Should I stop paying while I dispute an invoice?

Pay the part you agree with and dispute the rest in writing. That shows good faith and keeps the disagreement narrow. This is Wayly's suggestion, not a legal rule.

Who decides how much contribution I pay?

Services Australia works out your contribution rates from your income and assets. Your provider applies those rates to the services delivered.

What if the provider won't fix it?

Use the escalation ladder: OPAN on 1800 700 600, then the Aged Care Quality and Safety Commission on 1800 951 822.

Money Template

Aged Care Invoice Dispute Letter

Under Support at Home, your provider claims payment from Services Australia, and Services Australia confirms any contribution you owe. The provider then invoices you for that contribution. If an invoice looks wrong, dispute only the lines in question, in writing.

General information, not financial, legal or clinical advice.

Before You Start

The invoice.
The matching monthly statement.
Your contribution rates from Services Australia.
Your own records of visits.

The Letter

[Your details] [DD/MM/YYYY] [Provider name and address] Re: Dispute of invoice [invoice number] dated [DD/MM/YYYY], [participant name] Dear [name], I dispute the following items on the invoice above: Date: [DD/MM/YYYY] | Service: [service] | Amount charged: $[amount] | Reason: [not delivered / wrong price / wrong contribution category / duplicate] I will pay the undisputed amount of $[amount] by [DD/MM/YYYY]. Please hold the disputed amount of $[amount] while you check it, and confirm in writing that services will continue as normal in the meantime. Please send me the records that support each disputed item (visit logs or worker notes) and a corrected invoice if any item is wrong. Please reply by [DD/MM/YYYY]. Kind regards, [Name]

Anything in [square brackets] is a prompt to fill in. The copy, download and print buttons keep the brackets so you can find them.

If It Isn't Resolved: The Escalation Ladder

Follow up with the provider in writing if you have no reply by your stated date. Wayly suggests 14 days. That is our suggestion, not a legal deadline: no fixed number of days applies to providers.
Talk to a free, independent advocate: the Older Persons Advocacy Network (OPAN) Aged Care Advocacy Line, 1800 700 600. Hours are 8am to 8pm Monday to Friday and 10am to 4pm Saturday.
Complain to the Aged Care Quality and Safety Commission: phone 1800 951 822 (food and dining 1800 844 044), online at agedcarequality.gov.au, email info@agedcarequality.gov.au, or post to GPO Box 9819 in your capital city. It acknowledges complaints within 3 business days and must finalise within 90 days unless there are reasons it needs longer. You do not have to raise the issue with the provider first.
Interpreter: TIS National on 131 450. Ask them to call the Commission.
If someone is in immediate danger, call 000.

Invoice CheckerUse the Invoice Checker to check the rates on an invoice

Frequently Asked Questions

Related Templates

Support at Home Statement Query Letter

Ask your provider to explain a monthly statement line by line.

Overcharge Refund Request Letter

Ask for an overcharge to be credited to the budget and refunded to you.

Aged Care Complaint Letter to Your Provider

A calm, factual complaint letter to your provider: what happened and what you want fixed.

All templates