How long can a statement be delayed before I chase it?

The Aged Care Rules 2025 allow up to 30 days after month-end. Anything longer is worth chasing.

Is a $50 rounding variation worth raising?

Only if it's on care management (which has a hard cap). Rounding at cent level is ignored; small dollar-level variations rarely lead anywhere.

What's the fastest way to check every line?

Wayly's Statement Decoder — upload the PDF and every anomaly is flagged with its tier level.

Do I need a solicitor to raise a Tier 4 finding?

No — start with a written letter to the provider. Involve OPAN or a solicitor only if the amount is significant and unresolved after escalation.

How do I know if a rate is above the market?

Check the Wayly Provider Price Checker for the current rate for that service in your suburb.

What if my provider ignores my query?

You have grounds to escalate to the ACQSC after 21 days. Keep every timestamped email as evidence.

All ArticlesArticle

What Is Worth Flagging on a Statement and What Is Not

Not every unusual line on a Support at Home statement is a problem. This guide separates the genuine red flags from the harmless anomalies.

By Wayly EditorialReviewed by: Wayly EditorialPublished 3 February 20263 min read

Your parent's monthly statement lands. Something looks off. The temptation is to email the provider immediately — but not every anomaly is worth the phone call. This guide walks through what genuinely matters, what's borderline, and what's usually a false alarm.

Definitely worth raising — the Tier 4 red flags

These are worth raising with your provider in writing and, if unresolved, escalating to the Aged Care Quality and Safety Commission on 1800 951 822:

Exit fees or early termination fees. Prohibited under the Aged Care Act 2024.
Personal care contributions dated after 01/10/2026. Personal care becomes fully government-funded from that date.
Care management above 10% of the quarterly budget. Hard cap under Aged Care Rules 2025.
AT-HM items charged without a supplier invoice reference. Provider must be able to produce the supplier invoice on request.
Missing stream classifications. Every line must show which of the three streams it belongs to.

Worth a polite question — Tier 3 anomalies

These are worth asking about but rarely a compliance issue:

Hourly rate variations of $5+ against the Provider Price Checker snapshot. Could be a legitimate weekend/public-holiday loading or a mistake.
Service dates outside the billing period. If the invoice covers October but shows a November service, ask.
Duplicate line items. Two identical entries on the same day — could be shift split, could be an error.
Invoice missing from statement or vice versa. Cross-reconciliation is a rule under Aged Care Rules 2025.

The Wayly Statement Decoder catches all four of these automatically.

Usually harmless — Tier 1 and Tier 2 informational

These often show up on statements but rarely need action:

Cent-level rounding variations. Ignored by every regulator.
Small hourly variations (under $2) between two providers in the same suburb. Normal market variation.
Statement delivery in the first 30 days after month-end. The Aged Care Rules 2025 allow up to 30 days.
Small closing-balance carryover under $50. Immaterial.

How to raise a Tier 3 or Tier 4 finding

Always in writing (email is fine). Include: the exact line item, the amount, the date, and the specific rule you think it breaches. Ask for a response within 21 days. Wayly's Letters & Follow-ups tool drafts these automatically and cites the relevant section of the Aged Care Rules 2025.

If the provider doesn't respond within 21 days, or responds inadequately, escalate to the ACQSC on 1800 951 822. From 01/05/2026 the ACQSC can order provider refunds directly.