10/06/2026
Support at Home Monthly Statement: A Provider Record Guide
A practical guide to required Support at Home monthly statement information, delivery timing, software fallback, and provider record checks.
Guide record
How this guide is reviewed
CaresLink reviews guides for plain language, practical operational use, and consistency with official sources linked on the page.
- Published
- 10/06/2026
- Reviewed
- 30 June 2026
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A Support at Home monthly statement is a participant-facing summary of funds, services, contributions, and remaining budget. It is not the same as an invoice. The Department's example states that payment for participant contributions is handled through a separate invoice.
Providers must give each participant a statement every month, including months with no services. The statement is due by the last day of the following month.
This guide maps the official statement fields to practical provider records. It is a general operational resource, not finance, legal, or compliance advice.
What the monthly statement must show
| Statement section | Official information to include | Practical source record |
|---|---|---|
| Opening funds | Ongoing or pathway funding, supplements, relevant unspent funds, and unused funds from a previous quarter | Individualised budget and funding notices |
| Services delivered | Date, service, price, supplier where relevant, hours or units, government subsidy, and participant contribution | Roster, service log, invoice data, and approved price source |
| Cancellations and no-shows | Relevant service entry and price information for the month | Cancellation record and service agreement terms |
| Closing position | Remaining funding at month end and total participant contributions paid | Budget ledger and contribution records |
| Corrections | Adjustments or refunds from earlier months | Correction note, account adjustment, and approval trail |
| AT-HM | Committed items, relevant expiry dates, and required funding details | AT-HM budget, quote, order, delivery, and commitment records |
| Care management | Total units or hours delivered for ongoing participants; pathway statements also show price and subsidy | Care management activity records |
The Department's template is an example. A provider's design may look different, but the required information still needs to be present.
Monthly statement, invoice, and progress note
| Record | Main purpose | Keep separate because |
|---|---|---|
| Monthly statement | Explain the previous month's funds, services, contributions, and balance | It is a participant summary, not a payment request |
| Contribution invoice | Request payment of an amount the participant owes | The official template says a separate invoice may be issued |
| Progress or support note | Describe the support interaction and follow-up | It should not become a billing statement |
| Price discussion note | Record what price information was explained or changed | It supports the workflow but is not a prescribed government form |
The records should be consistent without being merged into one document. A coordinator should be able to trace a statement question to the right service, price, budget, or correction record.
A month-end preparation workflow
Confirm the statement period and the participant or registered supporter who should receive it.
Reconcile delivered services, cancellations, no-shows, units, prices, subsidy, and contribution amounts.
Check opening funds, prior-quarter amounts, adjustments, refunds, committed AT-HM funds, and the closing balance.
Confirm care management units or hours are drawn from the correct activity record.
Check that the statement is plain, readable, and includes a clear contact path for questions.
Record the issue date, delivery method, correction owner, and any unresolved software exception.
This is an internal review sequence, not an official form. Adapt the ownership and storage steps to the provider's software and reviewed procedures.
Price changes and statement corrections
A statement should use the price that applies to the service shown. If a price has changed, check the current service agreement, effective date, published price source, and any participant discussion record.
CaresLink's price discussion record can help teams connect those checks. Official sources reviewed for this guide do not prescribe one universal form with that name.
If an earlier charge was incorrect or missing, the official statement format includes adjustments or refunds from previous months. Keep the correction explanation and approval trail with the relevant finance record.
Care management and unspent funds
For an ongoing participant, the monthly statement includes total care management units or hours delivered that month. The official guidance does not say that the participant statement should display a personal 10% care management allocation as a direct charge.
The statement must also show unused funding and the closing budget balance. If a balance prompts a service or budget discussion, record that conversation separately and update the appropriate plan, budget, or schedule.
If software cannot issue the statement
The Department recognises that some providers experience software or vendor issues. Providers should act promptly with the vendor and use an alternative method to give participants the information that would have appeared in the statement.
A software exception log can capture the affected month, participants, vendor case, temporary information method, communication owner, expected fix, and final statement status.
Do not describe B2G or portal connectivity as proof that a statement is correct. Reconcile the participant-facing statement against the provider's own source records and current official guidance.
Final statements
A final statement is also required when an ongoing participant ends services or exits Support at Home. Final statements also apply at the end of relevant Restorative Care or End-of-Life episodes when services stop.
Use a final-statement checklist to confirm the end date, remaining balance, outstanding services, corrections, contribution invoice status, and delivery record.
Frequently asked questions
Is a Support at Home monthly statement an invoice?
No. The Department's example labels the statement as not an invoice and says participant contribution payments are handled through a separate invoice.
When must providers issue the statement?
Providers must issue a statement every month, even when no services were delivered. It is due by the last day of the following month.
Must every provider use the government template?
No. The Department says the template is a guide and provider formats may differ. The statement still needs to include the required information.
What care management information appears for an ongoing participant?
The statement includes the total units or hours of care management delivered that month. Different detail applies to the Restorative Care and End-of-Life pathways.
What should a provider do during a software issue?
Act promptly with the software vendor and use an alternative method to provide the participant with the information that would have appeared in the statement.
Is the CaresLink guide compliance or finance advice?
No. It is a general operational resource. Providers should check the official sources, software settings, finance process, and independent advice relevant to their organisation.
Disclaimer
These resources are provided for general operational documentation and educational purposes only. They do not constitute legal, clinical, medical, compliance, or professional advice. Organisations should review and adapt all documents according to their own policies, procedures, registration requirements, funding arrangements, and regulatory obligations.
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