1. Welcome to Five Good Friends
1. Welcome to Five Good Friends
Welcome to Five Good Friends (FGF). We work with associated providers (AP’s) who help older Australians live safely, well and independently at home.
Five Good Friends combines care coordination, a technology platform and a marketplace of trusted providers. Our role is to understand each member’s needs, coordinate services through their care plan and make sure services delivered on our behalf are safe, high-quality, respectful and aligned to aged care requirements.
This handbook outlines your responsibilities and the requirements you must meet under your agreement to ensure compliance with the new Aged Care Act 2024 and related legislation, and the Support at Home program.
We are pleased to welcome you as an associated provider working in partnership with us. Together, we share the responsibility of delivering safe, high-quality and culturally responsive aged care services to older people in our community.
From 1 November 2025, under the Aged Care Act 2024, all organisations that deliver services on behalf of a registered provider are formally recognised as associated providers.
This handbook complements your agreement with us. It does not replace the agreement but provides practical guidance on how we expect services to be delivered in line with legislation, standards and our internal policies. It explains how we will work together to:
Meet the requirements of the Aged Care Act 2024 and the home care programs under which we deliver services
Uphold the Statement of Rights and the Aged Care Code of Conduct
Deliver services that align with the strengthened Aged Care Quality Standards (for services in categories 4 and 5)
Ensure safe, high-quality care through effective systems for reporting, invoicing, and record-keeping.
Please read this handbook carefully and keep it for future reference. It is designed to support you in understanding your role and responsibilities, ensuring our partnership delivers the best outcomes for older people.
You deliver the service. Five Good Friends remains accountable as the registered provider. That means we need clear evidence, timely reporting and strong communication from every associated provider.
What we expect from associated providers
Be safe, respectful and reliable.
Deliver only services requested and authorised by FGF.
Deliver products and services to a high standard.
Work within the Member’s care plan, goals, preferences and agreed scope of service.
Communicate early when something changes, cannot be delivered or presents risk.
Use FGF systems and processes so service delivery, notes, incidents, complaints and invoices are complete and auditable.
Provide services and products within the approved budget as provided on the Purchase Order
Protect Member privacy and treat all Member information as confidential.
2. How we work with Associated Providers
2. How we work with Associated Providers
An associated provider is an organisation that delivers goods or services on behalf of a registered provider.
At Five Good Friends, associated providers may deliver clinical services, non-clinical services, goods and products or a combination of these, depending on their agreement and purchase orders.
In order to provide services and products, to a registered provider that utilises Support at Home funding (such as Five Good Friends), you must be onboarded and approved as an associated provider.
Provider type | Examples | Additional considerations |
Clinical and therapeutic | Allied health, nursing, medication-related support, specialist clinical services | Must operate within scope of practice, registration, clinical governance requirements, the referraland relevant reporting obligations. |
Non-clinical services | Domestic assistance, transport, social support, personal assistance, home maintenance | Must follow the instructions in the referral, purchase order, and agreed service standards. |
Goods suppliers | Assistive technology, equipment, consumables or other approved goods | Must supply goods that match the request, are fit for purpose and meet warranty/quality expectations. |
Meal providers | Prepared meals, snacks or drinks for | Must meet meal-related requirements, including dietitian review requirements where applicable. |
3. Building a strong working relationship
3. Building a strong working relationship
Five Good Friends wants associated provider relationships to be clear, respectful and practical. This handbook is not only about compliance. It also sets out how we want to work together.
Principle | What this means in practice |
Transparency | Raise issues early. Do not wait until something becomes a complaint, missed service or invoice dispute. |
Reliability | Do what you say you will do and tell FGF quickly when you cannot. |
Member-first thinking | Consider the Member’s safety, rights, preferences, goals and budget in every decision. |
Shared accountability | You deliver the service; FGF remains accountable as the registered provider. We need accurate, and clear information to meet that responsibility. |
Practical problem solving | Work with FGF to resolve issues, improve workflows and reduce avoidable administration. |
Continuous improvement | Use feedback, complaints, incidents and review meetings to improve service quality. |
Partnership expectation
Strong associated providers are not expected to be perfect, but they are expected to be transparent, responsive and committed to safe, high-quality care.
4. Regulatory and compliance expectations
4. Regulatory and compliance expectations
Associated providers must comply with the aged care laws, program rules and FGF requirements that apply to the goods and/or services being delivered. This includes the Aged Care Act 2024, Aged Care Rules, Aged Care Code of Conduct, Statement of Rights, Strengthened Aged Care Quality Standards, Support at Home, CHSP where relevant, privacy obligations, WHS obligations and FGF policies notified to you.
Requirement | What this means in practice |
Aged Care Act and Rules | Deliver services in a way that supports member rights, safety, quality and accountability. The Aged Care Act 2024 https://www.legislation.gov.au/C2024A00104/latest/text
|
Statement of Rights | Treat members with dignity, respect, choice, privacy, cultural safety and freedom to speak up without fear of retribution.
Statement of Rights |
Aged Care Code of Conduct | Make sure your workforce understands and follows expected behaviour standards for aged care workers.
Code of Conduct |
Strengthened Aged Care Quality Standards | Deliver services in a way that aligns to the strengthened Quality Standards where relevant, especially for higher-risk services.
The strengthened Aged Care Quality Standards |
Support at Home | Deliver only requested services from FGF, use correct service descriptions, provide evidence and invoice accurately.
Support at Home Manual V4 |
Other laws | Comply with WHS, privacy, anti-discrimination, transport, worker screening, data breach and other applicable legal requirements. |
Important
FGF may be responsible for the conduct of associated providers under aged care laws. Providers must not do anything that would cause FGF to breach the law, its policies, its registration conditions or its obligations to members.
5. FGF policies, procedures and provider obligations
5. FGF policies, procedures and provider obligations
FGF may issue policies, procedures, guides or directions that apply to services delivered on its behalf. Providers must review these documents, communicate relevant requirements to their workforce and take reasonable steps to ensure they are followed.
Requirement | What providers must do |
Read policies | Review policies provided during onboarding or when updated. |
Follow policies | Make sure workers understand and follow the policies relevant to FGF services. |
Train workers | Share relevant policy changes with workers delivering FGF services. |
Confirm understanding | Provide acknowledgement, training evidence or declarations if requested. |
Raise concerns | Tell FGF if a policy is unclear or difficult to implement. |
Keep records | Keep evidence that workers have been informed of relevant requirements. |
Policy links:
6. The Associated Provider lifecycle at FGF
6. The Associated Provider lifecycle at FGF
The FGF associated provider lifecycle is designed to make expectations clear from the start, check early whether the relationship is working, and keep quality and compliance visible over time.
Stage | Purpose | What providers should expect |
1. Selection | Confirm service fit, coverage, capability and value for members. | FGF may review service type, location, workforce, experience, pricing, insurance and compliance suitability. |
2. Agreement | Set the legal and operating terms of the relationship. | Providers must sign the relevant agreement and provide required documents before services commence. |
3. Onboarding | Set up provider details, compliance, qualifications, contacts, payment information and system access. | Providers may be asked for Aged care worker screening, credentials, insurance, workforce evidence, qualifications, service areas and billing details. |
4. Induction | Explain FGF ways of working. | Providers complete required FGF orientation, including Connected Care and reporting processes as required. |
5. 60-day review | Check whether early delivery is safe, responsive and compliant. | FGF may review service acceptance, notes, incidents, invoices and member feedback. |
6. Ongoing reviews | Monitor performance and maintain confidence. | Reviews may occur periodically or at least every 6 months depending on risk and agreement settings. |
7. Targeted audits | Respond to risk, complaints, late invoices, missing evidence or credential concerns. | Providers must cooperate and provide records, registers, qualifications, and evidence requested by FGF. |
7. Provider information and regulatory reporting
7. Provider information and regulatory reporting
FGF relies on accurate provider information to meet aged care, funding, quality, reporting and assurance obligations. Providers must keep their information current and notify FGF promptly when key details change.
Change type | Examples |
Business details | Legal entity name, ABN, trading name, address, ownership, key contacts. |
Service details | Services offered, locations covered, availability, delivery model and service exclusions. |
Workforce | New workers, departed workers, lead clinician changes or supervisor changes. |
Compliance | Insurance, worker screening, AHPRA registration, qualifications, training, licenses or sanctions. |
Pricing | Fee changes, travel charges, cancellation terms or service inclusions. |
Risk or governance | Changes to clinical governance, sreportable incidents, complaints, sanctions or investigations. |
Systems | Email addresses, invoice contacts, Connected Care users or data storage arrangements. |
Where information is required for regulatory reporting, associated providers must supply complete and accurate information in the format and timeframe requested by FGF. FGF will confirm the internal process for provider information updates, including whether changes are captured through a form, ticket, portal update or nominated inbox.
8. Delivering services at FGF
8. Delivering services at FGF
All services must be delivered in line with the Member’s care plan, the purchase order, the service request, the Agreement, FGF policies and any reasonable directions given by FGF.
Accepting work
Only provide services requested or authorised on a purchase order provided by FGF.
Accept or reject requests within the timeframe set out in the service request or purchase order process.
Do not accept direct requests from a Member to add, extend or change funded services without FGF approval.
If you cannot deliver a service safely or on time, notify FGF as soon as possible.
During service delivery
Arrive at the agreed time, or communicate with the member clearly if delayed.
Confirm the member is safe and willing to receive the service.
Deliver the agreed tasks only, unless FGF has approved a change in writing or verbally by authorised staff.
Use safe work practices, infection control and professional boundaries.
Escalate any change in condition, concern, refusal, incident or near miss.
After service delivery
Record service completion through the required FGF process.
Submit checkout notes through Connected Care, clinical notes or evidence where required.
Invoice only for authorised and delivered services, using correct purchase order details.
Respond promptly if FGF queries proof of delivery or invoice details.
9. Service changes, cancellations and variation process
9. Service changes, cancellations and variation process
Providers must not change funded services directly with a Member unless FGF has approved the change. This protects Member budgets, consent, care planning and program compliance.
Member request or change | Provider action |
Extra time during a visit | Do not assume it is funded. Contact FGF for approval. |
New service type | Refer back to FGF for assessment and authorisation. |
Change in frequency | Notify FGF. Do not change a recurring service pattern directly. |
Member wants to cancel | Allow for 48 hours notice period applies to the cancellation to Allied Health, Non-Clinical, Meals and Product services. The exception to this is where a product has been specifically ordered as a bespoke product and the build/purchase of materials has already commenced, eg: A scripted chair, or raw materials for Home Modifications, where a part payment may still apply. In this instance, evidence of pre-purchased materials, or work already commenced, must be supplied to support part payments.
The Associated Provider is still required to meet their obligations by protecting our members' rights under ACCC Consumer law. |
Member refuses service or cannot be contacted | Record the issue and notify FGF through the required channel. |
Safety concern or deterioration | Escalate immediately using the incident or urgent risk pathway. |
Member asks to pay privately | Escalate to FGF before making any arrangement where it relates to FGF services. |
NOTE: Non-approved services that are not listed on the provided purchase order, or supplied in writing by FGF, will not be paid.
10. Connected Care – Coming soon
10. Connected Care – Coming soon
Connected Care is FGF’s way of making service delivery visible, timely and auditable. It supports proof of delivery, member safety, care team visibility, quality monitoring and payment accuracy.
Action | Expectation |
Accept jobs | Review and accept or decline service requests within 24 hours of receiving a referral for Allied Health services or a purchase order for all other services.
Note: Please continue to accept or decline via the email you have received the request from, until you have been granted access to the Connected Care platform which is coming soon. |
Record service delivery | Complete check-in/check-out or equivalent proof of delivery as requested. |
Submit notes | Submit checkout notes, case notes or clinical notes by the required deadline. |
Upload evidence | Provide photos, complete forms, reports, or other evidence where requested or required for the service type. |
Escalate exceptions | Report missed services, refusals, incidents, concerns and deterioration through approved channels. |
Keep records | Retain supporting evidence for audit and provide it to FGF when requested. |
11. Service delivery standards
11. Service delivery standards
FGF expects services to be safe, respectful, person-centred and delivered by workers who understand their role, scope and reporting obligations.
Standard | Provider expectation |
Person-centred care | Understand the Member’s goals, preferences and circumstances. Deliver services in a way that supports independence and wellbeing. |
Dignity of risk | Respect member choice while identifying and escalating risks that may affect safety or wellbeing. |
Cultural safety | Deliver services in a way that is inclusive, respectful and responsive to cultural identity, trauma and life experience. |
Scope of practice | Only perform tasks your workforce is trained, qualified, authorised and competent to perform. |
Professional boundaries | Do not enter financial, personal or inappropriate relationships with members. Do not solicit members or redirect them away from FGF. |
Clinical governance | Clinical providers must maintain appropriate clinical governance, supervision, documentation and escalation processes, and must be provided to FGF upon request. |
Medication-related support | Only suitably trained and authorised workers may assist with medication, and only where this is included in the care plan and permitted by law. |
12. Workforce requirements
12. Workforce requirements
Providers are responsible for ensuring every person delivering services on behalf of FGF is suitable, screened, qualified, skilled and safe to work with older people.
Before any worker provides services
Complete required worker screening checks before the worker starts.
Confirm right to work in Australia, including VEVO checks where required.
Confirm qualifications, permits, licences, professional registrations and experience required for the service type.
Confirm AHPRA registration for applicable health professionals.
Confirm driver licence, vehicle registration and insurance where transport or driving is involved.
Check and manage banning orders, exclusions, registration restrictions, serious criminal history and other suitability concerns.
Ensure workers complete required training and induction.
Ongoing workforce obligations
Maintain current workforce records, credential evidence and training records.
Notify FGF immediately if any worker becomes non-compliant or unsuitable.
Remove workers from FGF services where required or reasonably requested.
Provide workforce registers, credentials or statutory declarations when requested.
Retain workforce and compliance records for at least 7 years, or longer where required.
13. Training requirements
13. Training requirements
Training is an essential part of making sure that everyone who delivers care and services on behalf of Five Good Friends meets the standards required under the Aged Care Act 2024, the Aged Care Rules 2025 and the strengthened Aged Care Quality Standards.
As an associated provider, you must ensure that all the workforce delivering services for us:
· Complete all mandatory training before starting work
· Maintain training through regular refreshers
· Undertake recommended training where relevant to their role and the services being delivered
· Keep clear records of training completed and provide this information to [insert registered provider] on request.
Training area | Baseline expectation | Potential additional requirements |
Aged Care Code of Conduct | Mandatory for all providers delivering services on behalf of FGF. | Refreshers at least annually or when requirements change. |
Statement of Rights | Mandatory awareness for all providers and workers. | Practical examples of dignity, choice, privacy, cultural safety and speaking up. |
Incident reporting and SIRS | Mandatory for workers who may observe or respond to incidents. | Role-specific training for managers and clinical providers. |
Complaints, feedback and whistleblower disclosures | Mandatory at orientation and at least annually where applicable. | Clear escalation pathways and confidentiality obligations. |
Privacy and confidentiality | Mandatory for anyone handling member information. | Data breach response and Australia-based data storage requirements. |
WHS and infection control | Mandatory for workers delivering services in person. | PPE, hygiene, manual handling and service-specific risks. |
Connected Care and FGF processes | Mandatory for providers required to use FGF systems. | System training, checkout notes, evidence upload and service acceptance. |
Clinical or service-specific training | As required for the service type and worker role. | Medication, dementia, first aid/CPR, food safety, trauma-aware care, palliative care, restrictive practices awareness, clinical documentation. |
The mandatory and recommended training requirements are set out in the table below. These requirements vary depending on whether services fall under Categories 1-3 or Categories 4 and 5. Refer to Annexure A for your service category.
Service Category | Mandatory Training | Recommended Training (good practice) |
Services delivered in Categories 1-3 (Lower Risk) |
|
Risk identification and reporting. |
Services delivered in Categories 4 and 5 (Higher Risk) | As above, plus:
Competency-based training on:
|
Palliative care. |
Training records
Maintain a training register showing worker name, training completed, completion date and expiry/renewal date where relevant.
Retain evidence of training and provide it to FGF during onboarding, review or audit.
Ensure expired training is renewed before the worker continues delivering affected services.
14. Incidents, feedback, whistleblower disclosures and risk
14. Incidents, feedback, whistleblower disclosures and risk
Providers must identify, respond to and report incidents, near misses, complaints, feedback, risks, changes in condition and whistleblower disclosures promptly. Early reporting is essential because FGF may have strict regulatory reporting timeframes.
What must be reported
Falls, injuries, accidents, property damage, unsafe environments or hazards.
Missed services, member refusal, unexplained absence or inability to access the member.
Changes in member condition, behaviour, wellbeing, cognition, mobility or safety.
Allegations, suspicions or disclosures of abuse, neglect, exploitation, misconduct or poor care.
Any actual, alleged or suspected reportable incident, including Serious Incident Response Scheme (SIRS) matters.
Complaints, compliments, suggestions, concerns or negative feedback from members, supporters or workers.
Whistleblower disclosures, including anonymous disclosures or concerns about misconduct, unsafe practices or systemic risk.
Actual or suspected data breaches or privacy incidents.
Situation | Expected action |
Immediate safety risk | Call emergency services if needed. Then contact the FGF urgent escalation contact immediately. |
Priority 1 or serious incident | Notify FGF as soon as possible upon becoming aware. Do not wait for all details before escalating. |
Other reportable incident | Notify FGF on the same day, or as soon as possible the next business day if outside business hours. |
Written report | Submit written details within 24 hours unless FGF directs a shorter timeframe. |
Data breach | Notify FGF as soon as possible and within 24 hours at the latest. |
Feedback, complaint or whistleblower disclosure | Report to FGF as soon as possible and protect confidentiality. |
15. Invoicing, payment and price changes
15. Invoicing, payment and price changes
Accurate and timely invoicing is essential. Under Support at Home, late or inaccurate invoices can create member budget issues, quarter-end claiming risk, disputes and avoidable administration for providers, FGF and members.
Invoice timing and requirements
Associated providers must submit a valid tax invoice within 14 days of the goods or services being provided, using the preferred invoice method specified by FGF. FGF will pay compliant invoices within the timeframe set out in the AP Agreement, unless the invoice is disputed.
A valid invoice must include | Common reasons invoices may be queried or rejected |
Associated provider name and clearly displayed ABN. | Missing or incorrect purchase order number. |
Date goods or services were provided. | Service date, Member, quantity, price or service type does not match the purchase order. |
Member name or identifier as requested by FGF. | Invoice submitted outside expected timeframes. |
Purchase order number on invoice and correspondence. | Travel or additional costs not included in agreed price or not approved. |
Service type, item description, duration, quantity and unit cost. | Insufficient proof of delivery, missing checkout notes or missing report. |
Total fees claimed, GST treatment and payment account details. | Invoice exceeds authorised price limit or relevant program cap. |
Price changes
Requirement | FGF expectation |
Notice period | Providers must give at least 60 days’ written notice of proposed fee increases. |
No automatic approval | A price change is not approved until FGF confirms it in writing. |
Member budget impact | FGF may need time to assess budget, member consent, service affordability and program limits. |
PO updates | Providers must not invoice at new prices until the purchase order has been updated. |
Program caps | Prices must not exceed any applicable program caps or approved limits. |
Travel/extra costs | Travel and other costs must be included in the agreed service price unless FGF has approved another arrangement. |
Quarter-based funding risk
Support at Home budgets operate in quarters. Late invoices may affect Member budget visibility, rollover calculations and claim timing. Providers should invoice quickly and accurately so Members are not exposed to avoidable confusion or risk.
16. Data, privacy and systems
16. Data, privacy and systems
Providers must protect Member information and use FGF systems only for authorised purposes. Member information must be treated as confidential and handled in line with privacy laws, aged care laws, the Agreement and FGF policies.
Only collect, use or disclose Member information for the purpose of delivering authorised services.
Only share information with workers who need it to deliver the service.
Do not transfer or store Member's personal information outside Australia without FGF’s prior written consent.
Maintain adequate information security controls and protect records from unauthorised access.
Notify FGF as soon as possible and within 24 hours of any suspected or actual data breach.
Use Lookout, Connected Care or other FGF systems as directed and keep information accurate.
Records to keep
Proof of service delivery and attendance records.
Checkout notes, care notes, clinical notes and reports where required.
Complaints, feedback, incidents, whistleblower disclosures and actions taken.
Worker credentials, screening, training, registration and suitability evidence.
Invoices, purchase orders, financial records and supporting evidence.
Insurance and risk management documents.
All Member information must be retained for seven (7) years or longer if necessary, under law or directed by FGF.
17. Quality, KPIs and performance meetings
17. Quality, KPIs and performance meetings
FGF monitors associated provider performance to support safe services, good Member experience and compliance with aged care obligations. Monitoring may be routine, risk-based or triggered by concerns.
Area | Example measures |
Responsiveness | Time to accept or decline referrals, response to FGF enquiries and response to service changes. |
Reliability | Missed services, late services, cancellations, continuity and ability to deliver agreed volume. |
Quality | Member feedback, care team feedback, complaints, incidents and service outcomes. |
Documentation | Connected Care use, checkout notes, clinical notes, proof of delivery, reports and evidence quality. |
Invoicing | Invoice timeliness, PO matching, rejected invoices and disputed rates. |
Compliance | Insurance, worker screening, training, credentials, audit findings and timely updates to provider information. |
Partnership | Communication, transparency, issue resolution and willingness to improve. |
Performance meetings
FGF may meet with providers to review performance, service quality, Member experience, compliance and ways of working. Reviews may occur during onboarding, at 60 days, at least every 6 months, or more frequently where risk, growth or performance concerns exist. Providers are expected to participate openly, share relevant information, act on agreed improvements and raise barriers early.
Corrective action
Where FGF identifies concerns, FGF may request further information, require a remedial action plan, pause new referrals, conduct a targeted audit, request worker removal, suspend services or terminate the agreement in line with the AP Agreement.
18. Assurance and audits
18. Assurance and audits
Providers must cooperate with FGF audits, reviews and assurance activities. Audits help FGF confirm that services delivered on our behalf are safe, compliant and supported by evidence.
What FGF may audit | Provider responsibilities during an audit |
Worker screening, qualifications, registrations and right-to-work evidence. | Provide requested records promptly and in the requested format. |
Training records and refresher currency. | Nominate a contact who can coordinate responses. |
Insurance certificates and risk management documents. | Be transparent about gaps, expired records or known issues. |
Service delivery records, checkout notes, reports and proof of delivery. | Implement corrective actions within agreed timeframes. |
Incident, complaint, feedback and whistleblower records. | Keep evidence of actions completed. |
Clinical governance, clinical notes and reports where applicable. | Cooperate with any regulator, funder or FGF assurance request. |
Invoice accuracy, PO alignment and service evidence. | Maintain records for at least 7 years or longer if required. |
19. Ending, changing or suspending services
19. Ending, changing or suspending services
FGF may need to change, pause or end services where Member needs change, funding changes, service quality concerns arise, compliance requirements are not met, or the provider can no longer deliver safely or reliably.
Situation | What may happen |
Provider can no longer deliver | Notify FGF as early as possible so alternative arrangements can be made for the member. |
Member requests a change | Do not make funded service changes directly. Tell FGF so the Help Plan and purchase order can be reviewed. |
Compliance gap | FGF may require evidence, corrective action, worker removal, suspension or audit. |
Serious incident or safety risk | FGF may pause services immediately while safety, reporting and investigation steps occur. |
Termination | Either party may terminate in line with the Agreement. Immediate termination may apply in serious circumstances. |
Transition support | Providers must support safe transition, return records where required and maintain confidentiality after services end. |
20. Referring people to Five Good Friends
20. Referring people to Five Good Friends
Associated providers often meet older people, families and supporters who may benefit from extra support at home. Where appropriate, providers can refer people to Five Good Friends for information about home care options.
Do | Do not |
Refer only with the person’s consent. | Pressure someone to join FGF. |
Use the approved referral pathway. | Give financial, clinical or funding advice outside your role. |
Share urgent risks clearly. | Promise eligibility, funding or service approval. |
Explain that FGF can discuss care options, eligibility and next steps. | Redirect existing FGF Members away from FGF. |
Or email us directly to [email protected].
21. Support contacts and resources
21. Support contacts and resources
FGF will provide support, guidance and updates to help associated providers meet expectations. Providers should use the contacts below once confirmed.
Need | Contact / pathway | Notes |
Non Clinical service requests and questions | Routine service questions, acceptance, changes and cancellations. | |
Clinical service requests | Routine service questions, acceptance, changes and cancellations. | |
Clinical report submission | Submitting Clinical reports that sit outside of the scope of Connected Care | |
Connected Care support | System access, checkout notes, evidence upload and portal issues. | |
Invoices | Invoice submission | |
Payment enquiries | Payment and PO enquiries | |
Incidents and urgent risks | [insert phone / after-hours process] | Call immediately for urgent risks or serious incidents. |
Complaints, feedback and whistleblower disclosures | Protect confidentiality and report as soon as possible. | |
Quality, compliance and audits | Audit evidence, credentials, training and compliance reviews. | |
Provider information / regulatory updates | Business details, service changes, workforce changes, pricing and compliance updates. | |
Referrals to FGF | Referring potential Members with consent. |
Useful resources
Aged Care Act 2024 and Aged Care Rules.
Aged Care Quality and Safety Commission resources, including Code of Conduct and SIRS guidance.
Support at Home Program Manual.
Equip Aged Care Learning Packages.
ALIS training modules.
FGF policies, procedures and Connected Care guides provided during onboarding.
Annexure A - Service categories guide
Annexure A - Service categories guide
Category # | Category Name | Service types (examples) | Services |
Categories 1 | Home and community services | Transport
| • Direct transport (driver and car provided) • Indirect transport (taxi or rideshare service vouchers) |
|
| Domestic assistance | • General house cleaning • Laundry services • Shopping assistance |
|
| Home maintenance and repairs | • Gardening • Assistance with home maintenance and repairs • Expenses for home maintenance and repairs |
|
| Meals | • Meal preparation • Meal delivery |
Category 2 | Assistive technology and home modifications
| Assistive technology and home modifications | • Assistive technology • Home modifications |
Category 3 | Advisory and support services
| Social support and community engagement | • Group social support • Individual social support • Accompanied activities • Cultural support • Digital education and support • Assistance to maintain personal affairs • Expenses to maintain personal affairs |
Category 4 | Personal care and support in the home or community | Allied health and other therapeutic services
| • Aboriginal and Torres Strait Islander health practitioner • Aboriginal and Torres Strait Islander health worker • Allied health therapy assistant • Counsellor or psychotherapist • Dietitian or nutritionist • Exercise physiologist • Music therapist • Occupational therapist • Physiotherapist • Podiatrist • Psychologist • Social worker • Speech pathologist |
|
| Nutrition | • Prescribed nutrition
Providers may apply for the supplementary Enteral Feeding for Aged Care Supplement through services Australia for Eligible participants. |
|
| Care management | • Home support care management |
|
| Restorative care management | • Home support restorative care Management |
|
| Therapeutic services for independent living | • Acupuncturist • Chiropractor • Diversional therapist • Remedial masseuse • Art therapist • Osteopath |
|
| Respite | Flexible respite |
|
| Personal care | • Assistance with selfcare and activities of daily living • Assistance with the self administration of medication • Continence management (non-clinical) |
Category 5 | Nursing and transition care
| Nursing care | • Registered nurse • Enrolled nurse • Nursing assistant • Nursing care consumables
|
Annexure B - Quick checklist for associated providers
Annexure B - Quick checklist for associated providers
Before starting with FGF | Ongoing |
Signed agreement completed. | Accept or reject service requests promptly. |
Insurance certificates provided. | Deliver only authorised services. |
Worker screening, credentials and right-to-work evidence checked. | Complete Connected Care actions and notes on time. |
Training and induction completed. | Report incidents, complaints, risks and data breaches promptly. |
System access and contacts confirmed. | Invoice within 14 days with correct PO and service details. |
Service areas, pricing and provider contacts confirmed. | Maintain records and provide evidence when requested. |
Provider information confirmed for FGF records / GPMS purposes. | Notify FGF when business, workforce, pricing or compliance information changes. |
Annexure C - Invoice and price change checklist
Annexure C - Invoice and price change checklist
Provider name and ABN included.
Invoice date and service delivery date included.
Member and purchase order number included.
Service type, description, quantity, duration and price match the PO.
Travel and approved costs are included in the service price where applicable.
GST and total amount are clear.
Payment details are included.
Proof of delivery, checkout notes, clinical reports or other evidence are complete where required.
Invoice submitted within 14 days of delivery.
Any price change has been notified at least 60 days in advance and approved by FGF before being invoiced.
Annexure D - Incident and escalation checklist
Annexure D - Incident and escalation checklist
Make the member safe first. Call emergency services if needed.
Notify FGF immediately for urgent risks by calling 1300 950 542, serious incidents or Priority 1 matters.
Record date, time, location, member details, worker details and witnesses.
Describe what happened, harm caused or potential harm, immediate action taken and current status.
Protect confidentiality, especially for whistleblower disclosures.
Submit written report within required timeframe.
Cooperate with investigation, follow-up, corrective action and member communication.
Annexure E - Document control
Annexure E - Document control
Field | Detail |
Document owner | Head of Care Operations / Marketplace / Quality and Compliance [confirm] |
Approved by | [insert approver] |
Version | 0.2 Draft |
Effective date | [insert date] |
Next review date | [insert date] |
Related documents | Associated Provider Agreement; FGF policies; Connected Care guide; incident, feedback, whistleblower and privacy procedures. |
Change history | Version 0.2 rewritten to reduce repetition and add provider relationship, GPMS/provider information updates, policies, price changes, KPI/review meetings and service variation process. |