Note: If you are an NDIS participant or paying privately, please refer to this article. These instructions are for Government home care package holders only.

Staying informed and in control.

Research tells us that people receiving support in the home and their families want transparency and to stay informed and control. This importantly includes controlling and understanding their finances. That's why we built the Accounts feature to give families access to transactions, current balance and the ability to download monthly printable statements.

Your statements outline your current available funds and transactions that occurred over the past month. You can choose to receive your statements via mail (please give us a call on 1300 787 531), or you can access them online when you log in to your account via the website or in our app.

Viewing available funds and transactions in the app

Members, Authorised Representatives and Billing Recipients can view their transactions and statements in the app by:

  • Tap on your avatar in the top left-hand side in the smartphone app or top right-hand side on the web.
  • A menu should appear. Select your loved one and scroll down to find a section labelled "Home Care Package" and select Account.

Viewing and downloading statements in the App

To view or download your statements you need to:

  • Click on your avatar in the top left-hand side in the smartphone app or top right-hand side on the web.
  • A menu should appear. Select your loved one and scroll down to find a section labelled "Home Care Package" and select Account.
  • A screen named "Account" will appear, tap on the button labelled Statements.
  • A list of your monthly statement will appear. Select whichever period you'd like to view. A PDF statement will display which you can choose to download or share whichever way you wish.

Structure of new and improved statements

Glossary

Opening balance – The balance carried over from the previous month.

Total debits – This is the total amount debited from your account for the period. These debits are a combination of invoices from Helpers and third-party providers as well as reimbursements to Helpers for expenses.

Total credits – This is the amount deposited into your account from your Home Care Package funds held by the government, and any of your own personal contributions to your account.

Closing balance – The currently available funds (debit or credit) at the end of the statement period.

FAQ's

What transactions are included?

All transactions associated with Home Care Package Members including visits, third-party invoices (e.g. allied health), reimbursements, and deposits from their packages and personal contributions.

How "up-to-date" is it?

It's almost realtime. Helper and third-party invoices are processed weekly and so transactions appear on Mondays. Funds received require a few working days to process before they appear in the account.

When will I know a new monthly statement is available?

The new monthly statement will automatically be available on the first day of the following month (ie. Your October statement will be available on the 1st of November). You can access it at any time.

You will receive a weekly email with the current balance on your account and links to your statements and transaction history.

Why is my account in deficit?

Home Care Package deposits from the government will be added to your account in the last few days of each month. This may mean some members may appear to be in deficit at some point throughout the month until the deposit is received and is added to the account. So long as the deficit is less than your normal monthly deposit, you have nothing to worry about.

How do I access the app?

You can find out more information about how to activate your profile and access the app in this support article.

Can I still get paper statements mailed to me?

If you have previously received paper statements this will continue. If you would like to get a paper statement by mail, please give us a call on 1300 787 531.

If you have any questions, please don’t hesitate to call us on 1300 787 531.

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