Support at Home billing changes: what you need to know

From 1 November 2025, the new Support at Home program brings a much higher standard of accuracy and transparency to aged care billing.

For Trilogy Care, this means updating how we collect, check and process invoices - and for our suppliers and partners, it means being more specific and consistent with how services are billed. We have also released a companion video which covers this topic.

These changes are not just “more red tape”. They are designed to:

• Make sure clients are never overcharged

• Ensure the right contribution category is applied to every service

• Help valid invoices get paid faster

A short transition period - and what changes from 15 December 2025

For the first month of Support at Home (invoices for services delivered from 1 November 2025), we’ve been placing non-compliant invoices on hold and working directly with suppliers to get formats right.

From 15 December 2025, this will change. Instead of holding invoices and manually tidying issues, we will:

• Automatically reject invoices that don’t meet the Support at Home and Trilogy Care requirements

• Provide a clear rejection reason, so you can correct and re-submit straight away

This shift reduces delays for everyone. Instead of invoices sitting on hold, you’ll be able to fix issues quickly and get your updated invoice straight back into the payment queue.

Below is a quick overview of the key changes we cover in the video, and what they mean for you.

1. Why detailed itemisation is now required

Under Support at Home, every service must be clearly described so it can be matched to the correct category (for example: Clinical, Independence or Everyday Living). This directly affects what a client pays.

If services are bundled together (e.g. “Wednesday services – 5 hours”), we cannot:

• See which tasks were delivered

• Apply the correct contribution category

• Safely process the invoice

As a result, bundled or vague invoices now have to be rejected.

What we need to see:

• One line per service type, per visit

• Date, time and duration

• Agreed rate and total amount

2. Transport: per trip, not per kilometre

Transport rules are now very clear:

• Direct transport (support worker driving a client)

  • Must be billed per trip, not per kilometre

• Indirect transport (taxis or cabs)

  • Is billed by the taxi/cab provider, not as an extra line on a support worker invoice

If a worker bills transport per kilometre, or invoices for indirect transport, those items will be rejected because they don’t match the Support at Home definitions.

3. Exact client and supplier details

Because client contributions are now attached to specific services, we need to be certain that every invoice is linked to the right person and the right business.

That means:

• Client name must exactly match our records

• ABN and GST status must match the Australian Business Register and what you’ve provided to Trilogy Care

If there’s a mismatch, we can’t safely process the invoice - and we are not allowed to “fix” it on your behalf. Instead, the invoice will be automatically rejected with a reason so it can be corrected at the source.

4. Why we reject, rather than “tidy up”, invoices

Support at Home requires all billing to be traceable, auditable and accurate. Trilogy Care is not permitted to:

• Split bundled hours into guessed service types

• Re-label services to make them fit the rules

• Adjust your rates or contribution categories

Doing so could lead to:

• Clients being charged the wrong amount

• Incorrect claims being made to government

• Compliance risks for everyone involved

Rejection might feel strict, but it is the safest way to:

• Protect clients from incorrect charges

• Make sure future invoices are right the first time

• Keep payments flowing for compliant invoices

5. Automated checks to reduce delays

We’re introducing automated rejections for common, avoidable errors, such as:

• Missing itemisation

• Per-kilometre transport billed by support workers

• Client name not matching our records

• ABN/GST discrepancies

• Services billed that the supplier is not approved to provide

This helps remove invalid invoices from the queue quickly, so that accurate, compliant invoices are paid faster.

6. Only billing for services you’re approved to provide

Suppliers and contractors can only bill for services they are approved and registered with Trilogy Care to deliver.

If we receive an invoice for a service type that isn’t listed in your current agreement or on our system, we cannot validate it and will need to reject it. This ensures clients only receive services from appropriately checked and approved providers.

If you plan to expand the types of services you offer, please contact us first so we can complete the necessary checks and update your profile.

7. Deadlines and why prompt invoicing matters

Under Support at Home, providers must:

• Claim for services within set timeframes

• Provide accurate budget information if a client changes providers

If invoices are late or not in the correct format, funding may no longer be available — and in some cases, we may not be able to pay for older services.

Submitting accurate invoices promptly protects everyone:

• Clients, by keeping their budget and contributions correct

• Suppliers, by reducing the risk of unpaid work

• Trilogy Care, by ensuring we meet our legal and reporting obligations

We’re here to support you

These changes can feel like a big shift, but the goal is simple:

• Protect clients from incorrect billing

• Reward accurate invoicing with faster payments

• Give everyone confidence in how services are billed and funded

If you have questions about your invoice format, an automated rejection, or the services you’re approved to provide, please reach out to the Trilogy Care team. We’re here to help you align with Support at Home and keep payments running smoothly.