Choosing an online claiming channel for aged care

We can help you choose the online claiming channel that best suits your business model.

Integrated software

Integrated software is currently only available to residential care providers. It will be available to home care providers in the future.

Business to Government (B2G) integrated software

You can use integrated software developed by a software vendor to interact with us.

This channel sends 1 event at a time to us for processing. An 'event' is a business activity that’s occurred in an aged care service, for example, a care recipient entering care.

Software vendors integrate the information and tools provided by us into their own solution for signing and transmitting the electronic data. If you use the B2G channel, you need to use software we’ve approved.

File Upload integrated software and website

You can create a file using integrated software developed by a software vendor. Authorised staff can then electronically submit the file to us through Aged Care Online Claiming. Each file you transmit can have up to 50 events.

If you use File Upload, you need to use software we’ve approved. You also need to have access to Aged Care Online Claiming to transmit electronic data and check the processing status of the data.

Read more about Getting started with integrated software.

Web forms

Residential care and home care providers can enter some aged care information into a web form and submit it to us electronically. Services using online claiming don’t need specially developed software.

When you log on to online claiming, you can:

  • check the processing status of transmitted web forms
  • view current or historical claim details
  • view or download current and historical payment statements
  • search and view care recipient information through the care recipient profile
  • submit, update and delete web forms, and
  • view electronic Aged Care Client Record assessments

The following web forms are available for residential care and home care providers:

Residential care

  • Aged Care Funding Instrument
  • permanent entry
  • respite entry
  • departure
  • extra service
  • leave
  • enteral feeding end date
  • oxygen end date, and
  • liability

Home care

  • entry
  • departure
  • leave
  • location
  • care level transfer, and
  • the Commonwealth portion of unspent home care amount (CW Unspent Amount)

Set up costs

Online claiming using integrated software

The cost of setting up the integrated software channel depends on the:

  • software products needed
  • size of your service
  • system infrastructure you have in place
  • software you use
  • staff training required, and
  • ongoing licence costs

Online claiming using web forms

If you have access to the internet, the use of web forms to view and download payment statements and transmit web forms has no additional charge. There may be some costs related to training your staff.

Security measures and the need for software

Online claiming using B2G-integrated software

Public Key Infrastructure (PKI) technology is used to secure and authenticate data communication.

The B2G channel requires site certificates that use PKI technology so we can identify the electronic data transmitted through this channel by your service. You need to install specially developed software.

Online claiming using File Upload-integrated software and website

The Aged Care Online Claiming website is secured with authenticated access control and passwords. You need to install specially developed software.

Online claiming using web forms-website

You log on to online claiming with a secure, unique user ID and password.

You don’t need specially developed software.

Aged Care Online Services is a new online claiming system for aged care providers.

You can continue to log on to online claiming using the online claiming log on page and the same user ID and password.

If you’re registered for Aged Care Online Claiming as a home care user only, you’re automatically redirected to Aged Care Online Services. If you’re registered as a home care user, and can only view the payment statement, you won’t be redirected to Aged Care Online Services. You’ll continue to use Aged Care Online Claiming.

Site certificates

The B2G channel requires the use of site certificates for you or representative administration locations to transmit events. Site certificates need to identify the message sender or site and are provided as software certificates on a CD to be loaded onto a system.

When registering new providers for integrated software, we check the site certificates to make sure they’re issued by our IT Security. We then complete an application on your behalf using the information given during the registration process. Our IT Security sends you the site certificate and pass phrase.

These certificates can be used to support a variety of different B2G operational models.

Claiming through the B2G channel is currently available to residential care providers only.

Individual certificates

Individual PKI certificates are issued by our IT Security, and act as an electronic signature for an individual.

If an individual PKI certificate is needed for Aged Care Online Claiming, it’s issued on a shell token.

When registering users for Aged Care Online Claiming, we check the individual certificates to make sure they’re issued by our IT Security where required. We then complete an application on your behalf using the information given during the registration process. Our IT Security sends you a shell token with your personal certificate, a startup pack and a 'pass phrase' that is mailed separately.

For more information about individual or site certificates, contact us.

Claiming through the B2G channel is available to residential care providers only.

Software currently used in your service

Online claiming using integrated software

This channel is currently only available to residential care providers.

Your service set up requirements and your installed aged care management software determines your options. Speak to your current software vendor to determine if you can use the B2G or File Upload channel to transmit electronic data to us.

Online claiming using web forms

Online claiming doesn’t need special software.

Getting started with integrated software

This channel is currently only available to residential care providers.

Step 1: check your IT infrastructure

Consider your network and IT infrastructure before using Aged Care Online Claiming. Your software vendor can help you with this process.

Step 2: select a software vendor

Software vendors integrate the information and tools given by us into their own software solution for signing and transmitting electronic messages. We issue a notice of integration to vendors when they demonstrate their product meets the required criteria and standards.

See the list of software vendors who’ve been issued with a notice of integration. You can choose a software vendor from this list and arrange for them to install their software on your computer. If you currently have software in place with a software vendor who isn’t on this list, you need to ask them if they have an approved, Aged Care Online Claiming enabled product. If they don’t, you can either change to a software vendor who is on the list, or use the Web Form channel.

Work with your software vendor to arrange installation and testing of your new or upgraded software. Your software vendor also provides you with a Minor Customer ID, which you need to complete the registration form. This helps us manage the transmitted data.

Any staff training to use the new or upgraded software needs to be arranged with your software vendor. They can also help you in the data synchronisation process.

Step 3: check your business environment

You must check your business environment for any changes needed to apply Aged Care Online Claiming. You also need to decide who you’ll authorise in your organisation to transmit the data.

Other considerations depend on your current structure and operational procedures, and may include:

  • applying effective storage and archiving processes for the electronic files sent to us for processing
  • ensuring appropriate logging and audit trails
  • training your staff

Step 4: register for online claiming

If you use integrated software, you need to register for online claiming by completing the Register or amend for Aged Care Online Claiming using File Upload or Business to Business form. This form can also be used to authorise staff to sign and view data when using online claiming.

We authorise access to the Aged Care Online Claiming website by providing staff with a user ID and password. If the service requires PKI technology, the registration form also initiates a request to us to supply the appropriate certificates where required.

Step 5: synchronise and cleanse your data

If you choose integrated software to claim online, you should synchronise and cleanse your data with us before transmitting, to reduce errors and delays.

Once you’re ready to start claiming online, you need to send us an electronic file of your occupancy records. We cross check your records against the resident's details in our payment systems and send you a report identifying any discrepancies. You need to correct them on your database before you start using online claiming.

Read more about Data cleansing and synchronisation or call us.

Step 6: enable integrated software

Arrange for your software vendor to install the software.

Step 7: log onto the Aged Care Online Claiming website

When the registration process is complete, authorised staff are given a user ID and password to access Aged Care Online Claiming.

Contact us

Contact us about online claiming for aged care.

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Page last updated: 28 February 2017

This information was printed Tuesday 22 August 2017 from humanservices.gov.au/health-professionals/enablers/choosing-online-claiming-channel-aged-care It may not include all of the relevant information on this topic. Please consider any relevant site notices at humanservices.gov.au/siteinformation when using this material.