Claim for Support at Home services

Get ready to claim

You can submit multiple created invoices at any time until you’re ready to claim. You can only claim your submitted invoices a maximum of once per day, providing there are no claims in Pending approval status.

Invoices claimed can be amended individually or via a CSV upload in ACPP. Claims including amended invoices will adjust budgets and previously claimed amounts accordingly.

Service providers have up to 60 days from the budget end date or departure date to submit and claim invoices for services delivered during the eligible period.

If you submit an invoice outside the 60-day claiming period, you need to include a reason for the late claim. You don’t need to submit evidence for late claims, however you need to keep evidence in case we ask for it later.

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 and amend 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 in the Create invoices screen or via the Import CSV option in the Manage invoices screen in the Quick links menu.

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

Select the Download template CSV button on the Current invoices tab in the Manage invoices screen.
Enter new invoice item details as required.
Enter any amended invoice details, making sure the Amendment Invoice Identifier, the Amendment Item Number columns and any late reasons are in the CSV.
Once completed, save file as CSV (Comma delimited) (*.csv) to your computer. CSV may contain up to a maximum of 10,000 line items.
Import the saved CSV file by selecting the Import CSV button on the Current invoices tab in the Manage invoices screen. The system will perform necessary validation checks on the information in the CSV.
Select the Refresh button to view the updated Submitted invoice status once processing is complete.

Once CSV is imported, invoices will be separated up to a maximum of 500 invoice items in each. The invoice status will be In Process whilst the system processes the invoices until the files have been refreshed.

Once the imported files have been refreshed, the invoices will be separated into Submitted and Open invoices. Submitted status for invoices ready to be claimed, and Open status for invoices with items that require further information.

To Submit Open invoices:

Go to the Items requiring more information tab to complete the required action.
Once required action completed, go to the Current invoices tab and Submit the invoice.

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
service delivery date is formatted as YYYY-MM-DD
all mandatory fields are completed
late submission reason code is entered if applicable.

To enter invoice items 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, errors will display on screen. All errors must be fixed before adding the invoice item successfully.

Document upload

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

If an invoice item needs supporting documents:

the Requires information column in the ‘Items requiring more information’ tab on the Manage invoices screen will show Yes
a link will appear for that item.

The Document upload section displays what type of document is required.

To upload a document:

To upload a document for an individual invoice item, select the Document upload required hyperlink to open the invoice details.
Select the type of document you are providing from the Document type dropdown menu
Select document button
Select the required document
Select the Open button.
Repeat steps 1-4 if multiple documents are required
Select Attach document to attach the document(s) to the invoice item.

When all required documents are uploaded, you can select Submit.

For any invoices that don’t require supporting documents, the Requires documents column in the ‘Items requiring more information’ tab on the Manage invoices screen will display No. You don’t need to take further action on these items.

Upload supporting documents in bulk

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 you successfully submit the invoice, it appears in a Submitted status and is ready to claim.

If the documents don’t meet the requirements:

the invoice will remain open
you can update and resubmit them.

If a file doesn't 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 your submitted invoices

Once you’re ready to claim your submitted invoices:

Select the Manage invoices screen under the Quick links from the service home page.
Invoices are displayed in a Submitted status on the Current invoices tab.
Select the Claim all submitted invoices button. Only Submitted status invoices will be included in the claim.
If you’ve successfully claimed your submitted invoices, you’ll see a successful receipt message. All submitted invoices will be removed from this screen.
Once calculated, your claim will show a Pending approval status on the Claim summary screen.
While a claim is pending approval, you cannot submit amendments for invoices included in that claim. An error message will appear if you try to amend those invoices.

Before making a Support at Home claim

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