Request for Visit Logs and Service Records
Visit logs are the easiest way to match each charge on a statement to a service that was actually delivered. You, or someone the participant authorises, can ask the provider for these records.
General information, not financial, legal or clinical advice.
The Letter
[Your details]
[DD/MM/YYYY]
[Provider name]
Re: Request for service records, [participant name], [client number], [DD/MM/YYYY to DD/MM/YYYY]
Dear [name],
Please send me copies of the records for services delivered to [participant name] between [DD/MM/YYYY] and [DD/MM/YYYY], including:
1. visit logs or rosters showing date, start and finish times and worker
2. worker or progress notes for each visit
3. invoices from any third-party or subcontracted provider
4. the current care plan
[I am the registered supporter of participant name. / participant name has consented to me receiving these records, see attached.]
Please send them by [DD/MM/YYYY] in [electronic / paper] form.
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.
Frequently Asked Questions
Related Templates
Aged Care Invoice Dispute Letter
Dispute specific lines on a contribution invoice in writing.
Switching Support at Home Providers Checklist
What to tell the old provider, ask the new one and check in the handover.
Becoming a Registered Supporter Checklist
How to register as a supporter, and what a supporter can do.