> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing to Support at Home

> Step-by-step guide to creating, submitting, and reconciling Support at Home claims in Visualcare

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.

<Note>
  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**.
</Note>

## How SAH claiming differs from HCP

| HCP claiming                   | SAH claiming                                                                   |
| ------------------------------ | ------------------------------------------------------------------------------ |
| Monthly bulk submission        | Claim at any time (weekly or monthly)                                          |
| Single invoice per participant | Split invoices (government and participant)                                    |
| No reconciliation needed       | Reconciliation from Services Australia is needed                               |
| Simple CSV export              | Detailed CSV with conditional fields                                           |
| No attachment requirements     | Assistive Technology (AT) and Home Modifications (HM) need receipt attachments |

<Accordion title="Before you begin a claim">
  * Services Australia API connection completed [Services Australia integration for Support at Home](/integrations/sah-api)
  * Services Australia API connection completed. This must be completed prior to adding services or expenses. [SAH participant profile](/client-management/sah-client-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](mailto:support@visualcare.com.au) for assistance.
</Accordion>

## Instructions

<Steps>
  <Step title="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.

    <Warning>
      Make sure timesheets and expenses use the correct SAH service linked to the relevant SAH service. HCP codes don't work for SAH claiming.
    </Warning>
  </Step>

  <Step title="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

    <Warning>
      When a participant is receiving services through an **ongoing** classification and the **Restorative Care** classification at the same time, the provider will need to manually enter "RC" into column H "Funding Source" of the claim file.
    </Warning>
  </Step>

  <Step title="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](/troubleshooting/sah-claiming-errors)  
  </Step>

  <Step title="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.
  </Step>

  <Step title="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
  </Step>

  <Step title="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

    <Tip>
      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.
    </Tip>
  </Step>
</Steps>

<Warning>
  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](mailto:support@visualcare.com.au) and request a Budget Refresh for all Support at Home participants

  This MUST be completed before monthly statements are generated.
</Warning>

## Payment information

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

| Field                    | Description                                           |
| ------------------------ | ----------------------------------------------------- |
| **Claimed Amount**       | Total amount you submitted                            |
| **Paid Amount**          | Amount received from Services Australia               |
| **Variance/GAP**         | Difference between claimed and paid (with percentage) |
| **Reconciliation Notes** | Notes about any payment discrepancies                 |

## 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.

### Invoice statuses

| Status            | Description                          |
| ----------------- | ------------------------------------ |
| **Draft**         | Invoice created but not yet exported |
| **Downloaded**    | CSV export has been downloaded       |
| **Exported/Sent** | Sent to accounting system via API    |

### 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**

<Accordion title="Xero integration settings">
  | Setting                 | Description                                                                                           |
  | ----------------------- | ----------------------------------------------------------------------------------------------------- |
  | **Xero Use GST**        | Tick to have Visualcare apply its own GST codes rather than pulling them from the Xero inventory item |
  | **GST Code**            | Code for GST-applicable items                                                                         |
  | **GST-Free Code**       | Code for GST-free items                                                                               |
  | **Invoice Days**        | Days until payment due                                                                                |
  | **Tracking Categories** | Map Area, Division, or Client Type to Xero tracking                                                   |
</Accordion>

<Accordion title="MYOB integration settings">
  | Setting                     | Description             |
  | --------------------------- | ----------------------- |
  | **Company File**            | Your MYOB company file  |
  | **Invoice Delivery Status** | Default delivery status |
  | **Payment Terms**           | Default payment terms   |
</Accordion>

<Accordion title="Data fields included in invoice exports">
  | Field               | Description                                      |
  | ------------------- | ------------------------------------------------ |
  | Invoice Number      | Unique invoice identifier                        |
  | Invoice Date        | Date the invoice was created                     |
  | Due Date            | Payment due date (configurable per organisation) |
  | Participant Name    | Name of the care recipient                       |
  | Service Description | Description of the service provided              |
  | Service Code        | Accounting code for the service item             |
  | Quantity            | Number of units delivered                        |
  | Unit Amount         | Price per unit                                   |
  | Total Amount        | Line item total                                  |
  | Payer               | Accounting code for the payer or funder          |
  | GST/Tax Code        | Applicable tax type (GST or GST-Free)            |
  | Tracking Categories | Area, Division, or Client Type (for Xero)        |
</Accordion>

<Accordion title="Common export errors">
  | Error                           | Cause                                                 | Solution                                                              |
  | ------------------------------- | ----------------------------------------------------- | --------------------------------------------------------------------- |
  | Missing Payer (Accounting Code) | No payer accounting code assigned to the invoice line | Assign a payer with an accounting code to the participant's agreement |
  | Missing Service Accounting Code | Service doesn't have an accounting code configured    | Configure an accounting code in the service setup                     |
  | Invoice not found               | Attempting to export a deleted or invalid invoice     | Refresh the invoice list and try again                                |
  | Invoice has been \[status]      | Invoice already exported or in a non-exportable state | Only draft or downloaded invoices are re-exportable                   |
  | No invoice refs to export       | No invoices selected for export                       | Select at least one invoice before exporting                          |
</Accordion>

### 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

## Claim statuses

| Status               | Label shown | Description                               | Available actions                                |
| -------------------- | ----------- | ----------------------------------------- | ------------------------------------------------ |
| **Draft**            | Draft       | Claim is being prepared                   | Add or remove items, submit, delete, preview CSV |
| **Submitted**        | Submitted   | Sent via API, awaiting processing         | View details, upload reconciliation              |
| **CSV**              | Submitted   | Exported as CSV for manual upload         | Upload reconciliation, amend (return to draft)   |
| **Claimed**          | Claimed     | Services Australia has approved the claim | Create invoice, export details                   |
| **Partially Closed** | Processing  | Some items invoiced, others remain        | Create invoice, export details                   |
| **Rejected**         | Rejected    | Services Australia rejected the claim     | Edit the claim, resubmit                         |
| **Closed**           | Closed      | All items have been invoiced              | View only (historical record)                    |

## SAH service types and attachment requirements

| Code   | Service type         | Description                  | Attachments needed          |
| ------ | -------------------- | ---------------------------- | --------------------------- |
| **AT** | Assistive Technology | Equipment and devices        | Yes (receipts and invoices) |
| **CM** | Care Management      | Care coordination            | No                          |
| **EL** | Everyday Living      | Personal care, domestic help | No                          |
| **HM** | Home Modifications   | Ramps, rails, modifications  | Yes (receipts and invoices) |
| **RC** | Respite Care         | Short-term relief care       | No                          |
| **ON** | Home Support Ongoing | Regular ongoing services     | No                          |

## 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

## Typical claiming timeline

| Stage                     | Typical duration           |
| ------------------------- | -------------------------- |
| Draft to submit           | 5 to 15 minutes            |
| Submit to response        | 24 to 48 hours             |
| Reconciliation to invoice | 5 to 10 minutes            |
| **Total**                 | Two to three business days |

## 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.

<Note>
  The late submission code must be added manually to columns **V** and **W** of the claim CSV Visualcare generates, before uploading to ACPP.
</Note>

### Standard deadlines

| Claim type                             | Deadline                                     |
| -------------------------------------- | -------------------------------------------- |
| Ongoing services (quarterly)           | 60 days after end of quarter                 |
| Restorative Care / End-of-Life Pathway | 60 days after end of episode                 |
| AT-HM scheme                           | 60 days after end of allocation period       |
| Care management account                | 60 days after end of financial year (29 Aug) |
| Participant exit                       | 60 days after exit date                      |

**Quarterly deadlines:** 30 May (Jan–Mar) · 29 Aug (Apr–Jun) · 29 Nov (Jul–Sep) · 1 Mar (Oct–Dec)

<Note>
  **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.
</Note>

### Late submission codes and evidence

| Code                        | Reason                                        | Evidence (examples)                                              |
| --------------------------- | --------------------------------------------- | ---------------------------------------------------------------- |
| `SHORT_STAFFED`             | Staff shortages/recruitment                   | Resignation letter, recruitment records, new-hire offer/contract |
| `HEALTH_CONDITION`          | Staff illness                                 | Medical certificate, approved sick leave, stat. declaration      |
| `STAFF_TRAINING`            | Training/capacity building                    | Certificate, registration, leave approval for training           |
| `LEAVE`                     | Annual/personal leave                         | Leave approval or roster/timesheet record                        |
| `CULTURAL_LEAVE`            | Cultural leave (e.g. NAIDOC)                  | Brief explanation (free text)                                    |
| `IT_ISSUE`                  | System outage/maintenance                     | Screenshots, outage notice, IT ticket                            |
| `CYBER_SECURITY`            | Breach/cyber incident                         | Incident report, breach notification, OAIC report                |
| `DATA_ISSUE`                | Database/data warehouse issues                | Screenshots, incident report, error logs                         |
| `LATE_THIRD_PARTY`          | Late third-party invoicing                    | Invoice/receipt with date                                        |
| `NATURAL_DISASTER`          | Disaster, border restriction, outbreak, death | Gov notice, BOM warning, media coverage                          |
| `FIRST_NATIONS_PEOPLE`      | First Nations extenuating circumstances       | Brief explanation (free text)                                    |
| `ADMINISTRATIVE_ERROR`      | Commonwealth error                            | Evidence of incorrect payment/advice                             |
| `COMPLEX_HOME_MODIFICATION` | Build interrupted by death/health decline     | Exit/death notice + proof build underway                         |
| `DECEASED_CARE_RECIPIENT`   | Deceased participant                          | Death certificate, Centrelink/BDM notice                         |
| `OTHER`                     | Anything else                                 | Brief explanation + supporting evidence                          |

<Note>
  Providers must retain evidence and may be subject to program assurance review.
</Note>

### 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

### 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.

## Frequently asked questions

<Accordion title="ISO AT-HM codes don't match the items shown in Visualcare">
  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.
</Accordion>

<Accordion title="I accidentally duplicated a service and claimed for it. How do I adjust?">
  The SAH portal doesn't accept negative amounts on claims. Contact Services Australia directly to resolve duplicate claims on an ad-hoc basis.
</Accordion>

<Accordion title="Does data export invoicing include co-contributions?">
  Yes. Data export invoicing includes co-contributions. Visualcare uses the participant contribution category values to generate separate government and participant invoices.
</Accordion>

<Accordion title="How are invoice line items split between participants and Services Australia?">
  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.
</Accordion>

<Accordion title="Can I reconcile a claim that wasn't created in Visualcare?">
  No. The **Upload Reconciliation** workflow only applies to claims created on Visualcare's SAH Claiming screen. Visualcare matches the reconciliation file against the items in the original claim, so a claim submitted outside Visualcare has nothing to match against. To bring externally submitted claims into Visualcare, contact [support@visualcare.com.au](mailto:support@visualcare.com.au).
</Accordion>

<Accordion title="Is bulk claiming still available under Support at Home?">
  Yes. You can submit bulk claims for multiple participants over a selected timeframe, or submit claims for individual participants and service items.
</Accordion>

<Accordion title="What happens if participant information doesn't match between Visualcare and Services Australia?">
  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.
</Accordion>

## Running into issues?

See [SAH claiming troubleshooting](/troubleshooting/sah-claiming-errors) for common errors and fixes.

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