Billing to Support at Home

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.

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

Instructions

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 use the correct SAH service codes. HCP codes don’t work for SAH claiming.

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

Check validation and fix errors

Before submission, the system validates each line item. Items show one of three statuses:

Status	Meaning	Action
Blocker (red)	Fix before submitting	Missing funding arrangement, expired funding, or missing attachments
Incomplete (yellow)	Warning, but you can still submit	Missing participant accounting code
Ready (green)	Good to go	Ready to submit

Common validation errors and resolutions

Error	What it means	How to resolve
Budget funding type does not match the service funding type	The item’s budget category doesn’t match the service	Check the participant’s budget assignment matches the service being claimed
Budget available amount is insufficient	Not enough budget remaining	Verify the budget balance or discuss a budget top-up with the participant
Applicable date is outside of budget period	Service delivered outside the budget date range	Check budget start and end dates match the service delivery date
Applicable date is outside of service active period	Service delivered when the service wasn’t active	Verify service effective dates in the participant’s agreement
Applicable date is a future date	Claiming for services not yet delivered	Wait until the service date has passed
Attachment is required for high cost items	Items over A$15,000 under AT, HM, or AS funding need documentation	Attach the required supporting documents

Submit the claim

Choose a submission method:Option A: API submission (automatic)

For providers with a Services Australia API connection configured
Click Submit and the claim sends instantly
Expect a response within 24 to 48 hours

Option B: CSV export (manual)

Click Export CSV to download the file
Log into the Services Australia Provider Digital Access (PRODA) portal
Upload the CSV and any required attachments
Submit through the portal

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.

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

For CSV-exported claims, you can also:

Amend the claim (return to draft status) if corrections are needed
Manually mark as paid for special cases with aggregated data

Generate invoices

Once claims are reconciled, create invoices:

From a claimed item, click Create Invoice
Two invoice types are generated:
- 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

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.

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	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 line items cover timesheets (support worker time entries), expenses (reimbursable purchases), and ATHM items (Assistive Technology and Home Modifications).

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

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

MYOB integration settings

Setting	Description
Company File	Your MYOB company file
Invoice Delivery Status	Default delivery status
Payment Terms	Default payment terms

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)

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

Reconciling with accounting software

After exporting invoices:

Import the CSV file into your accounting software (for CSV exports) or review the automatically created invoices (for API integrations)
Review imported invoices for accuracy
Process payments as they come in
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

Frequently asked questions

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.

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.

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.

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.

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.

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.

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

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Timesheets

Finance

Incidents

Compliance

Operations

Reporting

Apps & Portals

Integrations

How SAH claiming differs from HCP

Instructions

Payment information

Exporting invoices to accounting software

Invoice statuses

Setting up for SAH invoicing

Reconciling with accounting software

Claim statuses

SAH service types and attachment requirements

Best practices

Typical claiming timeline

Frequently asked questions

Running into issues?

Claiming and invoicing overview

Billing to accounting software

Billing to CHSP

​How SAH claiming differs from HCP

​Instructions

​Payment information

​Exporting invoices to accounting software

​Invoice statuses

​Setting up for SAH invoicing

​Reconciling with accounting software

​Claim statuses

​SAH service types and attachment requirements

​Best practices

​Typical claiming timeline

​Frequently asked questions

​Running into issues?

​Related articles

Claiming and invoicing overview

Billing to accounting software

Billing to CHSP

How SAH claiming differs from HCP

Instructions

Payment information

Exporting invoices to accounting software

Invoice statuses

Setting up for SAH invoicing

Reconciling with accounting software

Claim statuses

SAH service types and attachment requirements

Best practices

Typical claiming timeline

Frequently asked questions

Running into issues?

Related articles