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

# SAH monthly statements

> How to generate, review, and send monthly participant statements for Support at Home in Visualcare

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.

<Warning>
  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.
</Warning>

## Recommended workflow

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

## Generating statements

<Steps>
  <Step title="Navigate to Statements">
    Go to **Timesheets** → **SAH Claiming** → **Statements**.

    The dashboard shows a banner for each month indicating how many participants need statements:

    | Banner colour  | Meaning                                                    |
    | -------------- | ---------------------------------------------------------- |
    | **Blue**       | Current month - statements can be created but not sent yet |
    | **Amber**      | Previous month - statements overdue                        |
    | **Red**        | Two months ago - urgent                                    |
    | **Green tick** | All up to date                                             |
  </Step>

  <Step title="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.
  </Step>

  <Step title="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
  </Step>
</Steps>

### Why statements fail

| Reason                                        | What to do                                             |
| --------------------------------------------- | ------------------------------------------------------ |
| Participant not connected to Aged Care Portal | Connect the participant via the Support at Home tab    |
| No active budget                              | Verify the participant has an active SAH budget period |
| Missing or invalid email address              | Update the email address on the client profile         |
| Missing or incomplete postal address          | Update the postal address on the client profile        |

## Reviewing and sending statements

<Steps>
  <Step title="Filter to draft statements">
    Filter the statement list by **Status = Draft** to focus on statements ready for review.
  </Step>

  <Step title="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).
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Understanding what's in a statement

### Overview page

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

### Budget summary

| Item                                   | Source                                                                     |
| -------------------------------------- | -------------------------------------------------------------------------- |
| **Total ongoing quarterly budget**     | Participant's quarterly allocation                                         |
| **Unused funds from previous quarter** | Carried forward balance                                                    |
| **Current month expenditure**          | Drawn from the payment file for the period                                 |
| **Remaining balance**                  | Pulled from the Services Australia API at the time of statement generation |

<Note>
  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.
</Note>

### 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).

### 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.

### 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

### 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.

## 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.

## Running into issues?

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

## Related articles

<CardGroup cols={2}>
  <Card title="SAH financials" icon="chart-line" href="/client-management/sah-financials">
    Manage HCP and SAH budgets and financial exports
  </Card>

  <Card title="Billing to SAH" icon="dollar-sign" href="/finance/billing-to-sah">
    Submit claims and reconcile payments with Services Australia
  </Card>

  <Card title="SAH client profile" icon="user" href="/client-management/sah-client-profile">
    View API connection status and refresh participant budget data
  </Card>

  <Card title="SAH adjustments" icon="rotate" href="/client-management/sah-adjustments">
    Handle claim adjustments that appear on participant statements
  </Card>
</CardGroup>