Official update · document review
Support at Home late invoice evidence process changed
Rechecked on 12 September 2026: Support at Home program manual v4.4 section 16.4 and current Services Australia guidance distinguish giving a late reason from submitting evidence for it. The Aged Care Provider Portal (ACPP) does not require a late-reason attachment; evidence is generally retained internally, subject to section 16.4's specific exception. That exception covers Aboriginal and Torres Strait Islander cultural leave and any extenuating circumstances regarding Aboriginal and Torres Strait Islander individuals; it does not waive other service or claim-record obligations. Specific AT-HM claims still require uploads under section 16.6. Submitted does not mean approved. An older temporary B2G notice is not confirmation of current software behaviour.
Document and workflow checks
Turn the official change into reviewable actions
- Record who checks and enters the late reason before a claim is submitted.
- Distinguish late-reason evidence from item-specific uploads, including relevant AT-HM claims; do not apply a blanket no-evidence policy.
- Confirm current B2G or API behaviour with the vendor and record the software version and guidance date; do not rely on the older temporary notice.
- Record the approved evidence location where retention is required, and check section 16.4's specific exception without discarding other required records.
- Track the submitted claim's actual response and next owner; neither this manual refresh nor the checklist confirms approval or payment.
Who may need to review this
- Support at Home providers
- Finance and administration teams
- Portal administrators
- B2G software and vendor contacts
Impact areas
- Late invoice reason records
- Portal and B2G workflow distinction
- Supporting evidence retention
- Vendor and staff guidance
Team review question
Ask whether users need a late-reason owner check, portal-versus-B2G workflow prompt, or evidence-retention register.
Usage boundary
CaresLink does not decide whether, when, or how a provider should claim, and it does not replace current Services Australia guidance or software-vendor instructions.