Many Members have contacted us after receiving their weekly invoice summary, feeling confused or worried about what it means.
The following example explains what’s happening and why there’s nothing to be concerned about.
💬 “I was worried when I saw the invoice summary”
Recently, one of our Members contacted us after receiving a care management invoice summary. He was feeling overwhelmed and stressed, and wasn’t sure whether he was being charged extra.
During our conversation, we explained a few key things that helped everything make sense.
✅ You are not paying extra
The most important thing to know is this:
You are not paying for these invoice summaries from your own pocket, and they are not an extra charge on top of your agreed budget.
Care management costs come from the care management allocation already built into your Support at Home funding.
How the 10% care management cap works
Under Support at Home:
Up to 10% of your quarterly funding is allocated to care management
This 10% is capped, you will never pay more than this
Even if you need more help, your charge will not exceed 10%
All care management funding is placed into a provider pooled fund managed by Services Australia.
Not every Member uses their full 10%, which allows providers to support Members who need more intensive care coordination, without charging them extra.
Think of it like a shared safety net.
Why do you now receive detailed invoice summaries
Under Support at Home, all providers are legally required to:
Record every care management activity
Show these activities to Members
Do this in 15-minute increments
This includes activities such as:
New Member onboarding
Phone calls
Updating help plans or budgets
Setting up or adjusting services
Communicating with you or your family
Coordinating with health professionals
Each activity is reflected as time, which is then shown as a dollar value on your weekly invoice summary.
👉 This does not mean you are being charged more.
It simply shows the work that has always been happening — now made visible.
Why do I receive these weekly?
Weekly invoice summaries are sent so you can:
See exactly what support is being provided
Have transparency over care management activity
Meet government requirements under Support at Home
These summaries will continue weekly and will show:
Each care management activity
The time spent on each activity
A total for that week
A monthly statement then brings everything together in a clearer view.
“If care management is capped, how does Five Good Friends cover extra work?”
This is a common and reasonable question.
Because care management funding is pooled nationally:
Members who use less than their 10% help balance those who need more
Providers can continue supporting Members without passing on extra costs
Also, care management is typically higher when someone is new to Five Good Friends, as there’s more setup, coordination, and explanation involved.
Over time, this naturally reduces.
Are phone calls counted as care management?
Yes. Supportive phone calls, especially those that explain funding, reduce stress, or help you understand your care — are considered care management activities.
These are recorded in 15-minute increments and may appear on next week’s invoice summary.
This reflects care and support being provided, not an extra charge.