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Monthly statements give SAH participants a summary of the services they received, their budget usage, and care management activity for a given month. Statements are generated in Visualcare and delivered to participants by email, post, or both.
Statements do not submit or reconcile claims and do not generate invoices. Always generate statements after completing claims and reconciliation for the month - statements generated before reconciliation may show estimated or incomplete figures.
Follow this order each month for accurate statements:
  1. Complete all claims for the month
  2. Reconcile submitted claims against the Services Australia payment statement
  3. Refresh participant budgets by opening each participant’s Support at Home tab
  4. Generate the monthly statement batch
  5. Export invoices
  6. Begin claiming for future months

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Generating statements

1

Navigate to Statements

Go to Timesheets → SAH Claiming → Statements.The dashboard shows a banner for each month indicating how many participants need statements:
2

Create a statement batch

Click Create. Select the participants to include - use Select All or tick individual participants. Apply filters by communication preference or search by name if needed. Click Create Statements.Statement generation runs in the background. Refresh the page to check progress.
3

Check statement status

Once generated, each statement shows one of two statuses:
  • Draft - generated successfully and ready for review
  • Failed - generation failed, see the failure reasons below

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Why statements fail

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Reviewing and sending statements

1

Filter to draft statements

Filter the statement list by Status = Draft to focus on statements ready for review.
2

Review each statement

Click a participant row to open the detail pane. Review the budget summary, expenditure breakdown, and contact details. If data has changed since generation, use the Recreate option for individual statements.To remove a participant from the batch, use the Delete option on their row. To remove the entire batch, click Delete Statement (available for draft batches only).
3

Send statements

Click Send Statements. The system emails statements to participants with an email preference, and packages PDFs into a ZIP file for participants who need a posted copy.Statements for the current month remain in draft - you can only send statements for previous months.
4

Download the ZIP for posting

After sending, click Download Zip to download the ZIP file containing PDFs for postal delivery. Print and mail these promptly.

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Understanding what’s in a statement

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Overview page

  • Provider logo and contact details
  • Participant name and MAC (My Aged Care) number
  • Statement period
  • Expenditure summary graphs by funding source

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Budget summary

The “Remaining Balance” reflects the API data at the moment the statement was generated, not the current live balance. Refresh the SAH tab before generating statements to get the most recent figure.

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Expenditure outside this period

This figure is the difference between: Total Quarterly Budget minus Remaining Balance minus Current Month Expenditure It represents spending that occurred in the quarter but outside the current statement period (for example, claims from earlier in the quarter).

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Pending charges

Items shown as pending are either:
  • Not yet claimed, or
  • Included in a claim that has not yet been reconciled
These figures are estimates until reconciliation is complete.

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Detail pages

Each service category gets its own section showing a breakdown of individual services with:
  • Service date
  • Service description
  • Rate type (hourly, daily, or item)
  • Units and unit cost
  • Government contribution amount
  • Client contribution amount

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Other funding pages

Assistive Technology, Home Modifications, Restorative Care, and End of Life budgets each appear as separate pages with the same structure as the Ongoing Quarterly section.

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Contact preference and delivery

Visualcare determines how to deliver a statement using the following priority order:
  1. Billing Preference set in the client profile under Details → Billing Details (Email, Print, or Both)
  2. Address Contact Preference set under Details → Address (Email or Post)
  3. System default - email if an email address exists, otherwise post
If a participant is not receiving statements as expected, check these fields in the order above. Update the email address or postal address on the client profile if either is incorrect.

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Running into issues?

See SAH claiming troubleshooting for common errors and fixes.

SAH financials

Manage HCP and SAH budgets and financial exports

Billing to SAH

Submit claims and reconcile payments with Services Australia

SAH client profile

View API connection status and refresh participant budget data

SAH adjustments

Handle claim adjustments that appear on participant statements