As a result of the Commonwealth Government's Improved Payment Arrangements (IPA) reform, there are some changes to how your accounts, transactions and statements appear.

What has changed?

From 1 September 2021, all Home Care Package care providers became subject to changes from the Commonwealth Government's Improved Payment Arrangements (IPA) reform (Phase 2). This reform changes how providers receive funding from the Commonwealth for your care and how that information needs to be reported to you.

Five Good Friends is updating our care app and statements to meet these new requirements and provide you clear oversight of your funds, including how they are being spent.

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Why are these changes happening?

What has changed about how I will see my information?

What has changed in the Account area of the care app?

What will be different about my monthly statements?

How to see your balance in the care app

FAQ's


Why are these changes happening?

The changes to how your accounts, transactions and statements appear are being made to comply with the Commonwealth Government's Improved Payment Arrangements (IPA) reform. From 1 September 2021, the Government changed the way all providers of Home Care Packages are paid. Part of the intent of these changes is to provide care recipients with a clearer picture of your home care package and unspent funds.

Providers now are paid only for the care, services and goods they actually delivered to you. This means that the maximum amount of your package will go towards supporting you to remain in your own home for as long as possible or will be held for you by Government until you need it. These changes implement a key recommendation of the Royal Commission into Aged Care Quality and Safety.

You can read more about the IPA reform on the Department of Health's website at: https://www.health.gov.au/health-topics/aged-care/aged-care-reforms-and-reviews/improved-payment-arrangements-for-home-care

You can also download a copy of the Government's Improved Payment Arrangements for home care – care recipient fact sheet at: https://www.health.gov.au/resources/publications/improved-payment-arrangements-for-home-care-care-recipient-fact-sheet

What has changed about how I will see my information?

In aligning with the IPA reform, we have made changes in two key places:

  • What appears in the Account area in your Five Good Friends care app

  • The format of your monthly statement

What has changed in the Account area of the care app?

The Account area has been updated to more clearly show how your home care package is being used to deliver your care and services. To do this, we have moved some items to your monthly statement instead of the care app.

Certain transactions, including Income Tested Fee (ITF) transactions, have moved to the monthly statement and will no longer appear in the care app. You will still see your current balance and all billing history currently available for the care and services you have received in the Account area of the app.

What will be different about my monthly statements?

Beginning from your statement for September 2021, your statements will be formatted differently. Your statement will still contain a detailed list of all the care and services delivered in the month.

From 1 September 2021, your statements will also include the following:

  • A full report of all your available unspent funds, including where they are being held (with us, your provider, or in your Government-managed Home Care Account).

  • The details of any transactions that occurred in the previous month which aren't delivered care and services items. This includes Income Tested Fee (ITF) transactions.

  • The calculated estimation of the amount Five Good Friends, as your provider, will be paid back by the Government for the care and services you received last month. As your provider is now paid only for the care, services and goods they actually delivered to you, this amount may be different than your total available home care package subsidy and supplements.

Additional support to help you understand your updated statements will be provided along with your September 2021 statement.

How to see your balance in the care app

From within the Five Good Friends app:

  1. Tap the profile image to open the settings menu

  2. Tap the Account button

You will see your current available balance or deficit at the top of the Account area.

FAQ's

Where can I see the payments of my Home Care Package subsidy and supplements?

The way your Home Care Package subsidy and any supplements you have are paid has changed because of the IPA reform. Providers now are paid only for the care, services and goods they actually delivered to you. That means that the amount your provider is paid may be different than your total available home care package subsidy and supplements.

You are still entitled to the full amount of your home care package subsidy and supplements. Any amount that was not spent in a given month will be held for you by Government in your Home Care Account until you need it.

The calculated estimation of the amount Five Good Friends, as your provider, will be paid back by the Government for the care and services you received last month will be shown on your monthly statement. If there are any adjustments to this amount, these will appear on your next month's statement.

Your monthly statement will also include a full report of all your available unspent funds, including where they are being held (with us, your provider, or in your Government-managed Home Care Account). Any amount of your home care package funding that was not spent on your care and services in the month will be added to your Home Care Account balance total.

Why is the amount the Government paid less than my full Home Care Package subsidy and supplements amount?

The Government has changed how your provider is paid your Home Care Package subsidy and any supplements under the IPA reform. Providers now are paid only for the care, services and goods they actually delivered to you. That means that the amount your provider is paid may be different than your total available home care package subsidy and supplements.

However, you are still entitled to the full amount of your package. Any amount that was not spent in a given month will be held for you by Government in your Home Care Account until you need it. Your monthly statement will include the balance of this account.

When will my monthly statement be available?

If you use the Five Good Friends care app, your statement will be available early in the month following care. For example, your March monthly statement will be available in the first week of April. You can access your statement in the Account area of the app.

If you receive paper statements, please allow additional time for postal delivery.

I pay for part of my care through an Income Tested Fee (ITF) or personal contribution. Where can I see these transactions?
Your monthly statement will include all transactions relating to your funding, including any ITF or personal contributions.


In the care app, you can also see your current balance. This number will reflect any available funds, including your Government-held Home Care Account balance and any personal contributions you have made.

I have a question about this. How can I get help?

The Five Good Friends team are happy to answer any questions you have about these changes. If you have any questions, don't hesitate to get in touch with our Finance team at: [email protected]

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