Claim for Support at Home services

Get ready to claim

You can submit your created invoices at any time, as saved in the Claim current invoices screen. You can create and submit multiple invoices until you’re ready to claim. You can only claim submitted invoices once per day.

Invoices claimed can be amended in ACPP. Claims including amended invoices will adjust budgets and previously claimed amounts accordingly.

If an invoice is submitted or amended outside of the 60-day claiming period after the budget ends, it must be approved by a delegate before it can be claimed. If multiple invoice items are submitted, the invoice will be held until the delegate has completed their assessment of the late invoice items and evidence supplied.

All invoice items submitted outside the 60-day claiming period should be packaged together in the one invoice. This will help avoid delays caused when a held invoice contains both current and late invoice items.

If you need help to claim for submitted invoices you can visit the Health Professional Education Resources or alternatively call us on the aged care providers enquiry line.

Learn more about what you need to know before making a Support at Home claim.

Create invoices

Log in to the Aged Care Provider Portal (ACPP). If you have multiple services, go to the Service ID bar to make sure you’re in the correct service. Enter invoice amounts either manually or via CSV for services delivered.

To enter invoices manually:

Select Create invoices under the Quick links from the service home page.
Select the Add item button.
Enter all the mandatory details and select the Add button.

If any of the data entered is incorrect and doesn’t meet Services Australia requirements, errors will display on screen. All errors must be fixed before adding the invoice item successfully.

To use the CSV file option to add multiple invoice items in bulk:

Select the Download CSV button on the Create invoices screen.
Save the updated file to your computer.
Select the Import CSV button to import the CSV file.

If any of the data in the file is incorrect and does not meet Services Australia requirements, errors will display on screen. All errors must be fixed in the CSV before adding the bulk invoice successfully.

To avoid errors, make sure:

there are no quotation marks in any of the fields
there are no commas, negative amounts or non-numerical values, such as $ @ # ! in the amount column
you’ve saved the file as a CSV, the system can only read CSV file
all mandatory fields are completed.

Upload supporting documents

You don’t need to upload evidence for every invoice item. However, you must keep records for all invoices you claim.

If an invoice items needs supporting documents:

the Requires information column will show Yes
a link will appear for that item.

Select the link to open the Document upload screen. Upload the required documents for that invoice item.

When all required documents are uploaded, a green tick appears next to each item. You can select Submit.

For any invoices that don’t require supporting documents, the Requires documents column will display No. You don’t need to take further action on these items.

Upload bulk supporting documents

If more than one invoice item needs evidence, you can upload documents in bulk.

To upload documents in bulk select Go to invoice bulk file upload.

You can upload documents by either:

dragging and dropping the files into the upload area
selecting Choose file(s) and selecting the files from your device.

The software matches your documents using the filename. When all documents are matched:

Select Attach files.
A tick appears next to each filename when the upload is complete.
Select Go to invoice details.

The Requires information column will now display No against all items that have an uploaded document.

Filename format

If you’re bulk uploading supporting documents, you need to name your files correctly so the system can match them automatically.

Use one of these formats:

invoice id + item number ~ attachment type ~ description
external item reference identifier ~ attachment type ~ description.

For example:

10001144791~quote~mobilityproducts.pdf
external123~invoice~mobilityproducts.png.

The description is optional, but it can help you identify documents later.

Submit your invoice

You can submit the invoice when all items show No in the Requires information column.

After submission, the invoice will show as Held for Services Australia delegate approval. Once approved, the invoice appears in Submitted invoices and is ready to claim.

If the documents do not meet the requirements:

the invoice will reopen
you can update and resubmit them.

If a file does not upload correctly

If the filename is incorrect, or doesn’t use the ~ symbol, the files will appear in the Invalid Files table.

To fix this, you’ll need to:

delete the files
rename them correctly
upload them again.

If the invoice or external identifying numbers are incorrect, the file will appear in the Unmatched files table. You can drag and drop these files onto the correct invoice items.

Claim submitted invoices

To claim invoices, make sure you’re working in the correct service by using the Service ID bar.

Once you’re in the correct service:

Select Claim current invoices under the Quick links from the service home page.
Open and held invoices and submitted invoices sections will be displayed on screen.
Only the submitted invoices can be claimed. If there are no submitted invoices, the Open and held invoices will require further action to submit before claiming.
Once you’re ready to proceed to claim your submitted invoices, select the I confirm button in the claim confirmation box, then select the Claim invoices button.
If you’ve successfully claimed your submitted invoices, you’ll see a successful receipt screen. Any submitted invoices are removed from the Claim current invoices screen as they’ve been claimed.
If you hover over the Claims and invoices tab at the top of the screen and select Claim summary, your claim will show with a status of Pending approval.

Before making a Support at Home claim

Understanding Support at Home, the cost of care and estimating care recipient contributions before making a claim.