Can I get money back if my provider overcharged?

Yes, ask in writing. Ask for government-funded amounts to be credited to the budget and your own contributions refunded to you. If the provider refuses, contact the Aged Care Quality and Safety Commission.

Does a refund go to me or to the budget?

Usually both. The part the government paid goes back to the budget. The part you paid as a contribution comes back to you.

Your service agreement, the published price, the statement, and your own visit diary.

Money Template

Overcharge Refund Request Letter

Use this once you have identified an overcharge, often after a statement query. It asks for two things: government-funded amounts credited back to the budget, and any contribution you paid refunded to you.

General information, not financial, legal or clinical advice.

The Letter

[Your details] [DD/MM/YYYY] [Provider name and address] Re: Request for refund of overcharge, [participant name], [client number] Dear [name], Following [my query dated DD/MM/YYYY / your reply dated DD/MM/YYYY], the following charges were incorrect: 1. [Date, service, amount charged, correct amount, difference] 2. [...] Total overcharged: $[amount], of which $[amount] was paid by me as a contribution. Please: 1. credit $[amount] back to [participant name]'s Support at Home budget 2. refund $[amount] to me by [bank transfer to BSB XXX-XXX, account XXXXXXXX / cheque] 3. send an amended statement showing the correction Please confirm by [DD/MM/YYYY]. If we cannot agree, I will contact the Aged Care Quality and Safety Commission. 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

Aged Care Invoice Dispute Letter

Dispute specific lines on a contribution invoice in writing.

Complaint to the Aged Care Quality and Safety Commission

How to complain to the Commission, with the details it asks for.

Support at Home Statement Query Letter

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

All templates