Online claiming for aged care providers

A fast and secure service that allows you to submit events and directly claim aged care payments.

You can watch this video to learn more about which browsers work with Windows or Mac operating systems for online claiming.

Log on

Home Care providers

User ID and Password

Residential Care providers

User ID and Password

PKI Individual Certificate

Aged Care Assessment Teams

User ID and Password

System status

Check the system status.

Who can use online claiming

Approved aged care providers and authorised staff members can access online claiming if they're registered with us as:

  • a Residential Care service
  • a Home Care service
  • a Multipurpose service, or
  • an Aged Care Assessment Team

Online claiming for Home Care providers

We're gradually introducing a new online claiming system, called Aged Care Online Services. Currently, only Home Care providers can access Aged Care Online Services. 

You can use Aged Care Online Services to register, view, update and delete the following events in the care recipient profile:

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

You can also:

  • view and finalise claims
  • view payment statements, and
  • view electronic Aged Care Client Records (eACCR)

If you use Aged Care Online Services, you only need to send us paper forms for events that currently can’t be submitted online, such as the oxygen and enteral feeding supplements.

Online claiming for Residential Care providers

Residential Care providers can submit claims using Aged Care Online Claiming.

Register

Register for Aged Care Online Claiming

Your service must be registered to use Aged Care Online Claiming.

To register for online claiming, submit 1 of the following forms that suits your needs:

As part of your registration you need to authorise access for staff you permit to use the system on your behalf. Residential and Home Care web form access levels are:

Residential Care level 8 and Home Care level 10 give authority to:

  • lodge data for file upload (residential care services only)
  • view care recipient information
  • view a care recipient profile including associated web forms, and
  • view current and historical claims for the nominated service

Residential Care level 12 and Home Care level 12 give authority to:

  • view latest and historical payment statements for the nominated service

Residential Care level 13 and Home Care level 14 give authority to:

  • register new web forms
  • update or correct web forms, and
  • delete or reverse web forms

Residential Care level 13 gives automatic authority to level 8.

Home Care level 14 gives automatic authority to level 10.

Once you've registered, log on to Aged Care Online Claiming.

You must insert your security token BEFORE selecting the PKI logon option.

If you have any problems logging on, call the Aged Care enquiries line.

Data cleansing and synchronisation

If you’re going to use online claiming do a data cleansing and synchronisation exercise with us before you send and receive data. Data cleansing and synchronisation minimises the potential for errors and delays by aligning data on external client applications and our payment systems.

Register for Aged Care Online Services

To register for Aged Care Online Services, submit 1 of the following forms:

The access level assigned to each user determines what screens can be seen and what tasks can be completed:

  • read only access allows the user to view all information, except for payment statements
  • payment statement access allows the user to only view payment statements
  • update access allows the user to view, submit and update events and claims—it doesn’t allow the user to view payment statements

If you’re registered for Aged Care Online Claiming, you don’t need to register for Aged Care Online Services. You can log on using the same user ID and password. You need to select either the ‘Home Care’ or the ‘Residential Care and ACAT’ system.

Residential Care

Options for transmitting claims data online

There are 3 ways Residential Care providers can submit claim data:

  1. business-to-government (B2G) integrated software for Residential Care only
  2. file upload integrated software and website for Residential Care only
  3. web forms using Aged Care Online Claiming for Residential Care providers or Residential and Home Care providers

All data is protected through the Public Key Infrastructure (PKI) or our online claiming systems, which use authenticated access control and passwords. Both options contain high level security systems for the transmission of electronic data.

Depending on the type of aged care provider you are, the online claiming channel and the software you choose, you can:

  • submit and update events
  • view and finalise claims
  • reconcile aged care subsidy payments
  • view eACCR
  • search and monitor all of the electronic aged care data lodged, and
  • access information relating to care recipients

Benefits of online claiming

Online claiming gives your organisation a major advantage by streamlining practices and improving outcomes.

Online claiming:

  • significantly reduces staff time needed to prepare and submit paperwork
  • reduces the amount of time it takes to submit events
  • improves the accuracy of payments and related data
  • provides immediate acknowledgement we’ve received forms and information, and
  • reduces the need for paper forms and their storage

Online claiming also allows authorised staff to:

  • submit data electronically
  • access care recipient and claim data
  • correct and reverse electronic data
  • submit data through forms, and
  • view Aged Care Client Records submitted electronically

Choosing an online claiming channel for aged care

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

Read more about choosing an online claiming channel

Vendors offering Aged Care Online Claiming

Information about software vendors who have tested their software with us and received a Notice of Integration (NOI).

Read more about vendors offering Aged Care Online Claiming

Helpful hints for Aged Care Online Claiming

Problem: When opening a PDF in the Aged Care Online Claiming system using Adobe Reader X version 10.0, the browser window loads with an empty grey screen and doesn’t display the Reader toolbar.

Solution: Upgrade Adobe to Adobe Reader XI 11.0.03. Download this from the Adobe website.

Problem: When using the Aged Care Online Claiming system and Adobe Reader 9.4.7 the eACCR PDF template displays with no pre-populated data.

Solution: Open Adobe Reader, select Edit – Preferences, select Security, tick Enhanced and add the Privileged Host: www2.medicareaustralia.gov.au then tick the HTTPS box.

System status Aged Care Online Claiming

The Aged Care Online Claiming system status page shows the current availability of the Aged Care Online Claiming system.

Contact details for residential care

Go to Health Professionals contact information for all enquiries relating to:

  • online claims processing
  • online claiming registration
  • online claiming website
  • onsite service presentations
  • start up queries, and
  • administration and general support

Home Care

Options for transmitting claims data online

Home Care providers can submit claim related data using Aged Care Online Services.

Data is protected through our online claiming systems, which use authenticated access control and passwords.

You can use Aged Care Online Services to:

  • submit and update events
  • view and finalise claims
  • reconcile aged care subsidy payments
  • view eACCR
  • search and monitor all of the electronic aged care data lodged, and
  • access information relating to care recipients

Benefits of online claiming

Online claiming gives your organisation a major advantage by streamlining practices and improving outcomes.

Online claiming:

  • significantly reduces staff time needed to prepare and submit paperwork
  • reduces the amount of time it takes to submit events
  • improves the accuracy of payments and related data
  • provides immediate processing status of transmitted web forms, and
  • reduces the need for paper claim forms and their storage

Online claiming also allows authorised staff to:

  • submit data electronically
  • access care recipient and claim data
  • correct and reverse electronic data
  • submit data through web forms, and
  • view Aged Care Client Records submitted electronically

Choosing an online claiming channel for aged care

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

Read more about choosing an online claiming channel

Browser requirements for Aged Care Online Services

Aged Care Online Services should be used with Internet Explorer and Chrome browsers. The minimum browser requirements for Aged Care Online Services are:

  • Internet Explorer 9+
  • Google Chrome version 29+

Internet Explorer 8 and below isn’t supported. Other browsers such as Mozilla Firefox 24+, Microsoft Edge or Safari 5+ may work, but haven’t been tested and aren’t supported.

Your browser needs to be set to allow Secure Sockets Layer (SSL), cookies and JavaScript. Most browsers are supplied with SSL, cookies and JavaScript turned on. You shouldn’t need to change these settings. If you need to change these settings you can find more information in your browser’s help function.

User name and password

Problem: Forgotten username or password for Aged Care Online Services.

Solution: Call the Aged Care enquiry line and select option 2. We’ll give you a temporary password. You can reset your password after you log on for the first time using your temporary password.

Problem: Unable to log on using username and password.

Solution: Make sure you log out every time you use Aged Care Online Services. If you’ve logged out of your previous session and are unable to log on, you may be able to log on by clearing your browser cookies and cache. If this doesn’t resolve your log on problem, call the Aged Care enquiry line and select option 2. We’ll reset your password.

Menu options for Aged Care Online Services

When you log on to Aged Care Online Services you can choose from the following menu options:

Find a Claim

Select Find a Claim from the menu and then select

  • Current Claim to view and finalise your latest claim
  • Historical Claims to view historical claims
  • Latest Payment Statement to view the latest payment statement and view or download a PDF version, or
  • Historical Payment Statements to view historical payment statements and view or download PDF version
  • Download Payment Statements to export a payment statement in.xml or .csv format

Find an Event

  • Select Find an Event from the menu to search for an event by Unique ID or Event type, such as entry or departure

Find a Care Recipient

  • Select Find a Care Recipient from the menu to search for a care recipient and view their profile. You can register, update and delete events on the care recipient profile

Switching between services in Aged Care Online Services

To switch to another service, select the Switch Services icon. Your associated services display. Select the service you want to switch to.

If you can’t switch between services:

Find, view, correct or delete event details — aged care providers guide

Find, view, correct or delete an event for a care recipient.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu select Find an Event.

Step 4: search

You can search by Event or Unique ID.

If you search by Event, provide the Date from and Date to. Event type, Event status and Care Recipient ID are optional fields.

If you search by Unique ID you need to supply the Unique ID for the event.

Select Find

Step 5: search results

If the search has been successful, the Search results page displays.

If the search has been unsuccessful No events found with that criteria in the aged care system displays. Update your search criteria and try again.

Step 6: view event details

Select View from the View Event column. This takes you to the care recipient event page with the unique ID number and event details.

Step 7: correct event details

To change the event details, select Update. You can now amend the event details, then select Submit.

A Status of Event is Accepted message displays if the update is successful. The corrected event may cause an adjustment to a past claim. The adjustment is applied in the next finalised claim month.

An error message displays if the update is unsuccessful. Check the information supplied and try again. If you continue to get an error message call the Aged Care enquiry line for help.

Step 8: delete event details

To permanently delete an event, select the Trash icon.

You’re asked Are you sure you want to delete this event?

If you select No, you return to the care recipient event details page.

If you select Yes, and the deletion is successful, you get a The event has been successfully deleted message. The deleted event may cause an adjustment to a past claim. The adjustment is applied in the next finalised claim month.

If the deletion is unsuccessful, you get an Event Delete Failed message. Check the information supplied and try again. If you continue to get an error message call the Aged Care enquiry line for help.

View Payment Statements — aged care providers guide

View or download current and historical payment statements as they were at the time the corresponding claim was approved.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu, select Find a Claim.

Step 4: choose Payment Statement

Select Latest Payment Statement to display the current payment statement for the service.

Select Historical Payment Statements to view a historical payment statement. You will need to select the month you want to view.

Select Download Payment Statements to select a month and export a payment statement in .xml or .csv format.

Register new entry details — aged care providers guide

Register a new care recipient.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu select Find a Care Recipient and complete the search for the care recipient. This takes you to the Care Recipient Profile.

Step 4: select entry

From the Care Recipient Profile select Entry Details, then Register Entry Details. A Register home care recipient entry web form displays.

Step 5: enter care details

Enter the Date of entry, Level of care, and Carer status. Entering the Location and Postcode is optional, but is needed if Viability Supplement eligibility is to be assessed or paid. Select Next.

The start day for the new service must be on or after the departure day for the existing service. The departure date is the day after the last day on which home care was provided under the Home Care Agreement.

Step 6: enter address

Enter the care recipient's address and select Next.

Step 7: additional details page 1

If applicable, enter the care recipient's Customer Reference Number or Department of Veterans' Affairs number, and any details of unfunded care, award or settlement received by the care recipient.

Step 8: additional details page 2

Confirm if you’ve seen an Aged Care Client Record (ACCR) for this entry. This includes the National Screening Assessment Form (NSAF).

Confirm if the care recipient has elected in writing to be subject to the new means testing arrangements from 1 July 2014. This only displays when a care recipient received care before 1 July 2014 and hasn’t been out of care for more than 28 days.

Step 9: select register

To confirm electronic Aged Care Client Record and means testing information, select Register.

You get a unique event ID if the event is accepted. You see an error message if the event is rejected by the payment system.

If you’re moving a client from an existing service into a new one, Aged Care Online Services departs your client from the old service and closes their leave.

Search for Care Recipient Profile — aged care providers guide

Find a care recipient profile before registering, updating or deleting a web form.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu select Find a Care Recipient. You're taken to the Find a care recipient page.

Step 4: add care recipient information

Select Find a Care Recipient and enter the care recipient’s information. You can search by Care Recipient ID or Personal details:

  • if you search by Care Recipient ID, provide the care recipient's Surname and Care Recipient ID
  • if you search by Personal details, provide the care recipient's Surname, Given name, Date of birth and Gender

You need an exact match of search details to find the care recipient. If an exact match can’t be found, you need to provide more information to find a match.

Step 5: search

Select Find to search for the care recipient.

Step 6: results

If the search has been successful, the Care Recipient Profile displays.

If the search is unsuccessful, Care Recipient is unknown to the Aged Care System displays. Update your search criteria and try again.

Search or finalise a claim — aged care providers guide

Search for a current or historical claim, or finalise current claims.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu select Find a Claim.

Step 4: view Historical Claim

From the Find a Claim menu, select Historical Claim. Then select the month you want to view.

Step 5: finalise latest claim

From the Find a Claim menu, select Latest Claim. Confirm the information shown is correct. If correct, Accept the terms and conditions, then select Submit to Agree to the certification.

Register events — aged care providers guide

Register entry, location, care level transfer, departure, leave and CW Unspent Amount events for a care recipient in your service.

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu items

From the menu you can select Find a Claim or Find a Care recipient.

If you use Find a Claim you can select Current Claim or Historical Claims. Then select the Care Recipient ID to go to the chosen care recipient profile page.

If you use Find a Care recipient, you can search by Care Recipient ID or Personal details.

Step 4: result

The Care Recipient Profile displays.

Step 5: choose event

From the menu, choose one of the following options:

  • Entry Details
  • Location Details
  • Care Level Transfer
  • Departure Details
  • Leave Details, or
  • CW Unspent Amounts

Entry event

To register new entry details:

  1. select Register Entry Details
  2. enter Date of entry, Level of care, Carer status and address. Enter additional information if known, or required
  3. answer award or settlement question
  4. confirm Aged Care Client Record or NSAF sighted for new entry
  5. confirm if the care recipient has elected in writing to be subject to the new means testing arrangements from 1 July 2014 (if applicable)
  6. select Register

You get a unique event ID if the event is accepted. You see an error message if the event is rejected.

Location event

To register new location details:

  1. select Register Location Details
  2. enter the Effective date, Suburb and Postcode
  3. select Register

You get a unique event ID if the event is accepted. You see an error message if the event is rejected.

Care level transfer and package upgrades

You can use this to register care level transfer events with a start date before 27 February 2017.

After 27 February 2017 the Department of Health (Health) notifies package level upgrades.

To transfer the recipient's level of care:

  1. select Register Care Level Transfer
  2. select New Level of Care from the dropdown box
  3. enter the Start date
  4. select Register

You get a unique event ID if the event is accepted. You see an error message if the event is rejected.

Departure event

To register a new departure event:

  1. select Register departure details
  2. enter the Departure date and Departure reason
  3. select Register

You get a unique event ID if the event is accepted. You see an error message if the event is rejected.

Leave event

To register a new leave event:

  1. select Register leave details
  2. select the Leave type
  3. enter the Start date and, if known, the Leave end date. If you don’t know the leave end date, it can be updated at a later time
  4. select Register

You get a unique event ID for this transaction if the event is accepted. You see an error message if the event is rejected.

CW Unspent Amount event

To register a new CW Unspent Amount:

  1. select Register CW Unspent Amounts
  2. enter the CW Unspent Amount. This amount should be recorded in dollars ($) and cents (c). If the Commonwealth portion is zero, record ‘0’ in the dollars and cents fields
  3. select Register

You get a unique event ID for this transaction if the event is accepted. You see an error message if the event is rejected.

View an electronic Aged Care Client Record or National Screening and Assessment Form — aged care providers guide

ACATs transitioned to using the NSAF in 2016. NSAF can’t be viewed in Aged Care Online Services. To view an NSAF go to the My Aged Care Provider Portal.

Use the below steps to view a care recipient's eACCR in Aged Care Online Services

Step 1: log on

Log on to Aged Care Online Services using your User ID and Password.

Step 2: accept terms and conditions

You must agree to the terms and conditions to use Aged Care Online Services. Select I agree to access the main menu.

Step 3: select menu item

From the menu select Care Recipient.

Step 4: search

Search for the Care recipient.

You can view the care recipients currently associated with your service by selecting Find a Claim on the Aged Care Online Services welcome page and then Current Claim. You can then select the Care Recipient ID of the care recipient.

Step 5: view record

From the Care Recipient Profile menu select the Recipient details tab, then View eACCR.

If there’s no current entry for the care recipient to your service, you’re asked to enter the Medicare card number or DVA file number, Individual Reference Number and a reason for accessing the eACCR.

If the Aged Care Client Record (ACCR) was submitted electronically, you can view Parts 1 to 6 of the eACCR and Print this out or Save as a PDF.

If the ACCR was submitted by paper or as an NSAF, No eACCR displays.

Unapproved retrospective events in Aged Care Online Services

If you get an error message about unapproved retrospective events, email the Service ID and claim month to aged.care.liaison@humanservices.gov.au

We're currently working to fix this issue.

Logging out of Aged Care Online Services

For security purposes, click on the Log Out button after you finish using Aged Care Online Services.

Contact us

Call the Aged Care enquiry line for help with:

  • online claims processing
  • online claiming registration
  • online claiming website
  • onsite service presentations
  • start up queries, and
  • administration and general support

Page last updated: 27 August 2017