By Luke Benson. Last reviewed 13 September 2026, against Support at Home program manual V4.4 (sections 10.5, 16.4, 16.6) and the program assurance plan 2025-27.
You are asked for the evidence, and if you cannot produce it the claim is unsupported. That is the position under section 16.6 of the program manual, which says providers must retain and be able to provide records or evidence to support claims, including confirmation of delivery of care and services for all participants, as set out in section 10.5.
How a review starts. Section 16.4 says provider claims may be flagged for review based on analysis of claim data at the provider, participant and transaction level to identify unusual claiming behaviour. No complaint is needed. Separately, the Department’s program assurance plan runs a payment integrity rolling review that will progressively cover all providers, checking for selected transactions that services were actually delivered and that prices were agreed.
What is asked for. The evidence types the manual accepts are listed in section 10.5: care notes or clinical records describing the episode of service, the worker’s sign-in and sign-out records, attendance or clock-in data, geolocation data, or a sign-in book or QR code accessed at the participant’s home. For most services an invoice alone is not on the list. Allied health, nursing, nutritional consumables and meals are the exceptions.
What a missing record means. The manual does not set out a tariff of penalties, and this post does not guess at one. What it does say is that under the Act the Department can require a provider to give information and documents, that providers must cooperate, and that the provider, not the subcontractor, is responsible for services delivered by third parties (section 11.5). A claim you cannot evidence is a claim you are carrying the risk on. The manual shows the mechanism in two places: section 6.8 (two providers claiming for the same participant leads to overpayment and debt collection by Services Australia) and section 7.3.2 (subsidy claimed without a start notification in effect is a debt owed to the Australian Government).
The practical test: for any claimed visit from the last quarter, can you produce, today, a record made at the time showing who delivered it, what, when and where?
How DidYouGo fits. Every check-in is stored against the participant, the worker and the service and can be exported to CSV or pulled through the API. A queried transaction is answered with the record, not with an email to the subcontractor.
