How much do these errors typically cost per family per year?

For families that catch and raise every error, we've seen recoveries of $500-$3,000 per year. The Wayly Invoice Checker automates the catching part.

What if my provider refuses to revise?

Escalate in writing after 21 days. From 01/05/2026 the ACQSC can order refunds directly.

Are these all Tier 4 escalations?

No — items 2, 3, and 9 are Tier 4 (compliance issues). Items 1, 4, 5, 7, 8 are Tier 3 (worth asking). Item 6 is Tier 2 (informational).

How does the Invoice Checker prioritise these?

Verdict banner sorts findings by tier — Tier 4 first. Every finding has a suggested question ready to paste into an email.

Do I need to know the rule numbers to raise a finding?

No — Wayly cites the exact rule for you in the finding and the letter draft. You just paste and send.

Do these errors happen more with certain providers?

Pattern analysis is coming to Wayly in a later release. For now, the Invoice Checker treats every provider the same.

All ArticlesArticle

Support at Home Invoice Errors: The Nine Most Common Mistakes and What They Cost You

The nine invoice errors we see most often on Support at Home bills — what each looks like, what it costs your family, and how to raise it with the provider.

By Wayly EditorialReviewed by: Wayly EditorialPublished 3 February 20265 min read

We built the Wayly Invoice Checker on 12 deterministic rules (C1-C12). Since Support at Home launched, nine of those checks account for almost every problem we see on real invoices. This article walks through the nine, what each looks like on a bill, what it typically costs a family per invoice, and the exact question to ask your provider before you pay.

1. Care management above the 10% cap (Tier 3)

What it looks like: A "care management", "care coordination" or "package administration" line that adds up to more than 10% of the quarterly budget.

Typical cost: $200-$800 per quarter.

The rule: Aged Care Rules 2025 cap care management at 10% of the quarterly budget, regardless of the label used.

Question to raise: "Your invoice shows $[amount] in care management for the quarter, which is [X]% of the $[quarterly budget]. Under the Aged Care Rules 2025 care management is capped at 10%. Please provide a revised invoice."

2. Personal care contribution after 01/10/2026 (Tier 4)

What it looks like: A personal care line (showering, dressing, help with meals) with a participant contribution amount, dated on or after 01/10/2026.

Typical cost: $30-$150 per invoice.

The rule: From 01/10/2026 personal care shifts to the fully-funded Clinical stream. Participant contribution is $0.

Question to raise: "The invoice shows a $[amount] participant contribution against personal care dated [DD/MM/2026]. From 01/10/2026 personal care is fully government-funded under the Aged Care Rules 2025. Please provide a revised invoice."

3. Exit fee or early termination fee (Tier 4)

What it looks like: A line labelled "exit fee", "early termination fee", "administrative closure fee" or similar.

Typical cost: $250-$1,500.

The rule: Prohibited under the Aged Care Act 2024.

Question to raise: "Your invoice includes a $[amount] [line label]. Exit fees are prohibited under the Aged Care Act 2024. Please provide a revised invoice or the specific service-agreement clause you're relying on."

If they can't produce a valid clause (they won't), escalate to the ACQSC on 1800 951 822.

4. Service date outside the billing period (Tier 3)

What it looks like: An invoice covering "1-31 October" but with a service line dated 5 November.

Typical cost: $50-$300 per line, plus contribution.

The rule: Services should be billed in the period they were delivered.

Question to raise: "The invoice for October billing includes a service dated 5 November. Please confirm whether this service was delivered and adjust the invoice period, or move the line to the November invoice."

5. Hourly rate mismatch against the Provider Price Checker (Tier 3)

What it looks like: A personal-care hour on the invoice at $85 when the provider's published rate on My Aged Care is $72.

Typical cost: $10-$50 per hour billed.

The rule: Providers must publish their prices and can't invoice above them without notice under the Aged Care Rules 2025.

Question to raise: "The invoice shows [service] at $[amount]/hour. The provider's published rate on My Aged Care is $[published rate]/hour. Please confirm the correct rate for this service or revise the invoice."

6. Missing stream classification (Tier 2)

What it looks like: A service line with no indication of whether it's Clinical, Independence, or Everyday Living.

Typical cost: Variable — wrong stream means wrong contribution.

The rule: Every line must show its stream under Aged Care Rules 2025.

Question to raise: "Line [X] on the invoice doesn't show which stream it belongs to. Please add the classification so we can verify the correct contribution rate."

7. AT-HM item without supplier invoice reference (Tier 3)

What it looks like: An assistive technology or home modification line without a supplier invoice number or copy.

Typical cost: $200-$5,000 per item.

The rule: Providers must be able to produce the underlying supplier invoice for AT-HM on request.

Question to raise: "The invoice includes AT-HM item [description] at $[amount] but no supplier invoice reference. Please provide a copy of the supplier invoice for our records."

8. Duplicate line items (Tier 3)

What it looks like: Two identical entries for the same service on the same day.

Typical cost: $50-$150 per duplicate.

The rule: Data-hygiene expectation under the Aged Care Rules 2025.

Question to raise: "The invoice shows two identical entries for [service] on [date]. Please confirm whether this was a shift split (in which case list the shift times) or a duplicate to be removed."

9. Administration or travel fee explicitly disallowed under s.178 (Tier 4)

What it looks like: A separate "administration fee", "travel fee" or "vehicle levy" that isn't rolled into the care management line.

Typical cost: $10-$100 per invoice.

The rule: s.178 of the Aged Care Act 2024 prohibits admin/travel fees outside the 10% care management envelope.

Question to raise: "The invoice includes a $[amount] [line label]. Under s.178 of the Aged Care Act 2024, administration and travel fees must sit within the care management cap. Please revise the invoice."