Claim for Support at Home services

On 1 November 2025, the Support at Home program replaced the Home Care Packages program. There are changes to claiming as part of the transition to Support at Home. You can learn more about claiming for Support at Home from either:

• Support at Home invoice sample files.
• Aged Care Provider Portal (ACPP) - Health Professional Education Resources.

You’ll need an individual Provider Digital Access (PRODA) account to access the ACPP. If you don’t have one, you can register for an individual PRODA account.

Log in to PRODA

Steps to create, submit and claim for invoices using the Aged Care Provider Portal (ACPP).

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 should be submitted outside the 60-day claiming period 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.

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:

1. Select Create invoices under the Quick links from the service home page.
2. Select the Add item button.
3. 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:

1. Select the Download CSV button on the Create invoices screen.
2. Save the updated file to your computer,
3. 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 provide evidence of all invoice items being claimed, but service providers must keep a record of all claimed invoices.

Once invoice items have been added, the invoice items section under the Requires information column, will display a hyperlink if documents are required to be uploaded.

For manually uploading supporting documents, click the hyperlink to go to the Document upload screen to upload the documents required for the invoice item.

Alternatively, if there are multiple invoice items requiring evidence, users can select the Go to invoice bulk file upload button. This will open a new screen to allow the user to drag and drop the required evidence in bulk for each invoice item.

Once all documents have been matched and successful green ticks are displayed, the Submit button can be selected. The Requires documents column in the Create invoices screen will display No for all invoices that have been actioned.

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:

1. Select Claim current invoices under the Quick links from the service home page.
2. Open and held invoices and submitted invoices sections will be displayed on screen.
3. 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.
4. 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.
5. 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.
6. 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.