Frequently Asked Questions | National Assistance Card, Australia

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About Our FAQ Page

You can read the answers to our Frequently Asked Questions (FAQs) below – or contact us if you have other questions.

What is the National Assistance Card?

The National Assistance Card is a personalised card to assist people with disability and health conditions in the community.

The Card can be used in everyday or emergency situations where a cardholder needs assistance or support.

The National Assistance Card can:

help cardholders communicate their unique areas of difficulty and the assistance they may need
give cardholders greater independence
assist cardholders to feel more confident in everyday social situations
provide peace of mind for families and carers
enhance community understanding of disability and health conditions
support positive community interaction with cardholders.

Who can apply for the National Assistance Card?

Disability

The National Assistance Card is available to all people in Australia living with brain injury.

In Tasmania the Card is available to the autistic community. We’re excited to announce that the National Assistance Card will be launched nationwide for the autistic community in early 2025. We’re currently welcoming expressions of interest (EOI) from autistic applicants who live outside Tasmania. You can click here to fill out the EOI form.

The National Assistance Card Service hope that, in the future, the National Assistance Card will be available to all people in Australia with disability and health conditions.

Please note: As part of your application, you must provide a supporting document from a medical or allied health professional that verifies any disability or health condition you choose to list on your Card.

Age

There are no age restrictions for applying for the National Assistance Card.

The Card is available to children and adults.

You can read more about who is eligible to apply for a Card here.

How do I apply for the National Assistance Card?

You need to complete the National Assistance Card online application using a computer, smartphone or tablet.

You can access the online application and How to Apply Guides here.

To help you with your application we recommend you:

read the 'How to' guides – you can download them here
watch the 'How to' videos included in the application
ask a family member, friend or support worker to help you with the application.

I have started an application - how do I log back in to my application?

If you have already started an application but not submitted it yet, please log in to your application to complete it.

How to log in to your application

Visit the application portal here
Click ‘Start’
Click ‘Existing’
Enter your details (make sure you enter the same information you used to start your application)
First Name
Surname
Phone number (no spaces)
Email address
Tick ‘I am not a robot’
Click ‘Next’
Complete the verification code screen
A 6 digit code will be sent to your email or phone (you can choose which)
Enter the code and click verify

This opens your application.

Please complete and submit your application.

If you cannot log in to your application, please contact us.

If you have submitted your application, your application is under review and you cannot log back in.

Please contact us if you would like to make any changes to your submitted application or have any questions.

How much does the National Assistance Card cost?

A new National Assistance Card costs $44 (including GST).

If you need a replacement Card, it will cost $22 (including GST) – a replacement is only required if the Card is lost or an update of the information printed on the Card is required.

Why is there a cost for the National Assistance Card?

The cost contributes to the Card production and helps to pay for information and education resources about the Card.

Can NDIS (National Disability Insurance Scheme) and other third party organisations pay for the Card?

Applicants have been successful in claiming the cost of the Card from their NDIS plan and third party organisations such as compensation insurers.

People whose NDIS Plan is self-managed or plan-managed may be able to claim the cost of their National Assistance Card under the line item:- ‘Low cost AT for personal care and safety 03_090000911_0103_1_1’ from their Consumables budget. 

You can forward your National Assistance Card invoice or receipt to the relevant organisation to request payment or reimbursement.

What if I cannot pay for my Card?

If you are unable to pay for your Card due to social or financial hardship you can select the 'Other' or 'Unable to pay' options on the payment screen of the application. A National Assistance Card Service team member will contact you to discuss your options.

Why should I apply for a National Assistance Card?

You should apply for a National Assistance Card if you would like:

Assistance to explain the impacts you experience as a result of your disability or health condition
To feel more confident in the community – knowing you can show your Card if you get into difficulty
A sense of security knowing your nominated contact person can be called if required.

What does the National Assistance Card look like?

Example of the Front of the Card (above)

Brain Injury Trial (National): Example of the back of the Card (above)
Scan the QR code to view an example of written and video additional information

Autism Trial (Tasmania): Example of the Back of the Card (above)
Please note: issued Cards will include a personalised QR code

What does the Card include?

The National Assistance Card includes a cardholder's:

First and last name
Photo
Date of birth
Nominated contact person's name and phone number
(A cardholder can choose if this person is contacted).

Also printed on the Card:

Up to five areas of difficulty chosen by the cardholder
(for example: communication, fatigue, memory, processing information)
A QR code providing access to additional information (written or personalised video) that the cardholder has chosen to include
The Police Assistance Line phone number.

Where can I use my National Assistance Card?

Your Card can be used in everyday or emergency situations.
This includes:

shops, cafes, hotels and cinemas
banks, Centrelink and other Government departments
transport, such as airports, buses, trains, trams, taxis and Ubers
with family, friends and work colleagues
with first responders, such as police, ambulance, or fire.

People you show your Card to can read your Card and scan your QR code to learn more about the impacts you experience and/or how they can assist you.

Important

The National Assistance Card explains a cardholder's unique areas of difficulty. It does not make a cardholder exempt from the law.
The National Assistance Card is a community service. It is not an official identity card or legal document.

You can download the wallet sized Cardholder Guide here.

Is the information I provide when applying for my National Assistance Card safe?

All information provided to the National Assistance Card Service is kept private, confidential, and secure in line with the National Assistance Card Privacy Policy.

You can read our Privacy Policy here.

Why do I need to provide supporting medical documents with my application?

To ensure the success of the National Assistance Card as a community service it is important the cardholder’s disability and/or health condition has been professionally verified.

As part of the application, you must provide a supporting document to verify any disability or health condition you choose to list on your Card.

The documents must be from a medical or allied health professional and need to include your name and disability or health condition diagnosis. The documents do not need to go into detail.

We accept letters, reports, and certificates from the following professionals:

General practitioner (GP)
Medical specialist (for example, neurologist)
Clinical neuropsychologist or psychologist
Allied health practitioner (for example a physiotherapist, occupational therapist, speech pathologist).

A scan or photo of the document can be uploaded directly to the application, or you can email or post the document to the National Assistance Card Service.

Please know that:

Your personal data is protected by the National Assistance Card Service in accordance with our Privacy Policy.
Your supporting document is only accessed by the National Assistance Card team to assess your application eligibility.

I do not have a supporting document to verify my disability or health condition – can I still apply?

Supporting documentation to verify the applicant’s disability or health condition is a current requirement for the National Assistance Card.

You cannot apply if you do not have a supporting document to verify your disability or health condition.

However – even if you are not eligible – if you are interested in the Card we still want to hear from you!

The National Assistance Card Service acknowledge that not everyone will have supporting documentation to verify their disability or health condition.

The National Assistance Card Service hope that, in the future, the Card will be available to all people in Australia with disability and health conditions.

It is important for us to document how many people experience challenges with providing evidence of their disability or health condition.

Your feedback will help us to review eligibility requirements as part of our evaluation of the National Assistance Card.

If you do not have supporting documents to evidence your disability or health condition, please:

Why may some of the information from my Card be shared with Police?

Police have many different roles in our community including:

Preventing anti-social behaviour;
Dealing with community safety concerns;
Attending accidents;
Investigating crime;
Dealing with drug and alcohol affected people; and
Attending critical incidents and emergencies.

They also undertake many other tasks such as:

Building positive relationships with community groups and members;
Visiting schools and interacting with students;
Attending community events; and
Talking to and assisting vulnerable members of the community.

The National Assistance Card Service is working with Police in all States and Territories to ensure they are aware of, and informed about, the National Assistance Card.

We are trialling a data sharing agreement with Tasmania Police where National Assistance Card cardholders will have a flag added to a personal identity record in their State or Territory Police database.

In Tasmania, this means that, should Police be contacted for any reason regarding a cardholder, they will be able to access cardholder information prior to attending the call-out. Because Police will know in advance how a cardholder’s disability or health condition impacts them, what supports they may require, and who their nominated contact person is (should this be required), they will be able to provide an informed and considered response.

We hope to put similar data sharing agreements in place with police in other states and territories soon.

Please Note:

The only information provided to Police will be your: name, date of birth, address, areas of difficulty, QR code additional information and your contact person’s name and phone number.
Your supporting documentation will not be provided to Police.‍
‍Police in each State and Territory will sign an agreement with the Brain Injury Association of Tasmania (owners of the National Assistance Card Service) that they will only use National Assistance Card information provided to them if it is reasonably necessary for their work.
Police will only use information provided to them if it is reasonably necessary for their work.
If you decide you no longer want your National Assistance Card, your information on the Police information system will be deactivated and will not be able to be viewed by police (note: deactivated NOT deleted).

You can also show Police and/or other emergency services (ambulance, fire) your Card should you need assistance.

What should I do if I’m shown a National Assistance Card?

Read the Card.
Ask the cardholder how you can assist them.
Use clear, concise language
(not loud and slow).
Be friendly and respectful.
Scan the QR code, if requested or required, to find out more information.
Call the cardholder’s nominated contact person, if requested or required.
Assist the cardholder to access emergency support if requested or required, for example: ambulance or police.

Your understanding and assistance is appreciated.

You can download the National Community Assistance Guide here and the Tasmanian Community Assistance Guide here.

Why might a cardholder show their National Assistance Card?

There are many reasons why a person may choose to show their Card:

to communicate their needs
(for example: needing extra time to complete an activity or task)
because they are feeling overwhelmed, confused, disorientated or unsafe.

The cardholder may choose to show:

the front of their Card only.
This means they would appreciate your understanding and patience while they communicate to you the assistance they require.
both the front and back of their Card.
The back of the Card includes some of the areas where the cardholder has difficulty, and a QR code, which, when scanned, may link to additional information.

I have lost my National Assistance Card. What should I do?

We have developed a dedicated request a replacement card form which is now available here.

You can also contact the National Assistance Card Service here, and please provide your full name and contact details (phone number and email).

I have found a National Assistance Card. Where can I return it?

You can return the Card to:‍

National Assistance Card Service
PO Box 4580
Bathurst Street Post Office
Hobart TAS 7000

Or contact us here for more information.

I have a Tasmanian ABI ID Card/Brain Injury Assistance Card. What do I need to do?

The National Assistance Card has replaced the Tasmanian ABI (acquired brain injury) Identification Card Program and the Brain Injury Assistance Card Program.

You can apply for a National Assistance Card here or contact us here for more information about how to transition to the new Card.

What is brain injury?

Brain injury is defined as any damage or injury to the brain, occurring after birth, resulting in ongoing impairments. (The definition also includes Fetal Alcohol Spectrum Disorder which is brain damage caused by alcohol exposure before birth).

Common causes of brain injury include motor vehicle crashes, assaults, sporting accidents, stroke, lack of oxygen to the brain, brain tumours and degenerative neurological conditions.

The ongoing impairments a person may have could be physical, cognitive, emotional and/or behavioural.

Many of the effects of brain injury are not visible; this doesn’t make the impacts any less real.

Every brain injury is different.

What is autism?

Autism is a neurological and development condition that occurs when the brain develops differently.
Autism affects the way people sense, communicate, behave and interact with the world.
While there are some common autistic traits, people experience autism in different ways.
All, some, or none of a person's autistic traits may be obvious to others or only noticeable in difficult settings.

Where can I get information and support for brain injury, autism, epilepsy, intellectual disability, and mental illness?

Visit the Helpful Links section of our website to find local and national service providers. Click here.

How do I find out more about the National Assistance Card?

If you have a question about the National Assistance Card – please fill in our Contact Form; a member of the National Assistance Card Team will respond to your question.

You can complete the Contact Form here.

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