateway also offer a self-paced, module-based online wellbeing course to help carers build skills and resilience.

Carers can also access information articles on a range of topics related to their life circumstances and caring situation including;

• New carers
• The person they care for
• Working while caring
• Studying while caring
• Experiences and backgrounds

Carer Gateway also provides brief libraries of supports available for both carers themselves and supports for the person they care for.

Carer Gateway utilises a wide array of accessibility features including Readspeaker, compatibility with a screen reader, translated pages, easy English and Auslan resources, and First Nations specific information pages.

Carer Gateway offers a range of services for carers. Carers looking for support can access:

• Tailored support packages providing service and support specific to their caring role.
• Counselling for carers to discuss their situation and learn strategies to work through emotions.
• Links to services and information on income and financial support carers may be eligible for.

For carers looking to connect and develop their skills they offer:

• Online carer skills courses providing information, insights and practical tips important to their caring role. Each course is free and self-paced, with modules taking approximately 20-40 minutes to complete.
• Self-guided or in-person coaching sessions to help manage their caring role.
• Peer support groups to share stories, knowledge and experience, and learn from each other.

For carers preparing for their role they offer:

• Planned and emergency respite, allowing carers to take a break and take time for themselves to rest and recharge.
• Emergency contacts.
• An emergency care plan template, to store all the information about the person they care for, so it can be accessed quickly and easily.

Carer Gateway is designed to support unpaid individuals providing care for a family member or friend who;

• has a disability (including physical and psychological),
• has a mental illness,
• has a medical condition (including chronic conditions),
• and/or is frail due to age.

Eligible carers must live in Australia as a citizen, resident, or temporary resident and seeking help with;

• getting a break (accessing respite),
• education,
• finances,
• and/or their own health and wellbeing.

Carer Gateways phone counselling and online peer support forum are only for unpaid carers aged 18yr or older.

Carer Gateway is a one-stop shop for information, referrals, skills development, and support for carers. Funded by the Australian Government, it brings together multiple entry points to care and support services, making it easier for carers to find and access the assistance they need. Through a single website and phone service, carers can connect with tailored supports, practical resources, counselling, respite, and peer support.

Health professionals can use Carer Gateway as a referral pathway for carers who may benefit from additional information, counselling, peer support, respite services, or skills development programs. Practitioners may refer carers to a specific service, such as counselling or coaching, or encourage them to explore the Carer Gateway website more broadly to identify supports that meet their individual needs and circumstances. Carer Gateway also provides a centralised source of information that health professionals can use during assessments, care planning, discharge planning, and care coordination to connect carers with appropriate support.

Carer Gateway is free to access for eligible carers at any time.

Carer Gateway services can be accessed in-person, over the phone and online at https://www.carergateway.gov.au/. Carer Gateway phone counselling is available Monday to Friday between 8am and 5pm for eligible carers by calling 1800 422 737.

Carers can start by calling 1800 422 737 to find out if they are eligible to access services offered by Carer Gateway. Callers will be automatically connected to a local Carer Gateway service provider to discuss their caring role and support needs. Then, together with the service provider, callers will discuss their needs and create a plan regarding available services based on their priorities. Unless an emergency this should take 30 to 90 minutes.

Carer Gateway has undergone independent evaluation commissioned by the Australian Government. The 2025 Impact Evaluation¹ found that Carer Gateway improved carers’ access to support services and information, with many participants reporting positive impacts on their wellbeing, confidence in their caring role, and ability to continue providing care. The evaluation also highlighted areas for ongoing improvement, including increasing awareness of the service, improving accessibility for diverse populations, and strengthening engagement with carers before they reach crisis point.

¹ https://www.health.gov.au/resources/publications/impact-evaluation-of-carer-gateway-final-report?language=en