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Department of Health

CAPS - Where to get help?

Where to get information about CAPS

For free information, referral services, and advice about continence products from a professional continence nurse contact the National Continence Helpline on 1800 330 066 or visit the Continence Foundation of Australia website.

To report a change in circumstance or inquire about CAPS payments contact Medicare on 132 011 or the CAPS Team on 1800 239 309.

Other useful contacts are:

  • My Aged Care 1800 200 422
  • Translating and Interpreting Service (TIS National) on 13 13 450
  • National Relay Services (NRS) on 133 677 TTY/voice and
    1300 555 727 speak and listen.
How to provide feedback on CAPS

You can provide feedback on CAPS by:

  • emailing the Department of Health at continence@health.gov.au
  • calling Medicare on 132 011 or the CAPS Team on 1800 239 309
  • post:
    Continence Aids Payment Scheme
    Department of Human Services
    GPO Box 9822
    SYDNEY NSW 2001
Role of Department of Human Services (Medicare)

The Department of Human Services is responsible for the administration of the CAPS, including the processing of applications and delivering payments through the Medicare Australia program.

All enquiries regarding the processing of CAPS applications and payments should be directed to Medicare on 132 011 or the CAPS Team on 1800 239 309.

Role of the Department of Health

The Department of Health is responsible for defining and managing the policy for CAPS, ongoing public communications about the Scheme, liaising with the Department of Human Services (Medicare) about eligibility and/or payment issues, and responding to policy enquiries.

Who has access to your CAPS personal information

The Department of Human Services (Medicare) and staff at the Department of Health are bound by the Privacy Act 1988 and the Information Privacy Principles under section 14 of the Act.

Both Department of Human Services (Medicare) and Departmental staff will have access to client information to manage the CAPS, however bank account details are accessed only by Department of Human Services (Medicare) staff and only in order to make CAPS payments.

All applications and client records are managed and securely stored in accordance with the National Archive Guidelines.

Where to get help with incontinence

Consult your doctor or contact the National Continence Helpline on 1800 33 00 66. This is a free telephone advisory service staffed by a team of continence nurse advisors who provide information, education and advice to callers with incontinence or who are caring for someone with incontinence. The Helpline also provides information and advice to health professionals.

The Helpline is available to anyone living in Australia and operates 8am-8pm (AEST) Monday to Friday.

If you need an interpreter, please call TIS National on 131 450 and ask them to call the Continence Foundation of Australia on 1800 33 00 66. Telephone interpreter services are provided free of charge to you. 

You can also visit the Continence Foundation of Australia website, where you can access information on continence, including in languages other than English.

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