The questions families ask us most.

No. Both options let you keep living in your home for as long as you choose. The Home Equity Access Scheme and a reverse mortgage are both repaid later, usually when the home is sold. If a partner is still living there, they can normally stay.

No. We explain how each option works and guide you through the process, but we don't give financial or credit advice. Services Australia's Financial Information Service is free and can explain how a choice affects your pension. Before you commit, we encourage you to get independent advice as well.

Nothing, and you are under no obligation to go further. We use the first call to understand your situation and tell you which options may fit. If you go ahead, we set out any costs in writing before any work starts.

Yes, with your agreement. Many of our conversations include a son or daughter, and they are welcome on every call. If they hold a power of attorney, a few extra documents are needed, and we tell you which ones at the start.

A Customer Reference Number is how Services Australia identifies you. If you have ever dealt with Centrelink or received a payment, you have one. It is printed on old letters and on concession cards. If you don't have one, Services Australia creates one when you prove your identity. We help with this.

It helps, but it isn't essential. myGov is the easiest way to send documents to Services Australia and read their letters, and we can help you set it up and link it. If paper suits you better, we use the paper process instead.

Yes. Services Australia currently asks couples applying for the scheme to confirm their identity in person at a service centre. You can usually do this together in one visit. We tell you exactly what to bring and help you book the appointment.

You do, by hand, on the official form. Some declarations, for example by a co-owner, must be signed in front of an eligible witness such as a Justice of the Peace. We show you where to sign and who can witness.

They write to you, usually through your myGov inbox, and give you a date to reply by, often 14 days. If a letter goes unanswered, the application can be delayed. We keep track of these letters with you.

Services Australia sets the processing time, and it varies with how busy they are and whether they need more information. When it receives your application, it gives an estimated completion date. We keep track of it with you and let you know as soon as anything changes.

No. Australian law requires every reverse mortgage to carry a no negative equity guarantee. When the home is sold, the amount you owe can't be more than the sale price, even if interest has built up for many years. The Home Equity Access Scheme has the same protection. Read MoneySmart's explanation.

For the Pension Top-Up, Services Australia decides, based on the Scheme's rules. For the Care Advance Loan, Care Advance assesses your application, your age and the property, and gives you a written offer if it is approved. If the answer isn't what you hoped for, we talk through the other options open to you.

Yes. Care is the most common reason, but it is your money, and what you use it for is your choice.

Yes. You must get independent legal advice before a reverse mortgage settles. The solicitor explains the contract and makes sure you understand it. We help you get your documents ready so the appointment goes smoothly.

It depends on the option. Most people need identification, a recent council rates notice and their building insurance details. Some also need a loan statement or power of attorney documents. We tell you which ones at the start, and we obtain the title search for you.

In our customer system, which is hosted in Australia. Only the people helping you can see your details, and we never sell them. You can ask us at any time what we hold, or ask us to correct or delete it. See our privacy policy.