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Money Template

Support at Home Statement Query Letter

If a line on your monthly statement doesn't make sense, you can ask your provider to explain it in writing. This letter lists what every Support at Home statement has to show, so nothing gets skipped.

General information, not financial, legal or clinical advice.

When to Use It

A service you don't recognise, a price that differs from your service agreement, a budget balance that doesn't add up, or a missing statement.

Before You Start

  • The statement for the month in question.
  • Your service agreement and its price list.
  • Your own diary of visits, if you keep one.
  • The participant's My Aged Care ID or the provider's client number.

The Letter

[Your full name] [Address] [Phone] | [Email] [DD/MM/YYYY] [Provider name] [Provider postal or email address] Re: Monthly statement query for [participant name], [client number or My Aged Care ID], statement for [month YYYY] Dear [care partner name or Accounts team], I am writing [for myself / as the registered supporter of participant name]. I have read the Support at Home monthly statement for [month YYYY] and would like the following items explained in writing. 1. [Date] [service] [amount]: [what looks wrong, for example "this visit is not in our diary" or "the hourly price differs from our service agreement"] 2. [Date] [service] [amount]: [issue] 3. [Add more as needed] Please also confirm the statement shows each item a Support at Home monthly statement must include: - funding available at the start and end of the month - for each service, the date, price, units and total cost - my contribution rate and the contribution amounts charged - the subsidy claimed - any unspent funds and any supplements - the funding remaining for the quarter - which services, if any, were delivered by a third party If a correction is needed, please send an amended statement and tell me whether any amount will be credited back to the budget or refunded to me. Please reply in writing by [DD/MM/YYYY, we suggest 14 days from today]. Kind regards, [Name] [Relationship to participant, if not yourself]

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

What to Expect Back

A written explanation, and either a corrected statement or reasons why the charge stands. Statements are due by the last day of the following month, so a July statement is due by 31/08.

If You Get No Response

Use the escalation ladder below. Since 20/05/2026 the government has said the Commission will take regulatory action against providers who do not meet the requirement to issue monthly statements.

If It Isn't Resolved: The Escalation Ladder

  1. 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.
  2. 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.
  3. 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.
  4. Interpreter: TIS National on 131 450. Ask them to call the Commission.
  5. If someone is in immediate danger, call 000.
Statement DecoderUse the Statement Decoder to check your statement line by line

Frequently Asked Questions

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Facts on this page last checked 22/10/2026 against health.gov.au monthly statements page, My Aged Care Support at Home costs and contributions.

Last updated 22 October 2026 · Wayly Editorial. If you find an error, email support@wayly.com.au.

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