Catch the Error Before the Participant Does: The Support at Home Monthly Statement Review Checklist

A free, ready-to-use review checklist that finance and care staff work through before a Support at Home monthly statement leaves the building.

Key Takeaways

• Every Support at Home participant gets a monthly statement, including in months when no services were delivered, and it must reach them or their registered supporter by the last day of the following month.
• Support at Home prices are all-inclusive, so a separate travel or administration charge on a statement line is an error, not a pricing choice.
• The Government fully funds Clinical Support services, so any participant contribution showing against a clinical line needs correcting before issue.
• Carryover between quarters is capped at $1,000 or 10 per cent of the quarterly budget, whichever is higher, and statements should show the higher figure applied.
• Care management is claimed from the pooled account held by Services Australia, funded by 10 per cent of each participant's ongoing quarterly budget, and should never be drawn from service budget lines.

Why Statements Are Where Support at Home Trust Is Won or Lost

Since Support at Home commenced on 1 November 2025, the monthly statement has become the single document a participant actually reads about their funding. It sets out the funding available at the start of the month, every service delivered with its price, cancellations and no-shows, the government subsidy, the participant contribution, and the closing balance. If any of that is wrong, the participant finds out before you do.

Most statement errors are not fraud. They are a roster line never corrected after a morning cancellation, a legacy travel fee carried over from Home Care Package billing habits, a contribution applied to a clinical service the Government funds in full, or care management quietly drawn from the wrong pool. Each one is small. Repeated across a branch, they become a claiming problem, a complaints problem, and evidence that financial governance is not working.

The fix is mechanical: a named reviewer, a fixed list of checks, and a rule that nothing goes out with an unresolved N against it. This checklist supplies that list so your team is not rebuilding one in a spreadsheet each month.

What This Template Includes

• A control table and Document Control sign-off block so the checklist sits inside your policy library rather than beside it
• Part A: coverage, reporting period, issue deadline, delivery method and final statement triggers
• Part B: services delivered versus services claimed, including cancellations, no-shows and third-party delivery
• Part C: pricing accuracy, published price matching, and the all-inclusive pricing test
• Part D: participant contributions, Clinical Support treatment and no worse off arrangements
• Part E: care management volume, pooled account claiming and double counting
• Part F: opening and closing balances, carryover limits, committed AT-HM funds and retained unspent Home Care Package funds
• Part G: plain-language presentation, interpreter support and a named contact
• A role table showing who completes each part, a worked example of a real review, and an eight-step correction workflow for errors found after issue

Who Should Use This

• Finance and billing officers preparing the monthly statement run
• Care partners confirming that claimed services and care management actually happened
• Service delivery branch managers signing off pooled account claims and branch balances
• Quality and compliance managers who need evidence that statement accuracy is monitored
• Boards and governing bodies accountable for financial transparency to participants

Related Resources

• Getting Support at Home Monthly Statements Right covers what the statement must show and when it has to be issued.
• Support at Home Quarterly Budget Governance for Providers explains how quarterly budgets and carryover behave across a year.
• Administering Support at Home Participant Contributions walks through contribution rates and the no worse off arrangements.
• Proving Your Support at Home Pricing Is Reasonable sets out the evidence behind an all-inclusive published price.
• Fee Transparency and Financial Governance Policy is the policy this checklist operates under.
• Care Partner Obligations Every Support at Home Provider Meets explains the care records behind every care management claim.
• What a Support at Home Service Agreement Must Include sets the cancellation and pricing terms a statement has to follow.

Frequently Asked Questions

Do we still issue a statement in a month with no services?

Yes. A statement goes to every participant each month, even where nothing was delivered. Part A of the checklist asks the reviewer to confirm the statement list matches the full participant list, not just the billing run.

Can we charge travel separately if a visit is a long drive?

No. Support at Home prices must be all-inclusive, covering travel, administration and other delivery costs, and providers publish the price they most commonly charge for each service on My Aged Care and on their own website. A separate travel line is a correction, not a conversation.

How much unspent funding can a participant carry into the next quarter?

Up to $1,000 or 10 per cent of the quarterly budget, whichever is higher. Part F asks the reviewer to confirm the higher of the two figures was the one applied, which is the step teams most often get backwards.

Where do care management charges come from?

Ten per cent of each participant's ongoing quarterly budget goes to a care management account that is pooled across the service delivery branch and held by Services Australia. Providers claim care management from that pooled account, so it should not be reducing a participant's service budget lines.

What do we do when an error is found after the statement went out?

Log it, hold further statements for that participant, contact them in plain language, correct the underlying record rather than just the printout, reissue with the adjustment shown as its own line, refund any overcharge, then check whether other participants were affected. The template sets this out as an eight-step workflow with owners and records.

Make the Review a Standing Step in Your Billing Run

Statement accuracy is not a reporting exercise. It is the clearest signal a participant gets about whether their provider has control of their money. Put this checklist into your next statement cycle, name the reviewer who signs it, and keep the completed checklists with the statements. Download the template, add your organisation name and review dates, and run it against one branch this month before rolling it out across every participant.