Aged Care Payment System for Home Care Providers

Page last updated: 14 August 2014

This Information was distributed on 22 January 2014.

The Department of Human Services (DHS) introduced a new payment system for Home Care Providers in October 2013.

Dear aged care stakeholder,

Please see following message from the Department of Human Services:

Aged Care Payment System for Home Care Providers

The Department of Human Services (DHS) introduced a new payment system for Home Care Providers in October 2013.

During this time the DHS has continued to make monthly advance payments to providers and to process claims. However, in transitioning to the new system DHS is aware that some providers have continued to experience a number of issues both with the Aged Care Online Claiming (ACOC) system and the information being provided with their payment statements.

In addition the issues have regrettably resulted in delays being experienced with the processing of some payments, as well as difficulties with the reconciliation of claims and payments. Where providers have indicated to DHS that they are experiencing hardship as a result of payment delays, DHS has made manual priority payments (where appropriate).

DHS apologises for the problems that providers are experiencing and is working to resolve these issues as quickly as possible.

In the interim, while these system issues are being resolved, a dedicated provider support team has been established to assist any Home Care providers that have been experiencing issues. The service was set up to assist in providing priority payments and deal with any other issues providers are experiencing with the system.

Home Care providers still experiencing issues can contact DHS at co.ac.homecare@humanservices.gov.au, who can provide support and assist with alternative arrangements for payments to be made.

Aged Care and Population Ageing Communications
Department of Social Services