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Visualcare’s Support at Home (SAH) claiming system lets you create, manage, and submit claims to Services Australia for reimbursement of services delivered to SAH participants. Once claims are reconciled, you export invoice data to your accounting software for financial processing.
Only users in the “Administration” user group have access to SAH claiming by default. To grant access to other users, go to Settings → User Group Permissions → Invoicing & Claiming.

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How SAH claiming differs from HCP

  • Services Australia API connection completed Services Australia integration for Support at Home
  • Services Australia API connection completed. This must be completed prior to adding services or expenses. SAH participant profile
  • Confirm each SAH service has the correct code applied in Maintenance > Services
  • Do not use a $0 charge rate for Support at Home services. Services with a $0 rate will not appear on the claims page
  • Any item with a blank “Claim Item Ref” will not be visible on the SAH claiming screen. It is possible services were added in the roster or expenses prior to linking the participant to the API. Please contact support@visualcare.com.au for assistance.

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Instructions

1

Record the delivered services

Support workers deliver SAH services and record them as regular timesheets and expenses in Visualcare. The system automatically identifies SAH-eligible services.
Make sure timesheets and expenses use the correct SAH service linked to the relevant SAH service. HCP codes don’t work for SAH claiming.
2

Create a claim

Navigate to Timesheets → SAH Claiming and click Create Claim.Select which services to include:
  • Tick the checkbox next to individual items
  • Use Select All to include all items matching your current filters
  • Apply filters to narrow down by participant, date range, item type, or service
Choose your action:
  • Click Save as draft to review the claim later
  • Click Create claim to proceed directly to submission
3

Submit the claim

CSV export (manual)
  1. Click Export CSV to download the file
  2. Log into the Services Australia Provider Digital Access (PRODA) portal
  3. Upload the CSV and any required attachments
  4. Submit through the portal
Please see article here for common error on PRODA when uploading a claim file SAH troubleshooting  
4

Receive the response from Services Australia

If approved: you receive a reconciliation file showing the approved amounts, broken down into the government-funded amount and the participant contribution amount.If rejected: you receive rejection reasons per service. Common reasons include invalid funding source codes, service dates outside the funding period, or exceeded budgets. Fix the errors and resubmit.
5

Upload the reconciliation file

Navigate to the submitted claim and click Upload Reconciliation. Upload the CSV file from Services Australia.The system validates the file and shows a review:
  • Success - all items match. Click Confirm to apply
  • Warning - some items would be removed. Review the impacted items, then confirm or cancel
  • Error - no items match. Verify you uploaded the correct file
6

Generate invoices

Once claims are reconciled, create invoices:
  1. From the invoices tab, click Create Invoice
  2. Select Date range - Select All - Create Invoice
  3. Three invoice types are possible:
    • Government invoice (marked with a “-G” suffix) - billed to Services Australia for the approved government funding
    • Participant invoice (no suffix) - billed to the participant for their contribution, if applicable’
    • Gap invoice (marked with GAP suffix) - billed to a nominated payer
Visualcare determines who to bill based on your configuration. The government invoice is billed to the payer set on the client’s SAH agreement (the Agreement Payer), or the payer on the client profile if no agreement payer is set. The participant invoice is billed to the accounting code set on the client profile.
Once a claim has reconciled, you’ll need to refresh the budget information pulled from the API so it’s reflected correctly on the participant’s SAH tab and on the dashboards. There are two ways to do this:
  1. Open each participant profile and load the SAH tab
  2. Email support@visualcare.com.au and request a Budget Refresh for all Support at Home participants
This MUST be completed before monthly statements are generated.

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Payment information

After a claim is reconciled, each claimed item shows a Payment Information panel with:

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Exporting invoices to accounting software

After generating invoices, export them to your accounting software. Visualcare supports direct API integrations with Xero, MYOB AccountRight, MYOB Advanced, QuickBooks Online, and Microsoft Dynamics 365. CSV export formats are available for Xero, MYOB, MYOB Advanced, Attache, TechOne, and Magiq.

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Invoice statuses

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Setting up for SAH invoicing

Before exporting SAH invoices, prepare your accounting software and Visualcare configuration: Accounting software:
  • Add Services Australia as a customer or contact for government invoices
  • Add SAH service items with the appropriate codes
  • Set up tracking categories for SAH-specific reporting (if using Xero)
Visualcare:
  • Assign an accounting code to each payer that matches your accounting software
  • Assign an accounting code to each SAH service
  • Configure your accounting software connection in Settings → Data Export

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Reconciling with accounting software

After exporting invoices:
  1. Import the CSV file into your accounting software (for CSV exports) or review the automatically created invoices (for API integrations)
  2. Review imported invoices for accuracy
  3. Process payments as they come in
  4. Reconcile payments in your accounting software

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Claim statuses

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SAH service types and attachment requirements

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Best practices

  • Claim regularly - submit weekly or monthly to avoid late submission issues
  • Check for blockers - always review red blocker errors before submitting
  • Attach receipts - make sure AT and HM services have receipts uploaded before claiming
  • Back up claim CSVs - save your original claim CSV before reconciliation
  • Late submissions - services older than 30 days need a late submission reason code

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Typical claiming timeline

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Lodging a late claim

Support at Home claims must be finalised within 60 days of the relevant deadline. Claims submitted from day 61 onwards are considered late and must go through Services Australia’s delegate approval process — payment isn’t guaranteed.
The late submission code must be added manually to columns V and W of the claim CSV Visualcare generates, before uploading to ACPP.

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Standard deadlines

Quarterly deadlines: 30 May (Jan–Mar) · 29 Aug (Apr–Jun) · 29 Nov (Jul–Sep) · 1 Mar (Oct–Dec)
Transitional arrangement: services delivered 1 Nov–31 Dec 2025 have until 31 March 2026 to submit without late-claim documentation. Standard 60-day rule applies from Q1 2026 onwards.

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Late submission codes and evidence

Providers must retain evidence and may be subject to program assurance review.

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How to lodge

  1. Select the code that best matches the cause (reference others in evidence if more than one applies)
  2. Gather the required evidence
  3. Submit via ACPP or B2G software — select code, attach evidence; claim is flagged for delegate review
  4. Unsure which code applies? Call Services Australia: 1800 195 206 (Mon–Fri, business hours)
  5. Standard claims process within 7 days; late claims take longer due to delegate review

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Participant exits

If a participant has exited, you have 60 days from the exit date to finalise outstanding claims/care events. Anything outside that window also requires a late submission code and evidence.

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Frequently asked questions

ISO codes published by the Department of Health are classification codes used for policy and eligibility guidance. Visualcare uses Services Australia’s technical claiming codes, which are the only codes accepted for SAH claim submissions.
The SAH portal doesn’t accept negative amounts on claims. Contact Services Australia directly to resolve duplicate claims on an ad-hoc basis.
Yes. Data export invoicing includes co-contributions. Visualcare uses the participant contribution category values to generate separate government and participant invoices.
The system automatically calculates the split based on the reconciliation data from Services Australia. Government and participant portions are tracked separately and exported as separate invoices.
Yes. You can submit bulk claims for multiple participants over a selected timeframe, or submit claims for individual participants and service items.
Mismatched information results in an error or rejected claim. These issues are flagged at the time of submission. Make sure participant details are accurate and up to date before submitting.

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Running into issues?

See SAH claiming troubleshooting for common errors and fixes.

Claiming and invoicing overview

Overview of all billing and export options in Visualcare

Billing to accounting software

Export invoices to Xero, MYOB, and other accounting platforms

Billing to CHSP

Submit Commonwealth Home Support Programme claims