> ## 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.
# 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.
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
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.
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
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 |
| 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 |
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)**
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
**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.
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
Once claims are reconciled, create invoices:
1. From a claimed item, click **Create Invoice**
2. 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**
| 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 |
| Setting | Description |
| --------------------------- | ----------------------- |
| **Company File** | Your MYOB company file |
| **Invoice Delivery Status** | Default delivery status |
| **Payment Terms** | Default payment terms |
| 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) |
| 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:
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 |
## 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.
## Running into issues?
See [SAH claiming troubleshooting](/troubleshooting/sah-claiming-errors) for common errors and fixes.
## Related articles
Overview of all billing and export options in Visualcare
Export invoices to Xero, MYOB, and other accounting platforms
Submit Commonwealth Home Support Programme claims